ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012
Determinants of the Intention to Use Internet Banking Ishaq Hacini Faculty of Economics and Business Mascara University, Mascara. Algeria E-mail:
[email protected]
Khadra B. Dahou Faculty of Economics and Business Abou Bekr Belkaid University. Tlemcen. Algeria E-mail:
[email protected]
Abdeslam Bendiabdellah Faculty of Economics and Business Abou Bekr Belkaid, Tlemcen. Algeria E-mail:
[email protected] Abstract: The rapid development of internet and electronic business has stimulated the banking sector towards offering its services online. This paper examines the determinants of the individual’s intention to use internet banking. While there has been considerable research on the technology acceptance model (TAM) that predicts whether individuals will accept to use information system, the research variables are developed based on an extended ( TAM ), by incorporating two additional variables “ perceived trust “ and “ perceived self-efficacy”.The data was collected from 332 persons in Algeria through questionnaire. The hypotheses were tested using multiple linear regression to determine the effect of the variables on the intention to use internet banking. The results revealed that “ perceived usefulness “, perceived ease to use “ and “ perceived trust “ have positive significant effect, while “ perceived self-efficacy “ have no effect on the Algerians’ intention to use internet banking. They revealed also that “perceived trust” has more influence on the intention to use internet banking than the other variables. A number of recommendations Keywords: Internet banking, TAM, e-business, usefulness, ease of use, trust.
1. Introduction In today's business environment, organizations face various challenges: globalization, alliances, open markets, partnerships that require them to adapt effectively in order to remain competitive within an extremely changing business environment. For instant, growth of information technology has rapidly changed the face of business through the widespread of e-business. As a result, the banking industry knew significant mutations, specifically concerning offering their services. So that, bank moved from face to face (through dealing directly with the customers) to self services delivery technology. In other words, the evolution of banking technology has been mainly driven by changes in distribution channels from: "Automated Teller-Machine ATM", "Phone-Banking", "Tele-Banking" and the most recent "Internet Banking" “IB” which enables customers to handle their banking transactions online without physical visit to the bank. Thus, rapid development of internet and the emergence of electronic business with its different types: 'BtoB' , 'BtoC', 'GtoB', 'GtoC'; have stimulated the banking sector to explore and exploit new methods in their services, towards encouraging customers to bank online. IB is a new type of information system that has changed how customers perform various financial activities in virtual space. Virtual bank was defined as non branch bank, while “virtual banking“ refers to the provisions of banking services via electronic media, so that the services no longer need to be physically present. Several studies indicated that IB is extremely beneficial to customers (cost saving, reduce limitation of time and space and quick responses to complaints). But despite to what IB provides of privileges to the customers, its popularity remained limited, especially in developing countries, where customers insist dealing with banking transactions by classical ways, with regard to their simplicity and security. In order to achieve the advantages of IB, the bank adopter must before assess the customers' perceptions and attitudes over adoption of this technology.
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 This study will discuss and investigate the different factors affecting customer's intention to use IB through an attempt to answer the following question: "What are the determinants of customer's intention to use internet banking". This important issue would provide real evidence to the bank’s managers of the intension of customers to use IB in Algeria and help them shedding light on the main obstacles in implementing IB which could be one of the strategic factors in getting a competitive advantage. 2. Importance of the study
