Document Type : Research Paper
Authors
1 1. MSc. in Information Technology Management., Faculty of Engineering, Alzahra University, Tehran, Iran
2 Assistant Prof., Faculty of Industrial Engineering, University of Alzahra Tehran,, Iran
Abstract
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The fast development of the Internet in the banking sector encourages customers to use electronic banking. This study presents the key findings which is the result of studying the experiences of Iranian users in the field of electronic banking. The aim of this study is to identify factors encouraging users to receive e-banking adoption. The structure of this study was developed based on the Technology Acceptance Model & utilizes other important variables such as trust, security, prior experience, knowledge of service and quality of Internet access. This model experimentally studies the affecting factors on behavior of 180 users in e-banking adoption. In the study, structural equation modeling was used to analyze the data and hypothesis test.
The findings show that the quality of internet connection and awareness of e-banking services have significant effects on perceived usefulness and perceived ease of use on electronic banking adoption. Trust also has a significant impact on attitudes towards e-banking adoption
Keywords
دهقانان، ح. ؛ شاهمحمدی، ن. (2013). شناسایی و رتبهبندی عوامل مؤثر بر قصد استفاده از موبایل بانک. مطالعات مدیریت فناوری اطلاعات، 1(4), 65-86.
موحدی، م. ؛ عابسی، م. (1382). نگاهی به معرفی، بررسی و اصلاح مدل پذیرش فنّاوری (TAM). با توجه به شرایط ایران. اولین کنفرانس بین المللی مدیریت.
Aboelmaged, M. (2010). Predicting e-procurement adoption in a developing country: an empirical integration of technology acceptance model and theory of planned behaviour. Industrial Management & Data Systems, 110(3), 392-414.
Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
Al-hawari, M. (2006). The Impact of automated service quality on Financial Performance and the mediating role of customer retention. Journal of Financial Service Marketing, 10 (3), 228-243.
Al-Somali, S. A. Gholami, R. & Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130-141.
Amalnick,M. (1386). Organization Critical success factors in the adoption of e-banking. 24-25. (in persian)
Sukkar, A. A. & Hasan, H. (2005). Toward a model for the acceptance of internet banking in developing countries. Information Technology for Development, 11(4), 381-398.
Anderson, J. C. & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
Eriksson, K. Kerem, K. & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International journal of bank marketing, 23(2), 200-216.
Foon, Y. S. & Fah, B. C. Y. (2011). Internet banking adoption in Kuala Lumpur: an application of UTAUT model. International Journal of Business and Management, 6(4), 161.
Fishbein, M. & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research.
Gefen, D. “Customer Loyalty in E-commerce”, Journal of the Association for Information Systems, No. 3, pp. 27-51, (2002).
Gikandi, J. W. & Bloor, C. (2010). Adoption and effectiveness of electronic banking in Kenya. Electronic commerce research and applications, 9(4), 277-282.
Goi, C. L. (2015). Factors influence development of E-banking in Malaysia. The Journal of Internet Banking and Commerce, 2006.
hassani, F. (1386). The study of E-banking situation in Iran. Journal of the National Trust. (in persian)
Hassanuddin, N. A. Abdullah, Z. Mansor, N. & Hassan, N. H. (2012). Acceptance towards the use of internet banking services of cooperative bank. International Journal of Academic Research in Business and Social Sciences, 2(3), 135.
Karjaluoto, H. Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International journal of bank marketing, 20(6), 261-272.
Kohiesfahani. (1386). Solutions for e-banking culture in Iran. Secretariat of making Culture of e-banking. (in persian)
Lee, M. C. (2009). Predicting and explaining the adoption of online trading: An empirical study in Taiwan. Decision Support Systems, 47(2), 133-142.
Lin, H.F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International journal of information management, 31(3), 252-260.
Lu, Y. Cao, Y. Wang, B. & Yang, S. (2011). A study on factors that affect users’ behavioral intention to transfer usage from the offline to the online channel. Computers in Human Behavior, 27(1), 355-364.
