The Quality of e-Banking Services and their Role in Achieving Customer Loyalty: A Case Study

This study aims to identify the influences that affect electronic loyalty that led to the increased success of e-commerce and the extent of its impact on banks. The study addressed the importance of enhancing the competitive capabilities of AI-Wahda Bank, Benghazi, Libya. The quality of the bank's website was used to evaluate its performance in providing e-services in the best ways to increase the trust and loyalty of its customers. The study focuses on four dimensions that may affect the loyalty of customers on the bank's website, which are the quality of the website's content, the quality of the website's design, the quality of its structure, and the ease of dealing with it. We studied these dimensions and determined their impact on electronic loyalty in the bank using a sample of 100 customers. The study was conducted on data collected using questionnaires and statistically analyzed using SPSS software. The results showed a direct statistically significant impact on the quality of banking e-services and the satisfaction of customers through evaluating the content of the bank website.