The Impact of E-Service Quality on Customers' Loyalty: A Study on A Sample of Clients in The Jordanian Commercial Banks

Asa'ad H Abu-Rumman


This Study aimed at investigating E-Service quality and how it can be used to enhance customers' loyalty through online banking transactions. Relationship quality between the customer - bank as a moderate variable, and the study was conducted on the clients of a number of commercial banks. The study focused on the following five dimensions of E-service quality (website, interactivity, reliability, privacy and security, responsiveness). The relationship quality included the following dimensions (satisfaction, commitment and trust). The study used a questionnaire method; 208 questionnaires were distributed. The study concludes that there is a statistically significant relationship between the overall dimensions of e-service quality specifically reliability, privacy and security in addition to response and customers' loyalty toward the Jordanian commercial banks. Furthermore, the study revealed that the e-service quality has an impact on customers' loyalty through the relationship quality as a moderate variable.


E-service quality, Relationship Quality, Customers' Loyalty, Banking, Jordan.


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