Determinants of Internet Banking Adoption in Jordan

The provided content examines the determinants of internet banking adoption in Jordan and other countries. It presents various studies that identify factors influencing customers' decision to adopt internet banking services, including security and trust issues, demographic variables, perceived ease of use, corporate credibility, service quality, and risk attitudes. The studies also highlight the importance of understanding cultural differences and individual perspectives in shaping customers' adoption decisions. Overall, the content provides insights into the key drivers of internet banking adoption and can inform strategies for financial institutions seeking to promote their online services.

Building trust, perception and confidence in online banking in Sri Lanka

Introduction
Technology advancement has potentially confronted the banking sector as a primary economic
factor that impacts the growth of the company and economic condition of the country. There is
fierce competition that decides the acceptance level of banking by customers in order to compare
the demand and supply components in the banking industry. While there are further challenges
that seem to have an impact towards the economic downturn and this is in response towards the
concern that the banking sector takes into consideration. Consumers perception, trust and
confidence are the major factors that impact the online banking system in Sri Lanka. Due to
advanced technology and latest communication tools used by the banks, consumers have trust
and confidence with the banking industry. Internet banking seems to be a phenomenon while
there are pre requisite factors that the banking sector deals along so as to envision the mode of
strategies for future banking.
Service quality is the determinant that tends to decide the success of e commerce and electronic
commerce system. In today’s world, the banking sector has accounted as a significant level of
improvement for economic condition. There are productive measures that are taken by banking
industry and by governments so as to sell the products and service to the customers in an
economic way. There are top priorities that are made by customers in order to sustain in the
market. Customer attraction is not only the goal of banking, but to gain trust, confidence and
know the perception of customers is an important way to have banking sector at the top.
Important services are to be provided by Sri Lankan banking sector so that customer feel an ease
to coordinate their online transactions. The massive competition in Sri Lanka has simplified the
level of persuading for customers. The research is about the factors that affect the online banking
success.
Research aims, objectives and Research question
The research aims at finding out the factors that impact the online banking. The major elements
of the research are been considered with the online banking opportunity.
The purpose of the research is to investigate the major factors that majorly affect the customer
confidence in order to use online banking. Research objectives need to be considered with the
customer satisfaction rate. The factors like trust and confidence are the main aims that online

banking has to gain so as to have growth in the banking sector through an online banking
opportunity (Munusamy, Chelliah & Mun, 2010). Customer confidence is the main think that can
be perceived with the major element for gaining trust for the company. With the customer
confidence and trust factors, online banking sector in Sri Lanka can be improved. Customers
need confidence for the services and the security that banks can give so as to use the e banking
opportunity. While banking sector should give a proper explanation regarding the use of e
banking and its advantages and benefits that can be provided by the banking sector (Sekaran &
Bougie, 2010). Customer confidence has to be created for the benevolence effects that the
banking sector can give with confidence and willingness. These are the objectives of the research
in order to gain confidence about the e banking service provided by Sri Lankan banking sector.
Research questions have the main purpose to fill that seems what are the factors that affect online
banking in Sri Lanka banking industry?
Does these factor affect the banking sector and improve the economic condition of Sri Lanka?
These factors are mentioned in order to have a major tendency of growth in the banking sector.
Appropriate things should be considered within the research in order to gain confidence, trust
and positive response of banking sector. While these factors affect the perceived benevolence
and perceived capability of the business in order to have the banking sector use the latest and
advanced technology in the country. Sri Lanka needs its banking industry to grow while it is
important that e banking is an important criterion so as to improve the economic condition as
major transactions are based on the individual willingness.
Literature review
Globalization has made the banking sector to be strong enough for improving the services that is
given to customers in order to attempt the growth of the sector. While there are attempts made to
consider the banking sector and provide a reliable principles that form the trust to the customers.
Electronic banking may be difficult to be accepted by the customers as trust and confidence is
needed for engaging into e commerce. Banking sector should provide these initiatives in order to
engage while gaining trust and confidence of customers (Samutthana, & Roche, 2014). The
principles and conclusion for online banking is to deal with more and more studies for electronic
commerce acceptance and enage with the banking process to solve the demands of the

