قياس سلوك عملاء البنوك نحو استخدام الخدمات المالية الرقمية في الجزائر

Abstract

It has been acknowledged that financial technology is one of the most prominent outcomes of the digital revolution in the world, as many entrepreneurial companies have emerged which have contributed to facilitating innovative financial transactions through the development of innovative digital financial solutions and services. Consequently, financial inclusion has been raised and enhanced. Financial inclusion is defined by the World Bank as providing users with affordable and useful products and services that meet their needs and are delivered responsibly and sustainably. Based on this, the study was designed to identify the most important factors affecting the intention and behavior of Algerian customers to accept and utilize digital financial services. The objectives of the study are achieved through a descriptive analytical approach, which includes a study population of banks that have been approved for activity by the Bank of Algeria, as well as a questionnaire consisting of 49 statements, along with six demographic expressions. To analyze its hypotheses derived from the theory of planned behaviour (TPB) and the theory of innovation diffusion (IDT), the study uses structural equation modeling (SEM). The findings of the study found that trust, financial cost, concessional terms, and attitude are the most influential factors influencing individuals' behavioral intention to adopt (or continue to use) financial digital services. Algerian service providers and decision makers should take note of the results of this study in achieving financial inclusion. Keywords: Financial Inclusion, Financial Technology, Structural Equation Modeling, Algerian Banks, Customers Intention and Behavior