 Measurement of e-banking services quality: an empirical experimentation in JordanAli Alawneh and Mofleh Al Diabat International Journal of Business Information Systems, 2016, vol. 23, issue 4, 522-542 Abstract: The concept of quality and its relationship with performance tend to play a significant role in the context of e-service markets, as e-services quality is becoming even more crucial for businesses to attract, maintain and retain customers in the internet market. The quality of e-services has been one of the most researched about issues and a major challenge for both IT and business fields of study. This study refined, validated, confirmed and tested Alawneh et al. (2013) framework to evaluate e-banking services quality from the perspective of e-banking users. In the empirical study, a sample of 300 respondents from four Jordanian commercial banks was gathered to assess the reliability, internal consistency and criterion-related validity of each construct. The hypotheses were tested using WARP PLS-based structural equation modelling analyses and several key findings were revealed. Finally, implications and recommendations of these findings and future research suggestions were discussed. Keywords: e-banking; electronic banking; online banking; service quality; performance measurement; scale; structural equation modelling; SEM; PLS; partial least squares; Jordan; bank services; commercial banks. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:23:y:2016:i:4:p:522-542 Access Statistics for this article More articles in International Journal of Business Information Systems from Inderscience Enterprises Ltd |
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