Investigating Consumer Finance in Lebanon

Abstract

The chapter aims to determine three research objectives: (1) ATM service quality in Lebanon measurement based on five dimensions, using the SERVQUAL model; (2) analyze and investigate customer satisfaction and loyalty of the ATM usage, during two different periods, before and after the following situations that Lebanon encountered: foreign currency shortage, commercial banks' informal capital control, and bankruptcy; and 3) assess the intention of the Lebanese to adopt Libra virtual currency. To achieve the objectives of the study, a questionnaire was distributed among bank clients in Lebanese. The results and analysis of the study have been done by comparing the means of SERVQUAL dimensions. The findings indicate that the Lebanese perspective of the banking system changed during the two different periods; however, their intention level to adopt a virtual currency is low.