Investigating the Factors Influencing Customers’ Adoption of Online Banking in the United Arab Emirates

The goal of this paper is to increase the awareness of the exogenous factors that influence customers’ attitude in the United Arab Emirates (UAE) towards online banking in the light of the Technology Acceptance Model (TAM). The study investigates the effect of three exogenous factors namely computer self-efficacy, security issues, and website features on the TAM. The proposed modified TAM model has been tested with a survey sample of 461 which has been distributed among different customers in the UAE. The data has been analyzed using Structural Equation Modeling (SEM) to evaluate the strength of the hypothesized relationships. The results strongly support the extended TAM model in predicating customers’ attitude towards online banking. It also demonstrates the significant effect of computer self-efficacy on customers’ attitude through perceived ease of use and perceived usefulness. The implications of integrating the proposed exogenous factors into the TAM are discussed and suggestions for future research. are presented

The Role of Electronic Banking in Shaping the Strategic Direction of Banks in the United Arab Emirates

The advent of digital innovation provides profound benefits and an excellent opportunity for various industries, including banking business.  A plethora of electronic banking services have been witnessed in developing countries worldwide.  The United Arab Emirates (UAE) is one of the most economically competitive in the region and the wider world.  The adoption of electronic banking in UAE has been established a long time and increased tremendously.  Scholars and business experts revealed that although the banking sector in UAE is noted as a financial and service sector leader, the whole system of financial services and intermediation is yet to be properly utilized as a real added value tool.  The main focus of this paper is to investigate how electronic banking is shaping the strategic direction of banks in UAE, based on qualitative interviews with the bank managers and secondary data.  Moreover, what are the provisions made to improve customer-company relationship using this technology?  The results suggest that banks have thorough and defined procedures to acknowledge internet services, and although customers are still hesitant in using newer banking services, the need for sophisticated electronic banking system has acquired a new urgency.  It was suggested that the specific factors such as convenience, security transactions, and computer self-efficacy could have a significant impact to maximize their profitability and improve customer-company relationship.  Also, study revealed that trust is central to an effective functioning electronic banking system.  Although electronic banking transactions have improved over a decades in UAE, more effort is required to alleviate influences associated with lack of trust of online transactions among electronic banking users. Keywords: electronic banking, United Arab Emirate

Identifying the Determents of Government E-Service Quality In the UAE

Globally, government entities are facilitating ever more over-the-internet transactional services. In the Middle Eastern context, the United Arab Emirates (UAE) is at the forefront. Although the Telecommunications Regulatory Authority of the UAE has adopted appropriate e-service quality (ESQ) assessment tools in-house, these tools are designed only for back-end developers, not for gauging end-user satisfaction levels. In light of this, we developed a conceptual framework for the holistic measuring of such citizen opinions. The study incorporated a survey instrument on a sample population (n = 2,197) for investigating the ESQ of the UAE Ministry of Interior transactional e-services. Key findings indicate that most ESQ content factors (excepting reliability) and all ESQ delivery factors, along with Trust in government positively impacted the ESQ user perceptions measured in terms of reuse intentions and overall satisfaction levels. However, familiarity with information and communication technology (ICT familiarity) was found to be insignificant. Responsiveness has the largest impact on ESQ perceptions. Interestingly, no differences between the genders were observed, but age, education and nationality all led to statistically significant differences. This research study adds an in-depth case to the relevant literature on public sector e-service provision in the Middle East and also to the one that considers ESQ assessment. The dissertation furnishes some suggestions about the wider and more systematic deployment of the analytical framework in future studies

Mediation Model of Service Quality and Behavioural Intention to Use of Artificial Intelligence Security Technology in UAE

This study created and evaluated a mediation model which allows the role of essential artificial intelligence (AI) in mediating the connection between service quality and behavioural intent to use AI security features in the United Arab Emirates. The primary objective is to improve the standards for customer service in the UAE's artificial intelligence security industry. The data to developed the model was derived from 389 valid questionnaires form the questionnaire survey. The data was screened and cleaned before uploaded in Smart-PLS software to developing and assessing the model. Based on the assessment on the model, it was found that the most fundamental form of artificial intelligence exerts a mediating effect to some extent, on the connection that exists between service quality and behavioural intention in terms of the application of Al security technology. The coefficient and t-value point to a substantial indirect relationship between the quality of the service and the intention to use artificial intelligence. This relationship is shown to be indirect rather than direct. It is possible to draw the conclusion that improved service quality raises people's likelihood of intending to use AI security technologies. This is due to the fact that the contribution of such technologies to improved job performance, as well as the convenience with which such technologies can be utilised, raises people's awareness of the perceived value of such technologies

Leveraging Trust as an Intermediary Construct for Enhancing Public Acceptance of Smart Government Model

The primary aim of this study was to formulate a trust model aimed at augmenting public acceptance of UAE's smart government services. The study identified a total of 31 factors categorized into seven distinct groups or constructs. The model comprises five independent constructs which are Word of Mouth, Knowledge and Experience, IT Quality, Privacy, and Security. Then, Trust as an intermediary construct while Acceptance as a dependent construct. Through a convenience sampling approach, data was collected from 400 respondents via a questionnaire survey. The data collected was utilized to create and refine the model using SmartPLS software. The model underwent thorough analysis, including assessments of convergent reliability and validity, discriminant validity, and hypothesis testing. The study results revealed the significance of all six hypotheses, indicating the noteworthy impact of the five independent constructs on the intermediary construct (Trust), which in turn significantly influences the dependent construct (Acceptance). In terms of its contribution to existing knowledge, this study significantly enriches the literature on citizen-centric models and smart government. Moreover, in practical terms, the findings provide valuable insights for policy makers and smart government officials to strategically optimize approaches, thereby facilitating the expedited and more effective adoption of smart government services.

