2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction
| Format: | General Document |
|---|
| _version_ | 1860798288797630464 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2024-11-10 |
| format | General Document |
| id | 16848 |
| institution | UniSZA |
| originalfilename | DETERMINANTS OF INTENTION TO RE-USE E-BANKING IN JORDAN THE MEDIATING ROLE OF CUSTOMER SATISFACTION (PHD_2024).pdf |
| person | Wissam Yousry Ali Khabashna |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16848 |
| sourcemedia | Server storage Scanned document |
| spelling | 16848 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16848 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.7 Structural Equation Modelling (SEM) Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin Copyright©PWB2025 Consumer behavior — Jordan 201 Customer Satisfaction Technology Acceptance Model (TAM) Dissertations, Academic 2024-11-10 Wissam Yousry Ali Khabashna 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction E-banking technology offers various services to bank customers, yet many Jordanian bank clients still prefer traditional banking methods despite global e-banking growth. Jordanian banks are keen to improve service quality and reduce costs through e-banking, but some customers are hesitant about technology. This highlights the need for bank managers to focus on factors influencing e-banking adoption. The objectives of the study are, first, to examine the effect of perceived usefulness, perceived ease of use, security risk, and trust on intention to use e-banking; and second, to determine the mediating role of customer satisfaction on the relationship between perceived usefulness, perceived ease of use, security risk, trust, and intention to use e-banking. The target population for this study is customers who use ATMs, telephone banking, and the internet of all banks in the capital city of Amman from twenty-four banks. The 419 customers from various banks were recruited using a convenience sampling method. The data were collected in one month, at the beginning of July 2022. The Structural Equation Model (SEM) using the IBM SPSS AMOS 24.0 was applied to the dataset to test the proposed hypotheses. The analysis results concluded that perceived usefulness, perceived ease of use, security risk, and trust have a significant effect on customer satisfaction and intention to use e-banking. In addition, customer satisfaction is also significantly related to intention to use e-banking. Similarly, customer satisfaction does act as a full mediation in the relationship between perceived ease of use, security risk, trust, and intention to use e-banking. Furthermore, the results of the effect of customer satisfaction between perceived usefulness and intention to use e-banking are partial mediation. The research enhances our understanding of e-banking adoption within the Arabic cultural context, particularly by demonstrating the effectiveness of the modified TAM model. This has important implications for both theory and practice. On the theoretical side, it enriches existing models and frameworks, providing a more comprehensive explanation of e-banking adoption factors. From a practical perspective, the findings offer actionable insights for bank managers to develop strategies that align with customers' cultural and social preferences, thereby improving e-banking services and encouraging their uptake. uuid:23475058-3DE4-4353-A213-EEB4FA7CF4B1 Microsoft® Word LTSC DETERMINANTS OF INTENTION TO RE-USE E-BANKING IN JORDAN THE MEDIATING ROLE OF CUSTOMER SATISFACTION (PHD_2024).pdf Electronic Banking Internet Banking Banking Services Online Financial Services Perceived Ease of Use Consumer Behaviour Security Risk Electronic banking — Jordan Internet banking — Jordan Customer satisfaction — Jordan Thesis |
| spellingShingle | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| state | Terengganu |
| subject | Consumer behavior — Jordan Dissertations, Academic Electronic banking — Jordan Internet banking — Jordan Customer satisfaction — Jordan |
| summary | E-banking technology offers various services to bank customers, yet many Jordanian bank clients still prefer traditional banking methods despite global e-banking growth. Jordanian banks are keen to improve service quality and reduce costs through e-banking, but some customers are hesitant about technology. This highlights the need for bank managers to focus on factors influencing e-banking adoption. The objectives of the study are, first, to examine the effect of perceived usefulness, perceived ease of use, security risk, and trust on intention to use e-banking; and second, to determine the mediating role of customer satisfaction on the relationship between perceived usefulness, perceived ease of use, security risk, trust, and intention to use e-banking. The target population for this study is customers who use ATMs, telephone banking, and the internet of all banks in the capital city of Amman from twenty-four banks. The 419 customers from various banks were recruited using a convenience sampling method. The data were collected in one month, at the beginning of July 2022. The Structural Equation Model (SEM) using the IBM SPSS AMOS 24.0 was applied to the dataset to test the proposed hypotheses. The analysis results concluded that perceived usefulness, perceived ease of use, security risk, and trust have a significant effect on customer satisfaction and intention to use e-banking. In addition, customer satisfaction is also significantly related to intention to use e-banking. Similarly, customer satisfaction does act as a full mediation in the relationship between perceived ease of use, security risk, trust, and intention to use e-banking. Furthermore, the results of the effect of customer satisfaction between perceived usefulness and intention to use e-banking are partial mediation. The research enhances our understanding of e-banking adoption within the Arabic cultural context, particularly by demonstrating the effectiveness of the modified TAM model. This has important implications for both theory and practice. On the theoretical side, it enriches existing models and frameworks, providing a more comprehensive explanation of e-banking adoption factors. From a practical perspective, the findings offer actionable insights for bank managers to develop strategies that align with customers' cultural and social preferences, thereby improving e-banking services and encouraging their uptake. |
| title | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| title_full | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| title_fullStr | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| title_full_unstemmed | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| title_short | 2024_Determinants of intention to re-use e-banking in Jordan: the mediating role of customer satisfaction |
| title_sort | 2024_determinants of intention to re-use e-banking in jordan: the mediating role of customer satisfaction |