Measurement of e-banking services quality: an empirical experimentation in Jordan Online publication date: Tue, 08-Nov-2016
by Ali Alawneh; Mofleh Al Diabat
International Journal of Business Information Systems (IJBIS), Vol. 23, No. 4, 2016
Abstract: The concept of quality and its relationship with performance tend to play a significant role in the context of e-service markets, as e-services quality is becoming even more crucial for businesses to attract, maintain and retain customers in the internet market. The quality of e-services has been one of the most researched about issues and a major challenge for both IT and business fields of study. This study refined, validated, confirmed and tested Alawneh et al. (2013) framework to evaluate e-banking services quality from the perspective of e-banking users. In the empirical study, a sample of 300 respondents from four Jordanian commercial banks was gathered to assess the reliability, internal consistency and criterion-related validity of each construct. The hypotheses were tested using WARP PLS-based structural equation modelling analyses and several key findings were revealed. Finally, implications and recommendations of these findings and future research suggestions were discussed.
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