Analyzing the Relation Between Client Satisfaction and E-Banking Quality: Case of Rafidain Bank

Omar T. Abdulrahman¹, Mohammed A. Mohammed², Omar S. Azeez³, Thabit H. Thabit^4
1Ninevah Medical College, Ninevah University, Mosul, Iraq
²College of Administration and Economic, University of Mosul, Mosul, Iraq
³Freelancer Researcher, Ninawa Pharmaceutical Factory, Mosul, Iraq
⁴College of Electronics Engineering, Ninevah University, Mosul, Iraq
Email: thabit.thabit@uoninevah.edu.iq
DOI: 10.23918/ICABEP2021p20

Abstract

This research aims to evaluate the quality of e-banking in Iraq and their impact on client satisfaction, test the relationship between quality of services (QoS) dimensions and client satisfaction, and identify the predominant rate of quality of services which effects client satisfaction in Iraqi banks. So, the importance of research stems from examining the impact of Iraqi banks’ e-banking and their effect on client satisfaction, mentioning on the strengths and weaknesses of the e-banking and their effect on client satisfaction. Therefore, the research is based on a basic hypothesis that the quality of banking services can enhance client satisfaction and give a competitive advantage to the bank. The researchers concluded that all determinants of service quality are completely interrelated with client happiness, and Rafidain bank improvements have to be done in all items of service quality with the aim of recovering clients’ satisfaction.

Keywords: Client Satisfaction, Quality of Service, E-Banking, Rafidain Bank

ICABEP2021
International Conference on Accounting, Business, Economics and Politics

3rd joint conference organized by the collaboration of the Faculty of Administrative Sciences and Economics,
Tishk International University, College of Administration and Economics, Salahaddin University-Erbil, and
University of Szczecin, Poland.