Yazan_2 - 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, December 2008, vol. 13, no.3 ( http://www.arraydev.com/commerce/jibc/ ) The Quality of Internet Banking Service Encounter in Jordan Yazan K.A. Migdadi, PhD Student Bradford University, School of Management, United Kingdome Postal Address: Bradford, West Yorkshire, Emm Lane, BD9 4JL, Email: Y.K.A.Migdadi@Bardford.ac.uk Abstract 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. Keywords: Internet banking, Service encounter, quality, Retail banks, Jordan. © Yazan K.A. Migdadi, 2008 INTRODUCTION 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,
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JIBC December 2008, Vol. 13, No. 3 - 2 - 1996; and Reimer and Kuehn, 2005). Despite the recent adoption of internet banking in Jordan, some banks has a competitive position in the middle east and Africa; according to Trajhova (2005), Jordan Kuwait Bank was one of the best consumer internet banking provider in the Middle East and Africa, this bank was the best in bill payment, also as reported by Keeler (2007), Standard and Chartered in Jordan was the best in corporate and institutional internet banking in 2007. Accordingly the reality has been changed since the early contribution of Awamleh (2003), the published facts should be updated to reflect the changes, moreover the retail banks should have up to date facts about the effectiveness of its electronic applications as internet banking, so this study aims to answer the following two questions: To what extent the internet banking service encounters quality of retail banks in Jordan is significant positive? What are the quality dimensions should be maintained and improved by retail banks in
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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_2 - Journal of Internet Banking and Commerce An open...

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