E-Services and Their Impact on Increasing Customer Satisfaction - An Analytical Study of the North African Bank in Zintan

Abstract

The study aimed to answer the main question: What is the impact of using electronic services in achieving customer satisfaction at the North African Bank, Zintan branch, in addition to the following sub-questions: What is the impact of using ATMs in achieving customer satisfaction at the North African Bank, Zintan branch? What is the impact of using electronic services via mobile phone in achieving customer satisfaction at the same bank? What is the impact of applying electronic services via the Internet in achieving customer satisfaction at the bank? A main hypothesis and three sub- hypotheses were derived from the study questions. The study used the descriptive analytical approach. The research sample consisted of (86) customers of the North African Bank, Zintan branch. Using the (SPSS) statistical program, the study proved its main hypothesis that there is a statistically significant impact of using electronic services in achieving customer satisfaction at the North African Bank, Zintan branch. The three sub-hypotheses were also proven that there is a statistically significant impact for each of the services via ATM, telephone and Internet, respectively, where the level of significance (0.000) was less than (0.050) in each result of the study's hypotheses analysis.