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The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives
Nuseir, Mohammed T.; Akroush, Mamoun N.; Mahadin, Bushra K. - In: International Journal of Services, Economics and Management 2 (2010) 1, pp. 80-108
The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple...
Persistent link: https://www.econbiz.de/10008755673
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Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan
Akroush, Mamoun N. - In: Global Business and Economics Review 10 (2008) 1, pp. 98-122
This study examines the mediation effect of service quality implementation on the relationship between service quality and bank performance. Drawing on relevant literature, the author empirically tested a model of service quality and performance on a sample of 346 bank managers in Jordan,...
Persistent link: https://www.econbiz.de/10005818612
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Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan
Akroush, Mamoun N. - In: International Journal of Services, Economics and Management 1 (2009) 3, pp. 209-232
This study examines the mediation effect of service quality implementation on the relationship between technical service quality and banks performance. Drawing on relevant literature, the author empirically tested a model of technical service quality, service quality implementation and...
Persistent link: https://www.econbiz.de/10005754615
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Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan
Akroush, Mamoun N. - In: Global Business and Economics Review 10 (2008) 1, pp. 98-122
This study examines the mediation effect of service quality implementation on the relationship between service quality and bank performance. Drawing on relevant literature, the author empirically tested a model of service quality and performance on a sample of 346 bank managers in Jordan,...
Persistent link: https://www.econbiz.de/10008538920
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Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan
Akroush, Mamoun N. - In: International Journal of Services, Economics and Management 1 (2009) 3, pp. 209-232
This study examines the mediation effect of service quality implementation on the relationship between technical service quality and banks performance. Drawing on relevant literature, the author empirically tested a model of technical service quality, service quality implementation and...
Persistent link: https://www.econbiz.de/10008563948