The Reality of Electronic Banking Service Quality at a Branch of North Africa Bank

Abstract

The banking system occupies an important position in the economic and financial systems because of its positive impact on economic development. The focus has increased in recent years on developing Libyan banks as part of financial and banking reforms. In this context, many ideas and projects have been proposed, the most important of which is the adoption of electronic banking as one of the The most important means of developing and raising the quality of the banking sector, which some have come to consider to be one of the most important factors contributing to the development and improvement of the economic system, as well as working to restore citizens’ confidence in Libyan commercial banks by improving the quality of services provided in those banks, so many researchers and those interested have devoted themselves to this. The side studied and studied the importance of the services provided by commercial banks for the development of this sector. Among those studies is this study, which aims to identify the level of quality of electronic banking services provided by commercial banks, taking the North African Bank in the city of Sorman as a model, with a sample of (3000) From clients and customers of the North African Bank in the city of Sorman. The study also used the descriptive analytical approach to achieve its objectives. The study also used the questionnaire as a tool for collecting data and information. It also used many statistical methods, including the arithmetic mean, standard deviation, percentage, relative weight, and the t-test. , the Cronbach’s Alpha reliability coefficient, the Pearson correlation coefficient, and the reliability coefficient using the split-half method. The results of this study indicated a very significant decline in the level of electronic banking services provided by the North African Bank in the city of Sorman, which are SMS services, ATM services, and Internet services, as well. The results of this study indicated that there are no statistically significant differences in the level of responses of the study sample members, which are attributed to the gender variable (males/females).