The assessment of e-banking readiness in Jordan
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. Originality/value – This paper adds to readiness studies by providing a framework to assess e-banking services. It is of interest to researchers to add to this framework and of interest to banks to evaluate services provided to customers.
Volume (Year): 4 (2011)
Issue (Month): 4 (November)
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