Abstract
This paper empirically explores the major considerations associated with Internet-enabled e-banking systems and systematically measures the determinants of customer interactions with e-banking services. The results suggest that perceived usefulness, ease of use, security, convenience and responsiveness to service requests significantly explain the variation in customer interactions. Exploratory factor analysis and reliability test indicate that these constructs are relevant and reliable. Confirmatory factor analysis confirms that they possess significant convergent and discriminatory validities. Both perceived usefulness and perceived ease of use have significant impacts on customer interactions with Internet e-banking services. Perceived security, responsiveness and convenience also represent the primary avenues influencing customer interactions. In particular, stringent security control is critical to Internet e-banking operations. Prompt responses to service requests can encourage customers to use Internet e-banking services. The findings have managerial implications for enhancing extant Internet e-banking operations and developing viable Internet e-banking services.
Similar content being viewed by others
References
Adams DA, Nelson RR and Todd PA (1992). Perceived usefulness, ease of use, and usage of information technology: A replication. MIS Quart 16(2): 227–247.
Agarwal R and Prasad J (1999). Are individual differences germane to the acceptance of new information technologies? Decis Sci 30(2): 361–391.
Anandarajan M, Igbaria M and Anakwe UP (2000). Technology acceptance in the banking industry: A perspective from a less developed country. Inform Technol People 13(4): 298–301.
Anderson JC and Gerbing DW (1982). Some methods for respecifying measurement models to obtain unidimensional construct measurement. J Market Res 19(4): 453–460.
Bagozzi RP and Yi Y (1988). On the evaluation of structural equation model. J Acad Market Sci 16(1): 74–94.
Bahia K and Nantel J (2000). A reliable and valid measurement scale for the perceived service quality of banks. Int J Bank Market 18(2): 84–91.
Bahia K, Paulin M and Perrien J (2000). Reconciliating literature about client satisfaction and perceived services quality. J Profess Serv Market 21(2): 27–41.
Barczak G, Ellen SP and Pilling BK (1997). Developing typologies of consumer motives for use of technologically based banking services. J Bus Res 38(2): 131–139.
Bentler PM and Bonett DG (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychol Bull 88(3): 588–606.
Bollen KA (1989). Structural Equations with Latent Variables. John Wiley: New York.
Boudreau MC, Gefen D and Straub DW (2001). Validation in information systems research: A state-of-the-art assessment. MIS Quart 25(1): 1–16.
Campbell DT and Fiske DW (1959). Convergent and discriminant validation by the multitrait- multimethod matrix. Psychol Bull 56(2): 81–105.
Cheong JH and Park MC (2005). Mobile Internet acceptance in Korea. Internet Res 15(2): 125–140.
Cheung MT and Liao Z (2003). Supply-side hurdles in Internet B2C e-commerce: An empirical investigation. IEEE Trans Eng Mngt 50(4): 458–469.
Cochran WG (1977). Sampling Techniques, 3rd edn. Wiley: New York.
Cooper DN (1997). The future of work in the digital diaspora: Economic restructuring and education. J Org Change Mngt 10(2): 139.
Cronin JJ and Taylor SA (1992). Measuring service quality: A reexamination and extension. J Market 56(3): 55–68.
Dabholkar PA (1994). Incorporating choice into an attitudinal framework: Analysing models of mental comparison processes. J Consumer Res 21(1): 100–118.
Dabholkar PA (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. Int J Res Market 13(1): 29–51.
Daniel E (1999). Provision of electronic banking in the UK and the Republic of Ireland. Int J Bank Market 17(2): 72–82.
Davis FD (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quart 13(3): 319–340.
Davis FD (1993). User acceptance of information technology: System characteristics, user perceptions and behavioral impacts. Int J Man-Machines Stud 38: 475–487.
Davis FD, Bagozzi RP and Warshaw PR (1989). User acceptance of computer technology: A comparison of two theoretical models. Mngt Sci 35(8): 982–1003.
Devaraj S, Fan M and Kohli R (2002). Antecedents of B2C channel satisfaction and preference: Validation e-Commerce metrics. Inform Syst Res 13(3): 316–333.
Dewan R and Seidmann A (2001). Current issues in e-banking. Commun ACM 44(6): 31–32.
Dutta A and McCrohan K (2002). Management's role in information security in a cyber economy. California Mngt Rev 45(1): 67–87.
