The Impact Dimensions of Service Quality on the Acceptance Usage of Internet Banking Information Systems

Abstract

Nowadays, banking transactions are one of the most important daily services that fulfill a society needs. The broadly growth of information technology usage pushed banking institutions to embrace advanced technology to launch new electronic services. Internet technology has influenced the banking practicability because of its capability to enhance performance of financial operations. A major concern of Internet banking systems is the customers’ perception of service quality that render Internet banking a unique environment due to the lack of physical interaction between bank personnel and the customer. Thus, there is a necessity need for banking institutions identify factors that convince customers and raise their intention towards usage of these services. The purpose of this paper is to set forth a valid means and contribute to the field of measuring online service quality with a focus on optimizing this perception via electronic transactions in the domain technology of the banking industry and its reliability by examining the most important factors affecting customer perception towards acceptance of Internet banking in Jordan. The conceptual framework formulated and developed in this research study is an extension to the Technology Acceptance Model (TAM). The model was tested with a survey sample of 500 banking customers chosen randomly. The findings of the study indicate that all mentioned factors in the hypothesized model (TR, SP, QI, AW, PU and PEU) have significant impact within creating a positive atmosphere for stimulating the acceptance and use of Internet banking systems. Data analysis is based on the Statistical Package for Social Science (SPSS).