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Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan

Author

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  • Sulieman Ibraheem Shelash Al-Hawary
  • Warda Fares Al-Smeran

Abstract

The study aimed to study impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. The Electronic Service Quality represented by (Reliability, Ease of use, Effectiveness, Web Site Design, privacy, and Responsiveness). The population of the study consisted customers of Islamic banks in the North territory of Jordan (Jordanian Islamic Bank, International Arab Islamic Bank), a random sample was taken amounted (300) participants, SPSS was used to examine the study hypotheses and achieve its objectives. The researcher found that there is statistical significant impact of the Electronic Service Quality (Ease of use, Web Site Design, privacy, and Responsiveness) on Customers Satisfaction of Islamic Banks in Jordan. Regarding the dimensions of reliability and effectiveness, the study indicates that they had insignificant impact on Customers Satisfaction. The researcher recommended the use of specialists in the field of electronic sites design in particular, because the site attractiveness needs experience sufficient experience in this area to support its attractiveness for customers, and to benefit from the experiences of the developed countries in the field of software technology control and protection of customer information, in order to strengthen current Software application to those banks.

Suggested Citation

  • Sulieman Ibraheem Shelash Al-Hawary & Warda Fares Al-Smeran, 2017. "Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 170-188, January.
    • Handle: RePEc:hur:ijaraf:v:7:y:2017:i:1:p:170-188
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    References listed on IDEAS

    as
    1. Tianxiang Sheng & Chunlin Liu, 2010. "An empirical study on the effect of e‐service quality on online customer satisfaction and loyalty," Nankai Business Review International, Emerald Group Publishing Limited, vol. 1(3), pages 273-283, July.
    2. repec:dau:papers:123456789/4623 is not listed on IDEAS
    3. Ernest J. Wilson III, 2004. "The Information Revolution and Developing Countries," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262232308, April.
    4. S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    5. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Al-Okaily, Manaf & Lutfi, Abdalwali & Alsaad, Abdallah & Taamneh, Abdallah & Alsyouf, Adi, 2020. "The Determinants of Digital Payment Systems’ Acceptance under Cultural Orientation Differences: The Case of Uncertainty Avoidance," Technology in Society, Elsevier, vol. 63(C).
    2. Salome O. Ighomereho & Afolabi A. Ojo & Samuel O. Omoyele & Samuel O. Olabode, 2022. "From Service Quality to E-Service Quality: Measurement, Dimensions and Model," Papers 2205.00055, arXiv.org.
    3. Manar Maraqa & Amaal Al-Amawi & Tareq Hashem, 2018. "The Impact of Jordanian Banks Websites’ Quality on Customers’ Satisfaction," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 268-268, June.

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