Understanding internet banking services and customer's adoption in Iraqi public universities

• Main Author: Alkafagi, Alaa Ahmed Chyad
• Format: Thesis
• Language: English; English
• Published: 2015
• Subjects: HG Finance
• Online Access: http://etd.uum.edu.my/5435/

There is no doubt that internet banking services adoption represents a good opportunity for developing nations to attain greater economic development and growth, where the creation of added value is driven by information, knowledge and the adoption of information and communications technology. Although a lot of researches provide evidence on the wide adoption of internet banking in developed nations, there are only limited researches in developing nations in the Middle East, specifically in Iraq. There is definitely a need in this country to identify the factors that could encourage and improve the understanding of internet banking services adoption. There is also a paucity of empirical researches on internet banking services adoption from the perspective of customers. Taking these into cognizance, this quantitative research aims to understand internet banking services adoption, by investigating the key factors that encourage customers to adopt internet banking in the Iraqi context, using the decomposed theory of planned behavior. The research framework consists of eighteen latent variables, fourteen exogenous variables (perceived usefulness, perceived ease of use, compatibility, trust, social recommendation, prestigious media, self-efficacy, government support, technology support, internet technology literacy, resistance to technology, perceived risk of technology, anxiety about technology and information on technology); and four endogenous variables (internet banking adoption, attitude, subjective norms and perceived behavioral control). In order to test the framework, a quantitative approach using the survey method is employed consisting of eighty two items with a seven-point Likert scale. Based on proportionate stratified random sampling, 535 out of 800 employees submitted completed questionnaires suitable for analysis (a 66.8% response rate). Findings of this study reveal that all the research hypotheses are supported except three, namely subjective norms, perceived behavioral control and information on technology towards internet banking services adoption, implying that the decomposed theory of planned behavior is an applicable underpinning theory for clarifying the important antecedents of internet banking services adoption in the Iraqi context.