THE RESEARCH TEAM Ayman Bedeir Mohamed Ali Elwaya Omar Mohamed Elsawy Mohamed Eliwa Ahmed Alshazli Mohamed Emad Al-Din THE IMPACT OF ONLINE BANKING ON THE RELATIONSHIP BETWEEN CUSTOMERS AND BANKING TRANSACTIONS DURING COVID-19 Abstract: The main objective of the study is to reviews the research conducted about online banking, focusing on the effect of the Covid-19 pandemic on using online banking services as a marketing channel. The study used is the systematic literature review of previous studies, so that these studies included the period before and after the Covid19 pandemic. From reviewing the online banking research, the study find that the Covid-19 pandemic had a positive impact on the online banking services market, as the pandemic resulted in social distancing laws that led to the resort to electronic services to conduct business including banking. In addition, this study concluded that among the most important factors affecting the quality of online banking services was availability of security, privacy, ease of use, and trust was the most important from the customer's point of view. The recommendations we need more research about online banking services, focusing on the limitations and the factors affecting them in the developing countries. Introduction: The Impact of COVID-19 on the banking sector and the growth usage of online banking, include the intensifying use of digital channels and digital payments, the change of consumer behavior, relaxation of several regulatory and supervisory provisions, but also new challenges regarding operational resilience and increase of low profit loans. The impact of online banking on business and consumer behavior change is a topic of great importance for companies and financial industry around the world not only to take actions on short-term, but, even more important, to reconsider their strategy on medium and long term. At the end of the first quarter of 2020, during the meeting of the branch network manager for Bank C with the work team. We found a noticeable decrease in all direct banking transactions through branches, along with an unnoticeable increase in banking transactions via the Internet, with the spread of the pandemic and the beginning of the closure in the Kingdom of Saudi Arabia. The branch network manager decided to make a research team on how to deal with customers without the need to visit the branch and not be affected by the crisis. We started by researching and relying on more than one report issued by the Saudi Central Bank and some banks with the largest customer base and communicating with their managers to reach how to go to the flexibility and ease of using online banking in all banking transactions to face the pandemic. Saudi Arabia is testing a model that demonstrates the validity of Technology acceptance variables within the context created by the COVID-19 pandemic. conclusions and statistics below shown that the usage of online banking is rapidly increasing and widely. • The above graph usage of online banking transaction and the reduction of traditional usage 2019,2020 and 2021 in Saudi Arabia
