ABSTRACT

                          Objective of the research is to measure the service quality in electronic banking, to improve the customer’s satisfaction and to examine the different dimensions of service quality to relate them with expectation of customers. The Importance of the subject of electronic banking service and the importance of focusing on the service provided by the banks adopted, this study use seven dimensions that are very important to provide this service and they are: Reliability, Ease to use, privacy and security, Accessibility, Efficiency, Responsiveness and Cycle time, where the aim of this study is to measure the impact electronic banking on customer satisfaction.

The study sample consisted of 460 customers from who use electronic banking: through simple regression, the results indicated that there is an effect of electronic banking services to reach customer satisfaction. The results showed that there is a statically significant impact of the overall service quality dimensions of electronic banking customer satisfaction. In this research the gap between perception and expectation of e-banking is analyzed by using paired t-test and it shows statically significant gap between perception and expectation of e-banking.

Keywords: Internet Banking, Customer perception, Service quality, Customer Satisfaction