Determinants of e-banking continuance usage in Jordanian banks

Abstract

The present study is an endeavour to investigate the relationship of factors influencing the customers in regard to the continuance usage of e-banking in Jordan based on the Technology Continuance Theory (TCT). It started with an investigation of individual factors on customers’ continuance usage of e-banking in Jordan, namely (i) perceived confirmation, (ii) perceived usefulness, and (iii) perceived ease of use. It also investigated the mediating effects of attitude and satisfaction on the relationship of the aforementioned individual factors and customers’ continuance usage of e-banking. Subsequently, the moderating effects of Big Five personality traits (extraversion, openness to experience, agreeableness, conscientiousness, and neuroticism) on the relationship between satisfaction and continuance usage of ebanking were investigated. Quantitative approach was applied for the present study and 823 questionnaires were collected from the bank customers who were selected using multistage sampling technique. Multivariate data normality tests, descriptive statistics, and structural equation modelling (SEM) were used for data analysis. The proposed model of the present study supported the results, revealing a significant direct relationship of the relationship between perceived confirmation, perceived usefulness, perceived ease of use, and attitude with the continuance usage of ebanking. The results showed a partial mediating effect of attitude on the relationship between perceived usefulness, perceived ease of use, and continuance usage of ebanking, while satisfaction failed to function as a mediator. Additionally, the results indicated a significant moderating effect of extraversion, openness to experience, agreeableness, and conscientiousness on the relationship between satisfaction and continuance usage of e-banking – only neuroticism failed to function as a moderator. On the one hand, five out of 19 tested hypotheses were rejected. The present study also raised an ongoing debate in organisational studies related to the continuance usage of e-banking, making it noteworthy for the e-banking customers and bank managers in Jordan to understand the significant factors which directly or indirectly affect the continuance usage of e-banking. The implications for research and practice, limitations, future research, and conclusion are discussed at the end of this study.