Inconsistencies in US consumers' attitudes toward and use of electronic banking: An empirical investigation

Abstract

The purpose of the study was to empirically investigate the factors that influence US consumers' attitudes toward and use of electronic banking (e-banking) and to explore the reasons that a magnitude discrepancy exists between the impact of the specific factors on consumers' attitudes and the impact on their actual behaviours. Using the data from the 2003 Survey of Consumers commissioned by the Survey Research Center at the University of Michigan, the current study found that consumers' perceptions of the characteristics of e-banking, namely the perceived advantages and problems, had different impacts on consumers' attitudes toward and their use of such service. While the perceived problems were more important in forming consumers' attitudes toward e-banking, the perceived advantages had the greatest impact on consumers' use of such service. The conclusions and discussions section also includes theoretical and practical implications drawn from the results.