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.
Highlights
Development of internet banking is a contribution to a most efficient delivery of bank services and to a higher, faster and cheaper merchandise
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 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
Summary
Development of internet banking is a contribution to a most efficient delivery of bank services and to a higher, faster and cheaper merchandise. Informational internet banking is a basic form of internet banking that offers comprehensive bank merchandise and services (Zolait & Sulaiman, 2017; Poon, 2007). It provides historical information of the bank and additional information such as its structure, its membership in networks with bank clusters, retail and specialized banking facilities or companies. This type of internet banking does not involve any execution of transactions (Fatimah & Suyanto, 2016)
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