The Intermediate Effect of the Adoption of Electronic Banking Services between the Word of Mouth and the Quality of Banking Services
Dr. Anber Abraheem Shlash Mohammad, Dr. Khaled Atallah Al-Tarawneh

Abstract
This study aimed to test the impact of the use of the word of mouth on the quality of banking services through the adoption of electronic banking services as an intermediary variable in commercial banks in Jordan. The study sample consisted of 265 respondents who were selected from dealers with commercial banks in Jordan as an appropriate sample. The questionnaire was used as a tool for data collection; a number of statistical methods have been used including regression, simple arithmetic averages, the normal distribution test and the structural equation. The results indicated:
1– that the level of practicing word of mouth from the viewpoint of the respondents is medium.
2- that the level of banking services quality in the commercial banks in Jordan from the perspective of the respondents is high.
3- that the level of adoption of electronic banking services in the commercial banks in Jordan is average from the viewpoint of the respondents.
4– word of mouth has a significant positive impact, as does the adoption of electronic banking services on the quality of banking services at a significance level of (α ≤ 0.05).
5- the presence of an indirect effect of the adoption of electronic banking services between the word of mouth and the quality of banking services at significance level of (α ≤ 0.05).
The study recommended a set of recommendations according to the results of the study.

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