Service sector generally and the banking sector particularly is facing a high level of challenges, especially with the level of customer expectation. Therefore, banks have started to improve their service quality. Technology progress and growth contributed significantly to changing the way of banking services, so customer satisfaction. Due to immense competition, banking is a customer-focused service industry, and customer happiness has become the most vital pillar of any banking business. The study aims to determine the main factors are enhancing customer satisfaction quality in the banking sector. To address the study's questions and evaluate hypotheses, a quantitative technique was adopted to answer questions and test hypotheses. About (8) interviews were conducted with managerial levels and (250) questionnaires were distributed to the banking sector customers using the Simple Random Sample technique to achieve the research purposes in Jordan using the banking sector as a case study. (173) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.26). The findings of the research revealed that there is a significantly positive impact of reliability, technology aspects, assurance, responsiveness, employee competence, security and privacy on customer satisfaction quality in the banking sector. The research results confirmed the importance of providing the services error-free to enhance customer satisfaction and increase loyalty. The website should contain information that serves customers and employees should be able to provide appropriate assistance to customers and maintain the confidentiality of customer information and data. Finally, use electronic protection software and constantly update the electronic applications banking sector.

The study aims to identify the impact of social media usage on customer satisfaction and the mediating role of electronic service quality through its dimensions (website design, reliability, customization, responsiveness, and trust) in the Vitas Jordan Company. A quantitative approach was used to answer the study questions and to test hypotheses. About (500) questionnaires were distributed using the Simple Random Sample technique to achieve the study purposes. (392) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.25) and (AMOS) software. The findings of the study revealed that there is a significantly positive impact of social media usage on customer satisfaction and a significantly indirect positive impact of social media usage on customer satisfaction through the electronic Services Quality dimension as a mediating variable. The study recommended that managers concentrate and maintain the use of social media for providing unique services and responding to customers’ inquiries in a timely manner. In addition, the need to enhance the use of Twitter and Instagram in marketing champions. 

The purpose of this research is to determine the impact of utilizing social media to increase customer satisfaction. To address the study's questions and evaluate hypotheses, a quantitative technique was adopted to answer questions and to test hypotheses. About 500 questionnaires were distributed using the Simple Random Sample technique to achieve the research purposes in Jordan using Vitas Company as case study. 392 questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.25) and (AMOS) software. The findings of the research revealed that there is a significantly positive impact of social media usage on customer satisfaction. The research results confirmed the importance of using multichannel of social media to enhance customer satisfaction and increase their loyalty and recommended managers concentrate and maintain the use of social media for providing unique services and responding to customers’ inquiries in a timely manner. Additionally, the research showed the need to expand the usage of Twitter and Instagram for marketing purposes, and seeking services that exceed customer expectations and recruiting and properly training qualified staff in the social media department. Finally, companies should pay attention to customers' opinions through comments on posts and social media chat messages, because it has a positive role in improving the customer feedback process.