IQ Research Journal-Open Access-ISSN:2790-4296

The effect of electronic banking system in the behaviour and satisfaction level of customers in Salam Bank Galkayo, Mudug Somalia 2023.

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Authors: Amina Ahmed Jama, Atanga Desmond Funwie, Pauline Wanjiru Gitiha.
Paper Title: The effect of electronic banking system in the behaviour and satisfaction level of customers in Salam
Bank Galkayo, Mudug Somalia 2023.

IQ Research Journal of IQ res. j. (2024)3(8): pp 01-12. Vol. 003, Issue 008, 08-2024, pp. 001-012
Received: 05 07, 2024; Accepted: 25 08, 2024; Published: 28 08, 2024

ABSTRACT

This research study aimed to determine the effect of implementing an E-banking system on the behavior and satisfaction levels of customers at Salam Bank Galkio. The study focused on examining how the adoption of electronic banking services influences customer behavior and satisfaction. The research utilized a method approach, quantitative data collection method. Quantitative data was gathered through surveys distributed among a sample of Salam Bank Galkio customers. The findings revealed that the implementation of the E-banking system had a significant impact on customer behavior. Customers exhibited a shift in their banking preferences and increased
their usage of E-banking channels, including mobile banking and internet banking. The convenience and accessibility offered by E-banking services accounted for this change in behavior. Moreover, the study indicated that the introduction of the E-banking system had a positive effect on customer satisfaction levels. Customers expressed higher satisfaction with the convenience, speed, and roundthe-clock availability of the E-banking services. The ability to perform various banking transactions at their convenience without the limitations of traditional banking hours contributed significantly to their satisfaction. However, the research also identified certain concerns among customers regarding the security and privacy of online transactions. These concerns were found to be potential barriers to full adoption and usage of E-banking services. Hence, it is crucial for Salam Bank Galkio to address these security concerns and implement robust measures to safeguard customer data and protect against online threats. The findings of this research provide valuable insights for Salam Bank Galkio
and the wider banking industry. By understanding the impact of the E-banking system on customer behavior and satisfaction, the bank can make informed decisions and tailor its services to better meet customer expectations. It is recommended that Salam Bank Galkio continue to improve its E-banking offerings, address security concerns, and provide regular customer education to enhance the overall customer experience and satisfaction.

Keywords: Electronic Banking, Customer satisfaction, Salaam Bank, Information
communication technology, behavior of customers in electronic banking.

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