Internet Banking Adoption Research Articles

ANALISIS PENGARUH PERCEIVED RISK, SOCIAL NORMS, USEFULNESS, DAN TRUST TERHADAP ADOPSI MOBILE BANKING DAN INTERNET BANKING

The purpose of this study was to determine the influence of perceived risk, social norms, usefulness and trust towards the adoption of mobile banking and internet banking in Indonesia. Independent variables in this study were perceived risk, social norms, usefulness and trust. Dependent variables used were the adoption of mobile banking and internet banking. The control variables of this study were gender, age, education, profession and understanding of technology.The research used questionnaire for data collection. The respondents were active users of mobile banking services banking and internet banking. The sampling technique used was purposive sampling. This study uses regression analysis. The analytical tool used to test the hypothesis is SPSS 20.These results indicate that not all independent variables showed significant effects on the dependent variable. Perceived risk has a negative influence on the adoption of mobile banking and internet banking. Social norms and trust have a positive influence on the adoption of mobile banking and internet banking. Usefulness has no influence on the adoption of mobile banking and internet banking. The control variables of age proved to be a positive influence on the adoption of mobile banking and internet banking. However, other variables, namely gender, education, profession and understanding of the technology do not affect the adoption of mobile banking and internet banking.

Benefit and Sacrifice Factors Determining Internet Banking Adoption in Iraqi Kurdistan Region

Internet banking experience varies across different situations in various countries and, in turn, generate dissimilar attitudes and behaviours of banking customers. One region that is experiencing difficulties related to Internet banking and where bank managers remain unsuccessful in persuading bank customers to adopt Internet banking is Iraqi Kurdistan Region (IKR). To enhance the extant knowledge of the reasons behind this issue, the current research focused on identifying the determinants of Internet banking adoption in IKR and sought to investigate the effect of benefit factors (perceived usefulness, perceived ease of use, and perceived system quality) and sacrifice factors (perceived cost and perceived risk) on behavioural intention to use and, in turn, actual use of internet banking in IKR. To achieve this aim, this research conceptualized a model inspired by Technology Acceptance Model (TAM). The study conducted a quantitative approach and used a self-administrated questionnaire as the research instrument. Data were collected from 412 respondents. Structural Equations Modelling (SEM) was applied as the suitable inferential analytical method for analysing the data. The results generated revealed the significant role of perceived usefulness, perceived ease of use, perceived system quality and perceived risk on behavioural intention to use Internet banking. This research theoretically and practically contributed to knowledge through clarifying the perception of bank customers toward adopting Internet banking in IKR and revealing the importance of benefit and sacrifice factors in explaining behavioural intention to use Internet banking. Keywords: Benefit Factors, Sacrifice Factors, Internet Banking Adoption.

The Importance of Individual Technology Factors for Adoption of Internet Banking

The main objective of this study is to find the factors that motivate customers to adopt Internet banking services. It is concerned with an empirical investigation of individual factor technology that could predict successful IBSA. Survey method is used questionnaires are administered on 535 persons in public university staffs already using internet banking services. The findings reveal that individual factors technology is high significant (IFT). It shows four significant relationships between Internet technology literacy toward internet banking adoption (β=.466, T=5.672, P<.000); Resistance to change toward internet banking adoption(β= -0.118T=2.262, P<.024); Risk of technology toward internet banking adoption (β=-O.125,T=3.838, P<.000) and Anxiety of technology toward internet banking adoption (β=-0.172, T=4..821, P<0.000). The results are discussed in the context of internet banking adoption / actual usage. Index Terms- Individual factors technology, Internet technology literacy, SEM DOI : 10.7176/EJBM/11-36-01 Publication date: December 31 st 2019

Adoption of Internet Banking Services by Corporate Customers for Forex Transactions Based on the TRA Model

The digital banking system provides numerous advantages to customers, however, there is still a lack of trust among some corporate customers. Absence of face-to-face interaction makes it very impersonal. Thus, customers are more comfortable dealing with people in a physical bank setting that provides personalized services as opposed to mechanical interaction. Many customers still do not trust the online mode of service especially for money related transactions. Users who are not familiar with internet banking feel very uncomfortable as they have doubts regarding the accuracy of the transactions done online. The study looked to identify the factors inhibiting the corporate customers of FNB Industrial Branch from adopting internet banking technologies. The data was collected through closed ended questionnaires that were administered face-to-face within FNB Industrial Branch. The study focused on corporate customers and was administered to 132 respondents which represented an 88% response rate. The data labelling and cleaning were done using SPSS. Cronbach’s Alpha was used for measuring the total consistency between all items of the instrument and internal consistency among items for each dimension. After reliability analysis, it was established that the key factors influencing internet banking were: performance expectancy, control factors, social influence and behavioural intention. A simple regression analysis was conducted to test the research hypotheses following the criteria established by considering use of internet for forex transactions as the dependent variable. All of the independent variables were positive but only one was significant at the confidence level of P ≤ 0.05. Only social influence is said to have an effect on internet use for Forex transactions, therefore, based on the study, social influence would be a stronger factor leading to adoption of internet banking for Forex transactions.

