Relationship Between Electronic Banking Services and Customer Satisfactions in the Iraqi Banking Sector: A Sample of Private Banks in the Duhok City

Abstract

The study aims to discover the relationship between E-banking services and satisfactions of three bank clients in Duhok such as: KI B, RT bank and Cihan Bank. Recently, as a result of rapid developments in an international economy there has been a substantial growth in the use of electronic banking services in the world, however, the use of E-banking services is still issue and in an early stage in the Duhok city. This paper used Questionnaire to obtain the data and descriptive statistics with Chi - square formula tested for analyzing data by using SPSS 26 statistics program. Moreover, it can be concluded that there is a relationship between e-banking and customer satisfactions especially in crisis times like Corona virus. It is highly suggested that these banks should add other E-banking services behind current services like internet banking, mobile banking, and ATM that provides their services during all 24 hours to satisfy their customers. Finally, these banks should also ensure that their staffs acquire basic information communication technologies skills to use e-banking services correctly.