The Role of Electronic banking applications in improving the quality of Services Provided to Customers: A field study on the Islamic Jumhouria Bank in Gharyan

Abstract

The study aimed to identify the role of electronic banking applications in improving the quality of services provided to customers. The researcher used the descriptive analytical approach and employed a questionnaire as a tool for collecting information from the perspective of the bank’s customers. A simple random sample was selected according to Morgan’s sampling table. The researcher distributed (350) questionnaires and used the Statistical Package for the Social Sciences (SPSS) program to analyze the data. The study reached a number of findings, the most important of which was the existence of a positive relationship between electronic applications, with their various dimensions, and the improvement of service quality for customers through the continuous renewal and updating of the application, which facilitates ease of use for customers. The study also presented several recommendations, the most important being the continuous development and improvement of the bank’s application in order to achieve customer satisfaction.