The Factors Influencing Consumers’ Satisfaction and Continuity to Deal with E-Banking Services in Jordan
The current study examines the factors affecting customer satisfaction for the continuation in dealing with electronic (ebanking) services. For this purpose, a model has been designed for the study, which included a number of variables which were identified based on an investigation and examination of the environment of commercial banks in Jordan. The study’s constructs were divided into five dimensions including E- banking service quality, personal factors, perceived usefulness, customer satisfaction, and continuity to deal with E banking services. Five hypotheses were eveloped based on the dimensions of the study as well as the relevant literature. In addition, the sixth hypothesis was added to measure the correlation between different constructs of the study’s model. In order to collect the data required for examining the hypotheses and reaching conclusions, a questionnaire, consisting of (16) questions covering the dimensions and the hypotheses of the study, was designed. The design and development of this questionnaire was based on an initial pretested survey distributed to a sample consisting of 40 customers of Jordanian banks. The initial survey was also pretested and evaluated by a panel of experts in marketing, banking and IT specialists in order to assess the items within each construct. The questionnaire was then distributed to customers of commercial banks in Amman. Data collection resulted in 441 usable urveys for subsequent analysis. Overall, the findings provided support for the model of the study. All the hypotheses regarding the impact of the factors included in the study on customer satisfaction and continuity in dealing with E- banking services were supported. Moreover, the results of the study indicated that there is a significant relationship between all constructs of the study’s model. These results indicated that the factors relating to E-banking service quality, personal factors and perceived usefulness have an influence on consumer s