BANKING CUSTOMER BEHAVIOR AND BANKING SECTOR PERFORMANCE: THE ROLE OF THE DIGITAL INFRASTRUCTURE

Authors

  • Muhammad Awais Bhatti Department of Management, College of Business, King Faisal University, Al-Ahsa 31982, Saudi Arabia.
  • Ariff Syah Juhari College of Business Administration, Prince Sultan University, Riyadh, Saudi Arabia
  • Mansour Alyahya Department of Management, College of Business, King Faisal University, Al-Ahsa 31982, Saudi Arabia
  • Suzanie Adina Mat Saat Didasko Group affiliated with La Trobe University, Melbourne 3004, Australia
  • Ahmed Abdulaziz Alshiha Department of Tourism and Hotel Management, College of Tourism and Archaeology, King Saud University, Riyadh, 145111, Saudi Arabia
  • Mohammed Aldossary Department of Management, College of Business, King Faisal University, Al-Ahsa 31982, Saudi Arabia

Keywords:

Banks performance, digital banking innovation, Perceived security, Technology Adoption

Abstract

Banks are a fundamental component of the financial system, as they are essential to economic growth. However, the significance of the banking sector in economic development is contingent upon the bank’s performance and the client services it provides. In addition, the banking industry is transitioning from traditional to digital banking, where bank management is attempting to offer creative and distinctive services to improve performance. Prior study has been restricted to the individual and technological elements that influence the performance of banks, particularly digital financial institutions. In addition, no research investigates the impact of
individual and behavioral characteristics on the performance of Saudi Arabian banks. This study’s objective is to analyze the impact of perceived utility,
perceived security, simplicity of use, banks’ digital skills, and digital banking
innovation on the performance of digital banks. Customers and workers using
the bank’s digital and employee services were sampled using a convenience
sampling method. SPSS version 22 was used to analyze the data, and the
regression analysis demonstrated that perceived utility, perceived security,
ease of use, bank’s digital skills, and digital banking innovation positively
influence the performance of digital banks. Digital banking innovation and
the bank’s digital competencies impact bank performance among all criteria.
This study’s findings will assist banking professionals, policymakers, and
researchers in better comprehending the roles of these components.

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Published

2022-09-20

How to Cite

Muhammad Awais Bhatti, Ariff Syah Juhari, Mansour Alyahya, Suzanie Adina Mat Saat, Ahmed Abdulaziz Alshiha, & Mohammed Aldossary. (2022). BANKING CUSTOMER BEHAVIOR AND BANKING SECTOR PERFORMANCE: THE ROLE OF THE DIGITAL INFRASTRUCTURE. The Journal of Modern Project Management, 10(2), 7–15. Retrieved from https://journalmodernpm.com/index.php/jmpm/article/view/497