Eriksson K, Kerem K and Nilsson D (2005). Customer acceptance of Internet banking in Estonia. Int J Bank Market 23(2/3): 200–216.
Fishbein M and Azjen I (1975). Belief, Attitudes, Intention, and Behavior. Addison-Wesley: New York.
Gefen D and Keil M (1998). The impact of developer responsiveness on perceptions of usefulness and ease of use: An extension of the technology acceptance model. Database Adv Inform Syst 29(2): 35–49.
Gefen D, Karahanna E and Straub DW (2003a). Inexperience and experience with online stores: The importance of TAM and trust. IEEE Trans Eng Mngt 50(3): 307–321.
Gefen D, Karahanna E and Straub DW (2003b). Trust and TAM in online shopping: An integrated model. MIS Quart 27(1): 51–90.
Gefen D, Straub DW and Boudreau MC (2000). Structural equation modelling and regression: Guidelines for research practice. Commun AIS 4(4): 1–79.
Hair JF (2000). Marketing Research: A Practical Approach for the New Millennium. Irwin/McGraw-Hill: Boston, MA.
Hansen JV (2001). Internet commerce security: Issues and models for control checking. J Opl Res Soc 52(10): 1159–1164.
Howcroft B, Hamilton R and Hewer P (2002). Consumer attitude and the usage and adoption of home-based banking in the United Kingdom. Int J Bank Market 20(2/3): 111–121.
Hu LT and Bentler PM (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Struct Equat Model 6(1): 1–55.
Jackson CM, Chow S and Leitch RA (1997). Toward an understanding of the behavioral intention to use an information system. Decis Sci 28(2): 357–389.
Johnson MD (1984). Consumer choice strategies for comparing non-comparable alternatives. J Consumer Res 11(3): 741–753.
Jöreskog KG and Sörbom D (1989). LISREL 7: A Guide to the Program and Application. SPSS Inc.: Chicago, IL.
Lai VS and Li H (2005). Technology acceptance model for internet banking: An invariance analysis. Inform Mngt 42(2): 373–386.
Legris P, Ingham J and Collerette P (2003). Why do people use information technology? A critical review of the technology acceptance model. Inform Mngt 40(3): 191–204.
Liao Z and Cheung MT (2001). Internet-based e-shopping and consumer attitudes: An empirical study. Inform Mngt 38(5): 299–306.
Liao Z and Cheung MT (2002). Internet-based e-banking and consumer attitudes: An empirical study. Inform Mngt 39(4): 283–295.
Liao Z and Cheung MT (2003). Challenges to Internet e-banking. Commun ACM 46(12): 248–250.
Lunt T (1996). Securing the information infrastructure. Commun ACM 39(6): 130.
Maruyana GM (1998). Basics of Structural Equation Model. Sage Publications: Beverly Hills, CA.
Muthén BO and Muthén L (2001). Mpus: The Comprehensive Modeling Program for Applied Researchers User Guide. Muthen and Muthen: Los Angeles, CA.
Parasuraman A, Zeithaml VA and Berry LL (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J Retailing 64(1): 12–40.
Salisbury WD, Pearson RA, Pearson AW and Miller DW (2001). Perceived security and World Wide Web purchase intention. Ind Mngt Data Syst 101(3/4): 165–176.
Steiger JH (1990). Structural model evaluation and modification: An interval estimation approach. Multivariate Behav Res 25(2): 173–180.
Straub DW (1989). Validating instruments in MIS research. MIS Quart 13(2): 147–169.
Straub DW, Limayem DM and Karahanna-Evaristo E (1995). Measuring system usage: Implications for IS theory testing. Mngt Sci 41(8): 1328–1342.
Szajna B (1996). Empirical evaluations of the revised technology acceptance model. Mngt Sci 42(1): 85–92.
Taylor S and Todd P (1995). Assessing IT usage: The role of prior experience. MIS Quart 19(4): 561–570.
Venkatesh V and Davis FD (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Mngt Sci 46(2): 186–204.
Zeithaml VA (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. J Acad Market Sci 28(1): 67–85.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Liao, Z., Wong, W. The determinants of customer interactions with internet-enabled e-banking services. J Oper Res Soc 59, 1201–1210 (2008). https://doi.org/10.1057/palgrave.jors.2602429
Received:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1057/palgrave.jors.2602429