Online Service Quality and Customers’ Satisfaction: A Case Study of the selected Commercial Banks in Riyadh (Saudi Arabia)

Journal Article

, Dr.Mohammad Almotairi . 2013

• نوع عمل المنشور: Research Article
• رابط المنشور على الويب: Pensee Journal
• المجلة \ الصحيفة: Journal Paper
• رقم العدد: 12
• رقم الإصدار السنوي: 75
• الصفحات: 188-200

مستخلص المنشور

Online banking is one of the key features of today’s world modern banking system. This system enhances the performance of the banking industry and helps their customers in reducing their transaction costs. This study aims to investigate the relationship between online banking services provided by different banks in Riyadh (Saudi Arabia) namely; Al- Rajhi bank, National commercial bank and Riyadh bank- Riyadh.The different dimensions such as tangibles, reliability, responsiveness, and empathy have been taken as determinants of customer satisfaction. These dimensions are based on the SERVQUAL model proposed by Han and Beak (2004). The reliability and validity of the dimensions have been investigated by Cronbach’s Alpha test. The observed value of this test is 0.74 which represents a good scale of internal consistency. Descriptive statistics and dichotomous logistic regression model are used to investigate the relationship between each individual dimension and customer satisfaction. The sample size of the respondents is 100 customers. Purposive sampling technique was used to collect information from only those clients of the corresponding banks who are familiar with online banking services, the selected customers are the students of the selected universities of the Kingdom of Saudi Arabia located in Riyadh. These universities are namely: King Saud University, Imam Muhammad Bin Saud Islamic University and Prince Sultan University. The study reveals that all the selected dimensions; tangibles, reliability, responsiveness and empathy are the significant determinants of overall satisfaction of the customer but with diverse significance levels. The study further reveals that tangibles and reliability are most influential dimensions to enhance customers’ overall probability of satisfaction as compared to the rest of dimensions proposed in this study.