Title: The role of internet banking in continuous improvement areas: quantitative evidence from Jordanian banks

Authors: Ghazi A. Al-Weshah

Addresses: Department of Management and Marketing, Faculty of Planning and Management, Al-Balqa Applied University, 19117 Salt, Jordan

Abstract: The study aims at providing a deeper understanding of the current role of e-banking in continuous improvement from managers' perspective in Jordanian banks. More specifically, the study explores how Jordanian banks can utilise the e-banking in continuous improvement areas and identifies challenges of using e-banking in different components of continuous improvement. Methodologically, the quantitative approach has been employed to analyse questionnaires' data. Self-administrated questionnaire has been developed as a data collection method from managers who work in headquarters of Jordanian banks. The study concludes that process development is the most important area of continuous improvement using internet banking. The study also concludes that internet banking provides many available opportunities to bank improvement such as easy and quick banking services, cheap communication tools with customers, new banking products and services to bank customers, and effective control about banking system errors. On the other hand, internet banking encounters many potential challenges in bank improvement such as lack of customers' trust and safety, lack of employees' participation in banking industry improvement, and lack of relevant employees' skills and capabilities in internet applications due to lack of effective training for bank employees.

Keywords: internet banking; continuous improvement; product development; system development; process development; questionnaire; hypotheses testing; staff skills development; quantitative analysis; Jordanian banks; Jordan; e-banking; electronic banking; online banking; financial services; banking services; trust; training; employee participation.

DOI: 10.1504/IJBPM.2013.052950

International Journal of Business Performance Management, 2013 Vol.14 No.2, pp.181 - 196

Received: 10 Feb 2012
Accepted: 15 Jun 2012

Published online: 28 Mar 2013 *

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