The antecedents of customers’ attitude and behavioral intention of using e-banking: the moderating roles of social influence and customers’ traits

Ying-Kai Liao (), Hong-Loc Thi Nguyen (Rush) (), Tuan Cong Dao (), Phuong-Thy Thi Nguyen () and Hum Sophea ()
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Ying-Kai Liao: Nanhua University
Hong-Loc Thi Nguyen (Rush): University of Social Sciences and Humanities, Viet Nam National University
Tuan Cong Dao: Vietnam National University
Phuong-Thy Thi Nguyen: University of Applied Sciences
Hum Sophea: Nanhua University

Journal of Financial Services Marketing, 2024, vol. 29, issue 3, No 22, 1037-1061

Abstract: Abstract This study examines the four antecedents of customers’ attitudes and two moderating effects of social influence and customers’ traits on the effects of both cognitive and hedonic (emotional) factors on customers’ attitude toward using e-banking. Additionally, this study explored the impacts of three driving factors including attitude, diffusion of innovation, and perceived behavioral control on customers’ behavioral intention of using e-banking. PLS-SEM was applied to examine the data from a survey of 360 respondents who were using e-banking in Cambodia. The results confirmed both cognitive and hedonic factors, diffusion of innovation, perceived behavioral control significantly affected customers’ attitudes, while the three determinants of customers’ behavioral intention confirmed in this study are diffusion of innovation, perceived behavioral control, and attitude. Additionally, social influences and customers’ traits significantly moderated the relationships between cognitive, hedonic factors and customers’ attitudes. Interestingly, this study verified the partial mediating effects of attitude on the two relationships between diffusion of innovation and intention and between perceived behavioral control and intention. Given that both cognitive and experimental aspects of logic may be influential for the promotion of banking adoption, none of the previous studies have integrated relevant variables from both aspects to develop a comprehensive research model and empirically test the viability of the model. This study offers a novel integration of the theory of reasoned action, the technology acceptance model, the theory of planned behavior, and the diffusion of innovation theory, to examine the antecedents of customers’ attitudes and behavioral intentions, under the two moderating effects of social influence and customers’ traits. The findings will be valuable for bank managers implementing e-banking strategies.

Keywords: Theory of reasoned action; Technology acceptance model; Theory of planned behavior; Diffusion of innovation theory; Social influence; Consumer trait; Attitude; Behavioral Intention; E-banking (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1057/s41264-023-00254-4

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