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E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector

Author

Listed:
  • Thabit Altobishi
  • Gizem Erboz
  • Szilard Podruzsik

Abstract

In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.

Suggested Citation

  • Thabit Altobishi & Gizem Erboz & Szilard Podruzsik, 2018. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(2), pages 151-161, June.
    • Handle: RePEc:ibn:ijmsjn:v:10:y:2018:i:2:p:151-161
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    References listed on IDEAS

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    1. Candy Lim Chiu & Jason Lim Chiu & Somkiat Mansumitrchai, 2016. "Privacy, security, infrastructure and cost issues in internet banking in the Philippines: initial trust formation," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 8(3), pages 240-271.
    2. Shehzad Ashraf Chaudhry & Mohammad Sabzinejad Farash & Husnain Naqvi & Muhammad Sher, 2016. "A secure and efficient authenticated encryption for electronic payment systems using elliptic curve cryptography," Electronic Commerce Research, Springer, vol. 16(1), pages 113-139, March.
    3. Shaohua Yang & Zeyun Li & Yaxin Ma & Xingxing Chen, 2018. "Does Electronic Banking Really Improve Bank Performance? Evidence in China," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 10(2), pages 82-94, February.
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    Cited by:

    1. Violeta Neza & Edlira Llazo, 0000. "Consumer e-satisfaction through the use of e-services in the banking sector - changing consumer behavior ( Case study ? e-banking in Albania)," Proceedings of Economics and Finance Conferences 13815899, International Institute of Social and Economic Sciences.
    2. Shaker Habis Nawafleh & Prof. Dr. Suleiman Al-Khattab, 2019. "The Impact of Marketing Innovation on Customer Satisfaction in Aqaba Special Economic Zone Authority," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 399-417, July.

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    More about this item

    Keywords

    E-banking; customer satisfaction; E-commerce; electronic banking; Jordanian banks;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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