Perceptions of Internet banking users — a structural equation modelling (SEM) approach

Ajimon George

43 citations0/0 files storedIIMB Management Review

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

Abstract

ABSTRACT This study examines the perceptions of Internet banking (IB) users in Kerala using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables – perceived ease of use(PEOU) and perceived usefulness(PU) – have a direct effect on IB use, and PEOU also has an indirect effect via PU. Service quality dimensions such as fulfilment, efficiency, reliability, website attributes, responsiveness, and privacy also have indirect effect through TAM variables on IB use. The study discusses the practical implications of these findings.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1988On the Evaluation of Structural Equation Models 2000A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1974An Index of Factorial Simplicity

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