Improving online banking quality in developing nations: a Libyan case

While the global banking sector is one of the most up-to-date industries with regard to the use of the Internet and mobile technologies, developing countries (such as Libya) have not broadly adopted these technologies. For example, online banking is not offered or provided on a restricted basis by many banks in Libya. As developing countries now seek to catch up with the global environment, both banks and customers are likely to face challenges. Understanding the perceptions of customers with regard to online banking quality in developing countries is useful for informing future adoption strategies and hence improving relationships between banks and their customers. This paper provides an analysis of survey questions pertaining to online banking quality leading to customer satisfaction.