Please use this identifier to cite or link to this item: https://scholar.ptuk.edu.ps/handle/123456789/580
Title: The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan
Authors: Sleimi, Mohammad T
Karam, Asaad A
Qubbaj, Ihab S
Keywords: E-banking, Service delivery
Service quality
Customers Satisfaction
Customers trust
Issue Date: 10-Jun-2018
Publisher: Journal of Al-Quds Open University for Administrative & Economic Research
Citation: Sleimi, M. T., Karam, A. A., & Qubbaj, I. S. (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 & Economic Research,3(9).‎
Abstract: 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.
URI: https://scholar.ptuk.edu.ps/handle/123456789/580
ISSN: E 2410-3349
Appears in Collections:Business and Economics Faculty

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