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In B2C Online services contexts where relationships between customers andservice providers matter due to the lack of faceto- face interactions,uncertainty, intangibility, hyper competition, increasing risk of fraud andlack of trust. Relationship quality (RQ) is replacing service quality as a keysource of superior performance and competitive advantage. Accordingly, thisstudy investigates the dimensions of relationship quality from e-Bankingservices and explores the differences among customers of Jordanian and foreignbanks. Many of the foreign banks in Jordan are equipped with large financialcapital, having high banking and financial experiences and are offering manymodern hi-tech banking services. This situation makes Jordanian banks in frontof unprecedented competition and so they have invested heavily to develop theire-banking services, in order to strengthening their relationships with existingcustomers, enhancing their trust, letting them satisfied, ensuring theircommitment and attracting of new ones. This paper aims to identify the keydimensions that shape the relationship quality among Jordanian and foreignbanks and their customers who are utilizing the e-Banking services. Based on anextensive review of relevant literature, we have formulated nine hypotheses andidentified three factors (satisfaction, trust, and commitment) that may affectthe competitiveness and success of Jordanian and foreign banks. Survey datafrom 350 customers from four Jordanian banks and four foreign banks in Ammancity the capital of Jordan were collected and used to test the proposedhypotheses. Based on the structural equation modeling and Ttest analyses, ourempirical analysis demonstrates several key findings.

Assessing the Dimensions of Relationship Quality in B2C E Banking Services: An Empirical Comparative Study