The Impact of Electronic Banking Service Quality in Enhancing Performance (A study on Jordanian Commercial Banks)

Abood Saleh Ahmad AL-Adwan, Samar Suliman AL-Tarawneh


The measurement of Performance is not any more limited to standards and financial indices, it expanded to concern other aspects; for example: gaining new customers and attain their satisfaction and loyalty, and expand the market share, all of this can contribute in achieving a high rate of earnings to the bank. The sector of Jordanian commercial banks is considered one of the most vital sectors of Jordanian economy due to the volume of investment and the number of employees. This study concerns to know the impact of the E- Banking Services Quality in enhancing Performance. In that, a group of the most important E- Banking Services Quality dimensions in the electronic field has been selected to figure out its impact on Performance.

This study is trying to figure out the level of the E- Banking Services Quality in Jordanian banks, also to know its impact on these banks Performance. The survey population consisted of the Jordanian commercial banks, and to achieve the study goals the researcher has developed the questionnaire to include (51) paragraph to collect the preliminary data from the survey population whereas the survey population consists of (1900) respondents. A random sample of (320) respondents has been chosen from top and middle management, in that the data has been collected and analyzed in addition to testing the hypotheses using the Statistical Package for the Social Sciences (SPSS).

Keywords: Quality, performance, services Quality, E- services, E-banking services Quality, the commercial banks.

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