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The effects of e-banking quality on customers' trust-satisfaction and commitment: a field study on users of Jordanian banks

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  • Ali Ahmad Alawneh

Abstract

Due to the complexity and the high competitiveness of banks' business environments in today's knowledge economy, keeping banks' customers in-hand and increasing their profitability are getting harder to be achieved. In the process of doing so, a superior banking service quality has to be delivered efficiently and quickly through advanced information and communication technologies (ICTs). This study assessed the experimentation of Alawneh et al. (2013) scale for measuring e-banking service quality in Jordan. In addition, it attempted to examine the casual relationships among the scale's five constructs (reliability, efficiency, security/privacy, responsiveness and communication) and the trust, satisfaction and commitment constructs. The survey data based on the aforementioned constructs were gathered from 400 e-banking users of Jordanian banks located in Irbid City of Jordan. The results of hypotheses testing and regression analysis have been discussed. Finally, recommendations of these results to banks' managers, practitioners and decision makers and proposed further works to scholars were presented.

Suggested Citation

  • Ali Ahmad Alawneh, 2017. "The effects of e-banking quality on customers' trust-satisfaction and commitment: a field study on users of Jordanian banks," International Journal of Intelligent Enterprise, Inderscience Enterprises Ltd, vol. 4(1/2), pages 36-45.
    • Handle: RePEc:ids:ijient:v:4:y:2017:i:1/2:p:36-45
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