A Comparative Study on the Customers’ Motivation to Deal with E-Commerce through E-Banking Services in Saudi Islamic and Conventional Banks

Abstract

Purpose -The aim of this paper is to investigate the customers’ motivation to deal with e-commerce through e-banking servicesaccording to the perceptions of their customers.

Design / methodology / approach - This paper presents the initial findings with the objective of developing an efficient understanding of customers’ preferences based on their opinions and perceptions expressed through a questionnaire survey.

Findings - The findings are based on a sample of 198 customers and indicate that the majority of the respondents from both types of banks tend to be equally motivated to deal with e-commerce through e-banking services. The paper also finds that both groups of banks encourage their customers to deal with e-commerce using facilities in Saudi banks.

Research limitation / implications - The study has considered only six banks out of the total of 12 in Saudi Arabia. In addition, the research is based on a limited selection of bank customers in three main regions of Saudi Arabia, covering 65.5% of the Saudi population.

Practical implications - With reference to practical implications, the findings suggest that the customers’ motivation to deal with e-commerce through e-banking servicescan play an essential rolein expanding dealing with e-commerce in Saudi Arabia.

Originality/value – This is the first paper in the area of customers’ motivation to deal with e-commercethrough e-banking serviceson a comparative analysis of Islamic and conventional banks in Saudi Arabia. The findings and implications of the research offers invaluable information to the industry and policy-makers.