THE IMPACT OF DIGITAL TRANSFORMATION ON THE BANKING SERVICES QUALITY IN JORDANIAN ISLAMIC BANKS

Abstract

 This study aimed to identify the impact of digital transformation on the quality of banking services in Jordanian Islamic banks, specifically focusing on the Islamic International Arab Bank, Safwa Islamic Bank, and Jordan Islamic Bank. Using a descriptive-analytical approach, the study collected data through a questionnaire distributed to 279 customers, and the SPSS program was employed for analysis. The findings revealed a statistically significant positive impact of digital transformation on banking service quality, meaning that digital tools such as online banking and mobile applications enhance service speed, accuracy, accessibility, and customer satisfaction. Consequently, the study recommended accelerating the transition of Jordanian Islamic banks from traditional to fully digital models, emphasizing the need to invest in IT infrastructure, train human resources, and raise customer awareness of digital channels to maximize the benefits of digital transformation and enhance competitiveness in the Islamic banking sector.