36 Int. J. Intelligent Enterprise, Vol. 4, Nos. 1/2, 2017 Copyright © 2017 Inderscience Enterprises Ltd. The effects of e-banking quality on customers’ trust-satisfaction and commitment: a field study on users of Jordanian banks Ali Ahmad Alawneh Department of Management Information Systems, Faculty of Information Technology, Philadelphia University, Jordan Email: alawneh2001@yahoo.com Abstract: Due to the complexity and the high competitiveness of banks’ business environments in today’s knowledge economy, keeping banks’ customers in-hand and increasing their profitability are getting harder to be achieved. In the process of doing so, a superior banking service quality has to be delivered efficiently and quickly through advanced information and communication technologies (ICTs). This study assessed the experimentation of Alawneh et al. (2013) scale for measuring e-banking service quality in Jordan. In addition, it attempted to examine the casual relationships among the scale’s five constructs (reliability, efficiency, security/privacy, responsiveness and communication) and the trust, satisfaction and commitment constructs. The survey data based on the aforementioned constructs were gathered from 400 e-banking users of Jordanian banks located in Irbid City of Jordan. The results of hypotheses testing and regression analysis have been discussed. Finally, recommendations of these results to banks’ managers, practitioners and decision makers and proposed further works to scholars were presented. Keywords: e-banking; service quality; trust; satisfaction; commitment; measurement scale; Jordan. Reference to this paper should be made as follows: Alawneh, A.A. (2017) ‘The effects of e-banking quality on customers’ trust-satisfaction and commitment: a field study on users of Jordanian banks’, Int. J. Intelligent Enterprise, Vol. 4, Nos. 1/2, pp.36–45. Biographical notes: Ali Alawneh is an Associate Professor of MIS at the Faculty of IT, Philadelphia University in Jordan. He received his PhD from The Arab Academy, a MPA from the Yarmouk University and BSc in Computer Science from Yarmouk University. His research interests are in e-business applications, knowledge management, and MIS. He has more than 30 research papers in prestigious journals and decent conferences published by Elsevier, Inderscience, IRMA, IGI, IBIMA, ATLANTIS, SRP, IADIS, etc. Furthermore, he has participated as a member of organising, steering, editorial board, technical, examination and scientific committees for more than 40 conferences, journals and master theses.