The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan

Aldiabat, K.; Al-Gasaymeh, A.; Alebbini, M.; Alsarayreh, A.; Alzoubi, A.; Alhowas, E.

Abstract: Since COVID-19 became a pandemic, the global economy has been dramatically affected. Not just that, the consumer behavior in the retail market has also changed. This paper aims to examine the effect of the coronavirus crisis on consumer behavior in retail services. The paper will focus on retail banking services, especially the Jordanian banking sector. The goal of the study was achieved by conducting a survey among Jordanian consumers in the retail banking sector, which was done using questionnaires, a sample of 240 retail customers from 14 valid participants. The paper brings new insight into how the pandemic affected retail banking services and proves the acceptance of online and banking in the conceptual model. The results show that the variables around attitudes toward the internet and mobile banking were directly and positively affected by the variables related to the perception of the pandemic's impact on the consumer's lifestyle. Other variables such as the safety of using online and mobile banking services and phones also contributed to this rise in a positive attitude. The Trust in Mobile and internet banking has several administrative and social implications, which were also discussed. Because new consumption behavior models are being developed, mobile and internet services could prevail even after the later stages of the epidemic. Initiatives to provide online educational programs, especially financial courses, should be intensified by the banks in Jordan to enable their customers to be familiar with the use of the banks' online banking services. They should enhance their communication with their customers and offer new products and services while also showing flexibility while negotiating to refinance and loaning terms.

How to cite this paper

        APA: Aldiabat, K., Al-Gasaymeh, A., Alebbini, M., Alsarayreh, A., Alzoubi, A & Alhowas, E. (2022). The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan. International Journal of Data and Network Science, 6(3), 953-960.
    

        Chicago/Turabian: Aldiabat, K., Al-Gasaymeh, A., Alebbini, M., Alsarayreh, A., Alzoubi, A & Alhowas, E. 2022. "The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan." International Journal of Data and Network Science 6, no. 3 (2022): 953-960.
    

        AMA: Aldiabat, K., Al-Gasaymeh, A., Alebbini, M., Alsarayreh, A., Alzoubi, A & Alhowas, E. The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan. International Journal of Data and Network Science. 2022;6(3):953-960.
    

