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Impact of Online Banking on Customer Satisfaction in KSA
Kayello, Tamara
Kayello, Tamara
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Supervisor
Date
2021
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Abstract
The goal of this research is to examine the relationship between customer satisfaction and the aspects of online banking service to figure out which one has the most impact on customer satisfaction. The information was acquired through a survey that was sent out to Effat students and others in Saudi Arabia. The data were statistically evaluated using descriptive statistics, and the findings suggest that customer satisfaction is influenced by reliability, efficiency, and ease of use; responsiveness and communication; and security and privacy, with reliability having the greatest impact. Online banking has evolved into one of the most important banking services that, when effectively implemented, may improve customer satisfaction while also providing banks with a competitive edge. Recognizing the relative relevance of service quality factors will assist the banking business in concentrating on what most pleases consumers.