Factors Affecting the Use of Electronic Banking Services Provided by Jordanian Commercial Banks from Customers' Point of View. A Case Study: Jordan Ahli Bank in Northern Region/Jordan

Z. Azzam, Mofeed Wild Ali, Mustafa LShaikh, Iyad A. A. Khanfar, Abdel-Rahman Ismail
{"title":"Factors Affecting the Use of Electronic Banking Services Provided by Jordanian Commercial Banks from Customers' Point of View. A Case Study: Jordan Ahli Bank in Northern Region/Jordan","authors":"Z. Azzam, Mofeed Wild Ali, Mustafa LShaikh, Iyad A. A. Khanfar, Abdel-Rahman Ismail","doi":"10.1109/acit53391.2021.9677295","DOIUrl":null,"url":null,"abstract":"The study aims to identify the factors affecting the use of electronic banking services at Jordanian commercial banks (case study Jordan Ahli Bank in Northern Region). In order to achieve the objective of this study, the researchers selected independent variables related to factor affecting which are (perceived benefit, risks awareness, ease of use, confidence & safety, Privacy and Security),and the dependent variable is (use of electronic banking services).The questionnaire designed based on previous studies, and the questionnaire was distributed through online to 460 respondents who deal with Ahli Bank in Northern Region. About (44) questionnaires were not returned which represents (9.5%) of all questionnaires. Thus the sample size consisted of (416) respondents, which represents (90.5%) of all questionnaires. Descriptive statistical analytical method is used for describing the phenomenon of the population using the SPSS to analyze the data collected from the questionnaire. The study concluded that there is statistically significant affect to of various factor dimensions (Perceived benefit, Risks awareness, Ease of use, confidence & Safety, Privacy and Security) on the use of electronic banking services provided by Al-Ahli bank. Also, the results indicate the relationship between various factor and Use of Electronic Banking Services, also various factor have a high contribution on Use of Electronic Banking Services by about (68%), and the confidence & safety as among of various factor has the highest contribution on Use of Electronic Banking Services. The study recommends the Bank has conducted periodic studies to measure the effectiveness of electronic banking services, ensure customer satisfaction and keep pace with the continuous development in the field of technology and communication systems, and Ensure that customers are confident of using banking on an ongoing basis and receive feedback from customers about any challenges they face","PeriodicalId":302120,"journal":{"name":"2021 22nd International Arab Conference on Information Technology (ACIT)","volume":"34 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2021-12-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2021 22nd International Arab Conference on Information Technology (ACIT)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/acit53391.2021.9677295","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 1

Abstract

The study aims to identify the factors affecting the use of electronic banking services at Jordanian commercial banks (case study Jordan Ahli Bank in Northern Region). In order to achieve the objective of this study, the researchers selected independent variables related to factor affecting which are (perceived benefit, risks awareness, ease of use, confidence & safety, Privacy and Security),and the dependent variable is (use of electronic banking services).The questionnaire designed based on previous studies, and the questionnaire was distributed through online to 460 respondents who deal with Ahli Bank in Northern Region. About (44) questionnaires were not returned which represents (9.5%) of all questionnaires. Thus the sample size consisted of (416) respondents, which represents (90.5%) of all questionnaires. Descriptive statistical analytical method is used for describing the phenomenon of the population using the SPSS to analyze the data collected from the questionnaire. The study concluded that there is statistically significant affect to of various factor dimensions (Perceived benefit, Risks awareness, Ease of use, confidence & Safety, Privacy and Security) on the use of electronic banking services provided by Al-Ahli bank. Also, the results indicate the relationship between various factor and Use of Electronic Banking Services, also various factor have a high contribution on Use of Electronic Banking Services by about (68%), and the confidence & safety as among of various factor has the highest contribution on Use of Electronic Banking Services. The study recommends the Bank has conducted periodic studies to measure the effectiveness of electronic banking services, ensure customer satisfaction and keep pace with the continuous development in the field of technology and communication systems, and Ensure that customers are confident of using banking on an ongoing basis and receive feedback from customers about any challenges they face
从客户角度看约旦商业银行电子银行服务使用的影响因素案例研究:约旦北部地区的约旦阿赫利银行
该研究旨在确定影响约旦商业银行使用电子银行服务的因素(案例研究约旦Ahli银行在北部地区)。为了达到本研究的目的,研究人员选择了与影响因素相关的自变量为(感知利益、风险意识、易用性、信心与安全、隐私与安全),因变量为(电子银行服务的使用)。问卷是在前人研究的基础上设计的,并通过网络向北方地区与Ahli银行有业务往来的460名受访者发放。未回收问卷约44份,占全部问卷的9.5%。因此,样本量包括(416)名受访者,占所有问卷的(90.5%)。描述性统计分析方法是对人口现象进行描述,使用SPSS软件对调查问卷收集的数据进行分析。研究得出结论:感知利益、风险意识、易用性、信心和安全、隐私和安全等各因素维度对Al-Ahli银行提供的电子银行服务的使用有统计学上显著的影响。此外,结果表明了各种因素与电子银行服务的使用之间的关系,并且各种因素对电子银行服务的使用有很高的贡献,约为68%,其中信心和安全作为各种因素中对电子银行服务的使用贡献最大。该研究建议银行定期进行研究,以衡量电子银行服务的成效,确保客户满意,并跟上科技和通讯系统的不断发展,以及确保客户对持续使用银行业务有信心,并收到客户对他们所面临的挑战的反馈
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信