Int. J. of Intelligent Enterprise   »   2017 Vol.4, No.1/2



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Title: The effects of e-banking quality on customers' trust-satisfaction and commitment: a field study on users of Jordanian banks


Author: Ali Ahmad Alawneh


Address: Department of Management Information Systems, Faculty of Information Technology, Philadelphia University, Jordan


Abstract: Due to the complexity and the high competitiveness of banks' business environments in today's knowledge economy, keeping banks' customers in-hand and increasing their profitability are getting harder to be achieved. In the process of doing so, a superior banking service quality has to be delivered efficiently and quickly through advanced information and communication technologies (ICTs). This study assessed the experimentation of Alawneh et al. (2013) scale for measuring e-banking service quality in Jordan. In addition, it attempted to examine the casual relationships among the scale's five constructs (reliability, efficiency, security/privacy, responsiveness and communication) and the trust, satisfaction and commitment constructs. The survey data based on the aforementioned constructs were gathered from 400 e-banking users of Jordanian banks located in Irbid City of Jordan. The results of hypotheses testing and regression analysis have been discussed. Finally, recommendations of these results to banks' managers, practitioners and decision makers and proposed further works to scholars were presented.


Keywords: e-banking; service quality; trust; satisfaction; commitment; measurement scale; Jordan.


DOI: 10.1504/IJIE.2017.10008148


Int. J. of Intelligent Enterprise, 2017 Vol.4, No.1/2, pp.36 - 45


Submission date: 22 Nov 2016
Date of acceptance: 20 Dec 2016
Available online: 29 Sep 2017



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