The impact of electronic banking on customer satisfaction in Iraq

The electronic services and technologies has been changing very fast. Banks services, specifically, the electronic banking (EB) are strongly related to these type of technologies. Recently, banks are providing different electronic services to their customers to achieve higher level of their satisfaction (CS). This study tests the effects of EB on CS in Iraqi Banks. The study is importance since it can help decision makers of Iraqi banks to understand the concepts EB and CS. It can also help them developing the EB in these banks to meet their customers' needs. This study was applied on eight banks in Iraq. These banks are working under high competition market, and concerning with satisfying their customers' needs. The population of the study was 700 employees. A random sample method was used to draw a sample, and the sample size used was 262. The questionnaire was used to collect data. Using SSPS 17.0 software, all the necessary statistical tests and analyses were performed. The results of this study showed that, in general, EB has a statistically positive and significant effect on the CS of Iraqi banks. The study concludes that EB in the sample banks in Iraq can enhance their CS. The study concludes that these results support the study hypotheses, and in line with the literature. The study suggests that the banks should keep applying strategies and programs to improve their EB, which by the end increases their CS.