The Availability of Modern E-Banking Services and its Impact on Customer Satisfaction Evidence from Commercial Banks in Iraqi Kurdistan, Duhok Governorate as a Sample.
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Abstract
The banking sector is one of the most important pillars of any economy around the world, as it is the main source of financing and facilitating daily financial transactions. In Iraq, particularly in the Kurdistan Region, commercial and Islamic banks are progressing slowly. Since technology is a destiny rather than a choice, banks have to facilitate their services and reach customers faster and easier through e-banking practices. This study is attempting to shed light on the impact of these services combined (E-banking) on customer satisfaction in its five dimensions: security, privacy, cutting costs, simplicity & speed, and convenience. In addition, it intends to find out whether the commercial banks in Duhok provide up-to-date electronic services. To conduct this, questionnaires were used to gather responses from customers and managers of three commercial banks in Duhok. The statistical program (SPSS) is used to analyze (132) questionnaires. Results showed that there are modern e-banking practices performed by all three banks. Moreover, it demonstrated that customers are satisfied with these services, yet, on different levels. This study included some recommendations such as security considerations, improving marketing techniques, mobile banking is a core element in e-banking. In addition, customers should be more connected to up-to-date e-services as an international request.
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