Abstract
Our research investigates Electronic Banking Service Quality impact on Customer Satisfaction in public commercial banks in Egypt. Further, it aims to identify whether there is variation in the awareness of customers with electronic banking services quality, and customer satisfaction according to demographic factors.
The study relied on the descriptive analytical approach, where the survey list was used for collecting data from the target population which represented customers in public commercial banks (Banque Misr - National Bank of Egypt - Cairo Bank) in Benha in the Qalyubia Governorate. The researcher selected a sample of 500 consumers representing the study population and then distributed surveys to the study sample using a questionnaire. There were (449) completed questionnaires, accounting for 89.8% of the study's statistical analysis. The obtained responses from respondents were analyzed statistically using SPSS to investigate the research hypotheses.
Based on empirical results, this research showed that electronic banking service quality has a significant positive impact on customer satisfaction in public commercial banks in Egypt. Furthermore, the results indicated that the second and third main hypotheses were partially validated, which states that there are statistically significant differences in customers’ awareness of electronic banking services quality and customer satisfaction respectively, according to demographic factors (gender, age, education level, and region) in public commercial banks in Egypt.