The Determinants of Intention to Use Digital Banking Services in Kuwait

Nissi, Yamen and Simović, Vladimir and Antonijević, Marija (2023) The Determinants of Intention to Use Digital Banking Services in Kuwait. International journal of finance and banking research, 9 (6). pp. 105-111. ISSN 2472-2278

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Abstract

Online banking is the use of the Internet on supported devices such as computers, tablet devices, and or smartphones to remotely access banking services and carry out various transactions. Online banking offers multiple advantages to the customers, such as ease of access, use of banking services anytime and from anywhere, lower costs, less time consumption, and speed of transactions. Banks provide such a platform to ensure that their customers are satisfied and remain with them for a longer period. The aim is to achieve various factors such as customer satisfaction, customer retention, and customer loyalty. This research aims to determine key drivers for the intention to use digital banking services, i.e., e-banking and m-banking in Kuwait. Data was collected from 202 bank customers using a questionnaire. All items were measured by a 5- point Likert scale. Factor analysis identified the following variables: 1. Perceived usefulness, 2. Perceived ease of use, 3. Perceived risk, 4. Subjective norm, 5. Perceived behavioral control, 6. Trust, 7. Word-of-Mouth, 8. Attitude, and 9. Intention. Average scores concluded that respondents gave the highest value for the usefulness of digital banking services. Respondents worry about their privacy, especially when providing personal information, and fear of phishing. Findings suggest that people's behavior towards digital banking services is not influenced by their family, friends, peers, or other people. Trust in bank's digital services is a major concern. Finally, the majority of respondents indicated their intention to use e-banking or m-banking but were not completely sure of it.

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