الملخص الإنجليزي
The study aimed to demonstrate the impact of the quality of electronic
services in its dimensions (ease of use - efficiency - responsiveness - privacy
- credibility) in Bank Muscat on customer loyalty. The researcher used the
descriptive analytical approach, and the study population consisted of all
Bank Muscat customers in the Sultanate of Oman, and a sample was chosen.
A random sample of 166 Bank Muscat customers in the Sultanate of Oman.
The researcher used the questionnaire as a tool to collect information, and it
consisted of two measures: the first measure: quality of electronic services,
the second measure: customer loyalty, and the study reached several results,
the most important of which are: There is a statistically significant
relationship at the significance level (0.01) between the quality of electronic
services and its dimensions (ease of use - Efficiency - Responsiveness -
Privacy - Credibility) in Bank Muscat on customer loyalty. The results also
revealed that the arithmetic mean for all dimensions of the quality of
electronic services ranges between (4.04-4.32), and the standard deviation
ranges between (0.72-0.87), and they all came in at a high degree. Which
indicates that the level of quality of electronic services in its dimensions
(ease of use - efficiency - responsiveness - privacy - credibility) at Bank
Muscat is high.
The researcher presented some recommendations, the most important of
which are: spreading awareness in banking institutions about the importance
of electronic services and ways to improve them, and conducting training
courses for employees in banking institutions; To improve how to deal with
electronic services and raise their quality.
key words :
Quality of services, electronic services, customer loyalty.
