Investigating the Factors Affecting E-service Quality in Banking Sector (Applied on the National Bank of Egypt)

Abstract

Purpose: the purpose of this research is to investigate the Factors Affecting E-service Quality in Banking Sector Methodology: the researchers used a primary and secondary data through conducting in depth interviews with a convenient sample and by using articles to measure the relationship between variables by assessing the results of questionnaires distributed among 110 participants using SPSS and Smart PLS program. Findings: The researchers proved there is significant relationship between internet speed and stability, website security and e-service quality, but here is no significant relationship between quantity of powerful offerings and e-service quality Implication: It is recommended for National Bank of Egypt (NBE) to train their working teams and give them incentives and encouragements, so that they can successfully guide the bank in customers how they use the al Ahly Net services and aware them of the bank’s various the offers and new updates