The impact of e-banking services on customer satisfaction in commercial banks of Somalia

Over the last years, the concept of banking industry has rapidly built up the use of online banking as an efficient and reasonable set-up to value the client. Thus, this study aims to examine the impact of e-banking service quality effects over customer satisfaction, by giving attention issues such as customer, care, and customer trust. Additionally, the article aims to explore the level of customer satisfaction in selected banks in Somalia and draws conclusion on dimensions that have the most impact on customer satisfaction. In order to assess the impact of e-banking service on customer satisfaction in banks of Somalia, the survey design, one of the quantitative research method, was used. Data that were gathered through the questionnaire from 348 participants completing the questionnaire. The findings revealed that the e-banking Internet service does not fulfill client's satisfaction. The study also reveals that the five measurements (efficiency and ease use, reliability, security and privacy, and responsiveness and communication) of E-banking service quality have a significant impact on customer satisfaction while the most effective dimensions are efficiency and ease use, reliability, security, and privacy. Further research should be conducted with different samples in Somalia.