The purpose of this study is to explore the major factors affecting user�s utilization and\r\nsatisfaction of e-services offered by Al-Balqa Applied University, the population of this study\r\nconsists of 610 participants, a survey was conducted using a questionnaire, the questionnaire\r\nwas validated by a panel of researchers, 582 usable responses of the questionnaire was\r\ncollected and analyzed. Results of the study showed that there is an impact of reliability,\r\nresponsiveness, information quality, security, and usability on the user''s satisfaction and\r\nintention toward e-services. This study showed how the website design, navigation, and\r\nfunctionality play a crucial role in the overall evaluation of e-service satisfaction. Management\r\nof universities need to be aware that a bad experience with website design, navigation, and\r\nfunctionality can affect satisfaction and perception toward e-services that offered by a\r\nuniversity.
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