Journal of Internet Banking and Commerce
An open access Internet journal (http://www.arraydev.com/commerce/jibc/
Journal of Internet Banking and Commerce, December 2008, vol. 13, no.3
The Quality of Internet Banking Service Encounter in Jordan
Yazan K.A. Migdadi, PhD Student
Bradford University, School of Management, United Kingdome
Bradford, West Yorkshire, Emm Lane, BD9 4JL,
The purpose of this study is to identify the quality of internet banking service encounter
of the retail banks in Jordan, and to identify the quality dimensions that should be
improved or sustained, to achieve these purposes the banks' web sites were evaluated
by using the web site quantitative evaluation method (QEM), the evaluation of the banks'
web sites was conducted in March 2008 for sixteen retail banks in Jordan, the results
indicated that; the banks in Jordan have significant positive quality of the internet
banking service encounter, further the banks' web sites are rich in their content, and
significant in the navigation, but the speed of home page down load and web site
accessibility should be developed in the future.
Internet banking, Service encounter, quality, Retail banks, Jordan.
© Yazan K.A. Migdadi, 2008
The adopting of internet banking has been increased dramatically during the last few
years by the retail banks in Jordan; the number of banks adopting the internet banking in
2003 was two (Awamleh, 2003), but in 2008 the number increased to be sixteen as a
response for the changes of customers' needs (Siam, 2006), accordingly the banks in
Jordan 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,