customers. There are results in which the pre requisites sugges that the confidence of e banking
can be built with the electronic banking services.
Confidence with the banking sector is generated with the multi dimensional approach that the
bnaks can provide. The baking sector has ability to proceed with the benevolence and the
integrated approach so as to raise the pre requisites that are important in online banking (Yap,
2010). There is a study in which the primary factors are been engaged such as electronic sellers
willingness, electronic seller’s ability so as to deliver the service to the customers and policies to
be framed so as to help customers engage with the personal information while making this as a
confidential agreement with the banks and not engaging with the websites and other sources.
This will help customer to gain interst and customer perception would tend to increase with the
confidence in the online banking sector.
A survey has a major consideration which was conducted so as to make the stressing of impact
of online banking. The medium of electronic banking has pointed out the factors in which the
internet marketer and the reliability factors are considered. These are the mediums that seem to
have an impact towards the banking sector. The factors such as medium of shopping,
infrastructural confidence and others were highlighted in the research (Hair, 2010). With the
reliability of the companies and banking sector themes, the size effects the level of perception
and the trust of the consumers. The account factors are generally been ignored with the quality of
services.
The legality issues and the laws are been framed considerably so as to have an impact towards
the customer confidence (Rawashdeh, 2015). The strategies are confronted in order to build the
confidence of the customers while this is an element which has to be emphasized with the online
banking sector. The research has been directly considered with the electronic commerce
elements (Ma, 2012). There is a recounteres approach with the foundations of elements such as
service quality and confidence with the online banking services. The reputation of the company
and the control over the factors tend to have an impact with the customers confidence and this
recounts with the foundations and the effective online banking sector. There are civil laws that
are engrossed with the strategies and tend to build confidence with the customer satisfaction
while the electronic commerce trends to encounter with the reliability aprpaoch in the business.

the service quality and the visual effects sensations are the major comeback with the banking
sector (Ioannou, Zolkiewski, 2009).
Safety and security are the concern of customers as this is for the information security terms and
the factors that influence the confidence of customers. Apparently the factors build to improve
the banking services and thereby have an impact with environmental controls and the ability to
have electronic effects of banking sector. The electronic supplier service must take into consider
the major outcomes and the safety approaches that are built in order to have a secured websites
and the safety approach for the investors and the customers (Yoon, 2010). Factors including the
company’s e commerce approach and the environmental control has an effect towards the
emphasized approach in the business. The electronic commerce and the foundations that are
linked along are the confidential factors and the recounted sessions for the banking sector
(Jenkins, 2007).
The crucial factors like confidence and approach towards the business perspectives are
emphasized with the environmental controls while these are the customer perceptions that
encounted with the ability of controlling the tools and techniques in terms of electronic supplier
effects within the website. The size and the reputation of the banking sector tends to affect with
the business performance while gaining interest of the customers for electronic banking. The
infrastructure even affects the customers impact with the infrastructure and the customer
confidence. There are several factors that impact with a positive response towards the
satisfaction of the e commerce banking sector sand then affects the previous experiences that are
surveyed in the business for the purpose of simulation and the positive relationship that is been
maintained with the confidence and customer website services. The research tends to improve
along with the e banking sector and the definite collection of the information security trends.
There are positive effects with the websites and the online system which can be considered with
the level of performance. The previous experiences of the customers suggest that the information
that is been derived have the simulation consideration that tends to have an impact with building
the focus and approach of the information security for customers satisfaction which seems to
have the system approach.
To improve the level of customer confidence and trust among customer is the main goal that can
help in e banking industry. Online transactions may lead to a definite declaration that seem to

