Purpose – The purpose of this paper is to explore the adoption of e-banking functionality and investigates theimpact of e-banking on the outcomes of customer satisfaction namely, loyalty and positive WOM within theJordanian Commercial Banks.Design/methodology/approach – A purposive sampling technique was employed to recruit 179 customersrepresenting the desired range of demographic characteristics (e.g. gender, age, and computer use), previousinternet experience levels and product-related knowledge.Findings – This research showed that adoption of e-banking (accessibility, convenience, security, privacy,content, design, speed, fees and charges) had a positive effect on Jordanian Commercial Bank customers'satisfaction, loyalty, and positive WOM.Originality/value – The paper contributes to previous research by adding to existing knowledge regarding whatconstitutes e-banking service. The paper makes key recommendations towards enhancing current online financialservices delivery.
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Ahmad et al. (2011) studied this question.