This study could be the first of its kind in the Algerian context. The e-business is in its maturity phase in the developed countries and some of developing countries, but stills not widespread in Algeria. Also, the Algerian banking sector is not as effective as the other sectors despite the recently witnessed changes. This is why, this study is so important to the point that banking managers’ should put intention on its results and take them into consideration if they want to get customers’ intention to use their internet banking services and therefore get a competitive advantage over competitors. 3. Theoretical Framework The aim of this study is to investigate the determinants of intention to use IB relaying on the technology acceptance model. IB can be defined as ‘‘the delivery of banking services through the open-access computer network (the Internet) directly to customer’s home or private address’’ (Yiu & Grant, 2007). In this respect, different models appeared to examine acceptance of information systems (IS). Among these proposed models: Technology Acceptance Model TAM (Davis, 1989), that had been adopted from the theory of reasoned action TRA (Fishbein & Ajzen, 1975) which represents general theory of human behavior. TRA suggests that an individual’s social behavior is motivated by his/her attitude toward the behavior. According to the TRA model, an individual’s attitude toward a behavior is a function of his/her beliefs about the consequences of performing the behavior and the evaluation of those consequences. Theory of planned behavior TPB is another proposed approach in this context, extended from TRA. TPB supposes that individual’s behavior can be explained by his/her behavioral intention, which is jointly influenced by attitude, subjective norms and perceived behavioral control (PBC). Some researchers have noted that TPB includes constructs not treated by the TAM. Mathieson (1991) and Taylor & Todd (1995) suggested that perceived behavioral control overlaps only minimally within the TAM. PBC refers to an individual’s perceptions of the presence or absence of the requisite resources or opportunities necessary for performing a behavior (Ajzen & Madden, 1986), while other study defined PBC as perception of the availability of skills, resources and opportunities. Concerning the case of IB, the behavior control refers to knowing how to perform transaction via IB. An individual who is skilful in using a computer and the internet is more inclined to adopt IB. However, many studies revealed that TAM appeared to be superior to TPB in explaining behavioral intention to use an IS because TPB is not specific to use and is less parsimonious than TAM (Luarn & Lin, 2005). TAM is proposed to help predict and make sense of user acceptance of information technologies (Jaruwachirathanakul & Fink, 2005; Cheng et al., 2006; Yiu et al., 2007; Aldas-Manzamo et al., 2009; Chong et al., 2010). The main value of using TAM is the ability to describe how individual beliefs and attitudes toward using IS and whether or not the system will be used. TAM suggests that a user’s adoption of new IS is determined by the user’s intention to use the system which in turn is determined by the user’s beliefs. Intentions are assumed to capture the motivational factors that influence a behavior. They are indications of how hard people are willing to try and of how much effort they plan to exert to perform the behavior, so the stronger the intention to engage in a behavior, the more likely should be its performance (Ajzen, 1991). Fishbein and Ajzen (1975) proposed that intention is “the immediate determinant of the corresponding behavior”, which is divided into “attitude toward behavior”, and “subjective norm concerning behavior” (Cheng et al., 2006). This study incorporated intention to adopt rather than actual adoption looking to two reasons: First, theoretically speaking, it has been demonstrated that only when intention to use is well formed does it completely capture the effect of attitude on actual usage (Bagozzi , 1990 ). Second, since IB was still in its infancy stage in Algeria, both: the number of banks offering IB services and the number of clients who had adopted the services were still limited. This practical reason has caused researchers to focus on the intention.
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 TAM posits that two variables namely perceived usefulness and perceives ease of use are the primary constructs toward adopting IB. These two constructs have generally been confirmed in many empirical studies to be important factors in affecting systems usage (Suh & Han, 2003; Adamas, Nelson & Todd; 1992). 1. Perceived ease of use (PEOU), defined as “the degree to which a person believes that using a particular system would be free of effort”. 2. Perceived usefulness (PU), defined as “the degree to which a person believes that using a particular system would enhance his or her performance”. While the TAM has many strengths, including its specific focus on IS use, its basis in social psychology theory, the validity and reliability of its instruments and its parsimony; one of its limitations is the existence of no barriers to prevent an individual from using an IS if he/she chooses to do so. There may exist situations in which an individual wants to use an IT, but is prevented by lack of time, money or expertise (Mathieson, Peacock & Chin, 2001). Liao & Cheung (2002) tied the customers adoption of IB by their perceived usefulness and its attributes: ″speed″ as customer tend to be highly sensitive to the speed of service delivery and time saving; ″ease of use″ (generally regarded as an important quality attribute in technology); ″accuracy″ since e-banking involves transfers of money and accounting via internet, individuals would be especially concerned about precision in the sense of expected accuracy; ″security″, ″user experience″ and ″convenience″. In addition, recent research revealed that the perceived trust or credibility of users, in relation to Web system, has a striking influence on their willingness to engage in online shopping, banking and the exchange of money and sensitive personal information (Hoffman, Novak & Peralta, 1999; Friedman, Kahn & Howe, 2000; Gefen, Karahanna & straub, 2003; Wang, Line& Tang, 2003). Most users refuse to provide sensitive information to IB systems, for the purpose of banking transactions for not trusting these systems. In other words, they fear that IB system will transfer their personal information or money to third parties without their knowledge for permission. Suh & Han (2003) emphasized on the significant impact of trust on the acceptance of IB in addition to usefulness and ease of use. Gefen et al., (2003) and Wang et al., (2003) added a ‘‘trust’’ construct as new TAM factor to reflect the user’s security and privacy concerns in the acceptance of online banking. Sundarraj & WU (2005) included in their study the demographic characteristics where the results showed that the education and income level have significant impact on the intention to use IB. These results were also confirmed by Mobarek (2004) in her study in Botswana, that e-business adoption varies according to age group and occupation type. In order to retain the underlying simplicity of the TAM and improve its ability to explain intention to use IB, Luarn & Lin (2005) extended the TAM by added perceived self-efficacy construct to replace and close the shortage of perceived behavior control. Cheng et al., (2006) adopted an extended TAM by adding the factor of web security. Targeting IB users from Yellow Pages, results from 203 responses confirmed the validity of TAM in predicting the intention to adopt IB. Web security was found to have a direct positive relationship with the intention to adopt IB. Yiu, Grant & Edgar (2007) revealed that perceived usefulness, perceived ease of use, personnel innovativeness in information technology and perceived risk have direct relationship with the intention to adopt IB. They recommended that the bank needs to boost confidence and enhance self-efficacy in using IB services rather than focus on purely cost reduction, to build customer relations and encourage him to use these techniques. In 2009, a research targeting 511 of the Spanish IB services users, the results showed that TAM components and perceived risks affected significantly the adoption of IB. The research indicated that web contents and design are of great importance to increase IB adoption, and proposed some recommendations to increase usefulness and trust and reduce risk (Aldas-Manzamo et al., 2009). Another research (Chong et al., 2010) has taken into study the influence of TAM factors, trust and government support on the intention and thus the adoption of IB. Findings from 103 questionnaires revealed that perceived usefulness, trust and government support were positively related to the intention to adopt IB; in contrast to the ease of use which had no influence on the intention to adopt IB. Based on the review of the extensive literature, this study extends the TAM by incorporating “perceived self-efficacy” and “perceived trust“ to the primary constructs of “perceived easy to use“ and “perceived usefulness“. 3.1. Perceived Usefulness IB provides great benefits to customers: time and cost saving, quick responses to complaints, and provision of more
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 services. All of these benefits enhance the performance of customers’ banking activities. A customer will, therefore, expect enhancement of the performance of banking activities when he uses IB. Empirical studies on TAM have found that perceived usefulness has a positive effect on the adoption of information technology (liao & cheung, 2001; suh & han, 2003; chau & lai, 2003; al sukkar & Hassan, 2005; sundarraj & wu, 2005; Jaruwachirathanakul & Fink, 2005; Cheng et al., 2006; Yiu et al., 2007; Aldas-Manzamo et al., 2009; Chong et al., 2010). Therefore researchers hypothesize that: H1: Perceived usefulness has a positive effect on the intention to use internet banking. 3.2. Perceived Ease of Use In order to prevent the under-use system problem, IB systems must be both: easy to learn and easy to use. The easier the users think of IB, the more likely they will be to adopt it. Perceived ease of use is found to have positive effect on the intention to use IB (suh & han, 2003; chau & lai, 2003; al sukkar & Hassan, 2005; sundarraj & wu, 2005; Jaruwachirathanakul & Fink, 2005; Cheng et al., 2006; Yiu et al., 2007; Aldas-Manzamo et al., 2009; Chong et al., 2010). This leads to hypothesize: H2: Perceived ease of use has positive effect on intention to use internet banking. 