References

Al-Ajam, A. S., & Nor, K. M. (2013). Influencing factors on behavioral intention to adopt Internet banking service. World Applied Sciences Journal, 22(11), 1652-1656.
Aldiabat, K., Al-Gasaymeh, A., & Rashid, A. K. (2019). The effect of mobile banking application on customer interaction in the Jordanian banking industry.‏
Alsamydai, M. J., Yassen, S. G., Alnaimi, H. M., Dajani, D. M., & Al-Qirem, I. A. (2014). The factors influencing cus-tomer usage of mobile banking services in Jordan. International Journal of Business Management and Research, 4(2), 63-78.‏
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118–139.
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110.
Auer, R., Cornelli, G., Frost, J., (2020). Covid-19, cash, and the future of payments, BIS Bulletin, 3, Retrieved from https://www.bis.org/publ/bisbull03.pdf.
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38-52.
Bekhet, H. A., & Al-alak, B. A. (2011). Measuring e-statement quality impact on customer satisfaction and loyalty. Inter-national Journal of Electronic Finance, 5(4), 299-315.
Beyari, H., & Abareshi, A. (2018, June). The interaction of trust and social influence factors in the social commerce envi-ronment. In International Conference of Reliable Information and Communication Technology (pp. 931-944). Springer, Cham.
Buehler, K., Conjeaud, O., Giudici, V., Samandari, H., Serino, L., Vettori, M., Webanck, L., White, O., (2020). Leadership in the time of coronavirus: COVID-19 response and implications for banks, McKinesy & Company, Retrieved from https://www.mckinsey.com/industries/financial-services/our-insights/leadership-in-the-time-of-coronavirus-covid-19-response-and-implications-for-banks.
Castet, J. F., & Saleh, J. H. (2009). Satellite reliability: statistical data analysis and modeling. Journal of Spacecraft and Rockets, 46(5), 1065-1076.
Dajani, D., & Yaseen, S. G. (2016). The applicability of technology acceptance models in the Arab business setting. Jour-nal of Business and Retail Management Research, 10(3).
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982-1003.
Eisingerich, A. B., & Bell, S. J. (2006). Relationship marketing in the financial services industry: The importance of cus-tomer education, participation and problem management for customer loyalty. Journal of financial services marketing, 10(4), 86-97.
Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: a perceived risk facets perspective. Interna-tional journal of human-computer studies, 59(4), 451-474.‏
Gordon, T. L. O., Pires, G. D., & Stanton, J. (2008). The relationship marketing orientation of Hong Kong financial ser-vices industry managers and its links to business performance. Journal of Financial Services Marketing, 13(3), 193-203.‏
eMarketer, (2020). The biggest business impacts of the coronavirus pandemic, Retrieved from https://www.emarketer.com/content/the-biggest-business-impacts-of-the-coronavirus-pandemic-according-to-business-insider-intelligence.
Finextra, (2020). Coronavirus: DBS pushes 'contact free' digital banking, Retrieved from https://www.finextra.com/newsarticle/35366/coronavirus-dbs-pushes-contact- free-digital-banking.
Kleijnen, M., Wetzels, M., & De Ruyter, K. (2004). Consumer acceptance of wireless finance. Journal of financial ser-vices marketing, 8(3), 206-217.
McCarty, B. (2020). Managing customer relationships in the time of COVID-19, BAI. Banking Strategies, Retrieved from https://www.bai.org/banking-strategies/article- detail/managing-customer-relationships-in-the-time-of-covid-19.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Manage-ment Review, 20(3), 709-734.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3-4), 297-323.
Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information systems research, 2(3), 192-222.
Mora, A.G., (2020). Patterns—and some implications—of Covid-19 financial sector policy interventions, World Bank Blogs, Retrieved from https://blogs.worldbank.org/psd/patterns-and-some-implications-covid-19- financial-sector-policy-interventions.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satis-faction in retailing. European journal of social sciences, 16(2), 231-243.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer per-ceptions of service quality. 1988, 64(1), 12-40.
Pop, N.A., (2020). Contemporary Directions in the Development of Romanian Academic Marketing in Favor of Increasing the Performance of the Organization. In: Fotea S., Fotea I., Văduva S. (eds) Challenges and Opportunities to Develop Organizations Through Creativity, Technology and Ethics. GSMAC 2019. Springer Proceedings in Business and Eco-nomics. Springer, Cham, 17-35, https://doi.org/10.1007/978-3- 030-43449-6_2.
Riffai, M. M. M. A., Grant, K., & Edgar, D. (2012). Big TAM in Oman: Exploring the promise of on-line banking, its adoption by customers and the challenges of banking in Oman. International journal of information management, 32(3), 239-250.
Salhieh, L., Abu‐Doleh, J., & Hijazi, N. (2011). The assessment of e‐banking readiness in Jordan. International Journal of Islamic and Middle Eastern Finance and Management, 4(4).‏
Sathiyavany, N., & Shivany, S. (2018). E-banking service qualities, e-customer satisfaction, and e-loyalty: a conceptual model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808-4819.
Sikdar, P., & Makkad, M. (2015). Online banking adoption: A factor validation and satisfaction causation study in the context of Indian banking customers. International Journal of Bank Marketing, 33(6), 760-785.
Suyono, E., Rusmana, O., & Riswan, R. (2019, April). Integrated Information System to Revitalize The Cooperatives in Banyumas. In IOP Conference Series: Earth and Environmental Science (Vol. 255, No. 1, p. 012046). IOP Publishing.
Venkatesh, V., & Davis, F. D. (1996). A model of the antecedents of perceived ease of use: Development and test. Deci-sion sciences, 27(3), 451-481.
Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the uni-fied theory of acceptance and use of technology. MIS quarterly, 36(1), 157-178.
Vessey, S., Ott, C., Dimidschstein, F., (2020). How banks can strategically respond to Covid-19 challenges, Consultan-cy.eu, Retrieved from
https://www.consultancy.eu/news/4096/how-banks-can-strategically-respond-to- covid-19-challenges.
Yaseen, S. G., & Al Omoush, K. S. (2013). Investigating the engage in electronic societies via Facebook in the Arab World. International Journal of Technology and Human Interaction (IJTHI), 9(2), 20-38.
Zhou, T. (2012). Examining location-based services usage from the perspectives of unified theory of acceptance and use of technology and privacy risk. Journal of Electronic Commerce Research, 13(2), 135–144.
Zhang, Y., Weng, Q., & Zhu, N. (2018). The relationships between electronic banking adoption and its antecedents: A me-ta-analytic study of the role of national culture. International Journal of Information Management, 40, 76-87.

⭐ Highly Cited Articles

Journals

IJDS Volumes

🔑 Keywords

✍️ Authors

🌍 Countries