أثر وسائل الدفع الالكتروني في تحسين جودة الخدمات المصرفية دراسة ميدانية على بعض فروع المصارف التجارية بالمنطقة الغربية في ليبيا

Abstract

This study aimed to determine the impact of using electronic payment methods on improving the quality of banking services through a field study conducted on branches of Libyan commercial banks. To achieve the study’s objectives, the descriptive-analytical approach was adopted, and a questionnaire was used as the data collection tool. The collected data were analyzed using the Statistical Package for the Social Sciences (SPSS).

The results revealed a statistically significant impact at a significance level of less than 0.05 of electronic payment methods on improving the quality of banking services across its various dimensions, namely reliability, tangibility, responsiveness, security, and empathy. The findings also indicated a statistically significant relationship at a significance level of less than 0.05 between the use of electronic payment methods and the level of quality of the banking services provided.

Based on these findings, the study proposed several recommendations, most notably the need for the continuous development of the technological infrastructure of the banks under study, increasing customer awareness of the importance of using electronic payment methods, and adopting modern digital strategies to enhance the quality of banking services and improve customer satisfaction.