Factors Affecting the Use of Electronic Banking Services Provided by Jordanian Commercial Banks from Customers' Point of View. A Case Study: Jordan Ahli Bank in Northern Region/Jordan

Azzam, Zakaria; Ali, Mofeed Wild; LShaikh, Mustafa; Khanfar, Iyad; Ismai, Abdel Rahman

doi:10.1109/acit53391.2021.9677295

Cited by 6 publications

(1 citation statement)

References 22 publications

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“…The transformation mentioned has profoundly changed the way organizations engage with their customers. As consequently, the banking industry has become an important sector that depends extensively on the Internet to provide online banking services to its customers (Azzam et al, 2021;Redda, 2023). Online banking is an electronic system enabling customers to perform financial transactions without visiting a physical bank branch, encompassing services conducted through the Internet, such as fund transfers, bill payments, and online investments (Aburrous et al,2010;Jolly, 2016;Manoharan et al, 2022;Sathye, 1999).…”

Section: Introductionmentioning

confidence: 99%

Assessing the Effect of Online Banking Service Quality on Customer Loyalty in Malaysian Banking Industry: The Mediating Role of Customer Satisfaction

Noormajidah Nordin,

Selvan Perumal,

Maria Abdul Rahman

2024

epra

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Technological improvements have greatly transformed the modern banking business, specifically through the substantial expansion of online banking. Online banking represents an innovative information system consuming the creative resources of the Internet to facilitate access for bank customers to an increasing array of financial services. Understanding the importance of high-quality online banking services in promoting customer loyalty is necessary for remaining competitive and establishing success in this rapidly changing and competitive industry. In response to this fundamental change, the banking industry has used digital methods to improve the way services are provided and to increase customer satisfaction and loyalty. This paper aimed to evaluate the effect of online banking service quality on customer loyalty in the Malaysian context. A survey is conducted for this purpose and a sample of 268 respondents is chosen which includes males and females. A self-administered questionnaire is used for data collection. The study found significant factors affecting the adoption of online banking, involving convenience, website quality, privacy, and security. This study provides important advertising understanding for banking professionals involved in the development and implementation of online banking products. Furthermore, the study has ramifications for policymakers seeking ways to encourage an online environment by highlighting key issues that require careful attention. KEYWORDS: Banking Industry in Malaysia, Loyalty, Online Banking Service Quality, Customer Satisfaction.

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Section: Introductionmentioning

confidence: 99%