Evaluating Demographic Influences on Electronic Banking Adoption in Jordan: Evidence from User Experience Data

The main objective of the study is the evaluation of the electronic banking services of Jordanian banks with an analysis of the impact of gender and age on the adoption of these services. A descriptive quantitative approach was used to collect data for the study. This included secondary data from previous studies and primary data from a questionnaire distributed to a sample of bank customers. SPSS was used to analyze the data and arrive at the results. Among the most important findings was the high quality of electronic banking services (overall average: 3.9), with ATM services recording the highest usage (4.3), while biometric authentication appeared to be the least adopted service (3.5). Statistical analysis using Mann-Whitney and Kruskal-Wallis tests also revealed significant demographic differences: gender significantly impacts user satisfaction (men are more satisfied with the clarity of applications (4.35 vs. 3.65) and the speed of transactions (4.50 vs. 3.90) at a significance level of p<0.05), and age determines the level of adoption of technical services (young people <25 years use fingerprint (4.75) and applications (4.50) significantly more than older people 41-55 years (3.07 and 3.67) at p<0.05), confirming the existence of a digital divide that requires designing services tailored to the elderly and women to ensure inclusiveness of digital transformation.