Abstract
The objective of this study is to address the impact of online banking services on client fulfillment in Jamhouria Bank in Libya. As the digital transition reshapes the banking sector, understanding how service standards impact satisfaction is vital, particularly in developing nations like Libya. The study employed a quantitative approach, gathering input from 397 users of online banking services in Tripoli, Benghazi, and Misurata who were involved. The SERVQUAL model-based structured survey measured five essential aspects of service value: reliability, responsiveness, assurance, tangibles, and empathy. The results demonstrated that all five dimensions favorably correlate with client fulfillment. Within these, Safety and confidentiality had the strongest influence, followed by efficiency and ease of use. The model explained 67.9% of the variation in client satisfaction, underscoring the significant role of service standards in shaping the client experience. Demographic evaluation exposed that younger, more trained, and higher-income customers reported higher satisfaction levels. ATM services were the most commonly used channel, followed by mobile banking apps. This study offers practical recommendations for Jamhouria Bank to enhance its electronic banking services, including strengthening security measures, improving system reliability, expanding service options, and tailoring strategies to different customer groups. These perceptions are precious not only for Jamhouria Bank but also for policymakers and fiscal institutions in Libya aiming to improve digital banking gestures.