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The Impact of Jordanian Banks Websites’ Quality on Customers’ Satisfaction

Author

Listed:
  • Manar Maraqa
  • Amaal Al-Amawi
  • Tareq Hashem

Abstract

This paper focuses on customers’ perceptions regarding three key aspects in Jordanian e-banking services- service quality, system quality, and information quality. The importance of these topics is likely to keep on growing in the near future, as customers become more demanding. Descriptive, analytical approach was used in this study; data were collected through questionnaires that were physically distributed to a random sample of 295 banks’ customers in Jordan. The model achieves an acceptable fit and explains 79.6% of its variance. Multiple regression analysis was used to examine the research hypotheses by using SPSS. The results of the study indicate that service quality has the highest impact on customer satisfaction followed by system quality and information quality. However and in order to meet current and future customers demands, banks in Jordan should strive to exceed their customers’ expectations, because of the ongoing growth in use of smart phones, mobile banking, and e-commerce further fuels the market growth. Therefore, banks as service providers should strive for excellence.

Suggested Citation

  • Manar Maraqa & Amaal Al-Amawi & Tareq Hashem, 2018. "The Impact of Jordanian Banks Websites’ Quality on Customers’ Satisfaction," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 268-268, June.
    • Handle: RePEc:ibn:ijbmjn:v:13:y:2018:i:8:p:268
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    References listed on IDEAS

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    1. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    2. Mutaz M. Al-Debei & Dima Jalal & Enas Al-Lozi, 2013. "Measuring web portals success: a respecification and validation of the DeLone and McLean information systems success model," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 14(1), pages 96-133.
    3. Sulieman Ibraheem Shelash Al-Hawary & Warda Fares Al-Smeran, 2017. "Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 170-188, January.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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