Author(s): Rasha Qawasmeh, Zeyad Alkhazali, Hakem Sharari
E-communication and e-commerce have altered the banking business with regard to both internal operations and client management. Clients in developed countries have long witnessed exclusive quality of banking services that maintain their satisfaction. However, clients sometimes resist changing to e-banking services and stick to the conventional high-road banking framework, especially in developing countries. This paper utilizes both quantitative survey and qualitative interviews to explore the perspectives of clients on the e-banking framework; characterizing the capacities, benefits, and limitations of e-banking applications in order to explore their effects on customer satisfaction. The paper provides findings that confirm a positive impact of e-banking adoption on the banking sector and customer satisfaction. The paper additionally suggests that customers usually expect higher quality of e-banking services to express their satisfaction. In conclusion, the paper provides recommendations to expand e-banking adoption and enhance customer satisfaction.