Jordanian Customers’ Intention Towards and Use of Internet Banking: Exploring Demographic Differences on Their Perception

This research aims to explore whether Jordanian customers’ perceptions on intention and use of Internet banking services varies according to their demographic characteristics. According to prior literature, there are five demographic factors; namely: age, gender, income, education and customers’ experience with the computer and Internet. These have been considered in the current study. The required data was collected from field survey questionnaires administered to a convenience sample of Jordanian banking customers. The main statistical results indicated that the customers’ perceptions on intention and usage of Internet banking are significantly different according to age, education, and their experience with the computer and Internet. Yet, there was no significant difference that could be attributed to gender. The results also suggest that even though the vast majority of the respondents have a higher willingness to adopt Internet banking, the actual usage rates of the most Internet banking (IB) services are too low. Theoretical contributions, implications, limitations and future research directions are also outlined