Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

被引:36
作者
Almaiah, Mohammed Amin [1 ]
Al-Rahmi, Ali Mugahed [2 ]
Alturise, Fahad [3 ]
Alrawad, Mahmaod [4 ]
Alkhalaf, Salem [3 ]
Lutfi, Abdalwali [5 ]
Al-Rahmi, Waleed Mugahed [6 ,7 ]
Awad, Ali Bani [8 ]
机构
[1] King Faisal Univ, Coll Comp Sci & Informat Technol, Dept Comp Networks, Al Hufuf, Saudi Arabia
[2] Univ Tun Hussein Onn Malaysia, Fac Technol Management & Business, Batu Pahat, Malaysia
[3] Qassim Univ, Coll Sci & Arts Ar Rass, Dept Comp, Ar Rass, Saudi Arabia
[4] King Faisal Univ, Coll Business Adm, Quantitat Method Dept, Al Hufuf, Saudi Arabia
[5] King Faisal Univ, Coll Business, Al Hufuf, Saudi Arabia
[6] King Saud Univ, Coll Common First Year, Self Dev Skills Dept, Riyadh, Saudi Arabia
[7] Univ Teknol Malaysia, Fac Social Sci & Humanities, Sch Educ, Skudai, Malaysia
[8] King Faisal Univ, Coll Educ, Al Hufuf, Saudi Arabia
关键词
internet banking; service quality; perceived risk; customers' satisfaction; performance expectancy; INFORMATION-SYSTEMS SUCCESS; CONTINUANCE INTENTION; MOBILE BANKING; EMPIRICAL-EXAMINATION; SERVICE QUALITY; EXTENDING UTAUT2; USER ACCEPTANCE; ONLINE BANKING; CUSTOMERS; IMPACT;
D O I
10.3389/fpsyg.2022.919198
中图分类号
B84 [心理学];
学科分类号
04 ; 0402 ;
摘要
The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called "Structural Equation Model (SEM)" was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.
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页数:19
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