العوامل المؤثرة على رضا العملاء عن الخدمات المصرفية الالكترونية في البنوك التجارية السودانية
Factors Affecting customer's satisfaction with electronic banking services in Sudanese commercial banks
Mots-clés :
ease and clarity, trust and security, support services, customer's satisfaction, electronic banking servicesRésumé
The primary objective of this study is to investigate the factors affecting customer's satisfaction with electronic banking services (ease and clarity, trust and security, support services) in Sudanese commercial banks. The study population consists of Sudanese commercial banks customers, with a simple random sample of 100 participants, the study employs an analytical, descriptive and statistical approach. Data was collected using a questionnaire.
The theoretical framework addresses the concept and advantages of electronic services, the concept of satisfaction and factors affecting customer satisfaction, the historical background of Electronic banking services in Sudan. In the practical framework, the study data were analyzed using the SPSS program to obtain descriptive and statistical results and to test the hypotheses.
The key findings of the study reveal a positive relationship between all factors and customer's satisfaction with electronic banking services. There is a strong positive relationship for trust and security, supporting services factors, and a weak positive relationship for ease and clarity factor.
The study recommends improving the trust and security levels, upgrading support services, and paying attention to supporting electronic payment systems, and improving communication channels between commercial banks and customers
