The impact of electronic banking services on enhancing customer loyalty to the Jordanian banking sector A field study on commercial banks operating in the capital, Amman

Abstract

The impact of electronic banking services on enhancing customer loyalty to the Jordanian banking sector
A field study on commercial banks operating in the capital, Amman
Dr. Talal Al-Quran
Abstract
The study aimed to highlight the most important types of electronic banking services that are most widespread and used by commercial banks operating in Jordan, and to identify the extent to which commercial banks operating in Jordan provide electronic banking services and the role they play in enhancing customer loyalty.So this study came to test the hypotheses that were put forward to address the research problem. The study relied on the descriptive and analytical approach by designing a questionnaire. The researcher distributed (160) questionnaires to a random sample of dealers with commercial banks in the capital, Amman, from which (150) valid questionnaires were recovered for the purposes of analysis, with a recovery rate of (93.7%). The researcher used the analysis program. Statistician (SPSS) based on arithmetic means, multiple regression, and simple in testing the study hypotheses.
The study found a set of results, the most important of which are: The existence of a statistically significant effect at the level of (α≤0.05) for electronic banking services (automatic teller services, telephone banking services, internet services) in enhancing customer loyalty in commercial banks operating in Amman.

Key words: commercial banks, electronic banking services, Telephone banking services, Automated teller services, customer loyalty.