The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives

Abstract

The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple regression analysis was employed to test the research model and hypotheses. The research findings indicate that e-service quality dimensions such as website attributes, reliability, perceived risk, responsiveness and customisation have a positive and significant effect on the banks overall customers' satisfaction and its elements individually. The findings also indicate that the strongest predictors, based on beta values, of e-service quality dimensions on the overall banks customers' satisfaction and its individual elements are responsiveness, website attributes and customisation, respectively. Research results, conclusions, practical recommendations, contributions to e-service quality research and future research opportunities are also discussed.

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