Analysis of differences in Banking Profitability Ratios before and after adoption of Internet Banking to bank listed on the Indonesian Stock Exchange (IDX)

Analysis of differences in Banking Profitability Ratios before and after adoption of Internet Banking to bank listed on the Indonesian Stock Exchange (IDX)

The Adoption of Online Internet Banking in Islamic Banking Industry

This research is conducted to investigate the factors impact Islamic bank’s consumers in adopting online internet banking. To test the hypotheses developed, this study uses the extended theory of The Unified Theory of Acceptance and Use of Technology (UTAUT) consisting of expected performance, effort expectations, social influences, facility conditions, and religious factors. This study utilizes 250 Islamic banking customers as the sample, gathered from Bandung and Jakarta. Using Partial Least Square Modelling as the data analysis method, the results reveals that the expected performance and religious factor are the most important determinants for Islamic banking customers to adopt online services. This research extends the existing knowledge of internet banking adoption in the context of Islamic banking. From a practical perspective, this study provides a guidance and strategy for Islamic bank managers to encourage their customers to adopt online internet banking services.

FACTORS INFLUENCING CONSUMER’S BEHAVIOR TOWARDS THE USAGE OF INTERNET BANKING

The purpose of the present study is to understand the factors influencing adoption of internet banking in Malaysia. A model has been proposed based on the technology acceptance model (TAM). The proposed model is referred to as extended TAM and is better suited to identify and quantify the important factors that influence adoption of internet banking (IB) technology in the country. Data were collected from 487 individuals who are either current or prospective internet banking users. Partial Least Squared (PLS) was used to identify the important factors affecting technological adoption. It is found that perceived usefulness (PU) and familiarity have a significant relationship towards the behavior of users to use IB. Perceived ease of usefulness (PEU), awareness and opportuneness on the other hand, have been identified as not having significant relationship towards the behavior of consumers to use IB in the tested mediated model. This study enables IB service providers in Malaysia to design new service offerings or modify current service offerings to achieve higher adoption rates in IB.

소비자의 인터넷 뱅킹 이용 경험과 이용 수준에 영향을 미치는 요인 :Pc뱅킹과 스마트폰 뱅킹의 비교를 중심으로 (Study on the Factors Affecting Korean Consumers’ Internet Banking Adoption and Use Behavior: Differences between PC Banking and Smartphone Banking)

