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The Relationship between E-Service Quality and E-Customer Satisfaction: An Empirical Study in Egyptian Banks

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  • Hany Aly Shared

Abstract

E-Service has become of great importance to both companies and researchers alike during the last decade. So, E-Service helping the banks in building a good relation-ship with their customers. However, The main aims of this study are to investigate. Does E-Service Quality affect E-Customer Satisfaction in Egyptian Banks? the study collected 140 surveys from respondents who use online service in different branches banks located in Cairo City in Egypt. Factor analysis has shown a significant impact between e-service quality and e-customer satisfaction. The regression analysis showed a significant correlation between all the variables of the e-service quality and e-customer satisfaction except Empathy.

Suggested Citation

  • Hany Aly Shared, 2021. "The Relationship between E-Service Quality and E-Customer Satisfaction: An Empirical Study in Egyptian Banks," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(5), pages 171-171, July.
    • Handle: RePEc:ibn:ijbmjn:v:14:y:2021:i:5:p:171
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    References listed on IDEAS

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    1. Miah, Md. Rahimullah, 2013. "A Framework on Internet Banking Services for the Rationalized Generations," Asian Business Review, Asian Business Consortium, vol. 3(2), pages 63-69.
    2. DeYoung, Robert & Lang, William W. & Nolle, Daniel L., 2007. "How the Internet affects output and performance at community banks," Journal of Banking & Finance, Elsevier, vol. 31(4), pages 1033-1060, April.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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