Yazan_1 - Journal of Internet Banking and Commerce An open...

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Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/ ) Journal of Internet Banking and Commerce, August 2008, vol. 13, no.2 ( http://www.arraydev.com/commerce/jibc/ ) Quantitative Evaluation of the Internet Banking Service Encounter's Quality: Comparative Study between Jordan and the UK Retail Banks. Yazan K.A. Migdadi PhD Student, Bradford University, United Kingdom Postal Address: School of Management. United Kingdome, Bradford, West Yorkshire, BD9 4JL, Email: Y.K.A.Migdadi@Bardford.ac.uk Abstract The purpose of this study is to identify the differences in the internet banking service encounter's quality between clicks-and-mortar retail banks in Jordan and the different internet banking models of the UK retail banks, and between clicks-and-mortar and dot com. retail banks in the UK, the web sites were evaluated by using the web site quantitative evaluation method (QEM) that developed by Mateos et al. (2001) and Miranda et al. (2006), the evaluation of the banks' web sites was conducted in March 2008 for sixteen clicks-and-mortar retail banks in Jordan, eleven clicks-and-mortar retail banks in the UK, and six dot com. retail banks in the UK, the results indicated that; the internet banking service encounter quality of the clicks-and-mortar in Jordan retail banks is very close to the UK banks, further quality of internet banking service encounter quality of the clicks-and-mortar retail banks in the UK are very close to the dot com. retail banks in the UK. Keywords: Internet banking, Service encounter, quality, Retail banks, Comparative study, Jordan, UK © Yazan K.A. Migdadi, 2008
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JIBC August 2008, Vol. 13, No. 2 - 2 - INTRODUCTION The adopting of internet banking has been increased dramatically during the last few years by the banks in Jordan and the UK; as a response for the changes of customers' needs in Jordan (Siam, 2006), and the deregulation practices in the UK since 1980s (Joseph et al. 2005), accordingly a lot of customers decided to use internet banking services in Jordan and the UK, and different internet banking models have been emerged particularly in the UK as clicks-and-mortar and dot com. bank. The banks in Jordan and the UK should focus on providing a better service encounter's quality to their customer as a result of the impact of encounter's quality on the customers' retention (Wakefield, 1996; and Reimer and Kuehn, 2005). The banks adopting of internet banking was affected by the national context (Brown et al., 2004), the different internet banking models will have different internet banking operations capabilities (Oilvera, 2002), further the bank web applications of banks in emerging markets as Jordan differ from developed countries as USA (Awamleh et al., 2003). Accordingly the internet banking service encounter's quality may differ as a result of
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This note was uploaded on 04/21/2011 for the course BUSINESS AAF001-1 taught by Professor Dr.tony during the Spring '11 term at University of Bedfordshire.

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Yazan_1 - Journal of Internet Banking and Commerce An open...

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