Momeni, M. & Ghayomi, A. (1386). Statistical data analysis by using SPSS (Vol. 1): ketab nou. (in persian)
Moss, S. Prosser, H. Costello, H. Simpson, N. Patel, P. Rowe, S... . Hatton, C. (1998). Reliability and validity of the PAS‐ADD Checklist for detecting psychiatric disorders in adults with intellectual disability. Journal of Intellectual Disability Research, 42(2), 173-183.
Nasri, W. & Charfeddine, L. (2012). Factors affecting the adoption of Internet banking in Tunisia: An integration theory of acceptance model and theory of planned behavior. The Journal of High Technology Management Research, 23(1), 1-14.
Pandey, P. Mayya, S. & Joshi, H. (2015). Internet Banking Adoption: An Observation on public sector bank customers of urban area of Udupi district, Karnataka, India. Research Journal of Management Sciences, 4(5), 6-14.
Pikkarainen, T. Pikkarainen, K. Karjaluoto, H. & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet research, 14(3), 224-235.
Riemenschneider, C. K. Harrison, D. A. & Mykytyn, P. P. (2003). Understanding IT adoption decisions in small business: integrating current theories. Information & management, 40(4), 269-285.
Safeena, R. Date, H. & Kammani, A. (2011). Internet Banking Adoption in an Emerging Economy: Indian Consumer's Perspective. Int. Arab J. e-Technol. 2(1), 56-64.
Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of bank marketing, 17(7), 324-334.
Suh, B. & Han, I. (2003). Effect of trust on customer acceptance of Internet banking. Electronic Commerce research and applications, 1(3), 247-263.
https://www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide/
www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide
Yoon, C. (2010). Antecedents of customer satisfaction with online banking in China: The effects of experience. Computers in Human Behavior, 26(6), 1296-1304.
Yousafzai, S. Pallister, J. & Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption. The Service Industries Journal, 29(5), 591-605.
Zahid, N. Mujtaba, A. & Riaz, A. (2010). Consumer acceptance of online banking. European Journal of Economics, Finance and Administrative Sciences, 27(1), 2010.
دهقانان، ح. ؛ شاهمحمدی، ن. (2013). شناسایی و رتبهبندی عوامل مؤثر بر قصد استفاده از موبایل بانک. مطالعات مدیریت فناوری اطلاعات، 1(4), 65-86.
موحدی، م. ؛ عابسی، م. (1382). نگاهی به معرفی، بررسی و اصلاح مدل پذیرش فنّاوری (TAM). با توجه به شرایط ایران. اولین کنفرانس بین المللی مدیریت.
Aboelmaged, M. (2010). Predicting e-procurement adoption in a developing country: an empirical integration of technology acceptance model and theory of planned behaviour. Industrial Management & Data Systems, 110(3), 392-414.
Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
Al-hawari, M. (2006). The Impact of automated service quality on Financial Performance and the mediating role of customer retention. Journal of Financial Service Marketing, 10 (3), 228-243.
Al-Somali, S. A. Gholami, R. & Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130-141.
Amalnick,M. (1386). Organization Critical success factors in the adoption of e-banking. 24-25. (in persian)
Sukkar, A. A. & Hasan, H. (2005). Toward a model for the acceptance of internet banking in developing countries. Information Technology for Development, 11(4), 381-398.
Anderson, J. C. & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
Eriksson, K. Kerem, K. & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International journal of bank marketing, 23(2), 200-216.
Foon, Y. S. & Fah, B. C. Y. (2011). Internet banking adoption in Kuala Lumpur: an application of UTAUT model. International Journal of Business and Management, 6(4), 161.
Fishbein, M. & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research.
Gefen, D. “Customer Loyalty in E-commerce”, Journal of the Association for Information Systems, No. 3, pp. 27-51, (2002).
Gikandi, J. W. & Bloor, C. (2010). Adoption and effectiveness of electronic banking in Kenya. Electronic commerce research and applications, 9(4), 277-282.
