Factors affecting intention to use e-banking in Jordan

Purpose Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking – Jordan – and to explain the slow uptake. Design/methodology/a...

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Bibliographic Details
Published in:International journal of bank marketing 2020-01, Vol.38 (1), p.86-112
Main Authors: Anouze, Abdel Latef M, Alamro, Ahmed S
Format: Article
Language:English
Subjects:
Bank management
Bank marketing
Banking industry
Consumers
Customers
Decision making
Electronic banking
Financial services
Internet
Literature reviews
Neural networks
Technology Acceptance Model
Technology adoption
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Summary:Purpose Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking – Jordan – and to explain the slow uptake. Design/methodology/approach A quantitative method employing a cross-sectional survey was used as an appropriate way of meeting the research objectives. The survey was distributed to bank customers in Amman, Jordan, collecting a total of 328 completed questionnaires. SPSS and AMOS software were used, and multiple regression and artificial neural networks were applied to determine the relative impact and importance of e-banking predictors. Findings The statistical techniques revealed that several major factors, including perceived ease of use, perceived usefulness, security and reasonable price, stand out as the barriers to intention to use e-banking services in Jordan. Originality/value This study theorizes a series of implications on intention to use e-banking. It draws the attention of Jordanian banks to the full functionality of their e-banking systems, emphasizing positive safety features, which could contribute to changing negative customer perceptions. It also contributes to eliciting the theory of customer value among banks by focusing on how they should properly enhance their use of shared value. Moreover, it will present to managers how e-banking predictors can send meaningful and timely information to customers.
ISSN:0265-2323
1758-5937
DOI:10.1108/IJBM-10-2018-0271