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...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2019-06-01
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| Series: | Innovative Marketing |
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| Online Access: | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/12094/IM_2019_02_Kaur.pdf |
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| author | Amandeep Kaur Garima Malik |
| author_facet | Amandeep Kaur Garima Malik |
| author_sort | Amandeep Kaur |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-6f8e2b1cb5db47138be2b128351f16bb |
| institution | DOAJ |
| issn | 1814-2427 1816-6326 |
| language | English |
| publishDate | 2019-06-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Innovative Marketing |
| spelling | doaj-art-6f8e2b1cb5db47138be2b128351f16bb2025-08-20T03:10:02ZengLLC "CPC "Business Perspectives"Innovative Marketing1814-24271816-63262019-06-01152425710.21511/im.15(2).2019.0412094Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service qualityAmandeep Kaur0Garima Malik1Research Scholar, Management Studies Faculty, Department of Amity Business School, Amity University Associate Professor and Research Scholar, Management Studies Faculty, Department of Amity Business School, Amity UniversityThis 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.https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/12094/IM_2019_02_Kaur.pdfconsumer researchcustomer acquisitioncustomer attitudeelectronic bankingtechnology acceptance |
| spellingShingle | Amandeep Kaur Garima Malik Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality Innovative Marketing consumer research customer acquisition customer attitude electronic banking technology acceptance |
| title | Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality |
| title_full | Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality |
| title_fullStr | Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality |
| title_full_unstemmed | Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality |
| title_short | Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality |
| title_sort | examining factors influencing indian customers intentions and adoption of internet banking extending tam with electronic service quality |
| topic | consumer research customer acquisition customer attitude electronic banking technology acceptance |
| url | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/12094/IM_2019_02_Kaur.pdf |
| work_keys_str_mv | AT amandeepkaur examiningfactorsinfluencingindiancustomersintentionsandadoptionofinternetbankingextendingtamwithelectronicservicequality AT garimamalik examiningfactorsinfluencingindiancustomersintentionsandadoptionofinternetbankingextendingtamwithelectronicservicequality |