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Title:
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STUDY ON BANK'S CUSTOMER SATISFACTION IN SAUDI ARABIA |
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Author(s):
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Mohammed A. T. AlSudairi |
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ISBN:
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978-989-8704-04-7 |
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Editors:
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Philip Powell, Miguel Baptista Nunes and Pedro Isaías |
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Year:
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2014 |
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Edition:
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Single |
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Keywords:
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Customer Satisfaction, Electronic Banking Customer Satisfaction, Internet Banking Services, Web Portal Customer Satisfaction |
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Type:
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Full Paper |
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First Page:
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35 |
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Last Page:
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42 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Advances in the capabilities of information technologies and the desire for accelerated business innovations are motivating services firms, such as banks, to reengineer their existing business processes and activities and develop newer business models. The implementation of self-service through a web-based portal is one of the significant business models being implemented by banks. These portals are expected to provide customer satisfaction. So, there is a need to develop research models to examine what features of portals or web sites and how they could influence customer satisfaction. The purpose of this study is to evaluate internet banking service quality of the customer perceptions in Riyadh, Saudi Arabia. Five web portal features as factors of customer satisfaction are examined against the random sample drawn from the Riyadh population of customers. A model consisting of 26 items across 5 dimensions is developed for evaluating the instruments reliability and validity. Empirical research results show that 2 out of 5 factors viz. Functional Usefulness and Safety have potential to influence customer satisfaction in Riyadh. |
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