3.3. Perceived Self-Efficacy Perceived self-efficacy is defined as the judgment of one’s ability to use IB, which confirm the critical role that knowledge, skill and familiarity play in explaining individual response to IB. Luaran & Lin (2004) indicated that Perceived self-efficacy has positive effect on the intention to use mobile banking, which could be the case for IB. This leads to hypothesize that: H3: Perceived self-efficacy has positive effect on intention to use IB. 3.4. Perceived Trust Defined as a user’s confident belief in a bank’s honesty toward the user, the reasons for not adopting IB with regard to trust are attributed to a lack of customer confidence and insufficient regulations. This makes sense intuitively that it is unlikely for users to accept a system if they have doubts and anxieties when using it. The perceived trust on the IB may enhance customers’ intention to use IB, and this was revealed by (Hoffman, Novak & Peralta, 1999; Friedman, Kahn & Howe, 2000; Liao & Cheung, 2002; Suh & Han, 2003; Gefen, Karahanna & straub, 2003; Wang, Line & Tang, 2003; Al Sukkar & Hasan, 2005; Luarn & Lin , 2005; Cheng et al., 2006; Littler & Melanthiou, 2006; Yiu , Grant & Edgar , 2007; Poon, 2008; Aldas-Manzamo et al., 2009). Thus, the following hypothesis is: H4: perceived Trust has a positive effect on intention to use internet banking. Figure (1) shows the research-developed model as follow: Figure 1: The model of Determinants of customer's intention to use Internet Banking Perceived Usefulness
Perceived Ease of Use
Perceived Self-Efficacy
Perceived Trust
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Intention to Use Internet Banking
ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012
4. Research Methodology This cross sectional (one shot) study is a hypothesis testing, trying to explain the extent to which research independent variables represented in term of: perceived usefulness, perceived ease of use, perceived self-efficacy and perceived trust can influence the intention of using internet banking. Researchers has based analysis targeting individuals of the society, representing the unit of analysis. 4.1. Measurement The measurements of items were taken from the previous studies and merged items with the same meaning, the perceived ease of use and perceived usefulness items were taken from the (Luarn & Lin, 2004; Chau & Lai, 2003; Ok & Shon, 2006) and modified to fit the studies of IB. The perceived ease to use was covered by 5 items, while the perceived usefulness was covered by 7 items. The 5 items that measure intention to use internet banking were taken from previous studies related to the TAM (Ok & Shon, 2006; Luarn & Lin, 2004). The 6 items of self efficacy were taken from (Luarn & Lin, 2004; Chau & Lai, 2003).The perceived trust was covered by 06 items taken from (Suh & Han, 2003; Maenpaa & Kuusela, 2007). The items represent the questions that attempt to measure the feeling of the respondent concerning the security and privacy of the IB. However, negatively worded items are considered to be difficult to understand, particularly in the context of Likert types scales (Jayawardhena, 2004). In light of this evidence, the most of the items scales in this study were positively worded. Each item was surveyed directly on a five point Likert type scale, with scales named in the following manner 01 “ strongly disagree “, 02 “ disagree “, 03 “ neutral”, 04 “ agree “, 05 “ strongly agree “. 4.2. Data Collection Data used to test the research model were gathered from a sample of respondents, using convenience sampling. The respondents were asked to select the appropriate response. The questionnaire was translated to Arabic language to become more understandable by respondents. A total of 400 questionnaires were distributed directly (personally), from which only 332 were collected and valid.
(63.3%) of the respondents were male and (36.7 %) were female. They ranged from 18 to over 50 years, and most of them were between 18 and 39 (85.5%). Most respondents (66.6%) had university level of education, with a moderate computer ability (41.3%) and (45.8%) of them win between 20000AD and 40000 AD of income. 5. Data Analysis and Result 5.1 Reliability The reliability for this study was measured by using Cronbach-alpha coefficient in the statistical package for social science (SPSS) software. The value ranges from 73.2 % (Perceived self-efficacy) to 83.4% (Intention to use). All variables in our research model demonstrated acceptable reliability. These coefficients are represented in the following Table 1: Table 1. Reliability Variables
Perceived usefulness
Cronbach’s alpha
79.4
Perceived ease to use 78.6
Perceived trust 78.1
Perceived selfefficacy 73.2
Intention to use 83.4
5.2 Significance of the Model Before proceeding the influence of the research independent variables on the dependent variable using a regression analysis, a Pearson Correlation Matrix analysis explaining the relationship between those variables with LO as assumed to be dependent to them appeared necessary and is conducted.
