Consumer Adoption of Self-Service Technologies in the Context of the Jordanian Banking Industry: Examining the Moderating Role of Channel Types

YesThis study aimed to examine the key factors predicting Jordanian consumers’ intentions and usage of three types of self-service banking technologies. This study also sought to test if the impacts of these main predictors could be moderated by channel type. This study proposed a conceptual model by integrating factors from the unified theory of acceptance and use of technology (UTAUT), along with perceived risk. The required data were collected from a convenience sample of Jordanian banking customers using a survey questionnaire. The statistical results strongly support the significant influence of performance expectancy, social influence, and perceived risk on customer intentions for the three types of SSTs examined. The results of the X2 differences test also indicate that there are significant differences in the influence of the main predictors due to the moderating effect of channel type. One of the key contributions of this study is that three types of SSTs were tested in a single study, which had not been done before, leading to the identification of the factors common to all three types, as well as the salient factors unique to each type

A Short Review of Customer Satisfaction on Mobile Banking Service Quality of Islamic Banks

Customer satisfaction is important for services company. The study aims to look out issues that need to be concern of Islamic bank as implications related to the quality of mobile banking services which can increase customer satisfaction of Islamic banks. This article reviews some previous study of customer satisfaction on mobile banking service quality of Islamic Bank. As a result, Islamic banks need to make improvements in online information system quality, where Islamic banks must be able to provide the quality of information presented in their mobile banking applications, form and manage qualified human resources, who understand in the fields of Islamic economics and banking as well as information technology and use sophisticated IT systems in their mobile banking products to compete with conventional banks

Examining Factors Affecting Customer Intention And Adoption Of Internet Banking In Jordan

This study aims to propose and validate a conceptual model demonstrating the main factors predicting customers’ intention and adoption of Internet banking in Jordan. The conceptual framework was theorized by integrating factors from the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2): performance expectancy (PE), facilitating conditions (FC), and hedonic motivation (HM) along with perceived risk (PR) and trust (TR) were extracted from Internet banking literature. A self-administrative questionnaire has been employed to collect data from a convenience sample of three hundred forty-eight Jordanian banking customers (69.6% response rate). By facilitating AMOS 21, a structural equation modelling (SEM) has been conducted to validate the proposed model and examine the research hypotheses. Statistical results approved that all predictors of behavioural intention (BI) have been recognized as significant. TR was the most influential factor predicting BI. This study ended by deliberating the research limitations and future directions

Antecedent and Mediator of Actual Visit Behavior Amongst International Tourists in Jordan

Actual visit behavior has been for many years an area of ongoing interest in fields that span both tourist behavior and international marketing. Despite the growth of the tourism industry, hotel industry is facing fluctuating tourist revisit intention provoked by dissatisfaction, high travel risk, mediocre hotel service, or negative Jordan image. Moreover, considerable fragmentation and inconsistency in empirical findings has limited theory development. This thesis, which is based on the concepts of Theory of Planned Behavior (TPB), has the following objectives: (1) to identify the direct influence of (perceived risk, revisit intention and perceived behavior control) on actual visit behavior. (2) to identify the direct influence of (tourist satisfaction, tourist attitude, subjective norm and perceived behavior control) on revisit intention. (3) to identify the direct influence of (perceived risk, Jordan image and service climate) on tourist satisfaction. (4) to examine to what extent revisit intention and tourist satisfaction mediate the relationship between perceived risk and actual visit behavior. (5) to determine the mediating effect of revisit intention on linkage of perceived behavior control with actual visit behavior. (6) to determine how the underpinning theory of Planned Behavior (TPB) can be used to explain actual visit behavior in Jordan. The measurement for the latent variables is adopted from past studies as follows: tourist satisfaction (10 items); perceived risk (7 items); Jordan image (11 items); service climate (10); revisit intention (5); tourist attitude (6 items); subjective norm (6 items); perceived behavior control (6 items); actual visit behavior (5 items). From 850 samples, 494 usable responses were returned representing a 59% response rate. Using Structural Equation Modelling (SEM), the Generating (MG) achieved model fit as shown in the GOF index: Ratio (CMIN/df) =1.186; GFI=0.973; RMSEA= 0.019; TLI=0.991; P-value=0.096. The SMC = 0.703 which means that the predictors explain 70.3% variance in actual visit behavior. The findings highlight five direct significant antecedents of actual visit behavior: revisit intention ( =.264, CR=2.720 p=0.007), perceived risk ( =-.318, CR= -2.197 p=0. 028), subjective norm ( =.199, CR=2.112 p=.035), Jordan image ( =.504, CR=2.653 p=.008) and service climate ( =.226, CR=3.020 p=.003); three direct significant antecedents of intention: tourist satisfaction ( =.373, CR=5.400 p=***), tourist attitude ( =.182, CR= 2.734 p=.006), subjective norm ( =.262, CR= 4.178 p=***); three direct significant antecedents of satisfaction: Jordan image ( =.356, CR=2.407 p=.016), subjective norms ( =173, CR=2.343 p=.019) and perceived behavior control ( =.159, CR=2.117 p=.034). The study found two insignificant direct antecedents to actual visit behavior PBC and satisfaction; one insignificant direct antecedents of intention i.e. PBC; three insignificant direct antecedents of satisfaction i.e. service climate and attitude. The finding supports eleven hypotheses (H1, H2, H3, H4, H7, H9, H4a, H9a, H10a, H4b, and H5a) and rejects six hypotheses (H5, H6, H8, H10, H2a, and H3a). Satisfaction and intention were found to be non-mediators

