Effectiveness of E-Banking and Customer Satisfaction; A Moderating Role of Personal Traits

Authors

  • Muna Ghayeb AMA International University Bahrain

Keywords:

Keywords— Effectiveness of e-banking, Personal traits, Customer satisfaction, Moderation.

Abstract

The purpose of this study was to examine the relationship between the effectiveness of e-banking and customer satisfaction. This study also aimed to examine the personal traits between the effectiveness of e-banking and customer satisfaction in Bahraini banks. For this purpose, data was collected using structured questionnaires from 100 customers of top ten banks in Bahrain. Statistical Package for Social Science (SPSS) software version 22 and Partial Least Square - Structural Equation Modelling (Smart PLS) were used for the analysis of the collected data. The findings showed a significant and positive affect of effectiveness of e-banking on customer satisfaction. Moreover, the education has significant and positive moderating effect but, age and gender has no on the relationship of e-banking and customer stratification.  Findings of the current study recommend that e-banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Knowing the relative importance of effectiveness of e-banking can help the banking industry focus on what satisfies customers the most

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Published

2021-02-12

How to Cite

Ghayeb, M. (2021). Effectiveness of E-Banking and Customer Satisfaction; A Moderating Role of Personal Traits. IKSP Journal of Innovative Writings, 1(2). Retrieved from https://iksp.org/journals/index.php/ijiw/article/view/56