Gender Effect on E-Commerce Sales of Experience Gifts: Preliminary Empirical Findings

We analyze purchase data from 493 customers of an e-commerce store selling experience gifts to find how gender correlates with average purchase value, category of purchased products, and the use of discount codes. We find no significant differences for average purchase value or category of purchased products, but according to the data, women are more likely to use discount codes than are males. Ideas for further research concerning the gender effect on online shopping behavior are discussed

An integrated model for customer online repurchase intention

The explosion of e-commerce activities required industry and academia to understand the key determinants of consumers\u27 online repurchase intention. We developed an integrated model by examining how utilitarian factors (perceived ease of use and perceived usefulness), the hedonic factor (perceived enjoyment), and social/psychological factors (confirmation, satisfaction and trust) directly or indirectly influenced consumers\u27 continuance intention in the context of online shopping. Results from confirmatory factor analysis and structural equation model analysis with LISREL 8.72 indicate that both utilitarian factors and hedonic factors examined through this model provide statistically significant explanations of the variation in consumers\u27 online repurchase intention. In the post-purchase stage, utilitarian factors play a more important role than hedonic factors in predicting customer online repurchase intention. The integrated theoretical framework explains 63% of the variations in online repurchase intention

An integrated model for customer online repurchase intention

The explosion of e-commerce activities required industry and academia to understand the key determinants of consumers\u27 online repurchase intention. We developed an integrated model by examining how utilitarian factors (perceived ease of use and perceived usefulness), the hedonic factor (perceived enjoyment), and social/psychological factors (confirmation, satisfaction and trust) directly or indirectly influenced consumers\u27 continuance intention in the context of online shopping. Results from confirmatory factor analysis and structural equation model analysis with LISREL 8.72 indicate that both utilitarian factors and hedonic factors examined through this model provide statistically significant explanations of the variation in consumers\u27 online repurchase intention. In the post-purchase stage, utilitarian factors play a more important role than hedonic factors in predicting customer online repurchase intention. The integrated theoretical framework explains 63% of the variations in online repurchase intention

The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities

Although internet banking has been widely adopted in developed countries, there is still a low percentage of internet banking adoption in Yemen, indicating a probable high resistance to internet banking. Hence, the objective of this research was to determine the direct predictors (attitude, subjective norm, perceived behavior control (PBC), credibility, trust, compatibility, self-efficacy and government support) of customer resistance, attitude, subjective norm, PBC and credibility towards internet banking. Additionally, this study examined the mediating effects of attitude, subjective norm, PBC, and credibility on the relationship between predictors and customer resistance to internet-banking behavior using Decomposed Theory of Planned Behavior (DTPB). A quantitative research survey was used whereby 900 questionnaires were distributed randomly to University employees. 451questionnaires were returned, representing a 50% response rate. After screening, 372 useable data sets were analyzed using the Structural Equation Modeling (SEM). The study found five significant predictors of customer resistance (attitude, credibility, compatibility, selfefficacy, and government support); three significant factors predicting attitude (government support, subjective norm and PBC); two significant predictors of SN (government support and self-efficacy); two significant predictors of PBC (compatibility and self-efficacy); and three predictors of credibility (trust, government support and PBC). It was also found that attitude fully mediated the relationship between subjective norm and customer resistance as well as between PBC and customer resistance. Contrastingly, attitude was a partial mediator between the relationship of government support and customer resistance. Likewise, credibility is a full mediator on the relationship between trust and customer resistance; PBC and customer resistance. Credibility also partially mediated the relationship between government support and customer resistance. Finally, the study contributes empirically by validating DTBP as an effective underpinning theory in explaining the internet banking resistance and that government should enact more stringent laws and policies to control the internet banking in Yemen

Peer to Peer Lending Against Ease of Business Technology Acceptance Model (TAM) Approach

Abstract: The progress of the times will always go hand in hand with technological developments. The presence of the disruptive era encouraged the financial industry to innovate. Peer to Peer Lending (P2P Lending) is an online digital platform based alternative lending, which brings together lenders (investors) and borrowers in the marketplace. This study aims to see whether the presence of P2P Lending provides business convenience for lenders with reference to user satisfaction. The approach taken by using the Technology Acceptance Model (TAM) with Structural Equation Modeling (SEM). The results show that all variables consisting of User Perception directly influence Ease and Attitude Perception, Ease Perception directly influences Attitude and Satisfaction; and Perception of Use has an indirect effect on satisfaction with quasy mediation. Therefore, 55% of respondents stated that P2P Lending provides convenience in doing business.Abstrak: Kemajuan jaman akan selalu beriringan dengan perkembangan teknologi. Hadirnya disruptive era mendorong industri keuangan untuk melakukan inovasi. Peer to Peer Lending (P2P Lending) merupakan alternatif digital lending berbasis platform online, yang mempertemukan lender (investor) dan borrower dalam market place. Penelitian ini bertujuan untuk melihat apakah hadirnya P2P Lending memberikan kemudahan bisnis bagi Lender dengan referensi kepuasan pengguna. Pendekatan yang dilakukan dengan menggunakan Technologi Acceptance Model (TAM) dengan Structural Equation Modelling (SEM). Hasil menunjukkan bahwa seluruh variabel yang terdiri dari Persepsi Pengguna berpengaruh langsung terhadap Persepsi Kemudahan dan Sikap, Persepsi Kemudahan berpengaruh langsung terhadap Sikap dan Kepuasan; serta Persepsi Penggunaan berpengaruh tidak langsung terhadap Kepuasan dengan sifat quasy mediation. Olah karenanya, 55% responden menyatakan bahwa P2P Lending memberikan kemudahan dalam berbisnis