Customer Satisfaction towards EBanking in Saudi Arabia - Essay Example

The findings of the study suggest that the quality of internet connection, the awareness of internet banking and its benefits the social influence, and computer efficacy are important in ensuring that e-banking is accepted and the level of satisfaction of the customers is boosted. The paper further analysis the findings and discusses the different results and thereafter suggestions for future research on areas that need to be improved is done.

1.1: Introduction

Internet banking has become popular in the global market and the financial services sector all over the world is changing and transforming and adopting the new channel as the preferred mode of services. The banking sectors and many banks have transformed and established the presence of the internet using web technologies to provide customers with interactive retail banking transactions. The customers on the other hand have been attracted to the new banking operations since there is round clock a seiche for the bank thereby ensuring ease to access and also avoiding queues and restrictive banking for the customers during the operating hours (Almogbil, 2005). The level of efficiency that comes with the internet and the security of making huge transactions have also made the method popular with the customers especially those making many transactions. Internet banking, therefore, helps the banks to retain their customers, improve customer satisfaction, increase banks’ market share and reduce the administrative and operational cost but most importantly it offers the banks a competitive advantage on the global market (Aladwani, 2001). Although a lot of research on customer acceptance and satisfaction has been done in the United States and America limited published work exists on the Middle East.

The developing countries in the Middle East such as Saudi Arabia have had too limited research and published work that has been done on the acceptance of internet banking and the satisfaction in arbitered banking (Almogbil, 2005). This paper discusses customer satisfaction in Saudi Arabia with the Alrajhi Bank acting as the case study and due to the Sharia Law, a developing economy, and the different legal system the paper aims to analyze the different aspects and use them to understand the subject of the paper (Almogbil, 2005).