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 Table.2 shows that all variables are significantly related, in a positive direction, to the intention to use internet banking. Perceived trust is best related with Intention to use with (r=.793). However with (r=.623), the lowest relationship is between perceived self-efficacy and intention to use. Table.3 sums the results of the Pearson Correlation Matrix of relationships. Table 2. Pearson Correlation Coefficients of the relationship of independent variables with dependent variable Variables Perceived usefulness
Coefficient .766**
Perceived ease to use
.714**
Perceived trust
.793**
Perceived self-efficacy
.623**
*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed). 5.3 Multiple Regression Analysis The table.3 shows the findings of a stepwise multiple linear regression including the standardized coefficients, t values and the explanation of model variance. The explanatory power of the model (R square) is 75.5 % and the ANOVA table shows that F value of 45.374 is significant at 0.0001 level. As expected, hypotheses H1, H2, and H4 were supported in that perceived usefulness, perceived ease of use and perceived trust all have significant effect on the intention to use internet banking, were perceived trust (ß = 0.51) contributes more to intention than contributed by perceived ease to use (ß= 0.332), and perceived usefulness (ß= 0.235) while the hypothesis H3 was rejected. The abbreviations of variables within table 3 are: P.T: Perceived Trust. P.E.U: Perceived Ease of Use. P.U: Perceived Usefulness. Table 3 : Stepwise multiple Regression Analysis Model P.T P.E.U P.U
Coef. ß 0.520 0.332 0.235
Sig 0.000 0.000 0.014
R2 0.734
Adjusted R2 .732
F 301.945
Sig 0.000
5.4 Discussion Several researches used the TAM, which predicts the acceptance of individuals to use information systems. The TAM relies basically on two variables: perceived usefulness and ease to use. But there are not just these variables to determine the acceptance of information system. Recent research that aims to determine the factors that affect the intention to use internet banking reveals that security and privacy protection of the internet banking service have significant influence on intention to use these technologies. Also the individual consider seriously the required resources (moneys, hardware…) to adopt the internet banking. This study has extended the TAM, by introducing new factors ‘‘perceived self-efficacy’’, and ‘‘perceived trust’’ as demonstrated in the literature relating to the TPB and the TAM. Researchers’ findings support this extended to understand the intentions of people towards the use of internet banking services. Researchers found that perceived usefulness and ease of use have positive significant effect which is supported by (chau & lai, 2003; al sukkar & Hassan, 2005; liao & cheung, 2001; sundarraj & wu, 2005; suh & han, 2003). Perceived trust has the strongest positive significant effect which is in turn supported by (Yiu, Grant & Edgar, 2007; Suh & Han, 2003; Luarn & Lin, 2004). Whereas perceived self-efficacy does not have an effect on intention to use internet banking on the contrary of what was found by Luarn & Lin (2004) that self-efficacy has positive effect on the intention to use mobile banking. The most critical factor affecting consumer’s intention to use internet banking is their perception of trust of this service. Results suggest that in order to attract more users of internet banking services, the bank should increase the perceived
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 Trust to get their confidence and realize the needed competitive advantage. As defined before, trust reflects a user’s confident belief in a bank’s honesty toward the user. By having the powerful influence on the intention to use internet banking, means that the privacy and security play important role when individuals want to use internet banking services. So banks should make customers feel secure through creating strict regulations and by offering favorable insurance and compensation. Ease to use issues were found to be a significant concern for consumers when using internet banking. In this light, internet banking services should be designed with a very good web interface in term of its ease to use. The bank should also facilitate the dealing with these services and alleviate the digital divide resulting from differences in family income, educational attainment, occupation, gender, age and geography. Furthermore, organizing education and training courses in various internet banking services can facilitate people’s familiarity with these services and help them develop positive ease of use beliefs in the internet banking services. As noted earlier, perceived usefulness is defined as the degree to which a person believes that using a particular system would enhance his or her performance. The bank should take advantage of the value-adding characteristics of internet banking in promoting perceived usefulness. For example, internet banking can help individuals get timely information, make quick responses or decisions. In addition, the bank should conduct market research on the needs, wants and demands of their target customers in order to identify the potential early success internet banking applications as well as provide suitable and useful services for them. 6. Conclusions The development of Internet technology is continuing to change the way business is done. This research has focused on the determinants of the intention to use internet Banking relying on an extended TAM. Researchers investigated the effect of “ perceived usefulness “ and “ perceived ease to use “ from TAM model , “ perceived self-efficacy” from TPB model and “ perceived trust “ Wang et al.’s factor (2003), By explaining usage intention from a user’s perspective. First, the findings of this research were consistent with previous studies. Perceived usefulness and perceived ease of use were found to be significant antecedents of the behavioral intention to use internet banking. Second, this study supports Wang et al.’s (2003) research in indicating the significant and the stronger effect of perceived trust on intention to use internet banking. At the moment, the results showed the concerns that would influence the Algerian customers’ intention to use internet banking. Perceived trust is the primordial concern for him/her, especially in Algeria, where doing e-business still in the infancy phase in contrast to the developed countries where e-business is one of the important profitable investments.
