Author(s): Bouguesri Sarra
The aim of this study is to investigate the impact of the quality of electronic banking services on customer satisfaction during the COVID-19 pandemic using a field study on a sample of Arab banks. To reach a set of conclusions and recommendations through the field study conducted by the researcher on Arabic banks in order to optimize the use of electronic banking services. To achieve this goal, a questionnaire was designed. The form was distributed to a sample of customers of Arabic banks under study in order to measure the quality of electronic banking services during the Covid 19 Pandamicand its impact on customer satisfaction from the perspective of Arabic banks customers. The number of questionairs distributed reached 253. The study concluded several results, the most important is the significant relationship between the Customer satisfaction and the quality dimensions of electronic banking services represented (Easy to use, save time, confidential, safety). Also, the demographic variables don’t not affect their satisfaction with electronic banking services during the Covid 19 Pandamic in the Arab banks, while there is an impact of a variable (Bank name, number of years dealing with the Bank, profession) on customer satisfaction with electronic banking services.