محددات إستخدام الخدمات المصرفية الإلكترونية عبر الأنترنت لدى معتمدي البنك العربي في الضفة الغربية
وسام جميل طاهر دار سماره
Wisam Jamil Taher Dar Samarah
This study aims to identify the determinants of using electronic banking services through the Internet from the perspective of Arab Bank customers (non-users of electronic banking services) in the West Bank, and to achieve the goals of the study, the researcher used the descriptive method, and designed a questionnaire that included (38) paragraphs that include six determinants: (lack of trust, lack of knowledge, lack of human interaction, resistance to change, lack of banking secrecy, and electronic banking services), which illustrated a degree of honesty and consistency for the total determinants of using of electronic banking services (0.94), and the variable of Electronic banking services (0.81). The study population consisted of all Arab Bank customers in the West Bank (who are not using electronic banking services), and for the aim of conducting the study a purposive sample method was used consisting of (380), and the final sample retrieved from the members of the study was (337) questionnaire which was a valid number for statistical analysis and representative sample of the study. The study found that the total degree of determinants of the use of electronic banking services for Arab Bank customers in the West Bank was high with a total arithmetic average (3.46), and the value of the standard deviation was (0.75), and with a difference coefficient of (21%), also the overall score for the variable of the benefits of using e-banking services is average, and the total arithmetic average value reached (3.76), with a standard deviation of (0.72), and a coefficient of variation of (19%). The study results also showed that there were no significant differences at the level of statistical significance (a≤.05) was the average among the respondents' responses to the determinants of using e-banking services among Arab Bank customers in the West Bank was attributed to the gender variable "in all fields of study except for the variable of lack of human communication, and the variable of lack of banking secrecy, and the cumulative percentage, as for the age variable, it was found that there were no statistically significant differences in all fields of study with the exception of the variable lack of weak human interaction, as well as the variable of the educational qualification showed low level of statistical significance except for the variable of lack of trust, resistance to change and the cumulative percentage, and it was found that there are no statistically significant differences for the variable of the monthly income rate, there are no statistically significant differences in all fields of the study, with the exception of the variable of resistance to change and banking secrecy, and finally it was found that the variable of the number of banks that banks’ customer deals with showed no statistically significant differences in all fields of the study with the exception of the field of bank secrecy. The study was able to come up with a list of recommendations , the most important of which is the importance of educating the banks’ customers of the importance of using e-services in addition to providing them with needed information and tools to achieve this, and the bank should focus on increasing and building the trust factor as it is one of the most important factors contributing to the successful adoption of e-banking services among customers, in addition to ensuring the efficient protection for the used applications to motivate customers to increase their use, and to ensure that the e-banking services are user-friendly without complex procedures due to the reason that not all customers have uniform technological skills, and finally to enhance the used effort in order to increase the level of awareness among customers, through several marketing mediums, and benefitting from the widespread use of social media and smart phones, to spread the concept of using e-banking services, it’s attributes and tools. Key Words: Banking Services, Electronic Banking Services, Customers, Lack Of Trust, Lack Of Knowledge, Lack Of Human Interaction, Resistance To Change, Lack Of Banking Secrecy.