The Extent of Customer Satisfaction with Digital Banking Services at (Al-Sahara and Al-Wahda) Banks in Benghazi, Libya

Authors

  • Hamza Sadoun Al-Haram Department of Business Administration, Faculty of Economics, University of Benghazi, Suluq, Libya.
  • Najmuddin Jumaa Dinar Department of Business Administration, Faculty of Economics, University of Benghazi, Suluq, Libya.
  • Muftah Belqasem Al-Fakhri Department of Business Administration, Faculty of Economics, University of Benghazi, Suluq, Libya.

Keywords:

Customer Satisfaction, Digital Banking Services, Wahda Bank, Sahara Bank, Libya.

Abstract

The study aimed to measure the extent of customer satisfaction with digital services at the two banks (Sahara-Salouq and Al-Wahda-Jardinah) in the city of Benghazi, Libya. To analyze the factors that affect this satisfaction. A questionnaire designed specifically for this purpose was used and distributed to a sample of customers (61) in the two banks. Data was analyzed using statistical techniques, including arithmetic means and standard deviation. The results showed that most customers are less than average satisfied with the digital services provided by these two banks. Customers had moderate confidence in the e-banking application, while the instructions provided on how to use the digital services were the least satisfactory. Through these findings, banks can improve their digital services by simplifying usage processes, providing clear instructions, and enhancing trust in their systems. Banks can also provide additional services that better meet customer needs and provide awareness to ensure customers fully understand their digital services.

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Published

2025-03-31

How to Cite

Hamza Sadoun Al-Haram, Najmuddin Jumaa Dinar, & Muftah Belqasem Al-Fakhri. (2025). The Extent of Customer Satisfaction with Digital Banking Services at (Al-Sahara and Al-Wahda) Banks in Benghazi, Libya. Researchers Gate Journal for Studies and Researches, 1(2), 481–498. Retrieved from https://researchersportal-iq.com/index.php/pub/article/view/100

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