The impact of E-banking services quality on customers satisfaction moderated by customer trust : survey on Arab Bank in Amman, Jordan

العناوين الأخرى

أثر جودة الخدمات البنكية الإلكترونية على رضى العملاء من خلال دراسة أثر العامل الوسيط "ثقة العملاء" : دراسة تطبيقية على البنك العربي-الأردن

عدد الاستشهادات بقاعدة ارسيف : 
1

المؤلفون المشاركون

Sulaymi, Muhammad Tahsin
Karam, Asad Ali
Qubbaj, Ihab Samir

المصدر

Journal of al-Quds Open University : for Administrative and Economic Research

العدد

المجلد 3، العدد 9 (30 يونيو/حزيران 2018)، ص ص. 24-36، 13ص.

الناشر

جامعة القدس المفتوحة عمادة البحث العلمي و الدراسات العليا

تاريخ النشر

2018-06-30

دولة النشر

فلسطين (الضفة الغربية)

عدد الصفحات

13

التخصصات الرئيسية

العلوم المالية و المحاسبية
تكنولوجيا المعلومات وعلم الحاسوب

الموضوعات

الملخص EN

This study aimed to investigate E-banking service quality effects over customer satisfaction, by concerning the moderating role of these customers’ trust.

Moreover, this research aims to measure the level of overall customer satisfaction and to know which one of the five SERVIQUAL dimensions has the greatest impact on customer satisfaction.

Quantitiative research method was used to attain research goals.

500 questionnaires distributed randomly for E-banking customers in all Arab Bank branches in Amman City with the aim of collecting at least the needed number of respondents.

300 questionnaires have been received and analyzed using SPSS software.

Research result shows a strong positive relationship between E-banking services and customer satisfaction.

Moreover, the results indicated that costumers are satisfied with insurance, empathy, reliability, tangibles and responsiveness in Arab bank.

Finally, research findings admitted that customer trust mediates the relationship between E-banking Services Quality and customer satisfactoon.

نمط استشهاد جمعية علماء النفس الأمريكية (APA)

Sulaymi, Muhammad Tahsin& Karam, Asad Ali& Qubbaj, Ihab Samir. 2018. The impact of E-banking services quality on customers satisfaction moderated by customer trust : survey on Arab Bank in Amman, Jordan. Journal of al-Quds Open University : for Administrative and Economic Research،Vol. 3, no. 9, pp.24-36.
https://search.emarefa.net/detail/BIM-831479

نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)

Sulaymi, Muhammad Tahsin…[et al.]. The impact of E-banking services quality on customers satisfaction moderated by customer trust : survey on Arab Bank in Amman, Jordan. Journal of al-Quds Open University : for Administrative and Economic Research Vol. 3, no. 9 (Jun. 2018), pp.24-36.
https://search.emarefa.net/detail/BIM-831479

نمط استشهاد الجمعية الطبية الأمريكية (AMA)

Sulaymi, Muhammad Tahsin& Karam, Asad Ali& Qubbaj, Ihab Samir. The impact of E-banking services quality on customers satisfaction moderated by customer trust : survey on Arab Bank in Amman, Jordan. Journal of al-Quds Open University : for Administrative and Economic Research. 2018. Vol. 3, no. 9, pp.24-36.
https://search.emarefa.net/detail/BIM-831479

نوع البيانات

مقالات

لغة النص

الإنجليزية

الملاحظات

Includes bibliographical references : p. 34-36

رقم السجل

BIM-831479