Participatory action research: An exploration of electronic banking adoption in Saudi Arabia

Banking leaders in Saudi Arabia have invested significantly on introducing and implementing new banking technologies, hoping that such technologies will lead to increase in return on investments. The purpose of this qualitative participatory action research is to understand further the contextual factors needed for electronic banking leaders in Saudi Arabia to improve the adoption of electronic banking products. The focus of the study is developing and examining a model for electronic banking business using the service-oriented architecture framework. A research panel, which consists of four banking technology experts, is formed to conduct this study and collaboratively and epistemologically generate knowledge that helps banking leaders achieve the objective of expanding electronic banking adoption. This participatory action research study indicates that banking leaders in Saudi Arabia lack a comprehensive electronic banking services representation that treats customer interaction services. The implementation of a service-oriented architecture model in electronic banking enhances the customer experience and expectations in countries other than Saudi Arabia.The model entails organizational transformations to promote the broader public adoption of electronic banking services in Saudi Arabia.