The Impact of Internet of Things (IoT) on Financial Services Quality: Field Study in Jordanian Commercial Banks. أثر انترنت الاشياء علي جودة الخدمات المالية: دراسة ميدانية علي البنوك الاردنية التجارية .

النهار, دينا مشعل (2019) The Impact of Internet of Things (IoT) on Financial Services Quality: Field Study in Jordanian Commercial Banks. أثر انترنت الاشياء علي جودة الخدمات المالية: دراسة ميدانية علي البنوك الاردنية التجارية . Masters thesis, جامعة الشرق الاوسط.

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Abstract

The primary purpose at this study is to examine the impact of internet of things of the financial services quality in Jordanian commercial banks. The data were collected through questionnaire by using simple random for a sampling. (367) questionnaires were distributed among top, middle managers and employees working at (5) commercial banks in Amman, (295) were valid to statistical analysis. Furthermore, the study used statistical science for social science (SPSS) for descriptive statistical. Moreover, to answer the research questions, the study used frequencies, means, standard deviations, and Cronbach’s Alpha test to examine the consistency and reliability of the data collection tool. The study concluded that there is an impact of internet on financial services quality in banks. Moreover, there is a strong impact of internet of things (Performance expectancy, Effort expectancy, Social influence and facilitating conditions) on financial service quality. The results show that the effort expectancy was the highest impact followed by social influence on the quality of services. The study recommends a better understanding of service quality as well training courses in different programs for employees including the management that would help to develop better solutions for banks performance in general and in employee in specific to avoid any performance troubles caused by quality. Key word: Internet of Things, Financial Services Quality, Service Quality, Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions

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