The assessment of e‐banking readiness in Jordan

Abstract

Purpose -The purpose of this paper is to propose and validate a framework that can be used for assessing the level of banks' readiness for providing e-banking services in Jordan. Design/methodology/approach -A questionnaire-based data-gathering technique, descriptive, and analytical analyses are used. Findings -This study has used three constructs to propose a framework that can assess e-banking readiness: perceptions of bankers, perceptions of customers, and IT infrastructure in banks. However, there is evidence in this paper to support that e-banking has achieved a degree of strategic and operational importance among bank managers. Also, customers are positive about embracing new banking channels. But it seems that technological aspects and IT employees' skills are paramount concerns.Research limitations/implications -This paper proposes a comprehensive framework to gauge banks' readiness to offer e-banking services. Also, it suggests that future work could entail investigating the readiness from financial aspects, and the effect of marketing campaigns on customer's acceptance of using e-banking services. Practical implications -The findings presented in this paper can be used by banks to evaluate their readiness to provide e-banking services to their customers. Also, banks can create a readiness profile, in order to pinpoint strengths and weaknesses of their e-banking services.

Customers’ Intention and Adoption of Telebanking in Jordan

“…However, the implementation of Telebanking will not be profitable unless customers adopt this technology (Dwivedi et al, 2006;Meuter et al, 2005). By the same token, acceptance of Telebanking by Jordanian customers is still low as are other SST banking channels: Internet banking and Mobile banking (Alalwan et al, 2014;Alafeef et al, 2012;Al-Majali, 2011;Al-Rfou, 2013;Al-Smadi, 2012;Awwad and Ghadi, 2010;Salhieh et al, 2011). For instance, based on a recent survey involving 40 bank staff who are specialists in the online transactions' department in 16 Jordanian commercial banks, Al-Rfou (2013) reported that less than 20% of the total banking customers in Jordan have used the online banking services.…”

Examining Factors Influencing E-Banking Adoption: Evidence from Bank Customers in Zambia

“…This is important because the successful implementation of information systems is dependent on the extent to which such a system is used and eventually adapted by the potential users [10]. Therefore, there is a need for banks to assess their readiness to offer e-banking services to their clients [11]. It is important to understand the factors influencing cus-tomers to use bank services and how they can be attracted to use both the online and offline services.…”

A Short Review of the Electronic Banking System

“…In studies conducted to examine the main factors predicting the Jordanian customers' intention and adoption of telebanking, Al-Rfou (2013) emphasizes the use of e-banking from the viewpoint of electronic services staff and the phase which impacts it, such as the acceptance of the system by clients, and how clients can be persuaded to make the most of the financial activity by using e-banking. Salhieh et al (2011) proposed and validated a framework that can be used for assessing the level of banks' readiness to provide e-banking services in Jordan. Al-Somali et al (2008) examined the factors that encourage customers to adopt online banking in Saudi Arabia.…”