Author(s): Nihayah Mahrakani, Marwan M. Shammot, Nawras M. Nusairat, Ahmad M. A. Zamil, Ahmad Yousef Areiqat,
Advances in the capabilities of data technologies and the desire for accelerated business advancements are inspiring services firms, such as banks, to re-engineer their current business processes and cycles and develop newer business models. The execution of self-service through a web-based portal is one of the critical business models being actualized by banks. These portals are expected to encourage upgrades in the quality of customer services. Yet, there is a need to develop research models to inspect what features of portals or web sites and how they could enhance customer perceptions of quality and satisfaction. This paper draws upon hypotheses and ideas from information systems and services marketing literatures to develop a rich model and suggestion connecting the features of web portals/websites and customer satisfaction with internet banking services. Exact exploration results show that while internet banking customer satisfaction in Riyadh can be enhanced by closing service connection gap and service information gap, the overall service quality can be improved by closing the service connection gap and service guidelines gap.