A Study and a Modified Instrument for Investigating E-Banking Quality Dimensions
Ali Ahmad Alawneh, Fawzi Al-Taani, Ahmad Al-Azzam, Ramzi Al-Radaideh
Journal of E-Technology, Vol. 4, No. 1, 2013.
DOI: 
Link: http://www.dline.info/jet/fulltext/v4n1/3.pdf
Abstract:
As a result to the accelerated developments in Internet and information technologies, banks worldwide and in Jordan are relying on the services allowed by these technologies to ease the use of e-banking. Nowadays the use of electronic banking has prevailed the traditional banking. This paper is dedicated to propose an instrument for investigating factors that affect e-banking services quality offered by the commercial banks worldwide and in particularly in Jordan. Based upon many e-services quality scales and metrics and an extensive revision of the related literature, five e-banking quality dimensions are identified and modified to be able to apply them on national Jordanian context. These dimensions for measuring e-banking quality are: efficiency, reliability, responsiveness, privacy/security, and communication. The aim of the work presented in this paper is to allow and enhance awareness among bank managers on the importance of ebanking service quality, and assist them to publicize usage of e-banking channel in a bid to improve banks performance and effectiveness. This is achieved through assisting in formulating appropriate marketing strategies for e-banking services. The findings of this study provide useful information which is helpful for the banks providing e-banking services, how they can improve their bankâ€™s strategic position for longer period of time through satisfying customers, establishing, developing and maintaining successful and strong relationships which in turn will results in increased business performance of banks. The study discusses the importance of these findings for practitioners and for future research on e-banking service quality in Jordan and abroad.