The Correlation between E-Banking Services Quality and Customers’ Satisfaction During COVID-19 Pandemic: A Case Study

Abstract

The quality of the provided services is vital to the existence and to the profitability of any organization, regardless its business type or size. In general, providing and maintaining high levels of quality would increase the organizations’ ability to meet, and sometimes to exceed, the customers’ needs and requirements, and hence obtaining their satisfaction. This in turn would boost the reputation, revenue, and sales. Currently, at the times of COVID-19 crisis, a significant surge in the usage of different electronic means has been witnessed. One of the industries, which its customers’ has shifted to utilizing e-channels, is the banking sector. Therefore, it became challenging for all banks across the world to keep a pace with the rapid technological development and to deliver banking services through various digital channels, while at the same time ensuring the delivery of high quality services. In this research, we examined the quality of the e-banking services during the pandemic and how it affected customers’ satisfaction. The study was performed and carried out based on the feedback got from Jordanian banks’ customers. The results showed that reliability, efficiency, security, privacy, website/app design, and usability of the provided e-banking services, have a significantly positive influence on the overall customers’ satisfaction.