Assessing the Key Factors Impacting the Customers Adoption of the Electronic Banks in Saudi Arabia

In the last few years, the world has witnessed a great digital transformation. Smartphones have simplified Internet access for everyone allowing businesses to take the advantage of and deliver their e-services for their customers. Nowadays, businesses are racing to deliver the best online services for their customers. Moreover, completely online businesses have emerged such as electronic banks. This research aims to assess the key factors that affect the adoption of e-banks by Saudi customers, to help e-banks improve adoption strategies to increase their adoption rates. An online survey was distributed to potential donors based across Saudi Arabia, using a random sample method. We analyzed valid responses that collected from 146 respondents using SmartPLS 3 software, the results show that behavioral intention, compatibility, promotions, perceived ease of use, service quality, experience, and customer support are factors that having a positive influence on the e-banks adoption decision by Saudi customers. The influence rates are varying among the factors. On this basis, it is recommended that Saudi e-banks tries to increase awareness about the usefulness of e-banking among potential customers through advertisements and provide information to the customers about how to use the e-banks services to improve their customer adoption rates. Further researches are needed to identify and test other factors.