Factors Influencing Commercial Banks in Jordan's Transition to Electronic Services

Abstract

This study was conducted with the intention of determining the factors that have a role in determining whether or not commercial banks in Jordan implement electronic services. Over the course of the inquiry, both the descriptive and analytical methods were used. The survey unit in this study, consisted of 390 clients of commercial banks in Jordan, 390 questionnaires were acquired, 13 items were removed because they could not be used for analysis, and 377 questionnaires were analyzed (96.7% of the total). Several findings were discovered, the most notable of which was a statistically significant influence at the level of (= 0.05) of variables (service design, information availability, and perceived advantage of electronic banking services) on the adoption of electronic services. This was found to be the case. The presence of electronic services and the fact that they play a function at a considerable level (0.05) for element confidence (personal account management, electronic payment, electronic transfer, credit card-related services, and electronic administrative services). According to the findings of the study, Jordanian commercial banks should place a greater emphasis on the use of electronic banking services and electronic applications that are accessed via mobile devices. The knowledge that all of its employees should offer fresh thoughts and ideas that will increase the bank’s growth, develop the marketing performance of banking services, and develop employee performance and competence, which will ultimately lead to the bank achieving a competitive advantage.