The Impact of Electronic Banking Applications on Customer Satisfaction: Evidence from Aden Islamic Bank for Microfinance in Aden Governorate, Yemen

Abstract

This research aimed to examine the impact of using electronic banking applications on enhancing customer satisfaction, with an application to customers of Aden Islamic Bank for Microfinance in Aden Governorate, Yemen. The research adopted the descriptive-analytical approach, and data were collected through a questionnaire distributed to a sample of the bank's customers who use electronic banking applications.

The research examined four main dimensions of electronic banking applications as independent variables: ease of use, transaction processing speed, security level, and the quality of electronic banking services, while customer satisfaction represented the dependent variable.

The findings revealed a statistically significant positive effect of electronic banking applications on enhancing customer satisfaction. The results also indicated that ease of use, transaction processing speed, security level, and the quality of electronic banking services are among the most influential factors affecting customer satisfaction.