E-banking in Colombia: factors favouring its acceptance, online trust and government support

Abstract

Purpose The purpose of this paper is to examine the adoption of e-banking in Colombia, including a comprehensive analysis of consumer trust in this type of transaction and of the impact of the current government policy to promote e-commerce. Design/methodology/approach An empirical investigation based on the UTAUT2 model collected data from throughout the country to develop 600 online questionnaires. Findings The proposed model was validated in that the factors hypothesised to build trust in the use of electronic banking were shown to be significant: trust, performance expectancy and effort expectancy had a positive impact on the use of financial websites in Colombia, while government support did not have a significant impact. Research limitations/implications The study explains the antecedents to trust, as well as the government support variable, and concludes by producing a model that is highly successful in predicting financial customers’ online behaviour. Practical implications The results can help Colombia’s Government and private banks to further develop trust and other conditions necessary for e-banking. Social implications Studies on the adoption of electronic banking provide users of these services solutions for their needs. Government policies to support the development of e-banking are not viewed favourably by Colombians. Originality/value This study is one of the first to present empirical findings on the acceptance of e-banking in Latin America; it further presents a model that integrates the most important variables needed for an analysis of the acceptance of e-banking.

Adoption Intention of Fintech Services for Bank Users: An Empirical Examination with an Extended Technology Acceptance Model

“…I believe Fintech services keep my personal information safe. Chong et al [62] and Sanchez et al [72] Overall I believe Fintech services are trustable.…”

“…In the design of the questionnaire, this paper made full reference to the problems of domestic and foreign scholars in relevant research and made appropriate expansions and adjustments according to the characteristics of Fintech services studied in this paper, as shown in Table 2. PU was adopted from Lockett et al and Huh et al [68,69]; PEU was adopted from Cheng et al and Wang et al [70,71]; TRU was adopted from Chong et al and Sanchez et al [62,72]; BI was adopted from Ha et al and Ruparelia et al [73,74]; PR, GS, UI, ATT, and INT were adopted from Marakarkandy et al, Grabner-Kr et al, Zhang et al,and Patel et al [19,64,75,76]. The scale consisted of nine latent variables as external influencing factors, and each variable was composed of two to six measurement variables.…”

Acceptance of mobile commerce in low-income consumers: evidence from an emerging economy

“…The positive and significant relationship between this variable and use behavior has been confirmed in different literature reviews ( Khechine et al., 2016 ; Williams et al., 2015 ). Behavioral intention was found to significantly and positively predict the use of established digital payment systems ( Sivathanu, 2018 ), mobile app-based shopping ( Savita Panwar, 2017 ), adoption of Internet banking ( Martins et al., 2014 ; Sánchez-Torres et al., 2018 ), and the use of m-banking ( Al Mashasba and Othman Nassar, 2012 ; Oliveira et al., 2014 ; Yu, 2012 ). The use of new technological systems can also be predicted by the intention to use it ( Venkatesh and Zhang, 2010 ) and consequently increasing online purchases intention ( Pavlou, 2003 ; Pavlou et al., 2007 ; Perea y Monsuwé et al., 2004 ; Sheppard et al., 1988 ; Sing and Matsui, 2017 ).…”

Drivers of Mobile Payment Acceptance in China: An Empirical Investigation

“…Moreover, government regulations can either encourage or hinder the adoption of innovation [49]; the government can provide financial incentives and assist in training personnel with logistics skills to promote the more efficient use of RFID [27], while, on the other hand, the severe intervention of governments and some bureaucracies has limited the diffusion of Information and Communications Technology (ICT), and both excessive intervention and nonsupport limit the development of new technologies. Sánchez-Torres et al [50] argued that government support is indispensable for the successful implementation of e-learning projects. In addition, previous studies have confirmed that government support has a significant impact on the adoption of innovative information technologies [50][51][52].…”

“…Sánchez-Torres et al [50] argued that government support is indispensable for the successful implementation of e-learning projects. In addition, previous studies have confirmed that government support has a significant impact on the adoption of innovative information technologies [50][51][52].…”