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

Author

Listed:
  • Emad Masoud

    (Emirates College of Technology, Abu Dhabi, United Arab Emirates)

  • Hanan AbuTaqa

    (Amman Arab University, Amman, Jordan)

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.

Suggested Citation

  • Emad Masoud & Hanan AbuTaqa, 2017. "Factors Affecting Customers' Adoption of E-Banking Services in Jordan," Information Resources Management Journal (IRMJ), IGI Global, vol. 30(2), pages 44-60, April.
    • Handle: RePEc:igg:rmj000:v:30:y:2017:i:2:p:44-60
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    Cited by:

    1. Syed Imran Zaman & Sharfuddin Ahmed Khan & Sahar Qabool & Himanshu Gupta, 2023. "How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach," Operations Management Research, Springer, vol. 16(2), pages 904-930, June.
    2. Juan-Gabriel Martínez-Navalón & María Fernández-Fernández & Fernanda Pedrosa Alberto, 2023. "Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal?," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 781-803, June.
    3. Lama Zalloum & Hamad Alghadeer & Nawras Nusairat, 2019. "The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust," International Business Research, Canadian Center of Science and Education, vol. 12(9), pages 62-80, September.

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