Factors affecting internet banking adoption among internal and external customers: a case of Pakistan

Syed Ali Raza · Nida Hanif

128 citations0/0 files storedInternational Journal of Electronic Finance

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

This study investigates the determinants which attract the customers to adopt internet banking in Pakistan by employing internal and external customers, on the sample size of 210 for internal and 151 for external respondents through using the survey research instrument questionnaire. The confirmatory factor analysis with multiple regressions technique has been applied. The result of regression analysis shows that perceived usefulness (PU), information of internet banking (INF), perceived risk (PR), security and privacy (SP) shows more influence to increase the intention of external customers to adopt internet banking services while government support (GS) provide more influence for the internal customers in adoption of internet banking services. This study proves that external customers can be more emphasised, if they believe in convenience in adopting the services. It is recommended that banks should take some consideration to apply internet banking by delivering the information in an easiest way, provide more usefulness and benefits and also minimise the fraud as providing more security and privacy. This will help the bank to increase their profit by reducing its cost, time saving and retain more potential users.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1974An Index of Factorial Simplicity 1995Understanding Information Technology Usage: A Test of Competing Models 1999Adoption of Internet banking by Australian consumers: an empirical investigation 2004The use of a decomposed theory of planned behavior to study Internet banking in Taiwan 2001An empirical investigation of the Turkish consumers’ acceptance of Internet banking services 1999Provision of electronic banking in the UK and the Republic of Ireland

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