Factors Affecting the Internet Banking Adoption

Yung-Chi Chang (), Uguumur Enkhjargal (), Chen-I Huang (), Wen-Ling Lin () and Chi-Ming Ho ()
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Yung-Chi Chang: Department of Finance, Southern Taiwan University of Science and Technology No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710, Taiwan R.O.C
Uguumur Enkhjargal: Global Master of Business Administration, Southern Taiwan University of Science and Technology No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710, Taiwan R.O.C
Chen-I Huang: Department of Visual Communication Design, Southern Taiwan University of Science and Technology No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710, Taiwan R.O.C
Wen-Ling Lin: Department of Digital Tourism Management, Nan Kai University of Technology No.568, Zhongzheng Rd., Caotun Township, Nantou County 542, Taiwan R.O.C.
Chi-Ming Ho: Department of Finance, Southern Taiwan University of Science and Technology No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710, Taiwan R.O.C

Jurnal Ekonomi Malaysia, 2020, vol. 54, issue 3, 117-131

Abstract: Internet banking is a beneficial service; it is less costly, offers the flexibility of time and space, and have excellent customer service. The commercial banks of Mongolia are offering internet banking to its customers to capitalize on its advantages. However, these services remain underutilized by their customers. The factors affecting the use of internet banking in Mongolia remain unknown. This study has integrated the E-service-quality model with the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to investigate the factors affecting the use of internet banking services offered by the commercial banks in Mongolia. The data was collected through the survey method. Structured Equation Modeling (SEM) was used for the analysis. The results indicate that the E-service quality model is effective and robust. The hypotheses were supported by the data. Attitude, subjective norm, perceived behavioral control, perceived usefulness, and E-service quality were found to be the factors that affect customer’s intentions to use internet banking in Mongolia. In the end, the future recommendations, limitations, and implications of the research are discussed.

Keywords: E-service quality; Internet banking; Technology Acceptance Model (TAM); Theory of Planned Behavior (TPB) (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:ukm:jlekon:v:54:y:2020:i:3:p:117-131

DOI: 10.17576/JEM-2020-5403-9

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