Goi, C. L. (2015). Factors influence development of E-banking in Malaysia. The Journal of Internet Banking and Commerce, 2006.
hassani, F. (1386). The study of E-banking situation in Iran. Journal of the National Trust. (in persian)
Hassanuddin, N. A. Abdullah, Z. Mansor, N. & Hassan, N. H. (2012). Acceptance towards the use of internet banking services of cooperative bank. International Journal of Academic Research in Business and Social Sciences, 2(3), 135.
Karjaluoto, H. Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International journal of bank marketing, 20(6), 261-272.
Kohiesfahani. (1386). Solutions for e-banking culture in Iran. Secretariat of making Culture of e-banking. (in persian)
Lee, M. C. (2009). Predicting and explaining the adoption of online trading: An empirical study in Taiwan. Decision Support Systems, 47(2), 133-142.
Lin, H.F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International journal of information management, 31(3), 252-260.
Lu, Y. Cao, Y. Wang, B. & Yang, S. (2011). A study on factors that affect users’ behavioral intention to transfer usage from the offline to the online channel. Computers in Human Behavior, 27(1), 355-364.
Momeni, M. & Ghayomi, A. (1386). Statistical data analysis by using SPSS (Vol. 1): ketab nou. (in persian)
Moss, S. Prosser, H. Costello, H. Simpson, N. Patel, P. Rowe, S... . Hatton, C. (1998). Reliability and validity of the PAS‐ADD Checklist for detecting psychiatric disorders in adults with intellectual disability. Journal of Intellectual Disability Research, 42(2), 173-183.
Nasri, W. & Charfeddine, L. (2012). Factors affecting the adoption of Internet banking in Tunisia: An integration theory of acceptance model and theory of planned behavior. The Journal of High Technology Management Research, 23(1), 1-14.
Pandey, P. Mayya, S. & Joshi, H. (2015). Internet Banking Adoption: An Observation on public sector bank customers of urban area of Udupi district, Karnataka, India. Research Journal of Management Sciences, 4(5), 6-14.
Pikkarainen, T. Pikkarainen, K. Karjaluoto, H. & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet research, 14(3), 224-235.
Riemenschneider, C. K. Harrison, D. A. & Mykytyn, P. P. (2003). Understanding IT adoption decisions in small business: integrating current theories. Information & management, 40(4), 269-285.
Safeena, R. Date, H. & Kammani, A. (2011). Internet Banking Adoption in an Emerging Economy: Indian Consumer's Perspective. Int. Arab J. e-Technol. 2(1), 56-64.
Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of bank marketing, 17(7), 324-334.
Suh, B. & Han, I. (2003). Effect of trust on customer acceptance of Internet banking. Electronic Commerce research and applications, 1(3), 247-263.
https://www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide/
www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide
Yoon, C. (2010). Antecedents of customer satisfaction with online banking in China: The effects of experience. Computers in Human Behavior, 26(6), 1296-1304.
Yousafzai, S. Pallister, J. & Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption. The Service Industries Journal, 29(5), 591-605.
Zahid, N. Mujtaba, A. & Riaz, A. (2010). Consumer acceptance of online banking. European Journal of Economics, Finance and Administrative Sciences, 27(1), 2010.
دهقانان، ح. ؛ شاهمحمدی، ن. (2013). شناسایی و رتبهبندی عوامل مؤثر بر قصد استفاده از موبایل بانک. مطالعات مدیریت فناوری اطلاعات، 1(4), 65-86.
موحدی، م. ؛ عابسی، م. (1382). نگاهی به معرفی، بررسی و اصلاح مدل پذیرش فنّاوری (TAM). با توجه به شرایط ایران. اولین کنفرانس بین المللی مدیریت.
Aboelmaged, M. (2010). Predicting e-procurement adoption in a developing country: an empirical integration of technology acceptance model and theory of planned behaviour. Industrial Management & Data Systems, 110(3), 392-414.
Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
Al-hawari, M. (2006). The Impact of automated service quality on Financial Performance and the mediating role of customer retention. Journal of Financial Service Marketing, 10 (3), 228-243.
Al-Somali, S. A. Gholami, R. & Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130-141.