have the information security and tend to have the effectiveness in the research (Njuguna, 2012).
The characteristics if information security and organization’s website approach tends to have an
effectiveness in the studies. The confidence level has to be considered and personal
characteristics of the transaction is important in online banking (Giovanis, Binioris &
Polychronopoulos, 2012). The jobs for online banking sector have a service quality for the online
system and the system that works within the information environment. There are several factors
that are considered within the aprpaoch so as to consider the system aprpaoch and present the
model of e banking attitude.
According to the study, the articulation of confidence and tust can be build with the online e
banking transaction and the shared values of the business. the communication varialbs are
important in which bank tends to give the information to the customers for higher value
consideration. The model assumes and inspires the confidence of the commitment of service in
banking sector (Kumar & Garg, 2012). The programs for banking system lays down the
relationship between the consequent use of online services in banks and the commitment towards
the relationship within banking sector and customers. Commitment is necessary at this instance
so as to have the leading security of banking rules and regulations for the electronic websites.
The key characteristics of banking sector is been observed within the services and the perceieved
level of security is been given by banks in the e banking approach. The e banking factors affect
the trust of consumers and gain confidence within the services with the perceived priority and
privacy given by them with quality concern and the proposed benefits of the banking sector
services.
The advantages of banking sector is been explained to the customers that tends to improve the
digital device use in terms of mobile banking (Hassan, 2015). There are several systems that are
offered within the financial sector which tends to bring the importance in th micropayments and
bill payments in the banking. These days banks have provided home services and mobile
banking in order to consider the credit systems that are raised with the value added service given
to the banks for cost saving approach in banks. The interactive banking services tend to give an
advantage with the banks in terms of cost advantage and cost saving approach operations in the
banks (Ameme, 2015). There are primary benefits that are considered in the banks with the credit
cards approach and the debit cards services (Ganguli & Roy, 2011). These are majorly main

systems that enhance the banking services so as to certainly provide service to customers which
emphasize with the benefits that the bank gives to the system. The credit card offers the
characteristics that influence the mobile service and this becomes easy for the credit card
customers who pay there bills on a timely basis while banks deduct the money and the bill at a
particular date as decided in the payment instruments. Within the payment systems there are
direct banking account that has an electronic bill consideration with the major element of
presentment. The additional facility is also been requested by the customers and this influence
the major system of electronic banking models presented for the special customer service by
banks. There is a request from the customers to consider the pre schedule banking systems and
their payments in appropriate date which will help to enhance the service in the banking sector
(Carvajal, et, al., 2012). The cheque payment and other system approach. The customer has pre
scheduled with the payments that are necessary in order to have an impact towards the mobile
phone category with the redundant and the credit cards system. The fraud consideration with the
offering of the cusotemr convenience has also impacted with the approach of banking customer
and the mobile messaging app.
The use of mobile technologies have contributed towards the growth of the sector in terms of
messaging and online banking approaches for the proposition and the banking criteria (Herington
& Weaven, 2009). The online sector tends to have an enhanced service wit the nominal costs that
are encountered with the commercial transactions in the bank (Azad,, et, al., 2013). While there
are problems that can be solved within the system with the inability to provide the knowledge
and service to the customers. As such the perceived advantage can be considered with the
awareness of the service and the potential factors that influence the adoption of the mobile
banking service. The adoption of mobile banking and the convenience factors that infleucne the
customers confidence and trust are been gained so that the factors are highlighted with the
research approach and are considered within the online banking system (Kumbhar, 2011). There
is a perceived level interest that is carried on in order to iteract with the determining factors and
the uncertainty of the usefulness of the banking sector services for credibility and self efficacy
approach in the system. With the perceived service provided by the banking sector, the financial
cost are estimated and have gained a consideration with the credibility system in the banking
sector. Time saving is one of the major benefits that customers can have with the online banking
approach in the system. Security and safety aprpaoch given can deal along with the customer

