أثر جودة الخدمات الالكترونية على ولاء العميل في البنوك التجارية الاردنية ودور الرضا كمتغير وسيط وتكلفة التحويل كمتغير معدل

يحيى, محمد ماهر أحمد (2020) أثر جودة الخدمات الالكترونية على ولاء العميل في البنوك التجارية الاردنية ودور الرضا كمتغير وسيط وتكلفة التحويل كمتغير معدل. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The study aimed to investigate the effect of Electronic Service Quality on Customer Loyalty in Jordanian Commerical Banks and the role of Satisfaction as mediate variable and Switching Cost as moderate variable. The study population included Jordanian Commerical Banks customer during the period between May 2019 to December of the same year. The study sample included Convenience sample from Jordanian Commerical Banks customer during the period between May 2019 to December of the same year totalling (357). The questionnaire was used as a key tool for gathering information. To achieve the study objectives the study used descriptive analytical method through many statistical tools. The study reached a number of results namely: there is a significant effect of Electronic Service Quality on Customer satisfaction and loyalty in Jordanian Commerical Banks at level (  0.05). there is a significant effect of Customer satisfaction on Customer loyalty in Jordanian Commerical Banks at level (  0.05). as well as, Customer satisfaction play a mediate role in the relationship between Electronic Service Quality and Customer loyalty in Jordanian Commerical Banks at level (  0.05). Switching Cost play a moderate role in the relationship between Electronic Service Quality and Customer loyalty in Jordanian Commerical Banks at level (  0.05). The study recommends that the need for the Jordanian Commercial Banks Administration pay attention to facilitating work procedures and reducing the time of providing banking services to customers by motivating workers and giving them the required empowerment to perform their business and adopting the idea of the need to respect customers to obtain their loyalty Keywords: Electronic Service Quality, Customer Satisfaction, Switching Cost, Customer Loyalty, Jordanian Commerical Banks

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