The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan

ABSTRACT

Since COVID-19 became a pandemic, the global economy has been dramatically affected. Not just that, the consumer behavior in the retail market has also changed. This paper aims to examine the effect of the coronavirus crisis on consumer behavior in retail services. The paper will focus on retail banking services, especially the Jordanian banking sector. The goal of the study was achieved by conducting a survey among Jordanian consumers in the retail banking sector, which was done using questionnaires, a sample of 240 retail customers from 14 valid participants. The paper brings new insight into how the pandemic affected retail banking services and proves the acceptance of online and banking in the conceptual model. The results show that the variables around attitudes toward the internet and mobile banking were directly and positively affected by the variables related to the perception of the pandemic's impact on the consumer's lifestyle. Other variables such as the safety of using online and mobile banking services and phones also contributed to this rise in a positive attitude. The Trust in Mobile and internet banking has several administrative and social implications, which were also discussed. Because new consumption behavior models are being developed, mobile and internet services could prevail even after the later stages of the epidemic. Initiatives to provide online educational programs, especially financial courses, should be intensified by the banks in Jordan to enable their customers to be familiar with the use of the banks' online banking services. They should enhance their communication with their customers and offer new products and services while also showing flexibility while negotiating to refinance and loaning terms. © 2022, Growing Science. All rights reserved.