A proposed measurement scale for e-banking services quality in jordan

Due to the rapid global growth in the information and communication technologies, many Jordanian banks have invested heavily to develop their e-banking services in a bid to transform these services from traditional to electronic. This study aims to propose a scale for analyzing factors that influence e-banking quality in the commercial banking sector in Jordan. The proposed scale dimensions are identified based on many e-service quality scales and on an extensive revising of the related literature. The proposed five dimensions for measuring e-banking service quality are: efficiency, reliability, responsiveness, privacy/security, and communication. The contribution of this paper is to create awareness among banks managers to pay more attention to e-banking service quality, as well as assisting them to enhance e-banking channel performance and effectiveness through assisting in formulating appropriate marketing strategies for e-banking. The findings of this study provide useful information which is helpful for the banks providing e-banking services, how they can improve their bank´s strategic position for longer period of time through satisfying customers, establishing, developing and maintaining successful and strong relationships which in tum 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.