confidence and trust in the online service by banking industry (Wong, Rexha & Phau, 2008). The
risk and compatibility are major elements for the perceived financial services by the banking
industry. Awareness and experience of customer has impacted towards the adoption of online
banking in various countries (Gupta & Bansal, 2012).
The transformation and the growth in the banking sector has made an influence towards the
information and communication technologies in the banking sector finance. There are customers
who need are still unaware of online banking while these customers should be trained with the e
commerce activities of the business so that they know the important of checking online account,
payment systems, transaction, credits and other hand held devices (Salhieh, Abu-Doleh & Hijazi,
2011). There are banking models that seem to directly affect the channel of the banks which
should be considered in the business. The relative manner that bank suffer in their flow is about
dynamics and slow adoption of technology and concepts of communication which is studied
globally. The major research is to focus towards the issues that the banking sector faces with
customer satisfaction and other unified theory accepted by the banks. The technology acceotance
model may help to change the human behavior and to intend with the integrated manner by the
explanations and the problem solving concepts. The online banking has to conduct with the
elaborative explosion of the model and to consider the behavioral intention for the banking sector
(Couto, Tiago & Tiago, 2013).
Improving the security of the banking sector tends to express the customer trust and confidence
of the customers in online banking transactions. The issues are generally inter related with the
security concern and this is most important factor that seem to have the level of trust in the
business. While the users should trust the services and the banking solutions that are provided in
order to make an ease in the life style. The security plays a drastic role in which the perceived
insecurity is about the level of medium that is been adopted in the business with the perception
of the building trust with the banking sector (Hennigs, 2010). There are certain security alerts
and conditions that are given in terms of mechansizms with the policies and passwords are
important with the major implementation of these activities. There are each mechanisms with the
security in order to integrate with the level of complex system and technological required terms.
With the infrastructure and the complex alogorithms as stated, banking sector has a perception to
build along motivation for the users and customers to preceed with the perception of safety and

security (Chong,, 2010). The level of awareness and the security perception among the banking
industry is conducive with the security system and the importance of defining the goal of the
business with the perceived goal and the mechanisms of authentication in the banking sector. It is
important that users understand the level of security and the effectiveness of using the online
banking service for efficient service provided by the banks. This seems that security issues
should be analyzed with the visibility and goal satisfaction. The user interface has trust and
security issues with the context in order to build trust in the banking sector. Online environment
and online banking are the rigourous services that seem to be important with the traditional
business environments while focusing towards the new approaches in the business for personal
use. Online services are conducted for maintaining trust with the label of multi dimensional
concept in the business (Featherman, Miyazaki & Sprott, 2010). Trust is an institutional based
concept that can hold strong feelings and intention in the business for trusting the relationship
and characteristics of the parties with the institutionalize dimension that affects the business and
the structure. There are factors that tend to extend and elevate with the trust levels and gain a
perception of security for security awareness in the banking activities (Popoola & Arshad, 2015).
With this there are several studies that seem to have been identified with the research aprpaoches
in the online sector. While concentrating on the relationship and the trust based issues, the
impact of security mechanism are been considered within the unexplored field (Okeke & Okpala,
2014).
Electronic banking environment
Within the banking sector, the technology based activities are carried on with many mediums
such as websites, ATMs and other mediums. The characteristics that determine the factors in the
banking sector have been developed in the transaction and the online research banking activity.
There are users who use the ATM and online banking system with various factors to be
discussed in the report. There are environment characteristics that determine the level of medium
with the usage and the medium of banking facility. There are benefits that are obtained with the
banking sector and this is in term of perception on security and risk basis. The major blocks of
accepting the current view has been a major unsecured with the perceived level of intelligence in
the online banking sector (Rasiah & Ming, 2010). The banking activities are sensitive activities
as such they have personal information that can be characterized with the merchants and

