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

Thabit Altobishi, Gizem Erboz and Szilard Podruzsik

International Journal of Marketing Studies, 2018, vol. 10, issue 2, 151-161

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.

Keywords: E-banking; customer satisfaction; E-commerce; electronic banking; Jordanian banks (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:ibn:ijmsjn:v:10:y:2018:i:2:p:151-161

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