IDEAS home Printed from https://ideas.repec.org/a/hur/ijaraf/v7y2017i1p50-63.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/Article_06_The_Impact_of_Electronic_Banking_Services.pdf
    Download Restriction: no
    File URL: http://hrmars.com/hrmars_papers/Article_06_The_Impact_of_Electronic_Banking_Services.pdf
    Download Restriction: no
    ---><---

    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. 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)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cristina Alina Naftanaila & Viorica Braga & Odi Mihaela Zarnescu, 2017. "Analysis of the Convergence Criteria in Romania for Adopting the Single Currency and the Convergence Programme 2016-2019 regarding the Monetary Policy and the Exchange Rate," 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 162-169, January.
    2. 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.
    3. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    4. Magdalena Maciaszczyk & Artur Kwasek & Maria Kocot & Damian Kocot, 2022. "Determinants of Purchase Behavior of Young E-Consumers of Eco-Friendly Products to Further Sustainable Consumption Based on Evidence from Poland," Sustainability, MDPI, vol. 14(4), pages 1-16, February.
    5. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    6. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    7. Pei-Chu, Hung, 2019. "Understanding What Drives Consumers to Use Gourmet Apps: Applying a Relationship Quality Perspective," GATR Journals jmmr210, Global Academy of Training and Research (GATR) Enterprise.
    8. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
    9. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    10. Vadivelu Tharanikaran & Sutha Sritharan & Vadivelu Thusyanthy, 2017. "Service Quality and Customer Satisfaction in the Electronic Banking," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 1-67, March.
    11. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    12. Carmen Berne-Manero & Maria Gómez-Campillo & Mercedes Marzo-Navarro & Marta Pedraja-Iglesias, 2018. "Reviewing the Online Tourism Value Chain," Administrative Sciences, MDPI, vol. 8(3), pages 1-18, August.
    13. Lu, Jian & Su, Xiang & Diao, Yajing & Wang, Nianxin & Zhou, Bin, 2021. "Does online observational learning matter? Empirical evidence from panel data," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    14. Shah, Mahmood Hussain & Peikari, Hamid Reza & Yasin, Norjaya M., 2014. "The determinants of individuals’ perceived e-security: Evidence from Malaysia," International Journal of Information Management, Elsevier, vol. 34(1), pages 48-57.
    15. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    16. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    17. Arnold Kamis & Tziporah Stern & Daniel M. Ladik, 2010. "A flow-based model of web site intentions when users customize products in business-to-consumer electronic commerce," Information Systems Frontiers, Springer, vol. 12(2), pages 157-168, April.
    18. Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    19. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    20. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijaraf:v:7:y:2017:i:1:p:50-63. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/Accounting-Finance-Journal .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.