أثر جودة الخدمة المصرفية الالكترونية في البنوك الأردنية على رضا العميل

Abstract EN

The study aimed at investigating the impact of e- service quality in Jordan banks on customer's satisfaction.

To achieve this goal a questionnaire was developed based on e- SERVQUAL with some modification .

200 questionnaires were distributed over a convenience sample of different banks; customers.

180 questionnaires were collected , therefore the response rate was ( 90%) .

Data collected was analyzed .

The results indicate that Jordan banks' customers are satisfied with the e- service quality provided to them in general , and they are satisfied with all e- SERVQUAL dimensions.

The study suggests that bank should make their customers aware of the advantages of e- banking services , and should use more advanced equipment to cope with the continuous changes in the banking industry