Factors Influencing FinTech Adoption Among Bank Customers in Palestine: An Extended Technology Acceptance Model Approach

Jamal Hurani () and Mohammed Kayed Abdel-Haq
Additional contact information
Jamal Hurani: Center for Islamic Finance, The University of Bolton, Bolton BL3 5AB, UK
Mohammed Kayed Abdel-Haq: Center for Islamic Finance, The University of Bolton, Bolton BL3 5AB, UK

IJFS, 2025, vol. 13, issue 1, 1-30

Abstract: This study examines FinTech adoption in the Palestinian banking sector, highlighting its role in driving innovation, improving customer satisfaction, and ensuring competitiveness. Using an extended Technology Acceptance Model (TAM) and SmartPLS 4.0 software for structural equation modeling, the research investigates factors influencing FinTech adoption among Palestinian bank customers. Findings show high adoption rates, with nearly half of customers also using non-bank FinTech services. While most prefer FinTech solutions from their banks, many are open to switching providers for better service, convenience, or pricing. Brand strength, trust, and awareness significantly impact perceptions of ease of use and usefulness. Customers trust bank-provided FinTech for precision and reliability but remain concerned about security. A lack of customer awareness highlights the need for targeted educational campaigns. These insights confirm the selection of an extended TAM framework as being an appropriate analytical tool in the Palestinian banking sector, incorporating brand, trust, and awareness alongside ease of use and usefulness. It emphasizes the need for banks to innovate, strengthen security, and enhance awareness efforts to retain and attract customers in a competitive landscape.

Keywords: FinTech; extended technology acceptance model; Palestine; banking; financial inclusion; trust; awareness; brand (search for similar items in EconPapers)
JEL-codes: F2 F3 F41 F42 G1 G2 G3 (search for similar items in EconPapers)
Date: 2025
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2227-7072/13/1/11/pdf (application/pdf)
https://www.mdpi.com/2227-7072/13/1/11/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jijfss:v:13:y:2025:i:1:p:11-:d:1568306

Access Statistics for this article

IJFS is currently edited by Ms. Hannah Lu

More articles in IJFS from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().