Customers’ Acceptance of E-banking During the COVID-19 Pandemic: The Case of Oman

Salim Al-Hajri (), Abdelghani Echchabi (), Syed Ghayas () and Mohammed Ali Akour ()
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Salim Al-Hajri: A’Sharqiyah University
Abdelghani Echchabi: Higher Colleges of Technology
Syed Ghayas: A’Sharqiyah University
Mohammed Ali Akour: A’Sharqiyah University

A chapter in Contemporary Research in Accounting and Finance, 2022, pp 237-251 from Springer

Abstract: Abstract The Omani banking industry still lags behind in keeping up with the full adoption of e-banking technologies in delivering its services. Nevertheless, this might have changed to some extent with the spread of the Corona Virus (COVID-19) which forced financial institutions around the world to temporary close most of their branches, and operate mostly on an online basis. The purpose of the study is to investigate customers’ perception of E-Banking Adoption in the Omani context during the COVID-19 pandemic. Specifically, the focus is on determining the aspects that would potentially increase the acceptance and usage of E-banking services from the customer’s perspective. A questionnaire was developed with the purpose of collecting data from total sample of 200 banks’ customers in Oman. In terms of data analysis, linear regression and t-tests were used. The results indicated that bank customers in Oman have a high willingness to use E-banking services. On the other hand, the findings revealed that perceived ease of use, uncertainty, facilitating conditions, and self-efficacy has a significant effect on E-banking adoption, and hence are have the potential to increase the adoption of E-banking services in Oman. The study contributes significantly to the behavioural and innovation adoption theories. In addition, it contributes in developing policies and setting improvement measures in the banking industry.

Keywords: Corona Virus; Covid-19; Oman; Technology; Online banking; Internet banking (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/978-981-16-8267-4_10

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