Customers' Perception and Satisfaction towards E-Banking Service in Yemen and Its Quality
Mohammed M. H. Qasabah *
Mangalore University, Mangalagangothri, Dakshina Kannada, Karnataka, India.
Abbokar Siddiq
University College, Mangalore University, Karnataka, India.
*Author to whom correspondence should be addressed.
Abstract
Providing quality e-banking services helps banks to achieve customer satisfaction, which in turn affects banks' overall financial performance. Therefore, there is need for banks to monitor the quality of the e-banking services they provide. The present study is a quantitative descriptive study intended to measure the level of customer perception and satisfactions towards e-banking service in Yemen and its quality (i.e, overall e-banking service quality as well as the quality of its dimensions: website design, reliability/fulfillment, privacy/security and customer service). The sample included 454 respondents drawn from the population of customers of Yemeni banks that provide e-banking service. The tool of data collection was questionnaire developed by the researchers. The study revealed that the level of customer perception and satisfactions towards e-banking service in Yemen was moderate, and the overall e-banking service quality as well as the quality of its dimensions (website design, reliability/fulfillment, privacy/security and customer service) was also moderate.
Keywords: Customer perception, customer satisfaction, e-service quality, e-banking, yemeni banks.