{"id":"https://openalex.org/W1963717318","doi":"https://doi.org/10.1504/ijsem.2010.029793","title":"The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives","display_name":"The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives","publication_year":2009,"publication_date":"2009-12-03","ids":{"openalex":"https://openalex.org/W1963717318","doi":"https://doi.org/10.1504/ijsem.2010.029793","mag":"1963717318"},"language":"en","primary_location":{"id":"doi:10.1504/ijsem.2010.029793","doi":"https://doi.org/10.1504/ijsem.2010.029793","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijsem.2010.029793","pdf_url":null,"source":{"id":"https://openalex.org/S196118188","display_name":"International Journal of Services Economics and Management","issn_l":"1753-0822","issn":["1753-0822","1753-0830"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services, Economics and Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5060113258","display_name":"Mohammed T. Nuseir","orcid":"https://orcid.org/0000-0002-1319-5404","observed_orcids":["https://orcid.org/0000-0002-1319-5404"]},"institutions":[{"id":"https://openalex.org/I4210104314","display_name":"New York Institute of Technology","ror":"https://ror.org/01bghzb51","country_code":"US","type":"education","lineage":["https://openalex.org/I4210104314"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mohammed T. Nuseir","raw_affiliation_strings":["School of Management, New York Institute of Technology, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, New York Institute of Technology, Amman, Jordan","institution_ids":["https://openalex.org/I4210104314"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048483106","display_name":"Mamoun N. Akroush","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I230091363","display_name":"German Jordanian University","ror":"https://ror.org/02jgpyd84","country_code":"JO","type":"education","lineage":["https://openalex.org/I230091363"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Mamoun N. Akroush","raw_affiliation_strings":["Talal Abu-Ghazaleh College of Business, German-Jordanian University, P.O. Box 921951, Amman 11192, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Talal Abu-Ghazaleh College of Business, German-Jordanian University, P.O. Box 921951, Amman 11192, Jordan","institution_ids":["https://openalex.org/I230091363"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5054491250","display_name":"Bushra Mahadin","orcid":"https://orcid.org/0000-0003-2883-6830","observed_orcids":["https://orcid.org/0000-0003-2883-6830"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Bushra K. Mahadin","raw_affiliation_strings":["Faculty of Banking and Financial Sciences, The Arab Academy for Banking and Financial Sciences, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Banking and Financial Sciences, The Arab Academy for Banking and Financial Sciences, Amman, Jordan","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5052527616","display_name":"Abdallah Q. Bataineh","orcid":"https://orcid.org/0000-0001-7770-3175","observed_orcids":["https://orcid.org/0000-0001-7770-3175"]},"institutions":[{"id":"https://openalex.org/I145380033","display_name":"Amman Arab University","ror":"https://ror.org/039xekb14","country_code":"JO","type":"education","lineage":["https://openalex.org/I145380033"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Abdullah Q. Bataineh","raw_affiliation_strings":["Faculty of Administrative Studies, Amman Arab University for Graduate Studies, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Administrative Studies, Amman Arab University for Graduate Studies, Amman, Jordan","institution_ids":["https://openalex.org/I145380033"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":21,"citation_normalized_percentile":{"value":0.28698423,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"2","issue":"1","first_page":"80","last_page":"80"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9740999937057495,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9740999937057495,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.022600000724196434,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9860000014305115},{"id":"https://openalex.org/keywords/electronic-banking","display_name":"electronic banking","score":0.8769999742507935},{"id":"https://openalex.org/keywords/banks","display_name":"banks","score":0.49900001287460327},{"id":"https://openalex.org/keywords/jordan","display_name":"Jordan","score":0.7889999747276306},{"id":"https://openalex.org/keywords/website-characteristics","display_name":"website characteristics","score":0.9760000109672546},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.8600000143051147},{"id":"https://openalex.org/keywords/risk-perception","display_name":"risk