Scrutiny of Relationship between E-Banking Information Quality Dimensions and Customer Satisfaction

Abstract

Poor information quality can have a significant negative effect on the success of an organization. This study investigated the relationship between information quality's dimensions, namely accuracy, completeness, timeliness and relevancy, on the satisfaction of customers towards E-banking services in Palestine's banking sector. It also studied the relationship between the intent to use E-banking services and customer satisfaction. The study implemented a quantitative method for data collection using a questionnaire survey. The results revealed that the accuracy, completeness, timeliness and relevancy of information had a positive effect on customer satisfaction towards E-banking services. Consequently, customer satisfaction affects the intention to utilize such services. The study also offered limitations, conclusions and recommendations for further studies in the future.