Antecedents of Customer Satisfaction In Internet Banking: Technology Acceptance Model (TAM) Redefined

Ajimon George and G.S. Gireesh Kumar
Additional contact information
Ajimon George: Ajimon George is Associate Professor, Marian college, Kuttikkanam—685531, Kerala. E-mail: georgeajimon@rediffmail.com
G.S. Gireesh Kumar: G.S. Gireesh Kumar is Associate Professor, Nirmala College, Muvattupuzha—686661, Kerala. E-mail: gireeshkartha@yahoo.com

Global Business Review, 2013, vol. 14, issue 4, 627-638

Abstract: In the banking sector, various electronic delivery channels are increasingly used for delivering products and services for the convenience of customers at low cost. Internet banking (IB) is one among them. IB is a product of e-commerce in the field of banking and financial services. The present study has been carried out to use the Technology Acceptance Model (TAM) from the Information Technology (IT) literature to investigate the effect of TAM variables on customer satisfaction in the internet-banking context. The model was constructed by incorporating Perceived Risk (PR) to the twin traditional TAM constructs, Perceived Ease of Use (PEOU) and Perceived Usefulness (PU). The model has been empirically validated using 406 IB users selected from the state of Kerala, India. It is found that the constructs PEOU and PU have positive effect on customer satisfaction and PR has negative effect on customer satisfaction. A profile analysis of the respondents revealed that young males, well-educated employees with a moderately high level of monthly income are the major users of IB in Kerala.

Keywords: Perceived Ease of Use; Perceived Risk; Perceived Usefulness; Public Key Infrastructure; Technology Acceptance Model (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journals.sagepub.com/doi/10.1177/0972150913501602 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sae:globus:v:14:y:2013:i:4:p:627-638

DOI: 10.1177/0972150913501602

Access Statistics for this article

More articles in Global Business Review from International Management Institute
Bibliographic data for series maintained by SAGE Publications ().