محددات استخدام الخدمات المصرفية الإلكترونية لدى العملاء العازفين عنها في البنوك العاملة في فلسطين

Abstract EN

This study aimed to detect the extent of knowledge and use of electronic banking services used by bank customers operating in Palestine.

furthermore, it aimed to identify the determinants among clients who were reluctant to use electronic banking services and the role of several variables.

the study adopted the descriptive-analytical approach and used an electronic questionnaire for data collection.

the snowball sample consisted of 159 bank customers in Palestine.

the study results concluded that the total degree of knowledge and use of electronic banking services among palestinian bank customers is low, and there was a direct statistically significant correlation between the degree of knowledge and use of those services.

moreover, the results showed that there was a statistically significant effect of the determinants of security and privacy and level of confidence on the use of electronic banking services among reluctant customers.

nevertheless, there was no statistically significant effect of the determinants technical skill and technological knowledge, service design, and difficulty of use and availability of information on the use of these services.

furthermore, there were statistically significant differences between the customers due to the age variable in reference to technical skill and technological knowledge and availability of information in favor of the older age group.

there were also statistically significant differences attributed to the educational qualification variable in regards to technical skill and technological knowledge and service design and difficulty of use in favor of the lower educational qualification group.

moreover, there were statistically significant differences attributed to the income level variable in reference to security and privacy and confidence level in favor of the lowest income group.