The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives
by Mohammed T. Nuseir, Mamoun N. Akroush, Bushra K. Mahadin, Abdullah Q. Bataineh
International Journal of Services, Economics and Management (IJSEM), Vol. 2, No. 1, 2010

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.

Online publication date: Wed, 02-Dec-2009

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