العوامل المؤثرة في استخدام الخدمات البنكية الإلكترونية عبر الهاتف المحمول من وجهة نظر العملاء : دراسة ميدانية إقليم الجنوب-الأردن

Abstract EN

This study aimed at identifying the factors that affect electronic banking services via mobile phones from the customers’ point of view in the southern region.

The study variables included: trust, level of technical skill, perceived advantage, the availability of data and the service design.

The study sample consisted of the customers of working banks in Jordan.

The study questionnaire was distributed to customers for the collection of data.

The data was analyzed using the SPSS program in order to identify the factors affecting the variables and to test the study hypotheses.

The study results suggested that the factors of data availability and perceived advantage have a prominent effect on using electronic banking services via the Internet.

Finally, the study recommended the necessity of paying more attention to the provision of sufficient data that customers need when using electronic banking services through mobile phones, in addition to facilitating the procedures related to getting these services from the customer’s bank.

The researcher also recommended that the banks pay attention to the factor of trust as it is one of the most important factors that contribute to increasing the use of electronic banking services.

It is also receommended that banks give more importance to developing their electronic services and providing adequate protection for mobile phone applications.