Korean Abstract: 소비자금융 채널의 중심이 오프라인에서 온라인으로 이동하고 있는 현 상황을 고려할 때, 인터넷뱅킹 이용에 영향을 미치는 소비자의 특성을 실증분석을 통해 확인할 필요가 있다. 본 연구는 한국소비자원이 2017년 조사한 자료를 사용하여, 인터넷뱅킹 이용 경험 유무와 인터넷뱅킹 이용 수준에 영향을 미치는 요인을 분석하였다. 분석 결과에 의하면 첫째, 인터넷뱅킹 이용 경험이 있는 사람의 특성은 고용상태(직업 있음), 연령(-), 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+), 지각된 위험수준(-)과 밀접한 관련이 있었으며, 둘째, PC 기반의 인터넷뱅킹 경험유무과 스마트폰 기반의 인터넷뱅킹 경험유무에 각각 영향을 미치는 요인을 비교해 보았을 때, PC 기반의 인터넷뱅킹 경험 가능성에 영향을 미치는 변수는 성별(남성), 연령(-), 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+)과 관련이 있었으며, 스마트폰 기반의 인터넷뱅킹 경험 가능성에 영향을 미치는 변수는 인터넷뱅킹에 대한 자기효능감(+)이었다. 셋째, PC 기반의 인터넷뱅킹 이용 수준에 영향을 미치는 변수와 스마트폰 기반의 인터넷뱅킹 이용 수준에 영향을 미치는 변수를 각각 분석하여 비교한 결과, 영향을 미치는 변수가 동일하였으며, 직업유무(+), 연령(-)과 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+)이 PC 및 스마트폰 기반의 인터넷뱅킹 이용 수준에 공통적으로 영향을 미치는 것으로 나타났다. 결론적으로, 향후 인터넷뱅킹의 세대 및 소득계층 간의 활용성 격차가 현재의 양극화 현상을 심화시킬 가능성에 대한 논의와 그에 대한 대책 방안을 모색하는 것이 필요하다고 하겠다. English Abstract: Although the channel of consumer finance has been moving from offline to online since the early 2000s, a few consumers are still unfamiliar with Internet banking services. This study examined the factors affecting Korean consumers’ Internet banking adoption and use behavior, focusing on the differences between PC banking and smartphone banking. The data used in this study was collected by the Korea Consumer Agency during November 2017, and the sample frame included consumers with various age groups, ranging from their 20s to 80s. The major results of this study are follows. First, consumers who were employed, aged in their 20s to 40s, earned monthly household income over 2,500 thousand won, high in the level of self-efficacy, and low in the level of perceived risk were more likely to use Internet banking services. Second, the consumers’ level of self-efficacy was a common factor for enhancing the likelihood of experiencing a PC-based Internet banking service, as well as the smartphone-based Internet banking service. Third, consumers who were unemployed, aged in their 50s to 60s, and low in the level of self-efficacy were less likely to use Internet banking services frequently. Fourth, consumers those who were unemployed, aged in their 50s to 60s, and low in the level of self-efficacy, were more likely to have a higher number of consumer- finance related mobile applications in their smartphones. Based on the above findings, potential problems can occur in the future with respect to the different levels of Internet banking use behavior, as well as its adoption. To reduce the gap between the high-use group and low-use group, provisions of the consumer education program, specifically targeting the improvement of self-efficacy, are required for relatively vulnerable consumers in terms of the generation and income level.

소비자의 인터넷 뱅킹 이용 경험과 이용 수준에 영향을 미치는 요인: PC뱅킹과 스마트폰 뱅킹의 비교를 중심으로

소비자금융 채널의 중심이 오프라인에서 온라인으로 이동하고 있는 현 상황을 고려할때, 인터넷뱅킹 이용에 영향을 미치는 소비자의 특성을 실증분석을 통해 확인할 필요가 있다. 본 연구는 한국소비자원이 2017년 조사한 자료를 사용하여, 인터넷뱅킹 이용 경험유무와 인터넷뱅킹 이용 수준에 영향을 미치는 요인을 분석하였다. 분석 결과에 의하면 첫째, 인터넷뱅킹 이용 경험이 있는 사람의 특성은 고용상태(직업 있음), 연령(-), 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+), 지각된 위험수준(-)과 밀접한 관련이 있었으며, 둘째, PC 기반의 인터넷뱅킹 경험유무과 스마트폰 기반의 인터넷뱅킹 경험유무에 각각 영향을 미치는 요인을 비교해 보았을 때, PC 기반의 인터넷뱅킹 경험 가능성에 영향을 미치는 변수는 성별(남성), 연령(-), 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+)과 관련이 있었으며, 스마트폰 기반의 인터넷뱅킹 경험 가능성에 영향을 미치는 변수는 인터넷뱅킹에 대한 자기효능감(+)이었다. 셋째, PC 기반의 인터넷뱅킹 이용 수준에 영향을 미치는 변수와 스마트폰 기반의 인터넷뱅킹 이용 수준에 영향을 미치는 변수를 각각 분석하여 비교한 결과, 영향을 미치는 변수가 동일하였으며, 직업유무(+), 연령(-)과 소득수준(+), 인터넷뱅킹에 대한 자기효능감(+)이 PC 및 스마트폰 기반의 인터넷뱅킹 이용 수준에 공통적으로 영향을 미치는 것으로 나타났다. 결론적으로, 향후 인터넷뱅킹의 세대 및 소득계층 간의 활용성 격차가 현재의 양극화 현상을 심화시킬 가능성에 대한 논의와 그에 대한 대책 방안을 모색하는 것이 필요하다고 하겠다.

