The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan

Authors

  • Dr. Mohammad Tahseen Sleimi Palestine Technical University (Kadoorie)
  • Dr. Asaad Ali Karam University of Duhok
  • Dr. Ihab Sameer Qubbaj Palestine Technical University (Kadoorie)

Keywords:

E-banking, Service delivery, Service quality, Customers Satisfaction, Customers trust.

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. Quantitative 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 analysed 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 satisfaction.

Author Biographies

Dr. Mohammad Tahseen Sleimi, Palestine Technical University (Kadoorie)

Assistant Professor

Dr. Asaad Ali Karam, University of Duhok

Ph.D. Lecturer

Dr. Ihab Sameer Qubbaj, Palestine Technical University (Kadoorie)

Assistant Professor

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Published

2018-09-03

How to Cite

Sleimi, D. M. T., Karam, D. A. A., & Qubbaj, D. I. S. (2018). The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan. Al-Quds Open University for Administrative & Economic Research & Studies, 3(9). Retrieved from https://journals.qou.edu/index.php/eqtsadia/article/view/2149

Issue

Vol. 3 No. 9 (2018): المجلد الثالث، ع (9)، شوال 1439هـ/ حزيران 2018م

Section

الأبحاث

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