Q. Al-Salami, Fatma I El-Zelawi, Almabruk S. Sultan
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引用次数: 2
摘要
尽管利比亚提供了一些电子银行(e-banking)服务,但这些服务在许多方面仍然面临困难,它们有优点和缺点,到目前为止,它们还没有被一些客户理解并得到他们的满意。本研究旨在通过ISO 9126标准了解利比亚电子银行服务的客户满意度(CS)程度。研究人群为班加西市(Al-Wahda)银行和(Commerce & Development (C&D))银行的所有客户,随机抽取180名客户和207名客户。对研究假设进行了检验,我们注意到在所研究的银行中,根据质量标准ISO 9126软件提供的电子银行质量服务与CS之间存在很强的显著相关关系。本研究的价值来自于研究利比亚银行电子银行服务质量对CS影响的新科学成果,其独创性在于缺乏对利比亚银行特别是班加西市的整体研究。
Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya
Despite the availability of some electronic banking (e-banking) services in Libya, these services are still facing difficulties in many ways, they have advantages and disadvantages, and so far, they have not been understood by some customers to get their satisfaction. This research aims to know the extent of customer satisfaction (CS) with e-banking services in Libya through ISO 9126 standards. The research population consisted of all customers of (Al-Wahda) and (Commerce & Development (C&D)) bank in Benghazi city, a random sample of 180 and 207 clients were selected respectively. Research hypotheses have been tested, and we noticed a relationship between the existence of a strong significant correlation between the quality services of e-banking according to quality standards ISO 9126 software and CS among the banks under study. The value of this research comes from the new scientific results to study the impact of the quality of e-banking services on CS in Libyan banks, and its originality lies because of the lack of this research applied to Libyan banks in general and Benghazi city in particular.