Arab Journal of Administration المجلة العربية للإدارة


The purpose of this study is to investigate the extent to which employees at the Egyptian and Saudi Arabia banks are aware of the quality function deployment constraints in e-banking, in addition, the study seeks to test whether these constraints have an impact on the perceived quality of e-banking services. to achieve the study objectives, a questionnaire was distributed to employees and customers in the four largest banks in Egypt and Saudi Arabia, for the purposes of statistical analysis, some statistical tools were used such as: descriptive and simple linear regression tools, the study findings shows that there are differences in the assessment of quality function deployment constraints as a result of the difference in the identity of the bank and the type of employee. In addition, the study revealed that the quality function deployment constraints have an impact on the perceived service quality, the study recommended to the diversification of electronic banking services, providing the infrastructure for information and communication technology, taking into account the needs and desires of customers, and more training for employees.