customers with the high information. With the personal information that will be highly motivated
with the protection of the highly safety and security reasons (Chang & Chen, 2009). There are
internet define and the level of environment with the online banking system for the current and
potential customers. There are activities that will help to undertake the accounts of the system in
order to have the user familiarity and safety in the banking sector. This becomes important to
protect the information of users and assist them with the level of guidance they need in the
characterizing the offers of the banking services. There are several studies that have an impact
with the level of security and perception for consumer trust and building an environment with
eco friendly awareness which conducts the further sections.
Trust is the foundation that customers need as such it plays a major role in the human related
services and most organizations and banking sectors fail at times for the service industry.
Maintaining the trust and building the level of trust in the business is concerned with the
recognizable activities in the banking sector. There are commerce application services with the
research academia for the development of the banking sector in the business with an order to
develop and accept the level of actual participation. The level of confidence and trust is built
with the activities and services carried out by the banking industry. The dimension of trust and
the e banking factors are involved in an transaction for trustor party and trustee party. The ability
belief, benevolence belief and integrity belief are the trusting beliefs. For structural assuracen,
security policies, guarantee, trusted third party verification, privacy policies and legal
compliance are given. There are brand identification, website design, quality of service and
testimonials that are build for the situational normality in the institution based trust (Alnsour &
Al-Hyari, 2011).
Research Methodology
The five research designs were examined for the survey methods in which the role of website
which helps in build trust development, role of trust and security, trust privacy and security
attributes, trust development for the privacy securities given to users and security features for
individual concern for building trust is important in the banking sector. These are the studies that
have a relevance with the research design that is been introduced in a major way with the
research on relationship of trust and security by banking sector. The consumer perception
assessment is necessary with the research criteria in which the trust levels is identified with the

electronic banking medium. The research objective is to research on the relationship of the
objects that help in maintaining the trust level to consumers for online banking service (De
Mooij & Hofstede, 2011). The qualitative approach is been framed with the empirical
verification in terms of relationship of both the variables. The quantitative approach is studied
with the study of the data types and selected samples in the study. There are surveys and
exploratory studes that show the trust and confidence of customer for online banking sector in
Sri Lanka. The study has the engagement of e commerce banking and then confines with the
organization with a research consideration. Survey and experiemental studies are considered the
approaches that study the further research methods for considering the study of security and trust
in the relationships (Abu-Assi, Al-Dmour & Al-Zu’bi, 2014). The resource limitations and the
time concepts are majorly been surveyed within Sri Lanka as an experimental setup which is
suitable for gaining the relationship of both the variables.
There are three phases that are studied in the research and administered with the survey and
analyses of the results. The first phase includes the literature analysis of the perception of trust
and security. The survey is for the secondary data that has been gathered from the literature
studies and books. Then the data for the quantitative research is been collected for the survey
which then focuses towards the impact of perception and security mechanisms. The major
contribution is towards the different security such as integrity, confidentiality and safety of the
information. These are considered with an individual perspective with the sample of 20
individuals which is based on the impact of trust on online banking services in Sri Lanka. At the
final phase the results are analyzed accordingly with the nature of relationship towards both of
the mediums and carrying out the perception of research on trust. The data is refined as such with
the research methods and the research model with the interative process. The hypothesis of the
relationships is been carried on for further identification of privacy and trust level factors in the
online banking business.
H1: the presence of safety ad security modes which affects positively as gaining confidence and
trust in online banking services
H1a: the presence of variables of confidentiality that the user’s perception is been changed.
H1b: the presence of an integrated aprpaoch for the positive results

