Title: Measurement of e-banking services quality: an empirical experimentation in Jordan

Authors: Ali Alawneh; Mofleh Al Diabat

Addresses: Department of MIS, Faculty of IT, Philadelphia University, Jordan ' Department of Computer Science, Al Albayt University, Jordan

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.

Keywords: e-banking; electronic banking; online banking; service quality; performance measurement; scale; structural equation modelling; SEM; PLS; partial least squares; Jordan; bank services; commercial banks.

DOI: 10.1504/IJBIS.2016.080205

International Journal of Business Information Systems, 2016 Vol.23 No.4, pp.522 - 542

Published online: 08 Nov 2016 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article