Impact of The Quality of Electronic Banking Services on the Satisfaction and Loyalty of Jordan Islamic Bank Customers in the Northern Region

Abstract

      The study aimed to measure the impact of the quality of electronic banking services—considering the dimensions of perceived benefit, cost of use, website design, privacy, and security as independent variables—on the satisfaction and loyalty of customers of the Jordan Islamic Bank in the Northern Region as dependent variables. To achieve the study's objectives, the descriptive-analytical method was used, involving the design of a questionnaire distributed to a random sample of the study population, represented by the bank's customers in the Northern Region. Out of 655 distributed questionnaires, 621 were returned and 600 were deemed valid for statistical analysis, resulting in a validity rate of 91.6%. The study utilized SPSS software, relying on means, simple regression, and multiple regression to test the hypotheses. The study found a positive effect of the dimensions of electronic banking service quality on customer satisfaction with the Jordan Islamic Bank in the Northern Region. Regarding customer loyalty, the impact of these dimensions was also positive, except for the dimension of perceived benefit, which had a negative effect. The study recommended exploring and enhancing factors that influence customer loyalty, such as loyalty programs and promotional offers, which could be beneficial in motivating customer loyalty.