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Research Article

EEO. 2021; 20(5): 2826-2838


Tariq Barjes Al-bloush, Norailis Ab. Wahab, Munirah Mahshar*.


Today’s clients need the highest quality at the lowest cost, pushing financial institutions to establish a more client-attentive infrastructure. Banks are continually improving the quality of their online services to increase productivity and minimise costs. This can be achieved by investing in information technology. Advances in IT have led to e-services-driven marketing; this is the main driver to convert traditional banking to online banking. the effects of website quality components on the continuous-use intention of online banking has been an issue of concern for many researchers. Therefore, this research examined the impact of SYQ, E-SQ, and INQ on continuous-use intention. The current research used a convenience random sample to collect data from customers of Jordanian commercial banks operating in South, Middle, and North Amman, using. Data from 372 respondents were analysed applying PLS-SEM to examine the research hypotheses. The findings revealed that continuous-use intention was significantly influenced by SYQ, E-SQ, and INQ. These offer valuable insights for academics and decision-makers to improve website quality components, considering their critical role in improving the continuous-use intention of online banking. Therefore, decision-makers need to develop a correct configuration of these components, thus giving Jordanian commercial banks superior economic results over their competitors. In turn, this would lead to an increased level of continuoususe intention.

Key words: Website Quality Components, Online Banking, Continuous-Use Intention

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