Internet Banking Encounter Quality of Arab Middle East Banks: Organizational Determinants

Abstract

The aim of this chapter was to evaluate the impact of organizational determinants in term of ownership, age, size and global presence on the quality of internet banking service encounter in the Arab Middle East region. A sample of fifty banks from eleven countries was surveyed. Two questionnaires were used; one of them was directed to professionals to weight the dimensions of quality. Another one was used to report the quality dimensions and bank's characteristics. Detailed analysis methodology called quantitative evaluation was adopted to weight and rate quality dimensions, further, Mann-Whitney U test and Sperman correlation coefficient were used. This study revealed that; there is a statistical significant difference in accessibility, content and security dimensions between foreign and local banks. Global presence has a significant impact on customization and security, but age and size of the bank doesn't have significant relationship with quality of service encounter dimensions.