► We developed an integrated model on IB use, considering moderating effects. ► The model incorporates customers’ personality and perceptions toward IB use. ► A customer’s openness positively ...influences IB use. ► A customer’s green concern moderates the relation between security concern and IB use. ► Perceived usefulness/ease of use moderates the relation between security concern and IB use.
Despite the rapid increase of Internet users and cited benefits of using Internet banking, the number of Internet banking users has not risen as strongly as expected. In order to understand this problem, it is critical to understand how customers’ personalities and perceptions influence Internet banking use. In this study, a quantitative model of Internet banking use was developed, which incorporates four dimensions, namely, (1) openness toward advanced technology as an individual personality dimension, (2) website usability, including perceived usefulness and ease of use, (3) perceived security concern, and (4) green concern for conserving nature resources as the social influence dimension. The study investigates the moderating effect between these dimensions on Internet banking use. A survey instrument was used to gather data to estimate the proposed research model. The results show that openness, website usability, and perceived security concern significantly influence customers’ Internet banking use. In terms of moderating effects, all dimensions play an important role as a moderator on the relation between other dimensions and Internet banking use. Overall, the model helps to increase our understanding of how these dimensions interact to influence Internet banking use, which can help in the design of Internet banking and other e-channel systems.
The Internet has on a very basic level changed the financial business by giving individuals increasingly prompt command over the administration of their accounts. This examination explored whether a ...hole exists between client desires for Internet Banking and the fulfillment of these desires in the virtual condition. The examination was operationalized by methods for a study among web banking clients. The exploration concentrated explicitly in transit clients of Internet banking destinations felt about the administration and usefulness they got on the Internet and whether their desires for this financial administration were being met. What rose up out of the examination was that clients were content with their essential Internet banking knowledge. What they were not happy with, were cost issues and the absence of customized administration. Issues, for example, speed and further developed usefulness additionally had a minor influence. Likewise, Internet banking clients felt there was an absence of combination crosswise over financial channels. In any case, except if this fulfillment is kept up and expanded, banks could lose clients to the officially rising virtual, imaginative and more financially savvy elective banks of things to come.
This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate ...Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction ("customer efficiency"), and local Internet banking penetration. We find that customers who have greater transaction demand and higher efficiency, and reside in areas with a greater density of online banking adopters, are faster to adopt online banking after controlling for time, regional, and individual characteristics. Consistent with prior work, we find that customers significantly increase their banking activity, acquire more products, and perform more transactions. These changes in behavior are not associated with short-run increases in customer profitability, but customers who adopt online banking have a lower propensity to leave the bank. Building on these observations we also find that the adoption drivers are linked to the postadoption changes in behavior or profitability. Customers who live in areas with a high branch density or high Internet banking penetration increase their product acquisition and transaction activity more than Internet banking adopters in other regions. Efficient customers and those with high service demand show greater postadoption profitability.
This paper was accepted by Sandra Slaughter, information systems.
•Support the proposition of a new theoretical model, which considers the moderation of cultural dimensions in IB intention.•Internet Banking (IB) adoption is positively influenced by the levels of ...performance expectancy (PE), effort expectancy (EE) and social influence (SI) while PR negatively influences IB intention.•Individualism (IDV) and uncertainty avoidance (UA) have a positive and direct effect on IB intention.•UA moderates the relationship of PE and SI on IB adoption while IDV moderates the effect of PR on IB intention.•Support the proposition of a new theoretical model, which considers the moderation of cultural dimensions in IB intention.
The purpose of this study is to investigate the behavioral intention to adopt internet banking (IB) by individuals under the influence of user espoused cultural values in Fiji. A conceptual framework is developed by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) model, incorporating customer satisfaction and perceived risk constructs and cultural moderators of individualism and uncertainty avoidance. This research adopts a quantitative approach and collects data from 530 respondents. The proposed model is tested using structural equation modelling. The empirical results obtained suggest that IB adoption is positively influenced by the levels of performance expectancy, effort expectancy, social influence and facilitating conditions while perceived risk negatively influences IB usage intention. IB intention was found to positively impact usage behavior which ultimately impacts customer satisfaction. This study also reveals that uncertainty avoidance dampens the influence of performance expectancy and facilitating conditions on IB adoption intention. The study highlights the importance of individual’s cultural values in promoting IB adoption. It contributes to the literature by extending and testing a comprehensive research model to better understand IB behavior.
PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural ...association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.
This comprehensive guide serves to illuminate the rise and development of FinTech in Sweden, with the Internet as the key underlying driver. The multiple case studies examine topics such as: the ...adoption of online banking in Sweden; the identification and classification of different FinTech categories; process innovation developments within the traditional banking industry; and the Venture Capital (VC) landscape in Sweden, as shown through interviews with VC representatives, mainly from Sweden but also from the US and Germany, as well as offering insight into the companies that are currently operating in the FinTech arena in Sweden. The authors address questions such as: How will the regulatory landscape shape the future of FinTech companies? What are the factors that will likely drive the adoption of FinTech services in the future? What is the future role of banks in the context of FinTech and digitalization? What are the policies and government initiatives that aim to support the FinTech ecosystem in Sweden? Complex concepts and ideas are rendered in an easily digestible yet thought-provoking way. The book was initiated by the IIS (the Internet Foundation in Sweden), an independent organization promoting the positive development of the Internet in the country. It is also responsible for the Internet’s Swedish top-level domain .se, including the registration of domain names, and the administration and technical maintenance of the national domain name registry. The book illustrates how Sweden acts (or does not act) as a competitive player in the global FinTech arena, and is a vital addition to students and practitioners in the field.
•The influence that risk may exert on IT adoption has received limited attention.•Internet banking adoption presents an increasing trend in Portugal.•We propose a framework which integrates UTAUT ...model and perceived risk factor.•Including perceived risk adds a stronger power to predict intention to adopt.
Understanding the main determinants of Internet banking adoption is important for banks and users; our understanding of the role of users’ perceived risk in Internet banking adoption is limited. In response, we develop a conceptual model that combines unified theory of acceptance and use of technology (UTAUT) with perceived risk to explain behaviour intention and usage behaviour of Internet banking. To test the conceptual model we collected data from Portugal (249 valid cases). Our results support some relationships of UTAUT, such as performance expectancy, effort expectancy, and social influence, and also the role of risk as a stronger predictor of intention. To explain usage behaviour of Internet banking the most important factor is behavioural intention to use Internet banking.
PDF