perception","score":0.9990000128746033},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9900000095367432},{"id":"https://openalex.org/keywords/customization","display_name":"customization","score":0.9120000004768372},{"id":"https://openalex.org/keywords/customer-perspective","display_name":"customer perspective","score":0.460999995470047}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7580403685569763},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6546293497085571},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6287131309509277},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6194179654121399},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5925866961479187},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.587117075920105},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5756422877311707},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.46934378147125244},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.46777620911598206},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.41274166107177734},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.09862324595451355},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.07762274146080017},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1504/ijsem.2010.029793","doi":"https://doi.org/10.1504/ijsem.2010.029793","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijsem.2010.029793","pdf_url":null,"source":{"id":"https://openalex.org/S196118188","display_name":"International Journal of Services Economics and Management","issn_l":"1753-0822","issn":["1753-0822","1753-0830"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services, Economics and Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:ids:injsem:v:2:y:2010:i:1:p:80-108","doi":null,"is_oa":false,"landing_page_url":"http://www.inderscience.com/link.php?id=29793","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W141688559","https://openalex.org/W238030176","https://openalex.org/W1542961849","https://openalex.org/W1566717585","https://openalex.org/W1572761423","https://openalex.org/W1689771227","https://openalex.org/W1979213576","https://openalex.org/W1979907230","https://openalex.org/W1995593795","https://openalex.org/W2007738521","https://openalex.org/W2010247083","https://openalex.org/W2020421105","https://openalex.org/W2024180819","https://openalex.org/W2025926893","https://openalex.org/W2028809046","https://openalex.org/W2040418450","https://openalex.org/W2056710478","https://openalex.org/W2064842243","https://openalex.org/W2065856510","https://openalex.org/W2073913939","https://openalex.org/W2079029406","https://openalex.org/W2098811578","https://openalex.org/W2099358844","https://openalex.org/W2107971134","https://openalex.org/W2112483155","https://openalex.org/W2124599616","https://openalex.org/W2132526747","https://openalex.org/W2151694441","https://openalex.org/W2611897969","https://openalex.org/W2798323459","https://openalex.org/W3015634246","https://openalex.org/W3147133440"],"related_works":["https://openalex.org/W3109982560","https://openalex.org/W2884554647","https://openalex.org/W7203746281","https://openalex.org/W2795009757","https://openalex.org/W4285385435","https://openalex.org/W2595461253","https://openalex.org/W2884738762","https://openalex.org/W6949073265","https://openalex.org/W7165674286","https://openalex.org/W4380449805"],"abstract_inverted_index":{"The":[0,54,88],"aim":[1],"of":[2,18,100],"this":[3],"research":[4,50,55,130,133],"is":[5],"to":[6,47,127],"examine":[7],"the":[8,11,26,49,79,93,105],"relationship":[9],"between":[10],"e-service":[12,59,101,128],"quality":[13,60,102,129],"dimensions":[14,61,103],"and":[15,52,70,75,84,110,118,131],"customer":[16],"satisfaction":[17,83,109],"banks":[19,39,80,107],"in":[20,40],"Jordan.":[21,41],"Using":[22],"a":[23,73],"structured":[24],"questionnaire,":[25],"primary":[27],"data":[28],"was":[29,45],"collected":[30],"from":[31],"457":[32],"customers":[33],"who":[34],"had":[35],"e-banking":[36],"transactions":[37],"with":[38],"Multiple":[42],"regression":[43],"analysis":[44],"employed":[46],"test":[48],"model":[51],"hypotheses.":[53],"findings":[56,89],"indicate":[57,91],"that":[58,92],"such":[62],"as":[63],"website":[64,116],"attributes,":[65],"reliability,":[66],"perceived":[67],"risk,":[68],"responsiveness":[69],"customisation":[71],"have":[72],"positive":[74],"significant":[76],"effect":[77],"on":[78,97,104],"overall":[81,106],"customers'":[82,108],"its":[85,111],"elements":[86,113],"individually.":[87],"also":[90,136],"strongest":[94],"predictors,":[95],"based":[96],"beta":[98],"values,":[99],"individual":[112],"are":[114,135],"responsiveness,":[115],"attributes":[117],"customisation,":[119],"respectively.":[120],"Research":[121],"results,":[122],"conclusions,":[123],"practical":[124],"recommendations,":[125],"contributions":[126],"future":[132],"opportunities":[134],"discussed.":[137]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}