Ibn Khaldûn Journal of Innovation and Development Vol.(4) No.

(1) (2022)

Modeling the impact of the quality of electronic banking services on customer

satisfaction (the case of Algerian banks)

mesri.nadhirchercheur@gmail.com

1511 50 20 1511 52 50 1512 21 50

Abstract
Through this research paper, we tried to target the issue of the electronic banking services
quality and their impact on the satisfaction of Algerian bank customers, relying on a
sample of 288 clients, and in order to solve the problem of the study, we relied on the
structural equations modeling method using the AMOS program.
As for the results of the research, it was found that the indicators of quality and conformity
with the study model are acceptable, and the path coefficients in the measurement model as
well as the structural model showed that the dimensions of electronic service quality
contribute a lot to improving customer satisfaction. And about the effect of the quality of
electronic banking services on customer's satisfaction, it was clear through the value of the
path coefficient that the relationship is significant at 1%, and that the effect is positive and
strong.
Keywords: electronic banking services, customers satisfaction, structural equations
modeling.

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
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
 

 John Kwaku Mensah Mawutor, Impact of E-Banking on the Profitability of

Banks in Ghana

Mawutor M.J
 (Mawutor, 2014)

 Basel J. A. Ali , Wan Ahmad Wan Omar, Relationship between E-Banking

Service Quality and Customer Satisfaction in Commercial Banks in Jordan.

)PLS-SEM

eBay Amazon America Online

 American Marketing Association

Philip Kotler

Blois Keith

(Blois, 1974)

EFT

Rust and (Keivani & et al, 2012, p. 62)

Lemon
Tse

and Wilto

Kotler & Keller )3122( ‫ أما‬،

(Hammoud , Rima, & El Baba, 2018, p. 2)

(Mahfouz & Nevien , The Impact of e-Banking on Service Quality in the Egyp-

Berry & tian Banking Sector, 2016, p. 2)

Parasuraman

Kumar &Ganguli

Hammoud & Bizri & El Baba

Yoo and

(Marimon, Luc, SITEQUAL Donthu

& Marti, 2012, p. 773)

 1.1
AMOS.21

Hammoud, Bizri & El Baba

 Masoud & AbuTaqa
:
 ‫ألفا كرومباخ‬ ‫التباين المستخلص‬ ‫الموثوقيت المركبت‬ ‫المحور‬

‫‪1.949‬‬ ‫‪1.784‬‬ ‫‪1.9:2‬‬ ‫محور الموثوقية‬

‫‪1.98:‬‬ ‫‪1.735‬‬ ‫‪1.:19‬‬ ‫محور األمن والخصوصية‬

‫‪1.962‬‬ ‫‪1.735‬‬ ‫‪1.9:3‬‬ ‫محور الكفاءة‬

‫‪1.94:‬‬ ‫‪1.722‬‬ ‫‪1.997‬‬ ‫محور االستجابة والتواصل‬

‫‪1.:1:‬‬ ‫‪1.:39‬‬ ‫‪1.761‬‬ ‫محور رضا العمالء‬

‫‪AVE‬‬ ‫‪AVE‬‬

‫)‪،(BABA & Abubakar , 2019, p. 43‬‬

‫محور رضا‬ ‫محور االستجابت‬ ‫محور‬ ‫محور األمن‬ ‫محور‬ ‫المحور‬
‫العمالء‬ ‫والتواصل‬ ‫الكفاءة‬ ‫والخصوصيت‬ ‫الموثوقيت‬

‫‪1.932‬‬ ‫محور الموثوقية‬

‫‪1.:23‬‬ ‫‪1.8:1‬‬ ‫محور األمن‬

‫والخصوصية‬

‫‪1.8:1‬‬ ‫‪1.549‬‬ ‫‪1.546‬‬ ‫محور الكفاءة‬

‫‪1.893‬‬ ‫‪1.7:7‬‬ ‫‪1.5:8‬‬ ‫‪1.626‬‬ ‫محور االستجابة‬

‫والتواصل‬

‫‪1.917‬‬ ‫‪1.7:1‬‬ ‫‪1.6:4‬‬ ‫‪1.685‬‬ ‫‪1.66:‬‬ ‫محور رضا العمالء‬

‫‪AVE‬‬
Root Mean Square Error of Approximation

SRMR )SRMR

SRMR
Tucker-Lewis Comparative Fit Index CFI

Index (TLI)

AMOS

. (Madavan & Vethirajan, 2020)

(Sohrabi, Julie , & Robert , 2013)

(Sathiyavany & Shanmugathas , (Kumbhar, 2011)

2018)



 

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31.

‫الدراسات التي اعتمد عليها الباحثان في تحديد فقرات المحور‬

 Poon, Wai‐Ching. )8002("Users' adoption of e‐banking
services: the Malaysian perspective." Journal of business & industrial
marketing.
 Toor, A., Hunain, M., Hussain, T., Ali, S., & Shahid, A.
(2016). The nimpact of E-Banking on customer satisfaction: Evidence
from banking sector of Pakistan. Journal of Business Administration
Research, 5(2), 27-40
 Hammoud, Jamil, Rima M. Bizri, and Ibrahim El Baba. "The
impact of e-banking service quality on customer satisfaction: Evidence
from the Lebanese banking sector." Sage Open 8.3 (2018).
 Sikdar, P., Kumar, A., & Makkad, M. (2015). Online banking
adoption: A factor validation and satisfaction causation study in the
context of Indian banking customers. International Journal of Bank
Marketing, 33, 760-785.
 Hammoud, Jamil, Rima M. Bizri, and Ibrahim El Baba. "The
impact of e-banking service quality on customer satisfaction: Evidence
from the Lebanese banking sector." Sage Open 8.3 (2018).
‫دراسة ميدانية‬:‫ أثر جودة اخلدمات املصرفية اإللكرتونية على رضا الزبائن‬،‫ صالح الدين مفتاح سعد الباهي‬
 .‫على البنك اإلسالمي األردين يف عمان – األردن‬
،‫ دراسة مقارنة بني البنوك االسالمية والبنوك التجارية‬:‫ تقييم أداء البنوك اليمنية‬،‫ خالد حممد أمحد اجلابري‬
.8002 ،‫ جامعة قناة السويس‬،‫أطروحة دكتوراه ختصص إدارة األعمال‬
 Sikdar, P., Kumar, A., & Makkad, M. (2015). Online banking
adoption: A factor validation and satisfaction causation study in the
context of Indian banking customers. International Journal of Bank
Marketing, 33, 760-785
‫ جامعة‬،‫ أطروحة دكتوراه ختصص تسويق‬،‫ أثر أبعاد جودة اخلدمة على وفاء الزبائن‬،) 8002(‫ طالب مرمي‬
.8002 ،‫تلمسان‬
 Mawutor, John Kwaku Mensah. "Impact of E-Banking on the
Profitability of Banks in Ghana." Research Journal of Accounting and
Finance 5.22 (2014.)
 Alawneh, Ali, Hasan Al-Refai, and Khaldoun Batiha. "Measuring
user satisfaction from e-Government services: Lessons from Jordan."
Government Information Quarterly 30.3 (2013): 277-288.
 Hammoud, Jamil, Rima M. Bizri, and Ibrahim El Baba. "The
impact of e-banking service quality on customer satisfaction: Evidence
from the Lebanese banking sector." Sage Open 8.3 (2018).
‫غير موافق‬ ‫غير‬ ‫موافق‬
‫موافق محايد‬
‫بشدة‬ ‫موافق‬ ‫بشدة‬