Title: The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives
Authors: Mohammed T. Nuseir, Mamoun N. Akroush, Bushra K. Mahadin, Abdullah Q. Bataineh
Addresses: School of Management, New York Institute of Technology, Amman, Jordan. ' Talal Abu-Ghazaleh College of Business, German-Jordanian University, P.O. Box 921951, Amman 11192, Jordan. ' Faculty of Banking and Financial Sciences, The Arab Academy for Banking and Financial Sciences, Amman, Jordan. ' Faculty of Administrative Studies, Amman Arab University for Graduate Studies, Amman, Jordan
Abstract: The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple regression analysis was employed to test the research model and hypotheses. The research findings indicate that e-service quality dimensions such as website attributes, reliability, perceived risk, responsiveness and customisation have a positive and significant effect on the banks overall customers| satisfaction and its elements individually. The findings also indicate that the strongest predictors, based on beta values, of e-service quality dimensions on the overall banks customers| satisfaction and its individual elements are responsiveness, website attributes and customisation, respectively. Research results, conclusions, practical recommendations, contributions to e-service quality research and future research opportunities are also discussed.
Keywords: e-services; electronic services; online services; service quality; customer satisfaction; responsiveness; website design; customisation; financial services; banks; Jordan; e-banking; electronic banking; online banking.
International Journal of Services, Economics and Management, 2010 Vol.2 No.1, pp.80 - 108
Published online: 02 Dec 2009 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article