Electronic Service Quality and lts lmpact on Customer Satisfaction: A practical Study on Digital Banks in Tripoli
Keywords:
Electronic Service Quality, Customer Satisfaction, Digital Banks, Security and Privacy, Ease of Use, ReliabilityAbstract
This study aims to analyze the impact of electronic service quality on customer satisfaction in digital banks in Libya, focusing on digital banks in Tripoli. The study adopts a descriptive-analytical approach and collects data through a questionnaire administered to a sample of 100 customers, analyzing the relationships between the dimensions of electronic service quality and customer satisfaction.
The results show a strong positive relationship between electronic service quality and customer satisfaction, with security and privacy and ease of use having the greatest impact on satisfaction. Other dimensions such as reliability, responsiveness, and information quality also showed positive effects, though less pronounced.
The study concludes that improving the quality of electronic services is a critical factor in enhancing customer satisfaction and loyalty, contributing to a sustainable competitive advantage for digital banks in Libya. The study provides a set of practical recommendations, including enhancing cybersecurity, improving application interfaces, developing technical support channels, and training staff on digital services.
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