The role of e-banking quality in improving customer satisfaction in commercial banks: a case study from Libya

Abstract

The bank is the central pillar of the economy; its mission is to offer financial services such as collecting savings and distributing them in the form of loans. It enjoys a leading position in high-value-added operations. However, the arrival of digital technology is suddenly going to call everything into question. At the heart of a constantly evolving digital era, Libyan banks are committed to following the global trend by integrating digital technologies, seeking to meet customers' needs and improve their operational efficiencies. For our research, we selected a sample of 400 Libyan banking customers and 260 executives working within Libyan banks. Our sample includes various types of banks, particularly those with the best digital performance. In recent years, the development of digital technology has gained momentum within organizations, and the COVID-19 pandemic has accelerated this trend. Its changes have highlighted the importance of digitalizing work processes and practices within banks, a transformation synonymous with survival and performance.