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This study investigates the impact of E-Service Quality on Electronic Word-of-Mouth (E-WOM) and Financial Performance in the banking sector, with a focus on the mediating role of E-WOM. Using a quantitative approach, data was collected from 353 banking customers and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that E-Service Quality significantly and positively influences both E-WOM (β = 0.527) and Financial Performance (β = 0.489). Additionally, E-WOM was found to positively impact Financial Performance (β = 0.225). Mediation analysis confirmed that E-WOM partially mediates the relationship between E-Service Quality and Financial Performance, highlighting its complementary role. Encouraging positive E-WOM through customer advocacy and leveraging digital channels can amplify financial outcomes. This study contributes to the literature by integrating E-Service Quality, E-WOM, and Financial Performance into a unified framework, providing actionable insights for academics and practitioners alike.

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The Influence of E-Service Quality and Electronic Word-Of-Mouth (E-WOM) on Financial Performance: Evidence from the Banking Sector in Jordan

  • 会议论文

  • 发表日期：

    2026年

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  • Osama Samih Shaban,
  • Arwa Omoush,
  • Mua’th J. Hamad,
  • Adel Qatawneh

摘要

This study investigates the impact of E-Service Quality on Electronic Word-of-Mouth (E-WOM) and Financial Performance in the banking sector, with a focus on the mediating role of E-WOM. Using a quantitative approach, data was collected from 353 banking customers and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that E-Service Quality significantly and positively influences both E-WOM (β = 0.527) and Financial Performance (β = 0.489). Additionally, E-WOM was found to positively impact Financial Performance (β = 0.225). Mediation analysis confirmed that E-WOM partially mediates the relationship between E-Service Quality and Financial Performance, highlighting its complementary role. Encouraging positive E-WOM through customer advocacy and leveraging digital channels can amplify financial outcomes. This study contributes to the literature by integrating E-Service Quality, E-WOM, and Financial Performance into a unified framework, providing actionable insights for academics and practitioners alike.