ANTECEDENTS AND CONSEQUENCES OF CUSTOMER INTENTION TO ADOPT INTERNET BANKING THROUGH GAMIFICATION

Purpose – The purpose of this research is to analyze the influence of gamification in the use of internet banking on the intention of customers to adopt and recommend internet banking towards Compatibility, Innovativeness, Web Design, Web Characteristic, Performance Expectancy, Effort Expectancy . This research will help the Bank to measure the effect of gamification towards their customer to use Internet Banking. So they can innovate their Internet Banking system to be more fun and entertaining, so the customer will feel more enjoy to use and they will recommend to other people. Design/methodology/approach – 192 responses were collected from customers of internet banking user by using an online questionnaire. Using the convenience sampling approach. The collected data was analyzed using SEM with the help of PLS. Findings – The results indicate that intention to adopt internet banking is positively affected by Innovativeness, Web Design Performance Expectancy and Effort Expectancy . While compatibility and web characteristic doesn’t have a positive effect. The moderating effect of gamification suggested that the relationship between customer intention to adopt and customer intention to recommend will make the gamification effect become weak. Practical Implications – The research suggests that web designer and bank management should focus on the website design of the internet banking. Enjoyable internet banking website with reward and point system will help to improve user’s intention to adopt and intention to recommend internet banking with others. So the bank should make an innovative reward system for every transaction in internet banking. Originality/value – This research provide the technology acceptance construct and adding the game elements in technology perspective of internet banking as a moderating effect, to analyze the element effect towards intention to use and intention to recommend.

Integration of UTAUT model in internet banking adoption context

PurposeTechnology acceptance, especially internet banking adoption, has become a vital issue in the business world today. The potential of this technology is enormous. The purpose of this study is to ascertain determinants of internet banking adoption using unified theory of acceptance and use of technology (UTAUT) and electronic service (e-service) quality, which accounts for changes in user’s intention to adopt internet banking.Design/methodology/approachThe authors collected data from customers of commercial banks using structured questionnaires. The data were collected in four weeks in the beginning of September 2017. A two-stage approach of confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used for data analysis.FindingsThe results reveal that integrated UTAUT model had significant influence on user intention to adopt internet banking. Findings of the SEM indicated that approximately 80 per cent of the variance in user intention to adopt internet banking was accounted by predictors. The study schematized that assurance is the most influential factor among all other technology and service quality factors. Additionally, performance expectancy and effort expectancy were found to be positive and significant mediator variables among website design, customer service and customer’s intention to adopt internet banking.Practical implicationsIt is recommended that both website designers and managers should focus on technology and service quality factors to boost the confidence of internet banking users. Importance performance matrix analysis suggested that managers should provide assurance to internet banking users, so that they could maintain a long-term relationship with internet banking services. The study calls researchers to test the integrated UTAUT model in other electronic commerce (e-commerce) domains such as online booking or online shopping websites.Originality/valueTo the best of author’s knowledge, this study is the first that extend the UTAUT model with four e-service quality dimensions, namely, website design, customer service, assurance and reliability to investigate user’s intention to adopt internet banking in developing country context of Pakistan. More importantly, the mediating role of performance expectancy and effort expectancy is examined first time within integrated UTAUT model. Furthermore, the integration of UTAUT model contributes to the advancement of internet banking acceptance and offers useful insights to researchers and policy-makers on how to enhance internet banking acceptance among customers of commercial banks.

Effect of Internet Banking On the Performance of First Bank Nigeria Plc Abuja

The study examines the effect of internet banking on non financial performance of First bank Nigeria Plc, Abuja. The study used survey research design and employed the use of structured questionnaire administered to the employees of 41 branches of First Bank Plc, Abuja. A population of 2231 employees was targeted and a sample size of 337 was derived using Taro Yamane formula. Point in time data was collected from primary source and Ordinary Least Square was adopted in analysing the data. Findings reveal that internet banking proxies such as cheap internet costs, 24 hours internet services and ICT competence of customers contributed significantly to the performance of First Bank Nigeria plc Abuja. The study concludes that the effect of internet banking on the performance First Bank Nigeria Plc, Abuja is significant. It is therefore recommended that First Bank Nigeria Plc, Abuja should continue to adopt internet banking since it contributes significantly to their operational performance.

