Electronic banking services and the determinants of their use from the viewpoint of the bank’s customers (An exploratory study of a sample of the opinions of customers of Al-Rasheed and Al-Rafidain Banks)

Abstract

The aim of the research is to know the determinants of the use of electronic banking services in Iraq, and the impact of the demographic characteristics of (gender, age, education, monthly salary, duration of dealing with the bank) on their use, and to study the most important determinants that affect the use of bank customers with them, as it tests The research proposed determinants of the use of electronic banking services, which are (cost, interest, ease of use, privacy and safety), Although previous studies confirmed the importance of these services for both banks and their customers, the level of adoption of electronic banking services in Iraq is still low, although banks use technological means to perform their services to customers, which is known as electronic banking services. The research was limited to bank customers (Al-Rafidain and Al-Rasheed), and the questionnaire and personal interviews were used to collect primary data from the customers of the research sample, which numbered (307), and analyzed and tested its hypotheses using the (SPSS) program. And it reached a set of results, the most important of which are: the absence of a significant effect of the demographic variables represented by “gender, age, education” on all determinants of the use of electronic banking services used in the research, and the presence of a significant and statistical effect of the demographic variables represented by “monthly income, The duration of dealing with the bank\" on all parameters used in the research. While the research recommended that banks should promote the promotion of electronic banking services, by implementing awareness programs for their current and potential customers, holding training courses for them and providing the infrastructure for the success of electronic banking services, as well as enacting additional legislation to protect electronic banking transactions.