Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya

DOI: https://doi.org/10.24086/cuejhss.v7n1y2023.pp58-67
Keywords: Customer Satisfaction, Electronic banking, ISO 9126 standard, Libyan banks, Services quality

Abstract

Despite the availability of some electronic banking (e-banking) services in Libya, these services are still facing difficulties in many ways, they have advantages and disadvantages, and so far, they have not been understood by some customers to get their satisfaction.  This research aims to know the extent of customer satisfaction (CS) with e-banking services in Libya through ISO 9126 standards.  The research population consisted of all customers of (Al-Wahda) and (Commerce & Development (C&D)) bank in Benghazi city, a random sample of 180 and 207 clients were selected respectively. Research hypotheses have been tested, and we noticed a relationship between the existence of a strong significant correlation between the quality services of e-banking according to quality standards ISO 9126 software and CS among the banks under study. The value of this research comes from the new scientific results to study the impact of the quality of e-banking services on CS in Libyan banks, and its originality lies because of the lack of this research applied to Libyan banks in general and Benghazi city in particular.

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Author Biographies

Qusay H. Al-Salami, Department of Business Administration, Cihan University-Erbil, Kurdistan Region, Iraq

Qusay H. Al-Salami is an assistant prof. at Department of Business Administrtion in Cihan University-Erbil, Kurdistan Region of Iraq. His research interests are: Operation Research, Quantitiative Methods, Computer Science, and Statistics. 

Fatma I El-Zelawi, Department of Computer Science, Faculty of Science, University of Benghazi, Benghazi, Libya

Fatma I. El-Zelawi is a faculty staff member in the computer science department, Sciences and Arts Faculty, Benghazi University, Benghazi, LIBYA. Her specialization is software engineering. Her research interests in various branches of software engineering and information systems

 

Almabruk S. Sultan, Department of Computer Science, Faculty of Science, University of Benghazi, Benghazi, Libya
Almabruk S. Sultan has a Doctorate of Philosophy in Numerical Modeling (University Putra Malaysia). He is an assistant professor of Computer Science, 25 years experience in teaching and managing different academic departments. Senior  Consultant  in  Information Technology  and Technology Transfer (Libyan National Corporation). Awarded American Fulbright Visiting Scholar Program 2013 .Extensive research to vitalize in the Libyan banking security.  His research interest: Operating systems, Computer Architecture and Computer Security.

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Published
2023-02-25
How to Cite
Al-Salami, Q., El-Zelawi, F., & Sultan, A. (2023). Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya. Cihan University-Erbil Journal of Humanities and Social Sciences, 7(1), 58-67. https://doi.org/10.24086/cuejhss.v7n1y2023.pp58-67
Issue
Vol 7 No 1 (2023)
Section
Articles

Copyright (c) 2023 Qusay H. Al-Salami, Fatma I El-Zelawi, Almabruk S. Sultan

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