Consumers’ attitude towards e-banking services in Islamic banks: the case of Sudan

Abstract

Purpose

This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies.

Design/methodology/approach

The study used the “technology acceptance model” as a conceptual framework to investigate the factors that influence customers’ acceptance and intention to use bank technologies.

Findings

The study found that the customers’ attitude toward various bank technologies is not the same and is influenced by different factors. The results revealed that bank customers who are users of ATMs are influenced by its convenience, ease of use and service quality, whereas credibility was not seen as a significant driver. Mobile users were found to be influenced more by the benefits and ease of use and service quality, whereas internet customers were influenced by the benefits and ease of use and credibility of the systems. Under the three models, attitude emerged as a fully mediating factor for customers’ behavioral intentions.

Practical implications

The implications of this study are obvious for both regulators and bankers in Sudan for careful designing and implementation of their technology-based banking systems and focusing on the features of concern and desirable most by bank customers and necessary for secure and safe adoption of technology-based banking.

Originality/value

There are no studies to date that provide evidence of customer acceptance and the use of these services, the volume of bank business or profits derived from these services. This is especially important because security concerns are always associated and attached with technology-based services. The identification of technology acceptance factors is very important for bank regulators, bank marketers and banks’ customer base.

Citation

Mansour, I.H.F., Eljelly, A.M.A. and Abdullah, A.M.A. (2016), "Consumers’ attitude towards e-banking services in Islamic banks: the case of Sudan", Review of International Business and Strategy, Vol. 26 No. 2, pp. 244-260. https://doi.org/10.1108/RIBS-02-2014-0024