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This study has the aim of exploring how the digital transformation, with its dimensions related to strategy, operations, and technology, affects service quality in Jordanian commercial banks. A descriptive-analytical approach was considered in order to reach the goals of the study. There are 12 Jordanian commercial banks that fall within the domain of the study. Among professionals, accountants, IT specialists, auditors, and branch managers formed part of the sampling of the study. In all, the sample received 300 electronic questionnaires, out of which 276 valid responses were retrieved for statistical analysis. SPSS software was used for analyzing the data. From the results, it was found that dimensions such as strategy, operations, and technology from digital transformation have statistically significant effects on Jordanian commercial banks while considering service quality. From these findings, the study recommended increasing investments by Jordanian commercial banks in digital transformation to make necessary focus crucial for rapid technological advancement.

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The Impact of Digital Transformation on the Service Quality at Jordanian Commercial Banks

  • 会议论文

  • 发表日期：

    2026年

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  • Ahmad A. Al-Naimi,
  • Laith Al-Shouha,
  • Shafiq Al Abed,
  • Mohammad Ahmad Alnaimat,
  • John Kasem,
  • Anwar Al-Gasaymeh

摘要

This study has the aim of exploring how the digital transformation, with its dimensions related to strategy, operations, and technology, affects service quality in Jordanian commercial banks. A descriptive-analytical approach was considered in order to reach the goals of the study. There are 12 Jordanian commercial banks that fall within the domain of the study. Among professionals, accountants, IT specialists, auditors, and branch managers formed part of the sampling of the study. In all, the sample received 300 electronic questionnaires, out of which 276 valid responses were retrieved for statistical analysis. SPSS software was used for analyzing the data. From the results, it was found that dimensions such as strategy, operations, and technology from digital transformation have statistically significant effects on Jordanian commercial banks while considering service quality. From these findings, the study recommended increasing investments by Jordanian commercial banks in digital transformation to make necessary focus crucial for rapid technological advancement.