أثر جودة الخدمة المصرفية الإلكترونية في تقوية العلاقة بين المصرف والزبائن - رمزي طلال حسن الردايدة PDF

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ABSTRACT
The Effect of E-Banking Service Quality on Strengthening the
Relationship between Banks and Customers: A Comparative
Study on a Sample of Customers in Jordanian and Foreign Banks
in Amman City
Prepared by:
Ramzi Talal Hassan Al-Radaideh
Supervised by:
Dr. Laith Alrubaiee
The entry of many foreign banks to the domestic market, backed with a
capital of a large and significant experience and modern banking service to make
banks Jordanian local in the face of an unprecedented, where she worked the banks
of Jordan to develop its e-banking services to increase their competitiveness, like
other sectors that may contribute to improving relationship quality with customers,
and achieve their satisfaction through the modernization of services and service
delivery through non-traditional, according to the latest types of technology available,
in order to strengthening the relationship with existing customers and to enhance their
bank and work to attract new customers. So this study aimed to determine the Effect
of E-Banking Service Quality on Strengthening the Relationship between Banks and
Customers in Jordanian and Foreign Banks in Amman City.
The study involved a sample of 8 Jordanian banks and foreign by 4 Jordanian
banks and 4 foreign banks, which were distributed (350) identifying, The number of
questionnaires recovered (318) to identify by (90.86%), were excluded (32)
questionnaires to the inefficiency of the analysis statistical, and thus the number of
questionnaires valid and which were subjected to statistical analysis (286) to identify
by (82.21%), of the total forms recovered were used approach statistical descriptive
analysis, where it was studying the impact of the quality of services, electronic
banking
dimensions
(efficiency,
reliability,
confidentiality,
communication,
Responsiveness), on relationship quality dimensions (satisfaction, trust, commitment)
The most important conclusions including the following:

- The direct impact of e-banking service quality on relationship quality
between banks and customers in the Jordanian banks was higher than in foreign
banks.
- Three dimensions of the subset of the e-banking service quality showed a
direct impact on relationship quality between banks and customers is reliability,
communication and efficiency when examination of the banks of Jordan while the
dimension of the sub-secret service quality electronic banking appeared to him the
impact relationship quality in foreign banks.
- Reliability and efficiency are the sub-dimensions of service quality electronic
banking, which appeared to have a direct bearing on satisfaction in relationship
quality when examining the banks of Jordan, while only the sub-dimension of the
quality of banking secrecy is a direct impact on the confidence of relationship quality
when studying foreign banks.
- Reliability and connect the two sub-dimensions of service quality electronic
banking, which appeared to have a direct bearing on confidence in relationship
quality when examining the banks of Jordan, while only the sub-dimension of the
quality of banking secrecy is a direct impact on the confidence of relationship quality
when studying foreign banks.
- Reliability, communication and efficiency are the dimensions of sub-quality
service electronic banking, which appeared to them a direct impact on the
commitment in relationship quality when examining the banks of Jordan, while offline
efficiency and communication dimensions of the quality of banking service have a
direct impact on commitment to relationship quality when studying foreign banks.
- The absence of any direct impact after responding to relationship quality as

far as the main or the sub-dimensions.
The study recommended:
- The need to emphasize the importance of the efforts of banks to improve the
quality of services, electronic banking, and manage relationships with customers, and
the banks to foster the culture of electronic banking services among its customers.
- The need for Jordanian banks to develop their relationship with customers to
achieve higher levels of satisfaction and confidence to be able to compete with
foreign banks in this area.
- On the banks of Jordan to take a series of actions to improve the quality of
electronic banking services in order to be a strong competitor to other foreign banks,
knowing that there are a number of Jordanian banks not covered by the study is still
the level of electronic banking services is low.
- The banks are conducting studies to follow up on all that is new regarding
the development of banking services.
- The banks are working to create an atmosphere of trust and confidence in
its relations with customers.
- Need to follow up recent developments in the field of e-marketing and
access to customers through the latest electronic means as having a direct impact on
the quality of banking services.
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:W
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أثر جودة الخدمة المصرفية الإلكترونية في تقوية العلاقة بين المصرف والزبائن - رمزي طلال حسن الردايدة PDF

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