Factors Affecting the Use of Electronic Banking Services Provided by Jordanian Commercial Banks from Customers' Point of View. A Case Study: Jordan Ahli Bank in Northern Region/Jordan

The study aims to identify the factors affecting the use of electronic banking services at Jordanian commercial banks (case study Jordan Ahli Bank in Northern Region). In order to achieve the objective of this study, the researchers selected independent variables related to factor affecting which are (perceived benefit, risks awareness, ease of use, confidence & safety, Privacy and Security),and the dependent variable is (use of electronic banking services).The questionnaire designed based on previous studies, and the questionnaire was distributed through online to 460 respondents who deal with Ahli Bank in Northern Region. About (44) questionnaires were not returned which represents (9.5%) of all questionnaires. Thus the sample size consisted of (416) respondents, which represents (90.5%) of all questionnaires. Descriptive statistical analytical method is used for describing the phenomenon of the population using the SPSS to analyze the data collected from the questionnaire. The study concluded that there is statistically significant affect to of various factor dimensions (Perceived benefit, Risks awareness, Ease of use, confidence & Safety, Privacy and Security) on the use of electronic banking services provided by Al-Ahli bank. Also, the results indicate the relationship between various factor and Use of Electronic Banking Services, also various factor have a high contribution on Use of Electronic Banking Services by about (68%), and the confidence & safety as among of various factor has the highest contribution on Use of Electronic Banking Services. The study recommends the Bank has conducted periodic studies to measure the effectiveness of electronic banking services, ensure customer satisfaction and keep pace with the continuous development in the field of technology and communication systems, and Ensure that customers are confident of using banking on an ongoing basis and receive feedback from customers about any challenges they face