WOULD GENDER, EDUCATION AND AGE INFLUENCE INTERNET BANKING ADOPTION CONSTRUCTS IN JORDAN?

Internet banking is becoming a commodity rather than a strategic choice for banks in the 21st century. This study aimed at exploring the influence of the factors adopted from the SERVQUAL model and extended with trust and security to predict customer satisfaction with IB. The second objective is to see if education, gender, and age have significant influence on the constructs proposed by the research model. The study utilized a questionnaire to measure the research model utilizing a structural equation modeling technique. Results emphasized the role of security concerns, reliability and responsiveness in predicting the level of trust in IB. Also, trust was a significant predictor of satisfaction in IB services. The level of prediction yielded 22% of the variance in satisfaction. Finally, nearly no influence was estimated by all three demographic factors in determining the level of all model variables.