Analysing the Relation between Client Satisfaction and e-Banking Quality: Case of Rafidain Bank
Omar T. Abdulrahman1, Mohammed A. Mohammed2, Omar S. Azeez3, Thabit H. Thabit4
1Ninevah Medical College, Ninevah University, Mosul, Iraq
2College of Administration and Economics, University of Mosul, Mosul, Iraq
3Freelancer Researcher, Ninawa Pharmaceutical Factory, Mosul, Iraq
4College of Electronics Engineering, Ninevah University, Mosul, Iraq
Correspondence Email: [email protected]
Abstract:
This research aims to evaluate the quality of e-banking in Iraq and their impact on client satisfaction, test the relationship between quality of services (QoS) dimensions and client satisfaction, and identify the predominant rate of quality of services that affects client satisfaction in Iraqi banks. So, the importance of research stems from examining the impact of Iraqi banks’ e-banking and their effect on client satisfaction, mentioning the strengths and weaknesses of e-banking and their effect on client satisfaction. Therefore, the research is based on a basic hypothesis that the quality of banking services can enhance client satisfaction and give a competitive advantage to the bank. The researchers concluded that all determinants of service quality are completely interrelated with client happiness, and Rafidain bank improvements have to be done in all items of service quality with the aim of recovering clients’ satisfaction.
Keywords: Client Satisfaction, Quality of Service, e-Banking, Rafidain Bank
Doi: https://dx.doi.org/10.23918/ejmss.V2i2p15
Published: July 1, 2021
References:
Agarwal, R., Rastogi, S., and Mehrotra, A. (2009). Customers’ Perspectives Regarding e-Banking in an Emerging Economy, Journal of Retailing and Consumer Services, 16, 340-351.
Ahmad, Ala’eddin M., and Al-Zu’bi, Hasan A. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation, International Journal of Marketing Studies, 3(1), 50-65.
Ahmed, Mohammed A., and Jameel, Alaa S. (2018). Factors Affecting on Job Satisfaction among Academic Staff, Polytechnic Journal, 8(2), 119-128.
Alabar, T. Timothy (2012). Electronic Banking Service and Customer Satisfaction in the Nigerian Banking Industry, International Journal of Business and Management Tomorrow, 2(3), 1-8.
Alagheband, Parisa (2006). Adoption of Electronic Banking Services by Iranian Customers, Thesis of Master in Marketing and e-Commerce, Lulea University of Technology, Sweden.
Alawneh, A., Al-Refai, H., and Batiha, K. (2013). Measuring User Satisfaction from e-Government Services: Lessons from Jordan, Government Information Quarterly, 30, 277-288.
Al-Nasrawi, Hamed A., Al-Tameemi, Ali H., and Thabit, Thabit H. (2018). The Impact of Organizational Dogmatism in Reducing the Employees’ Internal Marketing, International Journal of Social Sciences & Educational Studies, 5(1), 16-27.
Angelova, B., and Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model), International Journal of Academic Research in Business and Social Sciences, 1(3), 232-258.
Asad, M. M., Mohajerani, N. S., and Nourseresh, M. (2016). Prioritizing Factors Affecting Customer Satisfaction in the Internet Banking System based on Cause and Effect Relationships, Procedia Economics and Finance, 36, 210-219.
Asiyanbi, H., and Ishola, A. (2018). e-Banking Services Impact and Customer Satisfaction in Selected Bank Branches in Ibadan Metropolis, Oyo State, Nigeria. Accounting, 4(4), 153-160.
Bedi, M. (2010). An Integrated Framework for Service Quality, Customer Satisfaction and Behavioral Responses in Indian Banking Industry—A Comparison of Public and Private Sector Banks, Journal of Services Research, 10, 157-172.
Bultum, Ayana G. (2012). Adoption of Electronic Banking System in Ethiopian Banking Industry: Barriers and Driver, Thesis of Master in Accounting and Finance, Addis Ababa University, Ethiopia.
Daniel, Elizabeth (2000). The Provision of Electronic Banking Services in the UK and Scandinavia, Journal of Financial Services Marketing, 4(4), 319–330.
Darwish, A., and Lakhtaria, K. I. (2011). The Impact of the New Web 2.0 Technologies in Communication, Development, and Revolutions of Societies, Journal of Advances in Information Technology, 2, 204-216.
Datta, S. K. (2010). Acceptance of e-Banking among Adult Customers: An Empirical Investigation in India, Journal of Internet Banking and Commerce, 15(2), 1-17.
Fakhoury, R., and Aubert, B. (2015). Citizenship, Trust, and Behavioural Intentions to Use Public e-Services: The Case of Lebanon, International Journal of Information Management, 35, 346-351.
Gounaris, S., Dimitriadis, S., and Stathakopoulos, V. (2010). An Examination of the Effects of Service Quality and Satisfaction on Customers’ Behavioral Intentions in e-Shopping, Journal of Services Marketing, 24(2), 142-156.
Hadj Aissa, Sid Ahmed, and Thabit, Thabit H. (2019). Modelling the Relevance between the Relationship Marketing and WOM Marketing through the Customer Satisfaction: Case Study in Algeria Telecommunications Corporation, Tikrit Journal for Administration & Economics Sciences, 15 (45 Part 1), 1-21.
Hadj Aissa, Sid Ahmed, Thabit, Thabit H., and Hanniche hadj (2018). The Impact of Customer Relationship Management on Customer Behavior: Case Study of Ooredoo for Telecommunications, Revue Des Sciences Commerciales, 12(1), 67 – 78.
