The impact of E-banking services quality on customers satisfaction moderated by customer trust : survey on Arab Bank in Amman, Jordan
Other Title(s)
أثر جودة الخدمات البنكية الإلكترونية على رضى العملاء من خلال دراسة أثر العامل الوسيط "ثقة العملاء" : دراسة تطبيقية على البنك العربي-الأردن
Joint Authors
Sulaymi, Muhammad Tahsin
Karam, Asad Ali
Qubbaj, Ihab Samir
Source
Journal of al-Quds Open University : for Administrative and Economic Research
Issue
Vol. 3, Issue 9 (30 Jun. 2018), pp.24-36, 13 p.
Publisher
al-Quds Open University Deanship of Scientific Research and Graduate Studies
Publication Date
2018-06-30
Country of Publication
Palestine (West Bank)
No. of Pages
13
Main Subjects
Financial and Accounting Sciences
Information Technology and Computer Science
Topics
Abstract 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.
American Psychological Association (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
Modern Language Association (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
American Medical Association (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
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 34-36
Record ID
BIM-831479