Abstract
Purpose The purpose of this study is to investigate customers’ attitudes and intentions toward internet banking in an underdeveloped banking sector. Design/methodology/approach The study was carried out in the Democratic Republic of the Congo. A sample of 215 respondents comprised of 112 non-users and 103 users of internet banking was selected in the city of Bukavu following a convenience sampling method and structural equation modeling was applied to test the research hypotheses. Findings The results show that for users of internet banking their attitudes are determined by their perceived usefulness while for non-users they are determined by their perceived usefulness and internet trust. For users of internet banking, their intentions to continue using internet banking are determined by attitudes and perceived usefulness; while for internet banking non-users, their intention to use internet banking is determined by their attitudes, their perceived web security and perceived usefulness. Originality/value Few research on internet banking have been done in central and sub-Saharan Africa. The present study gives new insights to assist financial institutions and researchers in understanding intentions and attitudes toward internet banking in an underdeveloped financial sector.
Highlights
Technology adoption is driving the social and economic interconnection in the world and it has become a significant factor of human progress (Patwardhan, 2017).Traditional banking branches present many disadvantages that are being resolved by online banking
According to the Findex survey completed in 2017, in the Democratic Republic of the Congo, only 3% of the labor force (15 years and more) have used the internet to pay bills; 3% to pay bills or to buy something online and 12% made or received digital payments (World Bank, 2018)
This study demonstrated that perceive ease of use was the main determinant of the intentions to use internet banking (Figures 8 and 9)
Summary
Technology adoption is driving the social and economic interconnection in the world and it has become a significant factor of human progress (Patwardhan, 2017).Traditional banking branches present many disadvantages that are being resolved by online banking. Internet banking is more than a simple way of delivering existing financial services and products. It can facilitate online payment and thereby entail the growth of electronic commerce. According to Jayawardhena and Foley (2000), internet banking offers other advantages that include the improvement of the bank reputation, cost savings and making the bank more interesting to new customers. It attracts young customers, creating a higher competitiveness through new financial services offers (Polatoglu, 2003)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
