Mediating Effect of Electronic Banking Application on the Relationship Between Electronic Islamic Banking Services’ Quality and Customers Satisfaction in Jordan
Advances in wireless commanication technology has created high compenitionamongst the service indushies that need to keep attracing newe customers.Jordan 's Islamic banks operate in accordance with Islamic Sharia las becauseJordan is an Islamic nation,However, they also atraet big numbers of customersfrom tradirional banks who regard them as viable financial institutions. In paststudies, it has been proved the impact of naditional or elecnonic service quality oncommercial or Islamic banks on side customer sanisfacnion in other side, since inJordan there is no Jordanian sudies examined the relationship between elecronicIslamic banking service quality and customer sarisfaction with mediaring variableelectronic banking apphication, so there is a research gap in this area as to date noresearch has examined that specifie relationship in the Islamic banks of Jordan asbackground. The stmdy purpose is to suggest a model that will be the furst studyteshing this relaionship. The main objective of this snudy to examine thefactors fthat affect the safisfaction of customers to fheir banks through theimediation of electronic banking applicanon. This studywill applyaquantitafive’ research.methodology,which, includes'anumericaimeasurement and analysis of the factors which influence acceptance.Inthis study,a survey questionnaire which will involve 498 respondents willbe adopted to aggregate the results. The investigafion seeks fo construct amodel of six independent variables which are Ease of use，Reliabilin,Responsiveness，Assurance,Interface design,Privac,the mediatingvariable (electronic banking applicafion) and the dependent variable(customer safisfaction). The sudy found that Electronic, BankingApplication directly impacted customer_ safrisfaction and that this effect issianstically significant. The study also showed that there are indirect effects for most of the menfioned variables on customer safisfacion to the bank,mediated by Electronic Banking .Applicafiow and that these effects arestanisncally significant. Ir establishes rhar only assurance has noiindirectlysignificanfly_imipacted customer sansfachion through the medianon ofElecironicBanking Applicanon. In addihion,it was found that onlyResponsiveness ana issurance have nor directly signmificanfly influencedcustomer safisfaction. The sfudy highlights the importance of the degree ofelectronic baniking applicafion on the degree of customer safisfachion as itshowved that there is another effect for all the factors fhrough the mediafionof electronic banking applicanon, although not all of then are stafisticallysignificant. In fact, rthe inclwsion of electronic bamking application as amediator is a new development and achievement in the sfmdy of customersafisfacfion, especially in the Jordanian context and specifically in Islamicbanks. If is recommended to comparafive sfuidies befnveen Islamicandcommercial banking sectors and outside Jordan withn other counfries tomeasure this impact. Promoing the Jordanian Islamic banking sectortowards further progress usimng electronic technology and facilitaning thecustomer's dealings with the bank. it is also strongly recommended thatfufure studies be carried out in various sectors such as hotels,electronicpurchases over intermet and many more.According to the Corona virusepidemic, the research directs banks to adopt electronic dealings in theirbanking services ar the coming stages due fo the social distancing, safety,privacy and speed of performance without any congestion and gatheringsfhat may negafively affect the health of customers.
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