The research results reflect an extremely important point, which is the lack of the Algerian citizens’ confidence in the internet applications. In addition to the timidity of the Algerian banking sector, and which saw interesting movements in the last years with the entrance of the international banks to the Algerian market, using internet to conduct customers’ transaction is relatively dangerous and doubtful. Banks’ managers should reinforce their marketing efforts to attract more customers and provide and sensitize them of the existing regulations, insurances and compensations that would protect their money and rights. 7. Recommandations
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The banks need to look very closely at the services quality they are offering in term of security and trust. Internet banking services should be designed with a very good web interface in term of its ease of use. The bank should also facilitate the dealing with these services and alleviate the digital divide resulting from differences in family income, educational attainment, occupation, gender, age and geography. The bank should take advantage of the value-adding characteristics of internet banking in promoting perceived usefulness. For example, internet banking can help individuals get timely information, make quick responses or decisions. In addition, the bank should conduct market research on the needs, wants and demands of their target customers in order to identify the potential early success internet banking applications as well as provide suitable and useful services for them. Education and training courses in various internet banking services can facilitate people’s familiarity with these services and help them develop positive ease of use beliefs in the internet banking services.
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Banks should try to promote the e-banking services it provides through advertisements, publications, though its website, and encouraging bank’s employees to talk about it with the customers. For future research researchers recommend for searching additional variables that will improve the ability to predict usage intention more accurately. It would be reasonable to add social norms and expand the number of situations to which it applies. Researchers recommend also testing the research results with a wider sample.
8. Research Limitations
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The extended TAM used in this study was developed from few studies because internet banking investigation is relatively new in the field of IS. This study did not incorporate actual usage behavior in the proposed model and was restricted to the intention to use internet banking. The questionnaire used to collect data not always provides accurate data specially when measuring the perception and behavior. This study examined the main effect of drivers on behavioral intentions. However, managers may be interested in how some of these drivers interact to affect adoption intention. The model is cross-sectional, that is, it measures perceptions and intentions at a single point in time. However, perceptions change over time as individuals gain experience. References
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ISSN 2039‐2117 Mediterranean Journal of Social Sciences Vol. 3 (5) March 2012 Mobarek, A. (2004). E-Banking practices and customer satisfaction- a case study in Botswana. (on-line) Available http:// www.bnet.act.com Ok, S., and Shon, J. The Determinant of Internet Banking Usage Behavior in Korea: A Comparison of Two Theoretical Models. Retrieved December 9, 2006, from http://www.collecter.org/archives/2006_Decem ber/08.pdf Poon, W-C. (2008). Users’ adoption of e_banking”, Journal of Business & Industrial Marketing, 23(1), 59-69. Suh, B. & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International journal of Electronic Commerce, 7(3), 135-161. Sundarraj, R. & Wu, J. (2005). Using information -systems constructs to study online- and telephone- banking technologies. Electronic Commerce Research and Applications, 4(4), 427-443. Taylor, S. & Todd, A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144–176. Wang, S., Wang, M., Lin, H. & Tang, I. (2003). Determinants of user acceptance of internet banking: An empirical study. International Journal of Service Industry Management, 14(5), 501–519. Yiu, C., Grant, K. & Edgar, D. (2007). Factors affecting the adoption of Internet Banking in Hong Kong—implications for the banking sector. International Journal of Information Management, 27, 336–351.
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