Factors Affecting Customers' Adoption of E-Banking Services in Jordan

Factors Affecting Customers' Adoption of E-Banking Services in Jordan

Emad Masoud (Emirates College of Technology, Abu Dhabi, United Arab Emirates) and Hanan AbuTaqa (Amman Arab University, Amman, Jordan)
Copyright: © 2017 |Pages: 17
DOI: 10.4018/IRMJ.2017040103
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Abstract

This study aimed to identify and analyze factors affecting customers' adoption of E-Banking services in Jordan. The study sample was 450 E-banking services users, who have been chosen from nine main banks selected by the researchers. The study concluded that there was a significant effect of (E-Service Quality, E-Perceived Usefulness, E-Security, E-Reliability) on the adoption of E-Banking services. E-Service quality was the most effecting factor on customers' adoption of E-Banking services, while E-Security was the least influential factor. The study proved the existence of the effect of the following E-Service quality dimensions: E-Ease of Use, E-Privacy, E-Efficiency, E-Design and E-Cost Effectiveness and denied the existence of the effect of E-Responsiveness on customers' adoption of E-banking services.
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2. Literature Review

2.1. Factors that Drive E-Banking Services Adoption

The need to understand what factors are affecting the adoption of internet banking is important for banks’ managers, internet service providers, and researchers. Internet banking adoption has gained special attention in academic studies during the past years to investigate factors that drive E-Banking services adoption (Davis et al, 1989). E-Service quality in web-based services had an important role in building overall customer trust for service provider. It follows then that the customer’s experiences with E-Banking may have an influence on changing their expectations and perceptions of traditional banking services (Mittal and Gera, 2012).

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