Abstract
The aim of this paper is to determine the significance of the impact of website quality on the expected performance and the actual use of e-banking. The aim of this paper is to create a model that identifies the impact of website quality on the use of electronic banking. With Unified Theory of Acceptance and Use of Technology (UTAUT) and use of technology as a theoretical basis, this paper identifies specific features of websites and their impact on the use of internet banking by tourists in destinations. In general, the results of our research show that the perceived quality of the website is a multi-dimensional concept. The quality of the website has an indirect impact on the behavior of the user, which is expressed by the frequency of using internet banking. This indirect effect is mediated by the expected performance factor.
Highlights
Continuous advances in online technologies and related applications enable consumers to interact with businesses and institutions in several ways
This model is intended to explain how the elements that we present as factors of website quality affect user behavior in the context of using electronic banking
We focus on EU-based banking institutions and the tools they provide in an online environment that facilitate work with their products and electronic banking itself
Summary
Continuous advances in online technologies and related applications enable consumers to interact with businesses and institutions in several ways. As Vila and Kuster (2011) observe in their study, companies spend a significant amount of this effort on improving the visual and design of their websites and on enhancing the quality of their customers' interactive experiences. Further research in this area usually focuses on exploring the relationship between website design and consumer behavior (Kwon, Kim & Lee 2002; Moss, Gunn & Heller 2006). In the interests of both parties (organizations and consumers), it is very important to monitor and analyze the real perception and the main reasons for consumers' willingness to adapt to these technologies (Lee 2009; Streimikiene & Ahmed, 2021; Gorączkowska, 2020)
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