Customer satisfaction towards Ebanking in Saudi Arabia Alrajhi Bank as a case study

e the use of the Banking services on customers within the bank and how effective the tool has been in changing the perception of the customers and their ideas in regards to e-banking services. The findings of the study suggest that the quality of internet connection, the awareness of internet banking and its benefits the social influence and computer efficacy are important in ensuring that e-banking is accepted and the level of satisfaction of the customers are boosted. The paper further analysis the findings and discusses the different results and thereafter suggestions for future research on areas that need to be improved is done.
Internet banking has become popular in the global market and the financial services sector all over the world is changing and transforming and adopting the new channel as the preferred mode of services. The banking sectors and many banks have transformed and established the presence of the internet using web technologies in order to provide customers with interactive retail banking transactions. The customers on the other hand have been attracted to the new banking operations since there is round the clock a service for the bank thereby ensuring ease to access and also avoiding queues and restrictive banking for the customers during the operating hours (Almogbil, 2005). The level of efficiency that comes with internet and the security of making huge transactions have also made the method popular with the customers especially those making many transactions. Internet banking therefore helps the banks to retain their customers, improve customer satisfaction, increase banks’ market share and reduce the administrative and operational cost but most importantly it offers the banks a competitive advantage on the global market (Aladwani, 2001). Although a lot of research on customer acceptance and satisfaction have been done in the United States and America limited published work exists on the Middle East.
The developing countries in the