Hammoud, J., Bizri, R. M., and El Baba, I. (2018). The Impact of e-Banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector, SAGE Open.
Islam, R. M. D. (2012). Application of SERVQUAL Model in Customer Service of Mobile Operators: A Study from the Context of Bangladesh, European Journal of Business and Management, 4 (1), 47-54.
Jameel, Alaa S., and Ahmad, Abd Rahman (2019). The effect of Transformational Leadership on Job Satisfaction among Academic Staff, 34th International Business Information Management Association Conference: Madrid, Spain.
Jameel, Alaa S., and Ali, Mohammed A. (2016). Factors Affecting Customer Loyalty Towards Yes Company in Malaysia, International Journal of Advanced Research in Engineering & Management, 2(1), 39-45.
Karem, M. A., Mahmood, Y. N., Jameel, A. S., and Ahmad, A. R. (2019). The Effect of Job Satisfaction and Organizational Commitment on Nurses’ Performance, Humanities and Social Sciences Reviews, 7(6), 332–339.
Kumar, S. A., Mani, B. T., Mahalingam, S., and Vanjikovan, M. (2010). Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: An Empirical Study, IUP Journal of Management Research, 9(4), 21-38.
Liao, Z., and Cheung, M. T. (2002). Internet-based e-Banking and Consumer Attitudes: An Empirical Study, Information & Management, 39, 283-295.
Mahmood, Yazen N., Raewf, Manaf B., and AL- Hamadany, Zaid S. (2019). A Study on the Perceptual Relationship between Overtime and Output: Case Study of Knowledge University, Cihan University-Erbil Journal of Humanities and Social Sciences, 3(1), 27-31.
Malhotra, N., and Mukherjee, A. (2004). The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contract Employees in the Banking Call Centers, Journal of Services Marketing, 18(3), 162-174.
Melaku, M. (2015). Impact of Service Quality on Customer Satisfaction: The Case of Bank of Abyssinia, Thesis of Master in Business Administration, Addis Ababa University, Ethiopia.
Raewf, Manaf B., and Thabit, Thabit H. (2015). The Student’s Satisfaction Influential Factors at Cihan University, International Journal of Advanced Research in Engineering & Management, 1(2), 63-72.
Raewf, Manaf B., and Thabit, Thabit H. (2017). Influencing Factors on Customer Satisfaction: Study on a Sample of Arab Restaurants in Malaysia, LAP – Lambert Academic Publisher, Germany.
Ravichandran, K., Prabakaran, S., and Kumar, A. (2010). Application of Servqual Model on Measuring Service Quality: A Bayesian Approach, Enterprise Risk Management, 1(1), 145-169.
Ryu, K., and Han, H. (2010). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Sharma, G., and Malviya, S. (2014). Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh, International Journal of Business and Management Invention, 3(3), 1-6.
Sharma, H. (2011). Bankers’ Perspectives on e-Banking, Global Journal of Research in Management, 1(1), 71-85.
Thabit, Thabit H., and Jasim, Yaser A. (2017). Applying IT in Accounting, Environment and Computer Science Studies, LAP- Lambert Academic Publisher, Germany.
Thabit, Thabit H., and Jasim, Yaser A. (2019). The Challenges of Adopting e-Governance in Iraq, Current Research Journal of Social Sciences and Humanities, 2(1), 31-38.
Thabit, Thabit H., and Mardini, Mazen M. (2015). The Relationship between Commercial Banks and Microfinance Institutions for Sustainable Development: Case of Iraq, 14th Scientific Conference, Al-Mansour University College, Baghdad, Iraq.
Thabit, Thabit H., and Raewf, Manaf B. (2018). The Evaluation of Marketing Mix Elements: A Case Study, International Journal of Social Sciences & Educational Studies, 4(4), 100–109.
Thabit, Thabit H., and Younus, Saif Q. (2019). The Efficiency of Internal Marketing Dimensions in Private Universities of Kurdistan Region to Achieve the Organizational Commitment, Koya University Journal of Humanities and Social Sciences, 2(2), 176-182.
Thabit, Thabit H., Raewf, Manaf B., Abdulrahman, Omar T., and Younis, Saif K. (2016). The Adoption of e-Commerce in SMEs: A Case Study on a Sample of Iraqi Enterprises, International Journal of Latest Research in Engineering and Technology, 2(6), 38-46.
Toor, Areeba, Husnain, Mudassir, Hussain, Talha, Ali, Shoaib, and Shahid, Adnan (2016). The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan, Journal of Business Administration Research, 5(2), 27-40.
Worku G., Tilahun A., and Tafa M. (2016). The Impact of Electronic Banking on Customers’ Satisfaction in Ethiopian Banking Industry (The Case of Customers of Dashen and Wogagen Banks in Gondar City), Journal of Business & Financial Affairs, 5(2), 1-18.
Zafar, Mohsin, Zafar, Sana, Asif, Aasia, Hunjra, Ahmed I., and Ahmad, H. Mushtaq (2012). Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan, Information Management and Business Review, 4(3), 159-167.
Zaim. (2010). Interrelationship Between Service Quality Attributes, Customer Satisfaction and Loyalty in the Retail Banking Sectoring in Bangladesh. International Trade & Research Conference (ITARC). London: Buckinghamshire New University.
Visits: 47