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

Öz

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.

Anahtar Kelimeler

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

Etik Beyan

Bu çalışma bilimsel araştırma ve yayın etiği kurallarına uygun olarak hazırlanmıştır. Araştırmanın Etik Kurul onayı Nevşehir Hacı Bektaş Veli Üniversitesi Sosyal ve Beşerî Bilimler Etik Kurul Başkanlığı'nın 10.04.2023 tarih ve 2300026358 sayılı kararıyla alınmıştır.

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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

AMA

1.İslamoğlu E, Hassan A. The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon. Trend Bus Econ. 2025;39(4):584-603. doi:10.16951/trendbusecon.1632324

Chicago

İslamoğlu, Ebrucan, ve Ahmad Hassan. 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.

EndNote

İslamoğlu E, Hassan A (01 Ekim 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.

IEEE

[1]E. İslamoğlu ve A. Hassan, “The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon”, Trend Bus Econ, c. 39, sy 4, ss. 584–603, Eki. 2025, doi: 10.16951/trendbusecon.1632324.

ISNAD

İslamoğlu, Ebrucan - Hassan, Ahmad. “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 (01 Ekim 2025): 584-603. https://doi.org/10.16951/trendbusecon.1632324.

JAMA

1.İslamoğlu E, Hassan A. The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon. Trend Bus Econ. 2025;39:584–603.

MLA

İslamoğlu, Ebrucan, ve Ahmad Hassan. “The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon”. Trends in Business and Economics, c. 39, sy 4, Ekim 2025, ss. 584-03, doi:10.16951/trendbusecon.1632324.

Vancouver

1.Ebrucan İslamoğlu, Ahmad Hassan. The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon. Trend Bus Econ. 01 Ekim 2025;39(4):584-603. doi:10.16951/trendbusecon.1632324

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29928

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

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

Öz

Anahtar Kelimeler

Katılım Bankalarında Elektronik Bankacılık Hizmetlerinin Müşteri Memnuniyetine Etkisi: Lübnan Örneği

Öz

Anahtar Kelimeler

Etik Beyan

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Erken Görünüm Tarihi

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

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