Customer Satisfaction Between online and on-site banking services in Saudi Arabia

Abstract

The banking industry is increasingly expanding it is use of online banking as an effective and viable platform for creating customer value. It is one of the common services provided by traditional banks in order to deliver reliable and convenient services to internet customers. With the exponential advancement of digital technologies as a commercial tool, Internet banking can be used to draw more consumers to make banking transactions in similar banks. However, the key issue that providers face with Internet banking is that a substantial number of bank clients are unable to use the Internet banking services that are available. This occurred because the services provided by Internet banking have yet to meet the needs of their customers. Customer’s satisfaction and preference are essential factors in a bank's ability to maintain a competitive advantage.