Determinants of accounting information technology usage in Nigerian banking sector

Banks in Nigeria have increased their investment in the Information System (IS) as a fundamental e-banking tool, capable of yielding significant contributions to their financial income especially in cost efficiency. However, investment in Accounting Information Technology (AIT) is less effective due to many users complain of persistent systems failures, technical issues, lack of system stability, fraud and security challenges. Therefore, the main purpose of this study is to investigate the determinants of AIT usage in the Nigerian banking sector. Specifically, the study examines the influence of system quality, information quality, service quality, internal control quality, training and top management support on AIT usage. It also investigates the moderating effect of an external consultant involvement on the relationship between the system quality and usage of AIT. A cross-sectional survey was employed for data collection. A questionnaire was distributed to 571 samples, and 257 valid responses were obtained from regional or branch managers, and account managers of the banks. Partial Least Square path modeling was used in analyzing the relationship between the determinants and AIT usage as well as the moderating effect of an external consultant involvement between system quality and AIT usage. The findings from the direct relationship reveals that system quality, information quality, and internal control quality has a significant positive relationship with AIT usage, but service quality, training, and top management support has insignificant negative relationship. Furthermore, the result of the moderating effect reveals that the external consultant involvement significantly moderates the relationship of the system quality, information quality, and service quality with AIT usage. The outcomes of this study provides another insight to the banks’ management with specific factors that they can leverage to improve the usage of the AIT thereby realizing the expected benefit of their investment

Does Technology use Change when in a Developed Country? A Case Study of Libyans in Australia

With developing countries now gaining access to modern banking services for their customers, research is needed to understand how developing countries will adapt to these changes. Since the 1980s, in the Arabic region, technological expansion has occurred with a focus on trade and services offered by industries – recently the banking sector has started to develop banking services through mobile devices and the Internet to improve customer relationships. In particular, the banking sector is an information intensive industry and aims to be at the forefront of advanced use of Information and Communication Technologies (ICTs). One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. In particular, Libyan banks are continually looking for alternative ways to relate to customers to reducing costs and improve services. However, the current availability of technology-enabled banking services is extremely limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans, when they are in Libya and whilst they are in Australia (a foreign country furthering their education)

Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry

E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can utilize this research\u27s insights into E-CRM to build client loyalty and increase the revenue and profitability of their fir

Enhancing consumers' self-reported loyalty intentions in Islamic Banks: the relationship between service quality and the mediating role of customer satisfaction

The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic Banks in Jordan. The results show that compliance, tangibility, responsiveness, assurance, and empathy positively linked to self-reported loyalty intentions, with compliance and assurance appearing as the greatest correlation with self-reported loyalty intentions compared to other service quality dimensions. Islamic banks should focus on continuous improvement of service quality due to the direct correlation with customer satisfaction and loyalty. It is important for Islamic banks to review and endorse all policies and procedures to ensure that their documents and investments are undertaken in line with the requirements of Islamic law. Managers should pay special attention to the service quality provided by their employees and develop their skill set through training and education programmes based on Islamic principles. As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the relationship between the various service quality dimensions and self-reported loyalty intentions in Islamic banks using the CARTER model. Subjects: Marketing; Services Marketing; Consumer Behaviou