Article Title Year of Publication

The Impact of E-Banking on Customer SatisfacSeptember, 2016

The moderating effect of user experience on satisfFavruary 2015

The Impact of E-Banking Service Quality on
Customer Satisfaction: Evidence From the
Lebanese Banking Sector Sep-18

Impact of e-banking service quality on e-loyalty in

pandemic times through interplay of e-
satisfaction Sep-20
Name of Journal

Journal of Business Administration Research

Inf Syst E-Bus Manage

SAGE Open

Journal of Management Emerald Publishing Limite

Key Points

The key contribution toward this study was to investigate the unpact of E-banking in Baning industry of Pakistan on customer

The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users—a t
effect of user experience with the products of a specific institution
The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer
satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction.

This study aims to empirically explore e-banking service quality and its impact on the e-banking loyalty through a mediating im
COVID-19 to examine the electronic services provided by these banks
Proposed Hypotheses Variables Used Methodology

H1: Reliability has significant effect on The data was

customer satisfaction in E-banking. collected from
H2: Responsiveness has significant Banking sector
effect on customer satisfaction in E- and target
banking. 1- Depedendent population is
H3: Assurance has significant effect on variable (Customer banks customer.
customer satisfaction in E-banking. satisfaction They selected
H4: Tangibles have significant effect on 2- Dependent variab sample size of
customer satisfaction in E-banking. is services 264.

H1 The ease of access to the electronic

banking service of a financial institution
positively determines trust towards the
service. H2 The ease of access to the
electronic banking service of a financial
institution
positively determines ease of use of the
service. H3 The ease of access to the
electronic banking service of a financial
institution
positively determines satisfaction
towards the service. H4 Trust in the
electronic banking service of a financial
institution positively Data was collected
determines the usefulness of the from a self-
service. H5 Trust in the electronic administered Web
banking service of a financial institution survey in the
positively 1- Independent authenticated
determines satisfaction with the service. Variable (ease section of the
H6 The ease of use of the electronic access) 2- electronic banking
banking service of a financial institution Mdiator(Ease of Use, service of a
positively determines trust in the trust, Usefullness) prestigious
service. H7 The ease of use of the 3- Dependent Spanish National
electronic banking service of a financial Variable financial
institution (Satisfaction) institution. The
positively determines the usefulness of 4-Moderator survey sample size
the service. (Experience ) was 1081.
Hypothesis 1 : The efficiency of E-
Banking services positively affects
customer satisfaction.
Hypothesis 2: The reliability of E-
Banking services positively affects Data were
customer satisfaction. 1- Independent gathered using a
Hypothesis 3: The security and variable (dimensions survey instrument,
privacy of E-Banking services positively of E-Banking service which was
affects customer satisfaction. quality) distributed among
Hypothesis 4: The responsiveness and 2-Dependent bank clients in the
communication in E-Banking service variable (Customer Lebanese banking
positively affects customer satisfaction. satisfaction) sector. T

The data was

collected through
an adapted
questionnaire by
using emails and
messaging
applications. The
database of a local
marketing
company in
H1. Reliability in e-banking services Pakistan was used,
positively influences e-banking loyalty. and 976 responses
H2. Privacy and security in e-banking were included in
services positively influence e-banking the analysis. The
loyalty. H3. Website design in e-banking 1. Independent structured
services positively influences e-banking Variable (e e-banking equation modeling
loyalty. H4. Customer service and service quality) 2- was used to test
support in e-banking services positively Dependent variable the propositions
influence e-banking loyalty (loyality) of study
Statistical Tools used in the study
Descriptive statistics, ANOVA, Correlation and satisfaction in banking
regression
Descriptive statistics, reliabilty analysis,
goodness of fitindices and regression
Key findings
They found that sevices
quality have signifcant
positive imfluence on
customer satisfaction
however they observed
tangible and empathy
insignificant to customer
industry.
the results show that
experience has a moderating
effect on three causal
relationships: ease of access
on trust.The results reveal
significant differences (p value
\0.05) in the causal
relationships between certain
variables of the proposed
structural models;
specifically in the
relationships deriving from
hypothesis H4 (effect of trust only one financial institution,
on
usefulness) and H7 (effect of of the results and problems in
ease of use on usefulness)
Limitation of the study
1-The sample size of the
research chosen is small as
compared to the e-banking
customers in Pakistan, because
of the time-constraint.
Increased sample size can lead
us to better generalizability of
the results of the study.
2- The sample has been
derived through non-
probability sampling as list of
respondents that would
allow for random sampling was
not accessible.
The sample in this study refers
to the results of users from
which could lead to a distortion
extrapolating the findings

The data were statistically analyzed using
structural equation modeling with SPSS and
Amos (20)
The structured equation modeling was used to design with e-banking loyalty needed and appreciated in
test the propositions of study
The findings show that
reliability, efficiency, and ease
of use; responsiveness and
communication; and security
and privacy all have a
significant impact on
customer satisfaction, with
reliability being the dimension small sample size, and
with the strongest impact crosssectional study,
The findings delineate that
reliability and website design
proved to increase e-banking
loyalty, particularly during
COVID-19. The link between
e-banking privacy and security This research was limited to
and e-banking loyalty was Pakistan’s e-banking
proved as fully mediated by e- environment because of
banking satisfaction; accessibility issue of
however, indirect effect of respondents and time
the reliability and website constraint as quick research is
was partially mediated these unprecedented times.
Direction for future Research
1-Further research should be carried out
with increased sample size to generalize
the results of the study.
2- Other service quality factors which
affect customer satisfaction can also be
added for further research.
3- Bank specific research i.e. private and
public or local and foreign banks may
generate more clear results regarding
customer satisfaction in e-banking sector
in Pakistan.
First, future studies could measure the
actual use of online banking and
compare the results of each of the
possible tool (Internet, social networks,
television, etc.) and other financial
institutions.
Relation to Research Topic
The study is line with the our
proposed for saveral reason such as
the same contexts is covered in this
specifi study. Further more the
researcher also mentioned that online
banking should be cover in furture
research
The study is line with the our
proposed for saveral reason such as
the same contexts is covered in this
specifi study. Further more the
researcher also mentioned that
internet banking should be cover in
furture research
To further extend this research, it is
recommended that ways to increase the
reliability of “E-Banking” service be
investigated, particularly within the
Middle East. Moreover, the meaning of
“reliability” may differ across countries
even within the region, which warrants a
careful investigation of this construct,
and others, in multiple cultural contexts.
The study is line with the our
proposed for saveral reason such as
the same contexts is covered in this
specifi study. Further more the
researcher also mentioned that f E-
Banking service quality should be
cover in furture research

Further research also can empirically

verify the relationship of initial trust
along with customer satisfaction in e-
banking and can consider banks data The study is line with the our
from multiple nations. A comparative proposed for saveral reason such as
study of Asians with other regions can be the same contexts is covered in this
a useful study. Also, future research specifi study. Further more the
should consider the combination of researcher also mentioned that f E-
strategic management theories to study Banking service quality should be
the relationship of EBSQ cover in furture research