SERVPERF-based empirical evidence on e-banking services quality and customer satisfaction from Saudi banking sector

There has been accumulated research demonstrating that customer satisfaction is the key factor in the crucial and ultimate success of any business venture; and that quality dimensions of electronic banking services (e-banking services) are the most important ones in affecting customer satisfaction in the commercial banking sector. Given the acceleration in the provision of the latest electronic banking services by Saudi banks; and the lack of research on e-banking services quality provided by Saudi banks, this study aimed to measure the quality of e-banking services provided by commercial banks in Saudi Arabia, and analyze its impact on customer satisfaction. Unlike of most of previous research, the more precise and accurate SERVPERF model used for measuring service quality and customers' satisfaction. A significant impact of service quality of e-banking services was found on customer satisfaction; with reliability, assurance, and tangibility having the greatest effect on the satisfaction of complainants. Also, reliability and assurance of e-banking services found to have an effect on the satisfaction of Word-of-Mouth. However, no dimension of e-banking service quality was found to have an effect on the satisfaction of loyalty. (C) 2018 The Authors. Published by IASE.