Abstract

This research investigated how digital banking service dimensions—tangibility, reliability, responsiveness, assurance, and empathy—affect customers of Lebanese banks. Data were collected using descriptive statistical methods through a five-section questionnaire administered to a random sample of bank customers across Lebanon. The collected responses were analyzed and hypotheses tested with the SPSS software. Findings revealed a strong overall correlation among the five dimensions of digital banking quality service and customers’ perception and engagement. Moreover, tangibility, responsiveness, assurance, and empathy showed significant influence on customer engagement, whereas reliability did not demonstrate a notable effect. There was no effect of the demographic variable (the number of years of dealing with the bank) on satisfaction The study came up with suggestions and recommendations, including marketing more for the mobile application, bills, and other electronic services provided by the banks and supporting the appropriate use of e-banking to encourage customers to use them more

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