Factors Affecting Internet Banking Pre-usage Expectation Formation

Abstract

Self-service technologies appeal to service providers because they can standardize service delivery, reduce labor and service costs, and reach new consumers who are unreachable through the bricks-and-mortar channels. Our focus in this paper is on Internet banking. Scholars have proposed a variety of different models to explain the factors affecting Internet banking initial use intention formation that are supported by their own data, making it difficult to compare these models systematically. We use extant literature to propose a model of factors affecting Internet banking initial use intention formation. To test our model, we applied random-effect meta-analytic structural equation modeling method to data reported in 26 primary empirical studies of Internet banking pre-usage. The results of our analysis show that the combined total effects of three dimensions of trust are more prominent than perceived usefulness and perceived ease-of-use in enticing the consumers towards initial use of the Internet banking.

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