Relationship between E-Banking Service Quality and Customer Satisfaction in Commercial Banks in Jordan
Author(s)
Basel J. A. Ali , Dr. Wan Ahmad Wan Omar ,
Download Full PDF Pages: 34-42 | Views: 1216 | Downloads: 202 | DOI: 10.5281/zenodo.3441937
Abstract
The aim of this study is to examine the relationship between e-banking service qualities on customer satisfaction in the commercial banking industry in Jordan. Partial least squares structural equation modelling (PLS-SEM), adopted to analyse the casual relationships between exogenous variables and endogenous variable. The model was developed and later tested by using the Partial Least Square (smart PLS) procedure on data collected from a survey that yielded 107 usable questionnaires. The findings demonstrated that efficiency of online service quality and Responsiveness of online service quality have significant and positive influence on customer satisfaction in the commercial banking industry in Jordan. The findings imply that the relationship of the efficiency of online service quality and Responsiveness of online service quality on customer satisfaction could lead to commercial banks’ profitability
Keywords
E-service quality, Customer satisfaction, and dimensions of service quality
References
i. Angur, M. G., Nataraajan, R., & Jahera Jr, J. S. (1999). Service quality in the banking industry: an assessment of a developing economy. International journal of bank marketing, 17(3), 116-125.
ii. Ardakani, S., Ardakani, S. H. M., & Mohammad Fotouhi Ardakani, M. (2015). A Study Customer Satisfaction of E-Service Quality of Point of Sale (Pos). Global Journal of Management And Business Research, 15(9).
iii. Batagan, L., Pocovnicu, A., & Capisizu, S. (2009). E-Service Quality Management. Journal of applied quantitative methods, 4(3), 372-381.
iv. Bawumia, M. (2007). Banking in Ghana in the last 50 years-Challenges and prospects. AKeynote Address.
v. Beigi, A. N. M., Jorfi, S., Tajarrod, R. S., & Beigi, H. M. (2016). The Study of the Effects of E-banking Services Quality on Customers' Satisfaction and Loyalty (Case Study: Agricultural Bank of Khuzestan Province). Journal of Current Research in Science(1), 375.
vi. De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International journal of service industry management, 12(2), 184-207.
vii. Doost, H. V., & Ashrafi, A. (2014). Relationship of Online Service Quality with Customer Satisfaction in Internet Banking Case Study: Pasargad Bank.
viii. Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the association for information systems, 4(1), 7.
ix. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in international marketing, 20(1), 277-319.
x. Hulland, J., & Business, R. I. S. o. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195-204.
xi. Khan, M. S., Khan, I., Khan, F., Naseem Bakht Yar, & Khan, A. A. (2014). The relationship between Service Quality and Customer Satisfaction: A study of internet banking. Industrial Engineering Letters, 4(4).
xii. Kocoglu, D., & Kirmaci, S. (2012). Customer Relationship Management and Customer Loyalty-A survey in the sector of banking. International Journal of Business and Social Science, 3(3), 282-291.
xiii. Kotler, P. (2000). Marketing management: The millennium edition. Prentice Hall international series in marketing.
xiv. Lau, M. M., Cheung, R., Lam, A. Y., & Chu, Y. T. (2013). Measuring service quality in the banking industry: a Hong Kong based study. Contemporary Management Research, 9(3), 263.
xv. Magner, N., Welker, R. B., & Campbell, T. L. (1996). Testing a model of cognitive budgetary participation processes in a latent variable structural equations framework. Accounting and Business Research, 27(1), 41-50.
xvi. Moore, D. S., McCabe, G. P., & Evans, M. J. (2005). Introduction to the practice of statistics Minitab manual and Minitab version 14: WH Freeman & Co.
xvii. Mozaheb, A., Alamolhodaei, S. M. A., & Ardakani, M. F. (2015). Effect of customer relationship management (CRM) on the performance of small-medium sized enterprises (SMEs) using structural equations model (SEM). International Journal of Academic Research in Accounting, Finance and Managment Sciences, 5(2), 42-52.
xviii. Nunnally, J. (1978). C.(1978). Psychometric theory: New York: McGraw-Hill.
xix. Parasuraman, A., & Zinkhan, G. M. (2002). Marketing to and serving customers through the Internet: An overview and research agenda. Journal of the Academy of Marketing Science, 30(4), 286-295.
xx. Punyani, G., Dash, G., & Sharma, S. (2015). An Assessment of Customers' E-Service Quality Perception through Webqual Scale: A Study on Online Banking Services. Researchers World, 6(3), 106.
xxi. Ringle, C. M., Wende, S., & Will, S. (2005). SmartPLS 2.0 (M3) Beta, Hamburg 2005.
xxii. Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
xxiii. van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to web sites: An exploratory study. International Journal of Quality & Reliability Management, 20(8), 919-935.
xxiv. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 4(30), 362-375.
Cite this Article: