Abstract

Objectives: The study aimed to identify the quality of electronic banking services in its dimensions (responsiveness, reliability, security, empathy, and tangibility) and their impact on customer satisfaction. Methods: The study employed the descriptive-analytical approach and used a questionnaire as a data collection tool. The study population consisted of customers of Sudanese banks, and a random sample of 728 customers was selected from Bank of Khartoum, Faisal Islamic Bank, and Omdurman National Bank. Results: The study reached several findings, the most important of which is that the level of electronic banking service quality was moderate. Respondents' perceptions indicated a high level of customer satisfaction despite the existence of a gap between customer expectations and the actual service level. The study also found a statistically significant correlation and impact of electronic banking service quality dimensions on customer satisfaction in Sudanese banks. Additionally, the study identified statistically significant differences in customer satisfaction among different Sudanese commercial banks based on the quality of the electronic banking services provided. Conclusions: The study recommended improving the dimensions of reliability and responsiveness by enhancing service reliability and ensuring faster interaction with customer needs to achieve comprehensive service quality in Sudanese banks. It also emphasized the development of electronic banking services to align with customer expectations to enhance their satisfaction and loyalty. Furthermore, it urged Sudanese banks to adopt programs for improving the quality of electronic banking services in line with customer expectations to reduce the gap between expectations and actual service levels and to implement best banking practices.