The effect of e-banking services quality on customer satisfaction: The example of Djibouti

This research aims to measure the effect of the quality of electronic banking services on customer satisfaction. The sample of the research consists of bank customers in Djibouti. In this study, descriptive statistical method was used and it was aimed to measure the effect of variables on customer satisfaction. A 39-item questionnaire was designed and distributed to bank customers in Djibouti to collect data and achieve the objectives of the research. It was calculated that the number of samples representing the research universe was 425. Research data were analyzed using SPSS 26 program and hypotheses were tested. It has been determined that customer satisfaction is one of the important criteria in evaluating the performance and future orientation of organizations, especially in the light of advanced technology and modern communication devices. It has been determined that most of the participants in the research benefit from electronic banking services, their ages are generally between 25-34 and most of the education level has a university degree. There is a positive relationship and a statistically significant effect between two variables, electronic banking services (ease of use, time saving, trust, privacy) and customer satisfaction. In order to follow up the changes that may occur in electronic banking services and to follow the developments that can meet customer expectations, it is important to carry out studies to establish standards for the measurement and evaluation of electronic banking service quality in the coming years.