Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Mubbsher Munawar Khan ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Integrated Technology ◽  
Task Technology Fit ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Practical Implications

PurposeThe advancement in Internet technology has played a significant role in revolutionizing the Internet banking services. Therefore, little is discussed about factors that motivate technology user to continue the use of Internet banking services. The current study investigates Internet banking user continuance behavior toward the use of Internet banking services with the integration of two-well known information system (IS) theories namely task technology fit (TTF) and technology continuance theory (TCT).Design/methodology/approachThe research design of this study is based on positivist paradigm and followed quantitative research approach. Data were collected from 360 Internet banking users of commercial banks across Pakistan. The research model was tested with structural equation modeling (SEM).FindingsThe research model had explained 53.9% variance in Internet banking user continuance intention. Next to this, the predictive relevance of the research model was tested with Stone-Geisser's Q² values using blindfolding procedure. Results revealed that the newly developed integrated technology continuance research model has substantial power to predict Internet banking user continuance intention. Moreover, the effect size analysis revealed that factors like satisfaction and user expectation were the most important factors in determining Internet banking user continuance intention.Practical implicationsFor practical implications importance performance matrix analysis (IPMA) has used to see the importance and performance of the underpinned factors. Findings indicate that managers and policy makers should focus on user satisfaction, perceived usefulness and expectation confirmation in order to enhance the Internet banking user continuance intention toward the use of Internet banking services. Some of the ways banks can do this is to develop esthetic Internet banking website with charm of novelty, relevant information and smooth flows with less complex redirects.Originality/valueUnlike prior studies that focus on Internet banking user pre-adoption issues, the current study examines post-adoption issue of Internet banking users and investigates Internet banking user continuance intention. This study is significant as it integrates two-well known theories namely TCT and TTF in Internet banking user continuance intention and augments the IS literature by developing an integrated technology continuance model (TCM).

The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Majeed Mustafa Othman Mansour ◽  
Malek Alharafsheh ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Self Determination ◽  
Financial Advisors ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Expectation Confirmation

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd Ghani
Keyword(s):  
User Satisfaction ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Matrix Analysis ◽  
Research Model ◽  
Continuance Intention ◽  
Content Type ◽  
Task Technology Fit ◽  
And Task ◽  
Expectation Confirmation

Purpose The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention. Design/methodology/approach The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used. Findings Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention. Practical implications The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services. Originality/value The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

Econometric investigation of internet banking adoption in Greece

2014 ◽  
Vol 41 (4) ◽  
pp. 586-600 ◽  
Author(s):  
Georgia Giordani ◽  
Christos Floros ◽  
Guy Judge
Keyword(s):  
Technology Acceptance ◽  
Internet Banking ◽  
Demographic Characteristics ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Previous Experience ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Internet Banking Services

Purpose – The purpose of this paper is to examine if high branch fees, branch dissatisfaction as well as any previous experience of Greek banking customers with other banking technologies (i.e. Automated Teller Machines (ATMs)) have any impact on the probability of internet banking adoption. Further, the authors comment on the socio-economic and demographic characteristics of Greek banking customers, which effect the decision to adopt internet banking services. Design/methodology/approach – The authors employed the logistic regression model to examine the probability of Greek customers adopting internet banking based on certain demographic characteristics but also due to high branch fees, any dissatisfaction with branch services or due to previous experience of electronic banking technologies (ATMs). Findings – After estimating a logistic model, the authors report that branch dissatisfaction and high branch fees have no impact to the internet banking adoption in Greece, therefore Greek customers prefer to visit branches and are willing to pay high fees for the transactions. However, the authors find that ATM users are more likely to adopt internet banking services in Greece. Research limitations/implications – The authors should employ a technology acceptance model, to test the effect of perceived ease-of-use, perceived usefulness and technology self-efficacy of customers on the probability of e-banking adoption. The authors should also examine other hypotheses using recent data from other European countries and compare the results with those from Greece. Practical implications – The findings are strongly recommended to Greek bank managers. Originality/value – The research is primarily motivated by the lack of similar studies to explain empirically the characteristics of Greek bank customers which affect the adoption of internet banking.

