Investigating the role of UTAUT and e-service quality in internet banking adoption setting

Abstract

Purpose Technology adoption is a great challenge in the banking sector of Pakistan. A recent report issued by state bank of Pakistan revealed that there is a squeak growth, only 3 percent, in internet banking adoption. In order to effectively delve into the issue of internet banking adoption, the purpose of this paper is to use unified theory of acceptance and use of technology factors, namely performance expectancy and effort expectancy and e-service quality (E-SQ), as theoretical lens for this study. Design/methodology/approach The research model was empirically tested using 398 valid responses from customers of commercial banks in Pakistan. The theoretical model was tested using structural equation modeling. Findings Findings indicate that performance expectancy, effort expectancy, website design, customer service, assurance and reliability have direct influence on user intention to adopt internet banking. Results revealed that approximately 79 percent of variance in user intention to adopt internet banking was explained by predictors. In addition, the mediating role of performance expectancy and effort expectancy among website design, customer service and user intention was also confirmed. Practical implications For researchers, this study provides a base of integrated technology model and it suggests using this model in other online domains such as mobile payment and online web-shopping for further refinement. For policymakers, understanding the key constructs is important to design, refine and implement new internet banking website that, in turn, will boost internet banking adoption trend among users of commercial banks. Originality/value This paper makes a unique contribution toward information system and services marketing literature. The study schematized that website design, customer service, assurance and reliability are the key dimensions of E-SQ and significantly influence the user intention to adopt internet banking.

Mediating effect of behavioural intention on podcast acceptance

“…The finding showed that behavioural intention significantly mediated the variance changes in relationship between performance expectancy and use behaviour of Nigerian lecturers on podcast. This finding is consistent with Rahi and Abd. Ghani (2019) finding that suggested performance expectancy as a significant mediator of the relationship between effort expectancy and intention to use technology.…”

“…This finding is consistent with Rahi and Abd. Ghani ( 2019 ) finding that suggested performance expectancy as a significant mediator of the relationship between effort expectancy and intention to use technology. Binnawas et al ( 2019 ) study considered behavioural intention as dependent variable.…”

Using UTAUT Model to Predict Social Media Adoption among Indonesian SMEs

“…Other than mobile applications, the UTAUT model is also used in explaining behavioral intention to use technology in other various fields, such as the use of big data techniques in service companies [51]; adopt self-service parcel services for last-mile delivery [52]; urban delivery drivers' intention to adopt electric trucks [52]; internet banking adoption [53,54,55], user acceptance and use of open government data (OGD) / egovernment [56,57,58,59,60] intention to use an enterprise resource planning (ERP) system [61,62], intention to use Airline Companies' e-services [63]; acceptance of automated road transport systems (ARTS) [64]; intention to adopt technology in medical or health field [65,66,67,68,69,24] adoption of online tax filing [70]; adoption of e-book [71,73] decision to use automated public transport [73]; and rural households' renewable energy usage intention [74].…”

Extending the Role of Diffusion of Innovation Theory (DOI) in Achieving the Strategic Goal of the Firm With the Moderating Effect of Cost Leadership

“…In order to confirm lateral collinearity of the constructs the criterion is that the inner variance inflation factor should be less than 3.3 as suggested by Samar Rahi and Abd. Ghani (2019b). Findings of the analysis showed that all VIF values are lower than 3.3 indicated that this study is free from multicollinearity issues and adequate for further analysis.…”