Client Cluster Identification of Internet Bank Services

Remarkable developments and innovation in the information and communication technology has led to significant paradigm shift in banking sector. Internet banking phenomenon has been widely accepted by the banks, as a convenient channel of service delivery owing to its multiple advantages. In spite of being beneficial to the users as well, the acceptance rate of this delivery channel is very slow among bank’s clients. In order to increase consumer internet banking, banks must take steps to leverage internet banking adoption among customers. Banks have to promote internet banking by segmenting their targeted customers and positioning them with suitable strategies. This study aims at segmenting the customers based on their usage of services and to identify the perceptions of consumer segments regarding the various attributes of online banking. Hierarchical cluster analysis, k-means cluster analysis was used to segment the respondents based on their usage of the internet banking service. The respondents were formed into three clusters viz, extensive users, moderate users and constrained users. A profile of each segment of user is made based on their demographic, psychographics and perception towards attributes of internet banking. Subject to their profile, usage patterns and their perception towards different attributes of internet banking, various recommendations were made to the service providers to formulate strategies targeting the specific type of users. This study would be facilitate the bankers to draft user focused strategies for increased usage of internet banking services.

Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality

This study conceptualizes and tests an integrative research model based on extended technology acceptance model (TAM) by integrating electronic service quality to strengthen the customer behavioral intention mediated through brand attitude in the context of e-banking in India. This study applies the cognitive, affective, and conative sequence to measure the antecedents and results of electronic service quality. The study has gathered a total of 455 usable responses by self-administered questionnaire through convenience sampling from young employed graduates aged between 16 and 29 years. Structural equation modelling techniques have been applied to the data and the results have provided that dimensions of electronic service quality model (customer service, web design, assurance, preferential treatment, information provision) relate to the electronic service quality. Electronic service quality and perceived usefulness significantly build customer attitude and intention to use internet banking services. However, against the TAM postulation, perceived ease of use does not influence customer’s intention to adopt internet banking service.

Impact of Online Banking Adoption on Bank’s Profitability: Evidence from Bangladesh

The rise in information technologies has transformed banking industry worldwide. To stay competitive, banks are introducing internet banking with the motive to achieve higher productivity and efficiency, reduce cost and increase profit. In Bangladesh, the impact of this new distribution channel in improving bank’s performance is yet to be measured. It is against this backdrop this research is conducted to identify whether performance of banks that has adopted internet banking is different from banks yet to adopt internet banking. Furthermore, it is to be seen whether there is significant change in performance of banks before and after implementation of internet banking. Performance was measured through Return on Asset (ROA) and Return on Equity (ROE). Secondary data were collected from annual report of all the 30 listed banks in Bangladesh. The results revealed that ROA and ROE of banks with online banking is higher compared to banks without online bank. However, the results were insignificant. Furthermore, ROA and ROE were found out to be lower after implementation of internet banking and is statistically significant. Such findings could be attributed to the initial cost allocated for infrastructure development and fail to attract customer to adopt online banking in mass scale. Thus with investment done, the benefit could not be realized during the initial period of internet banking adoption.

An Essential Review of Internet Banking Services in Developing Countries

Abstract In the absence of a literature review for an adoption of internet banking in developing countries, this study was conducted to review and summarize the most evaluated articles in the literature. The significance of this work came from three concepts which are to highlight the concepts of research in developing countries, to accentuate the dominant models which have been used effectively in analyzing the constructs in adopting internet banking, and thirdly, to shed some light on the gaps in the potential applications for the system in the future. The Technology Acceptance Model, Theory of Reasoned Action, Theory of Planned Behaviour, Unified Theory of Acceptance and Use of Technology and Self Designed models have been used by most of the researchers in this review with a higher frequency of the Technology Acceptance Model among them. The results from this review are limited to 28 articles which were selected from a total of 110. The sources were from the search engines of Science Direct, Emerald Insight, Growing Science, International Business Information Management Association and Canadian Central of Science and Education and other different types of journal publications. The factors revealed to have important effects on the acceptance and adoption of the system were trust, perceived ease of use, and perceived usefulness, security and privacy and social influences.

Investigating Customer Behavior towards Using Internet Banking: A Study of Afghanistan International Bank

Examining the effects of Design Features and Behavioral Intention on customer’s Behavior to using or adoption internet banking in Afghanistan International Bank is concerned. The aim of this research is to investigate the customer Behavior towards using internet banking services. The research is based on an empirical study using questionnaire as survey instrument to test the hypothesis. The influences of independent variables on depended variable are considered. A pilot study is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 200 Questionnaire are distributed among the Afghanistan International Bank customers for the present study, the procedure adopted for the present study is categorized as convenience sampling method, and collected data is analyzed using SPSS software. The outcome concluded that 2 variables of design features and the Behavioral Intention have significantly positive effect on the customers’ Behavior to adopt internet banking services. Results indicates that 72 percent of bank customers’ Behavior toward using or adopting the internet banking services in Afghanistan International Bank significantly depends on the Behavioral Intention. Extending to examine the Theory of Planned Behavior in the rest major provinces of Afghanistan, and with the other Afghan private and government banks are recommended for the future researchers.

