The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Ebrucan İslamoğlu; Ahmad Hassan

doi:10.16951/trendbusecon.1632324

EN TR

The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Abstract

This research examines the impact of electronic banking services (ease of use, time savings, privacy, and security) on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbach's Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

Keywords

Service Quality , E-Banking Services , Islamic Banks in Lübnan

Katılım Bankalarında Elektronik Bankacılık Hizmetlerinin Müşteri Memnuniyetine Etkisi: Lübnan Örneği

Öz

Bu araştırma, Lübnan'daki İslami bankalarda (özellikle Al Baraka Bankası ve Arab Finance House) elektronik bankacılık hizmetlerinin (kullanım kolaylığı, zaman tasarrufu, gizlilik ve güvenlik) müşteri memnuniyeti üzerindeki etkisini incelemektedir. 212 rastgele seçilen katılımcıya 40 maddelik bir anket uygulanmış ve veriler SPSS 26 kullanılarak analiz edilmiştir. Anketin güvenilirliği, 0.939'luk bir Cronbach Alpha katsayısı ile doğrulanmış ve bu da güçlü bir geçerliliği göstermektedir. Araştırma bulguları, İslami bankaların müşteri memnuniyetini sürdürebilmek için elektronik bankacılık hizmetlerini düzenli olarak izlemeleri ve iyileştirmeleri gerektiğini vurgulamaktadır. Çalışma, bankaların müşteri memnuniyetini periyodik olarak değerlendirmelerini, teknolojik yenilikleri benimsemelerini, yeni dijital kanallar sunmalarını ve mevcut kanalları iyileştirmelerini önermektedir. Bu stratejiler, müşteri sadakatini artırmak, rekabet avantajı sağlamak ve özellikle zorlu dönemlerde İslami bankaların, geleneksel bankaların önünde konumlanmalarına yardımcı olmak için kritik öneme sahiptir.

Anahtar Kelimeler

Hizmet Kalitesi , E-Bankacılık Hizmetleri , Lübnan’ daki İslami Bankalar.

Kaynakça

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Ayrıntılar

Birincil Dil

İngilizce

Konular

Katılım Bankacılığı

Bölüm

Araştırma Makalesi

Yazarlar

Ebrucan İslamoğlu ^*
0000-0002-8297-7370
Türkiye

Ahmad Hassan
0000-0002-4858-7694
Türkiye

Erken Görünüm Tarihi

13 Ekim 2025

Yayımlanma Tarihi

15 Ekim 2025

Gönderilme Tarihi

3 Şubat 2025

Kabul Tarihi

2 Ekim 2025

Yayımlandığı Sayı

Yıl 2025 Cilt: 39 Sayı: 4

DOI

https://doi.org/10.16951/trendbusecon.1632324

IZ

https://izlik.org/JA48BC54DZ

APA

İslamoğlu, E., & Hassan, A. (2025). The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon. Trends in Business and Economics, 39(4), 584-603. https://doi.org/10.16951/trendbusecon.1632324

Content of this journal is licensed under a Creative Commons Attribution 4.0 International License

29928

The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Abstract

Keywords

Katılım Bankalarında Elektronik Bankacılık Hizmetlerinin Müşteri Memnuniyetine Etkisi: Lübnan Örneği

Öz

Anahtar Kelimeler

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Erken Görünüm Tarihi

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

Kaynak Göster