2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality
| Format: | General Document |
|---|
| _version_ | 1860798037875490816 |
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| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2018-10-15 |
| format | General Document |
| id | 15588 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | INTERNET BANKING CONTINUANCE AMONG CUSTOMERS OF COMMERCTAL BANKS_ THE ROLE OF UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY AND E-SERVICE QUALITY (PHD_2018).pdf |
| person | Samar Rahi |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15588 |
| sourcemedia | Server storage Scanned document |
| spelling | 15588 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15588 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Samar Rahi 319 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 3.0.10; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 2018-10-15 INTERNET BANKING CONTINUANCE AMONG CUSTOMERS OF COMMERCTAL BANKS_ THE ROLE OF UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY AND E-SERVICE QUALITY (PHD_2018).pdf Internet Banking Continuance Among Customers Commercial Banks Internet banking – Customer behavior Electronic banking – Technological innovations Online banking – User acceptance – Psychological aspects Unified Theory of Acceptance and Use of Technology Unified Theory of Acceptance and Use of Technology (UTAUT) E-service quality – Banking sector 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality The expansion of information technology (IT) has become a great challenge in the business world today. Benefits from IT investment are only rcalizedthrough sustained usage, rather than initial acceptance. Therefore, designing strategies on continuously attracting user retention is one of the critical and general questions in IT global market. In order to identify which factors effect on customer's intention to continue use of intemet banking, this study aimed to develop an integrated model grounded in technology adoption (UTAUT), service quality (E-Service Quality) and technology continuance literature. The researcher wanted to determine which factors influence on internet banking user's intention and how these factors can motivate current user's to continue use of internet banking. The respondents for this study were active internet banking users. A total 750 copies of the questionnaire were distributed in three Pakistani cities: Lahore, Islamabad and Shakargarh using convenience sampling method. Therefore, 398 completed questionnaires were retrieved, giving a response rate of 53o/o of the original sample. The data was collected in four weeks beginning of September 2017. The research model was empirically tested using Structural Equation Modeling (SEM-PLS). The finding of Structural Equation Modeling (SEM) revealed that approximately 80% of the variance on customer's intention to continue use of internet banking was accounted by the predictors (R20.802). A cross comparison between UTAUT model and integrated model (UTAUT+E-SQ) depicted that the rsquare value is substantially increased from 0.539 to 0.802 when service quality factors entered into UTAUT model. Additionally, indirect effect of performance expectancy and effort expectancy was found statistically significant. This study schematized that assurance is the most influential factor among all other factors in order to determine customer's intention to continue use of internet banking. This study also confirmed that performance expectancy had mediating relationship between effort expectancy and customers intention to continue use of intemet banking. Similarly, effort expectancy had mediating relationship between customer service and performance expectancy of intemet banking users. Managerial implications were suggested with the help of importance performance matrix analysis (IPMA) by using intention to continue use of Internet banking as target construct. Finally, the study calls for researchers to use current integrated model in studying usage behaviour of online web-shoppers. Testing of newly developed integrated UTAUT model in other e-commerce domain would be valuable in establishing the external validity of the model. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| state | Terengganu |
| subject | Internet banking – Customer behavior Electronic banking – Technological innovations Online banking – User acceptance – Psychological aspects Unified Theory of Acceptance and Use of Technology (UTAUT) E-service quality – Banking sector Dissertations, Academic |
| summary | The expansion of information technology (IT) has become a great challenge in the business world today. Benefits from IT investment are only rcalizedthrough sustained usage, rather than initial acceptance. Therefore, designing strategies on continuously attracting user retention is one of the critical and general questions in IT global market. In order to identify which factors effect on customer's intention to continue use of intemet banking, this study aimed to develop an integrated model grounded in technology adoption (UTAUT), service quality (E-Service Quality) and technology continuance literature. The researcher wanted to determine which factors influence on internet banking user's intention and how these factors can motivate current user's to continue use of internet banking. The respondents for this study were active internet banking users. A total 750 copies of the questionnaire were distributed in three Pakistani cities: Lahore, Islamabad and Shakargarh using convenience sampling method. Therefore, 398 completed questionnaires were retrieved, giving a response rate of 53o/o of the original sample. The data was collected in four weeks beginning of September 2017. The research model was empirically tested using Structural Equation Modeling (SEM-PLS). The finding of Structural Equation Modeling (SEM) revealed that approximately 80% of the variance on customer's intention to continue use of internet banking was accounted by the predictors (R20.802). A cross comparison between UTAUT model and integrated model (UTAUT+E-SQ) depicted that the rsquare value is substantially increased from 0.539 to 0.802 when service quality factors entered into UTAUT model. Additionally, indirect effect of performance expectancy and effort expectancy was found statistically significant. This study schematized that assurance is the most influential factor among all other factors in order to determine customer's intention to continue use of internet banking. This study also confirmed that performance expectancy had mediating relationship between effort expectancy and customers intention to continue use of intemet banking. Similarly, effort expectancy had mediating relationship between customer service and performance expectancy of intemet banking users. Managerial implications were suggested with the help of importance performance matrix analysis (IPMA) by using intention to continue use of Internet banking as target construct. Finally, the study calls for researchers to use current integrated model in studying usage behaviour of online web-shoppers. Testing of newly developed integrated UTAUT model in other e-commerce domain would be valuable in establishing the external validity of the model. |
| title | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| title_full | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| title_fullStr | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| title_full_unstemmed | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| title_short | 2018_Internet Banking Continuance Among Customers of Commercial Banks: The Role of Unified Theory of Acceptance and Use of Technology and e-Service Quality |
| title_sort | 2018_internet banking continuance among customers of commercial banks: the role of unified theory of acceptance and use of technology and e-service quality |