Customers’ Intention in Internet Banking Adoption: The Moderating Effect of Demographic Characteristics

Md. Harun Ur Rashid, Md. Arafat Hossain (), Afzal Ahmad () and Zobayer Ahmed
Additional contact information
Md. Harun Ur Rashid: Department of Economics & Banking, International Islamic University Chittagong, Kumira, Chattogram 4318, Bangladesh
Md. Arafat Hossain: Department of Economics & Banking, International Islamic University Chittagong, Kumira, Chattogram 4318, Bangladesh
Afzal Ahmad: Department of Business Administration, International Islamic University Chittagong, Kumira, Chattogram 4318, Bangladesh
Zobayer Ahmed: Department of Economics & Banking, International Islamic University Chittagong, Kumira, Chattogram 4318, Bangladesh3Department of Economics, Selcuk University, Turkey

International Journal of Innovation and Technology Management (IJITM), 2021, vol. 18, issue 07, 1-21

Abstract: The growing number of internet banking (i-banking) users in Bangladesh requires examining their behavioral intention (BI) to adopt i-banking services. This study aims to investigate the factors that influence the customers’ intention in i-banking adoption encompassing the moderating effect of demographic characteristics. This study uses an expansive approach of the Unified Theory of Acceptance and Use of Technology (UTAUT) model with customer satisfaction. The structural equation modeling (SEM) has been used to analyze the data collected from the internet banking users of Bangladesh. Findings of the study conclude that the higher the level of performance expectancy (PE), effort expectancy (EE) and social influence (SI), the greater the level of customers’ inclination to adopt i-banking. Whereas, facilitating condition negatively affects their BI in i-banking adoption. Moreover, this study finds a positive and significant impact of system, service and information quality and security, privacy and trust (SPT) on customers’ satisfaction, which, in turn, substantially influence their intention toward i-banking adoption. While investigating the moderating effect of demographic characteristics, this study finds that all categories of customers, regardless of their age, gender, experience and education, are influenced by the customers’ satisfaction of services qualities and trust perception in i-banking adoption. Therefore, it is suggested to the policymakers that they should take such initiatives in designing the i-banking system that satisfy the customers’ expectations.

Keywords: Internet banking adoption; UTAUT model; customers’ satisfaction; service qualities; trust perception; demographic characteristics; moderating effect; SEM; Bangladesh (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.worldscientific.com/doi/abs/10.1142/S021987702150036X
Access to full text is restricted to subscribers

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:wsi:ijitmx:v:18:y:2021:i:07:n:s021987702150036x

Ordering information: This journal article can be ordered from

DOI: 10.1142/S021987702150036X

Access Statistics for this article

International Journal of Innovation and Technology Management (IJITM) is currently edited by H K Tang

More articles in International Journal of Innovation and Technology Management (IJITM) from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().