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The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives

Author

Listed:
  • Mohammed T. Nuseir
  • Mamoun N. Akroush
  • Bushra K. Mahadin
  • Abdullah Q. Bataineh

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.

Suggested Citation

  • Mohammed T. Nuseir & Mamoun N. Akroush & Bushra K. Mahadin & Abdullah Q. Bataineh, 2010. "The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 2(1), pages 80-108.
    • Handle: RePEc:ids:injsem:v:2:y:2010:i:1:p:80-108
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    Citations

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    Cited by:

    1. Ajimon George & G.S. Gireesh Kumar, 2013. "Antecedents of Customer Satisfaction In Internet Banking: Technology Acceptance Model (TAM) Redefined," Global Business Review, International Management Institute, vol. 14(4), pages 627-638, December.
    2. Ajimon George & G.S. Gireesh Kumar, 2015. "Validation of a Scale for Measuring Problems in Internet Banking and their Effect on Customer Satisfaction," Vision, , vol. 19(4), pages 312-323, December.
    3. Vivek Agrawal & Nitin Seth & Jitendra Kumar Dixit, 2022. "A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry," Electronic Commerce Research, Springer, vol. 22(3), pages 715-747, September.

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