مستوى خصائص تكنولوجيا المعلومات و أثرها في مستوى جودة الخدمات المصرفية : دراسة تطبيقية في البنوك الأردنية

الملخص EN

This study aimed at examining the level of information technology characteristics and their impact on Jordanian Banking Service Quality.

To achieve the objective of this study a questionnaire was developed to collect data, (300) questionnaires were distributed to the sample from the society of the study which consists of the employee in 24 Jordanian banks.

The retrieved questionnaires that valid for analyses were (252) ones.

The Statistical Package for Social Sciences (SPSS) was used to analyze the data, and the most important findings were as follows: 1.

The perceptions of employees in the Jordanian Banks toward information technology characteristics were at high level, and their perceptions toward the level of banking service quality were also high.

2.

There is an impact of information technology characteristics (security, networks, hardware, software, database) on banking service quality level which explains (53.2%) of deviation in the dependent variable (banking service quality level).

The study recommended that the Jordanian senior management banks must pay attention and develop their information technology characteristics, due to their important effect on banking service quality level.

The study also recommends the researchers to direct their study toward the existent of specific applications like customer relationship management and others and their effect on banking industry success.