Effect of Endogenous and Exogenous variables on Customer behavioural intention in Adoption of Digital Banking ServicesA Technology Acceptance Model Study in the State of Telangana

Abstract

Technological Innovations and advancement in Information and communication technology have shown massive growth across the industries including Banking. With internet of things the stringent and Traditional method of Banking has seen a complete metamorphosis from time to time. This has facilitated the customer to have all their banking services at their fingertips without visiting physical banking outlets with their mobile gadgets. It reduces customer’s fatigue of standing in longer queues, reduces transaction costs and time saving. The mere advancement of Technology cannot transform the entire process. There are other factors like extraneous variables or other behavioural related factors which drive the customers towards the adoption of the Digital Technologies. Moreover, the technologies which are vulnerable while dealing with financial related activities. Hence, the present study is an attempt to examine the Endogenous and Exogenous variables and their influence on Perceived Usefulness and Perceived Ease of Use which intern will influence Behavioural Intention to drive towards actual usage of Digital Technologies in Banking. The Present Study examines opinion of 686 respondents across the Telangana state by using E-TAM introduced by Venkatesh and Bala