An Empirical Investigation of the Determinants of User Acceptance of Internet Banking

The growth in the use of the Internet as a distribution channel of products and services offered by various businesses has been phenomenal. One such application is Internet banking services. As more and more financial institutions are finding ways to utilize Internet technologies to launch Internet banking services, an important issue is to understand what factors will impact the decisions of customers in adopting the service. Based on Davis's technology acceptance model with 4 additional variables that are theoretically justified as having influence on perceived usefulness and perceived ease of use, a research model for the investigated technology acceptance was developed and empirically examined, using responses from more than 160 intended users of the technology. Results of the data analysis generally support the model as well as 7 of 8 of the proposed hypotheses. In particular, personalization, alliance services, task familiarity, and accessibility were found to have significant influence on perceived usefulness and perceived ease of use, which, in turn, were found to be important factors in fostering a positive attitude toward accepting the services. Several implications for both research and practice have emerged and are discussed. The authors thank Leung Bun and Wong Kam Man for their efforts in assisting the research and the data collection and the anonymous reviewers for valuable comments and suggestions on an earlier version of the article.