The impact of quality of electronic banking services on customer satisfaction in Islamic banks: The case of Lebanon

The objective of this research is to ascertain the impact of electronic banking services' quality, encompassing dimensions such as user-friendliness, time efficiency, confidentiality, and security, on customer satisfaction in Lebanese Islamic banks. To achieve the study' s goals, the researcher developed a research tool (questionnaire) consisting of 40 items to collect data from the study community, which included 212 respondents. In light of this, data was collected, analyzed, and hypotheses were tested using the Statistical Package for Social Sciences (SPSS) software and the internal consistancy coefficient for the items subject to the Likert scale was calculated using Alpha Cronbach . The overall consistency coefficien of the questionnaire was founded to be 0.939 wich is suitable for the purposes of the study. At the conclusion of this research, the researcher formulated a set of recommendations, the most significant of which are: - Its necessary that Lebanese Islamic banks maintain a high level of service quality dimensions and periodically monitor them to uphold customer satisfaction amidst the ongoing crises in Lebanon. - Banks should conduct regular studies to measure the effectiveness of electronic banking services, ensuring and preserving customer satisfaction, particularly given that customer expectations and experiences vary from one customer to another, in addition to the continuous evolution in technology and banking systems.It is advised to stay abreast of modern banking technological advancements, work on incorporating modern electronic channels, enhance existing channels, and expand the range of services offered through these channels to align with customer needs. This will result in retaining existing customers, acquiring new ones, gaining a competitive advantage, and maintaining market persistence alongside traditional banks.