Connected Facility Quality and Customers’ Consummation: A learning Study Report of the Selected Commercial Banks in Riyadh (Saudi Arabia)

Journal Article

Motairi, Mohammad Al . 2014

• Publication Work Type: Research Article
• Publication Online URL: nternational Journal of Management & Information Technology
• Issue Number: 2
• Volume Number: 9
• Pages: 1662-1670

Publication Abstract

Online banking is one of the main functions of modern banking in existing banking operations across the globe. 
Online banking operations improve the performance of the banking industry and helps customers to reduce their 
transaction costs. This study aims to investigate the relationship between online banking services offered by Al 
Rajhi Bank, National Commercial bank and Riyadh Bank. Various dimensions such as movable, tangible assets, 
reliability, responsiveness and empathy as determinants of customer satisfaction have been used. These 
dimensions are based on the SERVQUAL model developed by Han and BEC (2004). The reliability and validity of 
the dimensions were examined by the alpha value of the Cronbach test. The value of this test is 0.74, 
representing a good internal scale consistency. Descriptive statistics and dichotomous logistic regression model 
have been used to study the relationship various dimensions and customer satisfaction. The sample size is 
consisting of 100 customers. Purposive sampling technique was used to select customers who familiar with online 
banking. Thus various university students were selected from the Kingdom of Saudi Arabia in Riyadh. The names 
of these universities are: King Saud University, University of Islamic Imam Muhammad Bin Saud and Prince 
Sultan University. The study shows that the selected dimensions; tangible, reliability, responsiveness and 
empathy are important determinants of overall satisfaction of the customer, but with different levels. Moreover, the 
study shows that tangible property and reliability to improve most influential dimensions of the overall probability of 
the customers’ satisfaction with the rest of the dimensions proposed in this study.