H1c: the presence of availability of mechanisms for positive results
The alternative hypothesis in the same way is considered as
H0: the presence of security mechanisms that is negatively considered by the user’s confidence
and trust issues.
Data collection
The test hypothesis is conducted with the research model that helps in collecting the data with
the research assessment. In the first stage, the information is relevant with the research process
and then related towards trust and security issues from the respondents. Questionnaire is been
circulated for the study of research on impact of security that helps to gain trust and confidence
of customers in online banking service in Sri Lanka. There is a pilot study that seems to give a
feedback accordingly and the design of questionnaire is been studied with the survey process.
For the sample testing method, a random sample was selected as a group of people to which the
interviews were undertaken and the other samples through which the questionnaires were
circulated. Random sampling method has helped to gain an equal opportunity for the study in
which the participants were selected and this tends to reduce the sample bias. In this instance,
participants were voluntary selected and were approached to give feedback for the online
transaction in banking industry. With the small incentive known as food or beverages, the cost is
been discussed with the sample size approach. The sample size is been selected with the
multivariate approach in which the statistical power analysis is organized. Questionnaires are the
best suitable form of collection of data which is relatively been circulated towards the large
sample and then tends to collect the information from audience. There are several studies that
impact the research with an objective of carrying out the research and managing the information
in the data collection analysis. Security and trust are the major issues that are highlighted in the
banking industry for adapting the studies and engaging into the research activity.
The closed ended questions were included in the questionnaire with no personal questions. The
answers were accordingly framed with the perception of confidentiality and availability in terms
of non repudation and security purpose. There are several measures for trust that include the
belief and the confidence level integration within the research. The questionnaire was a paper

based research sent to the participants in order to fill them with the estimated approach of their
level of perception for online transaction in banking sector. For completing the survey, the data
was gathered for the participants in order to gain the information about the level of trust for
online banking. The data was then been collected with the help of SPSS model as it was
statistically coded with proper analysis. The coded data was then analyzed while even missing
data was termed with while drawing the concepts of banking industry. A large percentage of data
drew the results that was based on the data processing method.
Data analysis
The first phase of the data analysis consists the prior research in which the data is been identified
with the measurement of security and trust issues. Then the items are assessed with suitable
research within the questionnaires as filled by the respondents and participants. The security
phenomenon was carried out with the measured of perception and the security objectives. These
are then studied directly within the circumstances so as to gain the feedback accordingly.
Statistical analysis of data is possible with various techniques and concepts that considers the
trust and relationships within the electronic applications. Related statistical analysis conducted
with the use of ANOVA technique is carried out for multiple studied of groups and data. SPSS
packages were used in the data analysis phase for path diagram and conducting the research
model. There is a correlation of study that has been observed in the survey with the variance and
non covariance matrix which seems to help in analysis of input and output consideration of
simple and single sample study. Then there are security and trust variables that were further
considered with the Cronbach’s alpha and Factor Analysis for achieving the results of the Fit of
the model used in the analysis tool.
The mapping of the research questions has a major phase of analyzing the data into research
phases and considering the consequences of the data collection method in the final stage. The
data collection instrument is considered with a linkage in terms of research and analysis within
the questionnaire items so as to meet the test and conduct an analysis of the results.
Findings
The research model that helped to develop the major study has an emphasize towards the
relationship of the trust and security issues in banking sector in Sri Lanka. The hypothesis is

been framed for the security mechanisms and this in turn leads to a positive impact. According to
the data that was gathered and then analyzed, trust and confidence of consumers is gained with
the help of giving service to the customers in terms of online transactions and giving them
security for the confidential services in banking. With random sample collected from the
respondents about the trust and confidence issues, security and confidentiality of information is
the main soure for the participants study. The data collected has then been accounted towards the
sample collection and have managed to be questioned within the methods and techniques.
According to the survey, the data collected is completely in terms of major safety and security
issues that customers face while e banking services. 80% of the respondents had to say about the
service and security issues for online banking services. The relationship was measured which has
a construct in the analysis of the measurement of the items that had a theoretical path for certain
specifications in online banking services in Sri Lanka. The number of users of internet banking is
still increasing within each year. Thereby the structural research presents that even though the
use of internet and online banking transaction is increasing, there are certain variables that may
hinder in the online banking services.
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