A Study on Impact of Perceived Risk and Online Trust on Attitude towards Internet Banking Usage in India

Purpose:The purpose of this paper is to analyse how online trust and perceived risk influences attitude toward internet banking usage.This study seeks to investigate the role of online trust and perceived risk in the context of internet banking. Design/Methodology/Approach: Psychometric properties for each perceived risks of adopting internet banking were measured using Cronbach alpha and first order confirmatory factor analysis (CFA). Next, second order CFA was performed to measure the relative importance of each risk facets. Further structure equation modeling using AMOS software was performed to understand the impact of perceived risk and online trust on attitude toward internet banking usage. The sample consists of 200 internet banking adopters and nonadopters. Findings: Five facets of risk involved in internet banking were identified and these facets were: security risk, financial risk, privacy risk, time loss risk and performance risk and it was also found that respondents did not perceive social risk in internet banking adoption. The results confirm that perceived risk has negative impact while online trust has positive impact on attitude towards internet banking adoption. Practical Implimentation: Indian banking industry needs some advertisement campaign to increse online trust and reduce perceived risk related to internet banking adoption. It is important for bank managers to understand how to create online trust for internet banking. Main influencing risks to internet banking adoption are financial risk and time loss risk. Bank managers should communicate with their target audience that internet banking is financially safe and it will save your time.

Investigating the role of UTAUT and e-service quality in internet banking adoption setting

PurposeTechnology adoption is a great challenge in the banking sector of Pakistan. A recent report issued by state bank of Pakistan revealed that there is a squeak growth, only 3 percent, in internet banking adoption. In order to effectively delve into the issue of internet banking adoption, the purpose of this paper is to use unified theory of acceptance and use of technology factors, namely performance expectancy and effort expectancy and e-service quality (E-SQ), as theoretical lens for this study.Design/methodology/approachThe research model was empirically tested using 398 valid responses from customers of commercial banks in Pakistan. The theoretical model was tested using structural equation modeling.FindingsFindings indicate that performance expectancy, effort expectancy, website design, customer service, assurance and reliability have direct influence on user intention to adopt internet banking. Results revealed that approximately 79 percent of variance in user intention to adopt internet banking was explained by predictors. In addition, the mediating role of performance expectancy and effort expectancy among website design, customer service and user intention was also confirmed.Practical implicationsFor researchers, this study provides a base of integrated technology model and it suggests using this model in other online domains such as mobile payment and online web-shopping for further refinement. For policymakers, understanding the key constructs is important to design, refine and implement new internet banking website that, in turn, will boost internet banking adoption trend among users of commercial banks.Originality/valueThis paper makes a unique contribution toward information system and services marketing literature. The study schematized that website design, customer service, assurance and reliability are the key dimensions of E-SQ and significantly influence the user intention to adopt internet banking.

Understanding the internet banking adoption factors in the Romanian market

Abstract Online banking services create a way to reduce costs, attracting new segments of population and growing the bank performance and improvement of services. Client’s satisfaction is the main benefits of the banks. The aim of the paper is to investigate and to analyze the factors that influence the adoption of internet banking system in Romania. One of the problems faced by consumers using Internet banking is confidentiality. This makes security in transactions to be essential. For this, the main objectives are: identifying critical factors that contribute to the acceptance of internet banking system and the link between them and also identifying the demographic factors that influence the adoption of this system in Romania. The data collection was done by a quantitative research using the questionnaire method as a survey tool and it was made up of questions measured using the Likert scale. It contains variables based on the construct’s relevance to Internet Banking. All assumptions about the relationship between dependent variables and independent variables are developed and tested using multiple reliability, validity, and regression. It was used a statistical software and with it were analised 6 independent variables, named social influence, perceived ease of use, perceived usefulness, perceived risk, perceived confidence and intention to use Internet banking. The attitude toward using Internet banking system will be the dependent variable. To verify the acceptability model’s validity, it was used the Structural Equations Model. The results are partly supported by the developed hypotheses and are presented after the reliability test where Cronbach’s Alpha is calculated suggesting the internal reliability of the consistency for the scale. The significant effect that influences the attitude toward using Internet banking system is represented by the perceived usefulness, the perceived risk, the perceived confidence and the intention to use internet banking.