Iyad A. A Khanfar, Ahmad Yousef Areiqat, Suleiman Ibrahim Mohammad, Bader Ismaeel, Asokan Vasudevan, Mohammad Faleh Ahmmad Hunitie, Mustafa S. Al-Shaikh, Simeng Jia- Hebei, Muhannad R. Khanfar
ABSTRACT
E-banking service quality and its impact on customer satisfaction is examined: Empirical evidence from Safwa Islamic Bank in Amman (Jordan) It assesses seven aspects: Tangibility, Reliability, Readiness, Empathy, Assurance, Security, and Trust as service quality. The researchers collected data from 432 e-banking customers and tested the hypotheses with SPSS and AMOS. The findings show that Empathy, Responsiveness, Assurance, Security, and Trust significantly contribute to improving customer satisfaction. On the other hand, Tangibles and Reliability have a lesser impact (Ismaeel & Alzubi, 2020). In order to better customer satisfaction, Safwa Islamic Bank should improve these important dimensions through training their employees, improving security for customer trust, and providing reliability. By enhancing these factors, the customer experience will be improved, and so the bank’s image and competitive position in Jordan’s banking industry. As customers increasingly rely on digital banking services, it will be necessary to ensure constant improvement in service quality to develop customer loyalty and sustain a long-term future.