Building trust in internet banking: a trustworthiness perspective

2015 ◽  
Vol 115 (2) ◽  
pp. 235-252 ◽  
Author(s):  
Pay Ling Yu ◽  
M S Balaji ◽  
Kok Wei Khong
Keyword(s):  
Internet Banking ◽  
Shared Values ◽  
Banking Services ◽  
Content Type ◽  
Trust Theory ◽  
Pls Analysis ◽  
Trusting Beliefs ◽  
Internet Banking Services ◽  
The Relationship

Purpose – Based on the trust theory, the purpose of this paper is to empirically examine the role of trustworthiness and trust in users’ intentions to continue using internet banking. Further, the authors position the trust beliefs of competence, benevolence, integrity, and shared values as key antecedents of trustworthiness and trust. Design/methodology/approach – A questionnaire survey was used to collect responses from 227 actual users of internet banking in Malaysian context. A PLS analysis was conducted to explore the relationships between trusting beliefs, trustworthiness, trust, and internet banking use. Findings – Empirical findings show that trusting beliefs of consistency, integrity, and shared values determine the trustworthiness and trust in internet banking. Moreover, trust was found to mediate the relationship between trustworthiness and internet banking use. Practical implications – The study findings help managers understand the factors that determine Malaysia users trust and trustworthiness perceptions in internet banking. With reports indicated increase in internet banking use in Malaysia, the study findings provide important insights into enhancing users’ trust in internet banking for future transactions. Originality/value – Unlike previous studies that have largely focussed on technology factors, this study based on trust theory proposes that trust is important for users to continue using internet banking services. In developing this trust, the authors propose that trustworthiness is of vital importance. Further, the authors propose and show that trusting beliefs of competence, integrity and shared values influence user trustworthiness and trust in internet banking use. Thus, this study extends the understanding of the internet banking use in Malaysian context.

scholarly journals Investigating Factors that affecting the Continued use of Internet Banking: Case Study of Libya

2013 ◽  
Vol 5 (7) ◽  
pp. 313-323
Author(s):  
Ali Rfieda
Keyword(s):  
Internet Banking ◽  
Customer Relationship ◽  
Banking Services ◽  
Banking Service ◽  
Continued Use ◽  
Banking Strategy ◽  
Use Of Internet ◽  
Internet Banking Services

After technological progress and in particular the development of internet, internet banking service has intensified the competition between banks as well as allowed customers to easily compare the services that provided by different banks. While the goal of any business entity in the long term is to increase its productivity and maximisation of the profits, customer retention becomes an important component of banking strategy in today’s increasingly competitive environment to foster customer relationship management. In order to achieve this, it is important to concentrate on the consumer’s continued use of a service rather than solely on their acceptance of the service (Adapa, 2011). Therefore, understanding the importance of consumers’ continued use is the key element to maximise customers’ retention in internet banking services.

Will robo-advisors continue? Roles of task-technology fit, network externalities, gratifications and flow experience in facilitating continuance intention

Kybernetes ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Psychological Factors ◽  
Network Externalities ◽  
Flow Theory ◽  
End Users ◽  
Flow Experience ◽  
Research Model ◽  
Continuance Intention ◽  
Content Type ◽  
Task Technology Fit ◽  
Adoption Model

Purpose The purpose of this study is to propose a synthetic post-adoption model based on the expectation-confirmation model (ECM) and flow theory to examine whether the fit factor, network factors and psychological factors as antecedents to end-users’ beliefs can affect their continuance intention of the robo-advisor. Design/methodology/approach This study used the research model based on ECM and flow theory to examine the effects of the fit factor, network factors and psychological factors on end-users’ beliefs and continuance intention of the robo-advisor. Sample data were collected from end-users at three financial services companies in Taiwan. A total of 450 questionnaires were distributed and 360 (80.0%) usable questionnaires were analyzed using structural equation modeling. Findings This study proposes a solid research model that based on ECM and flow theory, three types of factors, namely, fit factor, network factors and psychological factors, as antecedents to end-users’ continuance intention of the robo-advisor have been examined and this study’s results strongly support the research model with all hypothesized links being significant. Originality/value It is particularly worth mentioning that a synthetic post-adoption model can be proposed in this study by introducing the fit factor extracted from task-technology fit model, network factors originated from the theory of network externalities and psychological factors derived from uses and gratifications theory as antecedents to perceived usefulness, confirmation, satisfaction and continuance intention referred in ECM and flow experience derived from flow theory. Thus, this study’s research model and findings can reveal deep insights into the evaluation of determinants in the field of end-users’ continuance intention of the robo-advisor.

Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context

2019 ◽  
Vol 27 (3) ◽  
pp. 512-528 ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd.Ghani
Keyword(s):  
Service Quality ◽  
Self Determination Theory ◽  
Internet Banking ◽  
Self Determination ◽  
Continuance Intention ◽  
Content Type ◽  
Delone And Mclean ◽  
Intrinsic Regulation ◽  
Use Of Internet ◽  
Identified Regulation

Purpose The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also improved their ability to retain customers. This study aims to examine internet banking user’s continuance intention by integrating two well-known theories DeLone and McLean information system success model (D&M) and self-determination theory (SDT). Design/methodology/approach The research model was tested using survey data from 398 customers of commercial banks. The respondents were internet banking users. Data were analyzed using structural equation modeling. Findings The results revealed that internet banking user continuance intention is jointly determined by information quality (INFQ), service quality, satisfaction, introjected regulation, external regulation, intrinsic regulation and identified regulation. The integrated model explained 75.4 per cent variation in customer’s continuance intention to use internet banking. The results suggested that intrinsic regulation and identified regulation were the most important human motivation factors that drive customer’s intention toward continue use of internet banking. Practical implications The findings imply that managers seeking user satisfaction should focus on INFQ and service quality to enhance user continuance intention. Policymakers should focus on intrinsic and identified regulation of internet banking users. Some of the ways banks can do this is to develop enjoyable internet banking website with kind of reward system, activities that have the charm of novelty, challenge or aesthetic significance will help to improve user’s intention to continue use of internet banking. Originality/value This study contributes to the literature by integrating D&M and SDT in continuance intention and different from several traditional studies that had investigated the initial acceptance of internet banking users.

Adoption of internet banking services in Gujarat

2018 ◽  
Vol 36 (1) ◽  
pp. 147-169 ◽  
Author(s):  
Kiran J. Patel ◽  
Hiren J. Patel
Keyword(s):  
Social Influence ◽  
Service Providers ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Banking Services ◽  
Content Type ◽  
Factors Influencing ◽  
Perceived Security ◽  
Internet Banking Services

Purpose The purpose of this paper is to validate the technology acceptance model (TAM) and its extended form to understand the factors influencing internet banking adoption in Gujarat. Design/methodology/approach Extended TAM incorporates perceived security and social influence, important variables in internet banking literature. Using a questionnaire survey, data relating to the variables are collected from 284 individuals who are/were using internet banking services and subjected to confirmatory factor analysis (CFA) to establish validity and structural equation modeling (SEM) to identify important factors influencing internet banking adoption. Findings The empirical results of SEM showed that the extended TAM has higher predictability than the TAM in internet banking settings. The results highlighted that the intention to use internet banking is positively influenced mainly by perceived security, followed by other significant factors, namely, perceived usefulness, perceived ease of use and social influence. Practical implications The findings of this paper enable internet banking service providers to develop/modify new/existing internet banking services in order to achieve higher adoption rates of internet banking. Originality/value Additional incorporated variables in a new model considerably contribute to improving the understanding of internet banking adoption in Gujarat.

Consumer attitude and behavioural intention towards Internet banking adoption in India

2015 ◽  
Vol 7 (1) ◽  
pp. 67-102 ◽  
Author(s):  
Irfan Bashir ◽  
Chendragiri Madhavaiah
Keyword(s):  
Perceived Risk ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Website Design ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Perceived Enjoyment ◽  
Internet Banking Services

Purpose – The purpose of this paper is to provide an insight into the determinants of the customers’ attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence. Design/methodology/approach – A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey. Findings – The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers’ attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers’ behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use. Research limitations/implications – Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study. Practical implications – This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers. Originality/value – This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.

Sign in / Sign up

Export Citation Format

Share Document