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The Impact of Electronic Banking Services on the Customers Loyalty of Commercial Banks in Jordan

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  • Sulieman Ibraheem Shelash Al-Hawary
  • Ahlam Jebreen Ahmad Hussien

Abstract

The study aimed to examine the impact of Electronic banking services on the customers’ loyalty of commercial banks in Jordan. The Electronic banking services represented by (ease of use, usefulness, cost of use, web site design, Privacy and accessibility). The population of the study consisted of customers of commercial banks in the North region of Jordan which are (Cairo Amman Bank, The Housing Bank for Trade and Finance, Ahli Bank, Bank Al-Etihad, Bank of Jordan, Arab Bank), a random sample was taken amounted (400) participants, SPSS version17, was used to examine the study hypotheses and achieve its objectives. The study found that there is statistical significant impact of the Electronic banking services (Ease of use, usefulness, Web Site Design, privacy) on Customers loyalty of commercial Banks in Jordan. Regarding the dimension of Accessibility, the study indicates that it had insignificant impact on Customers loyalty. The researchers recommend 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 applied to those banks.

Suggested Citation

  • Sulieman Ibraheem Shelash Al-Hawary & Ahlam Jebreen Ahmad Hussien, 2017. "The Impact of Electronic Banking Services on the Customers Loyalty of Commercial 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 50-63, January.
    • Handle: RePEc:hur:ijaraf:v:7:y:2017:i:1:p:50-63
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    References listed on IDEAS

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    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. 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.
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