Quantitative Evaluation of the Internet Banking Service Encounter's Quality: Comparative Study between Jordan and the UK Retail Banks.
The purpose of this study is to identify the differences in the internet banking service encounter's quality between clicks-and-mortar retail banks in Jordan and the different internet banking models of the UK retail banks, and between clicks-and-mortar and dot com. retail banks in the UK, the web sites were evaluated by using the web site quantitative evaluation method (QEM) that developed by Mateos et al. (2001) and Miranda et al. (2006), the evaluation of the banks' web sites was conducted in March 2008 for sixteen clicks-and-mortar retail banks in Jordan, eleven clicks-and-mortar retail banks in the UK, and six dot com. retail banks in the UK, the results indicated that; the internet banking service encounter quality of the clicks-and-mortar in Jordan retail banks is very close to the UK banks, further quality of internet banking service encounter quality of the clicks-and-mortar retail banks in the UK are very close to the dot com. retail banks in the UK.
Yazan K.A. Migdadi