outcome of ebanking
Answers
Answer:
The increase translates into improved customer loyalty that in result in higher customer retention and growing organization value. Internet banking is a lower-cost delivery channel and a way to increase sales. Internet banking services has become one of the most important factors in the business economy today
The purpose of this paper is to explore the adoption of e-banking functionality and investigates the
impact of e-banking on the outcomes of customer satisfaction namely, loyalty and positive WOM within the
Jordanian Commercial Banks.
Design/methodology/approach – A purposive sampling technique was employed to recruit 179 customers
representing the desired range of demographic characteristics (e.g. gender, age, and computer use), previous
internet experience levels and product-related knowledge.
Findings – This research showed that adoption of e-banking (accessibility, convenience, security, privacy,
content, design, speed, fees and charges) had a positive effect on Jordanian Commercial Bank customers'
satisfaction, loyalty, and positive WOM.
Originality/value – The paper contributes to previous research by adding to existing knowledge regarding what
constitutes e-banking service. The paper makes key recommendations towards enhancing current online financial
services delivery