E-Banking Service Quality and Customer satisfaction in Banks of Burao, Somaliland

Abstract This study examined the relationship between e-banking service quality and customer satisfaction in Burao Banks in Somaliland. A sample of 110 respondents was selected from customers of banks that offer e-banking services in Burao, Somaliland. The study adopted a Quantitative research approaches and cross-sectional design to see the relationship between independent variables of reliability, Tangibility, Responsiveness, Assurance and empathy with satisfaction of e-banking users. The study explored that reliability, tangibility, and responsiveness are the most important dimensions of e-banking service quality that affect customer satisfaction, while assurance has a weaker impact and empathy has no significant impact. These conclusions highlighted the importance of prioritizing and enhancing dimensions like reliability, tangibility, and responsiveness in e-banking services to ensurecustomer satisfaction in e-banking users in the Burao Banks. The study suggests the Investigation of the influence of cultural factors on the relationship between service quality dimensions and customer satisfaction as the understanding cultural variations in customer preferences and expectations couldhelp banks tailor their services accordingly The study revealed several key findings regarding the relationship between service quality dimensions and customer satisfaction. Firstly, there was a significant positive correlation between reliability and customer satisfaction, with reliability demonstrating the strongest association. Tangibility and responsiveness also showed positive correlations with customer satisfaction, albeit to a lesser extent. Conversely, assurance exhibited a weaker positive correlation with customer satisfaction. Surprisingly, empathy did not show a statistically significant correlation with customer satisfaction within the study's context, suggesting it may not have a meaningful impact in this particular scenario. These findings offer valuable insights into the dynamics of service quality and customer satisfaction, although they are specific to the study context and may not be universally applicable.