Amalnick,M. (1386). Organization Critical success factors in the adoption of e-banking. 24-25. (in persian)
Sukkar, A. A. & Hasan, H. (2005). Toward a model for the acceptance of internet banking in developing countries. Information Technology for Development, 11(4), 381-398.
Anderson, J. C. & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
Eriksson, K. Kerem, K. & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International journal of bank marketing, 23(2), 200-216.
Foon, Y. S. & Fah, B. C. Y. (2011). Internet banking adoption in Kuala Lumpur: an application of UTAUT model. International Journal of Business and Management, 6(4), 161.
Fishbein, M. & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research.
Gefen, D. “Customer Loyalty in E-commerce”, Journal of the Association for Information Systems, No. 3, pp. 27-51, (2002).
Gikandi, J. W. & Bloor, C. (2010). Adoption and effectiveness of electronic banking in Kenya. Electronic commerce research and applications, 9(4), 277-282.
Goi, C. L. (2015). Factors influence development of E-banking in Malaysia. The Journal of Internet Banking and Commerce, 2006.
hassani, F. (1386). The study of E-banking situation in Iran. Journal of the National Trust. (in persian)
Hassanuddin, N. A. Abdullah, Z. Mansor, N. & Hassan, N. H. (2012). Acceptance towards the use of internet banking services of cooperative bank. International Journal of Academic Research in Business and Social Sciences, 2(3), 135.
Karjaluoto, H. Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International journal of bank marketing, 20(6), 261-272.
Kohiesfahani. (1386). Solutions for e-banking culture in Iran. Secretariat of making Culture of e-banking. (in persian)
Lee, M. C. (2009). Predicting and explaining the adoption of online trading: An empirical study in Taiwan. Decision Support Systems, 47(2), 133-142.
Lin, H.F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International journal of information management, 31(3), 252-260.
Lu, Y. Cao, Y. Wang, B. & Yang, S. (2011). A study on factors that affect users’ behavioral intention to transfer usage from the offline to the online channel. Computers in Human Behavior, 27(1), 355-364.
Momeni, M. & Ghayomi, A. (1386). Statistical data analysis by using SPSS (Vol. 1): ketab nou. (in persian)
Moss, S. Prosser, H. Costello, H. Simpson, N. Patel, P. Rowe, S... . Hatton, C. (1998). Reliability and validity of the PAS‐ADD Checklist for detecting psychiatric disorders in adults with intellectual disability. Journal of Intellectual Disability Research, 42(2), 173-183.
Nasri, W. & Charfeddine, L. (2012). Factors affecting the adoption of Internet banking in Tunisia: An integration theory of acceptance model and theory of planned behavior. The Journal of High Technology Management Research, 23(1), 1-14.
Pandey, P. Mayya, S. & Joshi, H. (2015). Internet Banking Adoption: An Observation on public sector bank customers of urban area of Udupi district, Karnataka, India. Research Journal of Management Sciences, 4(5), 6-14.
Pikkarainen, T. Pikkarainen, K. Karjaluoto, H. & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet research, 14(3), 224-235.
Riemenschneider, C. K. Harrison, D. A. & Mykytyn, P. P. (2003). Understanding IT adoption decisions in small business: integrating current theories. Information & management, 40(4), 269-285.
Safeena, R. Date, H. & Kammani, A. (2011). Internet Banking Adoption in an Emerging Economy: Indian Consumer's Perspective. Int. Arab J. e-Technol. 2(1), 56-64.
Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of bank marketing, 17(7), 324-334.
Suh, B. & Han, I. (2003). Effect of trust on customer acceptance of Internet banking. Electronic Commerce research and applications, 1(3), 247-263.
https://www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide/
www.statista.com/statistics/369333/number-ecommerce-transactions-worldwide
Yoon, C. (2010). Antecedents of customer satisfaction with online banking in China: The effects of experience. Computers in Human Behavior, 26(6), 1296-1304.
Yousafzai, S. Pallister, J. & Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption. The Service Industries Journal, 29(5), 591-605.
Zahid, N. Mujtaba, A. & Riaz, A. (2010). Consumer acceptance of online banking. European Journal of Economics, Finance and Administrative Sciences, 27(1), 2010.
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