International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12

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 Volume 13, Issue 2 (February 2026), Pages: 203-211

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 Original Research Paper

The impact of electronic service quality on customer satisfaction and loyalty

 Author(s): 

Tarig Osman Abdallah Helal 1, Nasareldeen Hamed Ahmed Alnor 2, *, Shatha Salem Alruwali 1, Abderhim Elshazali Yahia Abdallah 3, Hamza Abdallah Abdalrhman Yahya 1, Nuseiba Azzam Ibrahim Youseif 4

 Affiliation(s):

1Department of Business Administration, College of Business, Jouf University, Sakaka, Saudi Arabia
2Accounting Department, College of Business, Jouf University, Sakaka, Saudi Arabia
3Administrative and Humanitarian Programs Unit, Applied College, Jouf University, Sakaka, Saudi Arabia
4Department of Business Administration, College of Business, Abu Dhabi University, Abu Dhabi, United Arab Emirates

 Full text

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 * Corresponding Author. 

   Corresponding author's ORCID profile:  https://orcid.org/0000-0001-7679-3084

 Digital Object Identifier (DOI)

  https://doi.org/10.21833/ijaas.2026.02.021

 Abstract

In recent years, e-commerce has become increasingly common. Many studies have shown that improving internet quality, enhancing purchasing processes, and effectively retaining customers significantly contribute to customer satisfaction and loyalty. This study aims to examine the relationship between the quality of electronic services and customer satisfaction and loyalty. The researchers employed descriptive and case study methods and distributed 122 questionnaires to a sample of Sudanese bank customers. The results indicate a statistically significant positive relationship between performance and customer loyalty. A significant positive effect was also found between fulfillment of requirements and customer satisfaction, as well as between fulfillment of requirements and customer loyalty. In addition, system accessibility had a statistically significant positive impact on both customer satisfaction and customer loyalty. Privacy was found to have a statistically significant positive relationship with customer satisfaction and customer loyalty. Overall, customer satisfaction and loyalty improved significantly depending on the availability of quality dimensions in electronic services.

 © 2026 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords

Electronic service quality, Customer satisfaction, Customer loyalty, System accessibility, Privacy

 Article history

Received 10 October 2025, Received in revised form 15 February 2026, Accepted 19 February 2026

 Acknowledgment

No Acknowledgment. 

 Compliance with ethical standards

 Ethical considerations:

This study involved the collection of survey data from bank customers. Participation in the questionnaire was voluntary, and respondents were informed about the purpose of the research before completing the survey. No personal identifying information was collected, and all responses were kept anonymous and used solely for academic research purposes. Participants were assured that their responses would remain confidential. The study complied with the ethical standards for research involving human participants. 

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

Helal TOA, Alnor NHA, Alruwali SS, Abdallah AEY, Yahya HAA, and Youseif NAI (2026). The impact of electronic service quality on customer satisfaction and loyalty. International Journal of Advanced and Applied Sciences, 13(2): 203-211

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 Figures

  Fig. 1 

 Tables

  Table 1 Table 2 Table 3 Table 4 

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