Abstract
The study aims to identify the impact of social media usage on customer satisfaction and the mediating role of electronic service quality through its dimensions (website design, reliability, customization, responsiveness, and trust) in the Vitas Jordan Company. A quantitative approach was used to answer the study questions and to test hypotheses. About (500) questionnaires were distributed using the Simple Random Sample technique to achieve the study purposes. (392) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.25) and (AMOS) software. The findings of the study revealed that there is a significantly positive impact of social media usage on customer satisfaction and a significantly indirect positive impact of social media usage on customer satisfaction through the electronic Services Quality dimension as a mediating variable. The study recommended that managers concentrate and maintain the use of social media for providing unique services and responding to customers’ inquiries in a timely manner. In addition, the need to enhance the use of Twitter and Instagram in marketing champions. 
Highlights
Information technology plays a strategic and important role in improving the performance of companies, so that the speed of technological change in the production and services sectors has increased significantly
The amount of variation or convergence between individual grades if reapplied to the same individuals and under similar circumstances is called the stabilization factor, which indicates the stability of responses over time and is measured by Cronbach Alpha and the result is statistically acceptable if it is greater than (0.70), so that the testing tool ranges from (0.825-0.947) to greater than (0.70) (Sekaran & Bougie, 2016), which means that the study tool can be described as stability
Through the results of the study, it can be found out that the impact of the usage of social media on improving customer satisfaction through the intermediate role of the electronic services quality and the study model was developed for this purpose
Summary
Information technology plays a strategic and important role in improving the performance of companies, so that the speed of technological change in the production and services sectors has increased significantly. This is because IT enables innovative thinking to provide the best services to their customers, which leads to increasing companies' profits (Gunes, Basoglu & Kimiloglu, 2003). Social media contributes to facilitate the process of communication between users and exchange experiences to enhance marketing processes. The massive user communities of social networking has become an everyday aspect of many people's lives. Certain communities even outnumber major nations' populations; for example, Facebook has over 400 million active members in countries such as Nigeria, Ghana, Togo, and Liberia (Kemi, 2016)
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