Factors affecting intention to use e-banking in Jordan

Abstract

Purpose -Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking -Jordanand to explain the slow uptake. Design/methodology/approach -A quantitative method employing a cross-sectional survey was used as an appropriate way of meeting the research objectives. The survey was distributed to bank customers in Amman, Jordan, collecting a total of 328 completed questionnaires. SPSS and AMOS software were used, and multiple regression and artificial neural networks were applied to determine the relative impact and importance of e-banking predictors. Findings -The statistical techniques revealed that several major factors, including perceived ease of use, perceived usefulness, security and reasonable price, stand out as the barriers to intention to use e-banking services in Jordan.Originality/value -This study theorizes a series of implications on intention to use e-banking. It draws the attention of Jordanian banks to the full functionality of their e-banking systems, emphasizing positive safety features, which could contribute to changing negative customer perceptions. It also contributes to eliciting the theory of customer value among banks by focusing on how they should properly enhance their use of shared value. Moreover, it will present to managers how e-banking predictors can send meaningful and timely information to customers.

E-loyalty:A Study on E-loyalty of Conventional Bank Customers in Banda Aceh City, Indonesia

“…The finding proves that customers will truly be loyal to banks that have internet banking service facilities. The finding is consistent with the results of a study conducted by Marafon et al (2018), Anouze and Alamro (2020), Raza et al, (2020). It means that when the e-loyalty of customers is at a high level, in the future they will have a strong commitment to remain bank customers which have internet banking facilities, they desire to increase the frequency of transactions through it and their unwillingness to become bank customers that do not provide e-services.…”

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