Factors affecting the internet banking adoption
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 underutilize...
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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2020
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| Online Access: | http://journalarticle.ukm.my/17084/1/jeko_54%283%29-9.pdf http://journalarticle.ukm.my/17084/ https://www.ukm.my/fep/jem/content/2020-3.html |
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| Summary: | 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. |
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