Factors affecting the acceptance by the banking sector customers with regards to electronic payment methods and their role in enhancing digital financial inclusion: a Jordanian experiment.

Abstract

This study aimed to identify the factors affecting the intention of customers in the banking sector to adopt electronic payment methods and their role in promoting digital financial inclusion. The Jordanian experience. The study population consisted of a random sample of customers in the Jordanian banking sector. An electronic questionnaire designed by the researcher was distributed to members of society in various regions of the Kingdom (North, Center, and South), where (591) were retrieved from customers in the banking sector, and the number of questionnaires suitable for analysis was (571), valid for analysis, until testing. Hypotheses Structural equation model (PLS-SEM) was used. The study conducted by the researchers reached a set of results, the most important of which was that all factors affecting the desire of banking sector customers to adopt electronic payment methods, represented by ease of use, perceived benefit, perceived security, perceived trust, social impact, flexibility and speed of response, and cost of service, have a positive moral effect on the customers’ tendency towards using electronic payment methods provided by the banking sector. Therefore, it can be said that adopting electronic payment methods positively affects the activation of digital financial inclusion. Based on the findings of this study, the researchers recommend that bank management give more importance to electronic payment methods in order to increase the quality of electronic banking services in the Jordanian banking sector. The researchers also recommend that bank management accelerate the adoption of innovations and creativity in new electronic payment methods to maintain their customers and ensure that they continue to use them in light of the emergence of a new competitor in the markets, namely financial technology companies, which provide the same services