The Mediating Role of Customer Satisfaction with TAM Model and Trust in the Jordanian Banks

Wissam Khabashna

Mutia Sobihah Binti Abd Halim

Ghaith Abdulraheem Ali Alsheikh

Keywords: ICT, Perceived Usefulness, Perceived Ease of Use, Trust, E-banking Intention, Bank.


There have been significant effects on the global banking sector from recent advancements and trends in information and communication technology (ICT). As a result, improvements in banking operations have been expedited by disruptive innovation in technology. The goal of this study is to examine how clients of Jordanian commercial banks evaluate the usefulness, perceived ease of use, and trust in e-banking aim. Based on Cronbach's alpha coefficient test, the results show that all of the measures above the 0.70 threshold and had high reliability coefficients ranging from 0.944 to 0.980 with no appreciable skewness values deviating from zero. To access and test the research hypotheses, one way is to undertake longitudinal research to examine intention and actual use at various times in time. Managers must concentrate on promoting e-banking services in terms of consumers' perceived trust, usefulness, and ease of use as well as their intention to utilize e-banking. Jordanian banks must give more entertainment elements for youth and extra convenience for elder consumers because young consumers are early adopters. The key contributions center on gaining a better knowledge of how perceived usefulness, perceived ease of use, and perceived trust affect e-banking intention uptake and use.