The Impact of Financial Technology on Customer Behavior in the Jordanian Commercial Banks

• Published in: WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 2023-10, Vol.20, p.2263-2275
• Main Authors: Alshehadeh, Abdul Razzak, Al-Khawaja, Haneen A., Yamin, Ismail, Jebril, Iqbal
• Format: Article
• Language: English
• ISSN: 1109-9526; 2224-2899
• DOI: 10.37394/23207.2023.20.195

This study investigated impact of financial technology on customer behavior in Jordanian commercial banks. The descriptive technique was employed based on the study of the research topic. The study population consisted of all administrative workers in Jordanian commercial banks. The data was collected through a random sample of administrative workers in Jordanian commercial banks, estimated at 300 male and female employees. The statistical package for the social sciences program was used to examine the data after obtaining it using the questionnaire (SPSS). The results showed that there is a statistically significant positive effect of financial technology (credit service, payment services, investment management services, financial market support services) on customer behavior in Jordanian banks, which indicates that (financial technology) explained an amount (84.1%) of the change in customer behavior in Jordanian banks. Banking will unquestionably concentrate on delivering financial services through data in the future, limiting the ability to react. By enhancing the promise of value, financial institutions that have been able to quickly adapt to financial innovations boost client loyalty and happiness. The study recommends that Jordanian banks, in light of global competitiveness and the global trend towards digital transformation, follow the financial technology approach and make the most of the opportunities and advantages offered by digitization to banks in order to preserve their customers and compete. The study also recommended researchers and those interested in banking studies expand their research on financial technology due to the relative lack of studies covering the subject.