Abstract

This paper will discuss the factors that enhance customer’s experience in digital banking. It tests the use of electronic services provided by banks. As an emerging market in a developed country, the Jordanian market has been chosen to be in focus. Based on a conducted literature review, the study aims to extract the main factors that improve this use such as: user-friendliness, trustworthiness, security, self-service, improved services, attractiveness of design, quality of services, agreeableness, and ease of use, usefulness, and customer experience. Then, the paper analysis the relation among these factors, and their effects on the adaption of electronic banking services provided.

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Toward Enhancing Customer’s Experience in Digital Banking

This paper will discuss the factors that enhance customer’s experience in digital banking. It tests the use of electronic services provided by banks. As an emerging market in a developed country, the Jordanian market has been chosen to be in focus. Based on a conducted literature review, the study aims to extract the main factors that improve this use such as: user-friendliness, trustworthiness, security, self-service, improved services, attractiveness of design, quality of services, agreeableness, and ease of use, usefulness, and customer experience. Then, the paper analysis the relation among these factors, and their effects on the adaption of electronic banking services provided.