Browsing by Author "Ramadan, Izzat Ibrahim"

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    Quality Online Banking Services in Lebanon
    (2007) Ramadan, Izzat Ibrahim
    The popularity of banking services delivered over the Internet (online banking services) is increasing in recent years. In the highly competitive Internet banking environment, high service quality is essential for survival of banks. This leads to the fact, that a good understanding of the attributes that customers use to judge service quality is necessary in order for the bank to be able to monitor and enhance its services performance and improve its overall service quality. The purpose of this study is to provide insight into how customers perceive the quality of online banking services and to develop an instrument consisting of different service quality dimensions that can be used to measure the quality of such services. Using an already developed model for measuring the quality of online services, a modified theoretical model (instrument) for measuring the quality of online banking services has been developed. A quantitative research method including the design and distribution of a questionnaire has been used, and empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes five quality dimensions (Service Performance, Security and Privacy, Overall Quality, Communication and Efficiency) with total of 36 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.