Customers’ Intention and Adoption of Telebanking in Jordan

ABSTRACT

This study investigates the factors influencing customers’ intention and adoption of telebanking in Jordan. The proposed model integrated perceived risk with the extended Unified Theory of Acceptance and Use of Technology. The results show that behavioral intention is significantly influenced by performance expectancy, hedonic motivation, price value, and perceived risk. Implications for practitioners, research limitations, and future directions are also discussed further in this article.

KEYWORDS:

• Adoption
• behavioral intention
• consumer
• Jordan
• self-service technologies
• telebanking
• Unified Theory of Acceptance and Use of Technology

Acknowledgment

The authors would like to acknowledge the valuable contributions of the reviewers and editor who have provided critical suggestions to improve the quality of the article. The suggested comments have helped in improving the quality of the article considerably.

Additional information

Notes on contributors

Ali Abdallah Alalwan

Ali Abdallah Alalwan is a PhD Candidate at the School of Management at Swansea University, Wales, UK. He holds a Bachelors in Marketing and an MBA/Marketing from the University of Jordan. He has worked as full-time instructor in the area of marketing and business administration at Alblqa University in Jordan for 4 years from 2007 to 2011. His current PhD research interest is in the area of information system, technology acceptance, and adoption of SSTs (i.e., internet banking, mobile banking, telebanking).

Yogesh K. Dwivedi

Yogesh K. Dwivedi is a Professor of Digital and Social Media and Head of Management and Systems Section in the School of Management at Swansea University, Wales, UK. He obtained his PhD and MSc in Information Systems from Brunel University, UK. He has co-authored several articles which have appeared in international refereed journals such as CACM, DATA BASE, EJIS, IJPR, ISJ, ISF, JCIS, JIT, JORS, TMR, and IMDS. He is Associate Editor of European Journal of Marketing and European Journal of Information Systems, Assistant Editor of JEIM and TGPPP, Senior Editor of JECR, and member of the editorial board/review board of several journals. He is a life member of the IFIP WG8.6 and 8.5.

Michael D. Williams

Michael D. Williams is a Professor in the School of Management at Swansea University in the United Kingdom. He holds a B.Sc. from the CNAA, an M.Ed. from the University of Cambridge, and a PhD from the University of Sheffield. Prior to entering academia Professor Williams spent 12 years developing and implementing ICT systems in both public and private sectors in a variety of domains including finance, telecommunications, manufacturing and local government, and since entering academia, has acted as consultant for both public and private organizations. He is the author of numerous fully refereed and invited papers within the ICT domain, has editorial board membership of a number of academic journals.