International Journal of Entrepreneurship (Print ISSN: 1099-9264; Online ISSN: 1939-4675)


Electronic Banking Service Quality and its Impact on Customer Satisfaction (CS): A Case Study from Jordan

Author(s): Iyad A.A Khanfar

Customer satisfaction is crucial for the success and growth of any business. This study examines the impact of e-Banking Service quality dimensions on customer satisfaction (CS) in Jordan Islamic Bank in Zarqa, Jordan. The study analyzed seven service quality dimensions, including Tangibles, Reliability, Empathy, Responsiveness, Assurance, Security, and Trust, using data collected from 421 electronic banking customers through a questionnaire. The research hypotheses were tested using SPSS and AMOS software, and the results showed that the five dimensions of Empathy, Responsiveness, Assurance, Security, and Trust had the most significant impact on CS. To improve customer satisfaction, we recommend that Jordan Islamic Bank prioritize these five quality dimensions by investing in employee training, enhancing security measures to increase customer trust, and ensuring reliable and accessible e-banking services. This strategy will give the bank a competitive edge in the Jordanian banking sector, where competition is intense.

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