Assessing the determinants of internet banking adoption intentions: A social cognitive theory perspective

Internet banking adoption is one area that has received attention from scholars. The extant studies have mainly used technology acceptance models and behavioural theories which do not account for changes in human behaviour. This study seeks to ascertain the determinants of Internet banking adoption intentions using the social cognitive theory, which accounts for changes in human behaviour. The study selected the sample from bank customers in Ghana through an intercept approach using structured questionnaires. A two stage-approach of confirmatory factor analysis and a structural equation modelling were used in analysing the data. The findings show that websites' social feature, trust, compatibility with lifestyle and online customer services have a significant effect on customers' intentions to adopt Internet banking. However, ease of use did not have a significant relationship with customers' intentions to adopt Internet banking. The significance of the study as well as recommendations for theory, practice and future studies have been discussed.     

Does ease-of-use contributes to the perception of enjoyment? A case of gamification in e-banking

The success of online games encouraged the development of gamification software in e-banking. Beside the growing trend of gamification, it is important understand how bank customers face the gamified applications, particularly as enjoyment and ease-of-use. To assess the determinants that influence the adoption of gamification in e-banking, we developed a research to propose a conceptual model that illustrates the adoption of gamified business applications by bank customers, in e-banking context. We conducted two quantitative studies (A and B) to understand how bank customers represent a gamified business software and its changes (or improvements) over time. Study A was performed in 2012 (N = 183), and study B in 2015 (N = 219). Online bank customers were invited to rate the importance of variables related to: socialness, ease-of-use, usefulness, enjoyment and intention to use e-banking systems with game features and social cues. The results show that ease-of-use and enjoyment are interrelated, and both have influence in e-banking usage. This study present theoretical ground of the conceptual model, and discuss two empirical studies, aiming to analyse the ease-of-use and enjoyment influence on bank customers. These findings will contribute directly to explain of adoption hedonic business software in e-banking.     

Technology adoption: A conjoint analysis of consumers׳ preference on future online banking services

The importance of service delivery technology and online service adoption and usage in the banking industry has received an increased discussion in the literature in recent years. Owing to the fact that Strong online banking services are important drivers for bank performance and customer service delivery; several studies have been carried out on online banking service adoption or acceptance where services are already deployed and on the factors that influence customers׳ adoption and use or intention to use those services. However, despite the increasing discussion in the literatures, no attempt has been made to look at consumers׳ preference in terms of future online banking service adoption. This study used conjoint analysis and stated preference methods with discrete choice model to analyze the technology adoption pattern regarding consumers׳ preference for potential future online banking services in the Nigerian banking industry. The result revealed that to increase efficiency and strengthen competitiveness, banks need to promote smart and practical branded services especially self-services at the same time promote a universal adoption of e-banking system services that add entertainment or extra convenience to customers such as ease of usage including digital wallet, real-time interaction (video banking), ATMs integrated with smart phones, website customization, biometric services, and digital currency. These services can contribute to an increasing adoption of online services.     

Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory

As with any other information system (IS), the success of online shopping depends largely on customer satisfaction and other factors that will eventually increase customers' loyalty intentions. This article integrates two major variables of technology acceptance model (TAM), trust, and fairness to construct a model for investigating the motivations behind customers' loyalty intentions towards online shopping. The hypothesised model is validated empirically using data collected from 311 customers of an online shopping store. The results indicated that distributive, procedural and interactional fairness were strong predictors of trust, which in turn influenced satisfaction. Distributive fairness and interactional fairness exhibited significant positive effects on satisfaction. Perceived usefulness and satisfaction influenced loyalty intention towards online shopping. Perceived ease of use acts indirectly on loyalty intention through the mediating effect of perceived usefulness. Implications for theory and practice and future research directions are discussed.     

E-banking: challenges and opportunities in the Greek banking sector

Internet technologies have a great potential for changing fundamentally the banks and the banking industry. The opportunities, which the e-banking services and technologies offer to the banking sector in order to fulfil existing customer needs and to attract new prospective customers, are the driving forces for banks in order to design, develop and operate their own e-banking systems. This paper examines the challenges and opportunities of e-banking for the Greek banking sector, during the e-commerce era, and also presents the results of a survey of banking executives working at banks offering e-banking services. The main findings demonstrate that banks expand to e-banking services in order to remain competitive, to keep track with technological developments and to benefit from the lower cost of e-banking transactions. The major problems they face are the low response rate from customers and the implementation of security and data protection mechanisms. The relatively low Internet usage, the non-familiarity with technologically advanced devices and problems regarding security and privacy are the main factors that have a negative influence on the adoption of e-banking services by customers in Greece.     

Factors affecting the acceptance of information systems supporting emergency operations centres

Despite the recognition that information system acceptance is an important antecedent of effective emergency management, there has been comparatively very little research examining this aspect of technology acceptance. The current research responded to this gap in literature by adapting and integrating existing models of technology acceptance. This was done in order to examine how a range of technology acceptance factors could affect the acceptance of emergency operations centre information systems. Relationships between several of these factors were also examined. Questionnaire data from 383 end-users of four different emergency operations centre information systems were analysed using structural equation modelling. This analysis concluded that technology acceptance factors of performance expectancy, effort expectancy, social influence and information quality explained 65 percent of variance in symbolic adoption, which is a combination of mental acceptance and psychological attachment towards an information system. A number of moderating effects of age, gender, experience of use and domain experience were also identified. A mediating component, of performance expectancy, explained 49 percent of variance between facilitating conditions, information quality, effort expectancy, and resulting symbolic adoption. These findings highlight a need to re-focus technology acceptance research on both mediating and moderating effects and the importance of considering domain specific factors. Applied recommendations are also made, for successfully implementing relevant information systems.     

Understanding information proactiveness and the content management system adoption in pre-implementation stage

The overall technology acceptance literature does not pay sufficient attention to the issue of the mandated use of systems as the traditional acceptance models (e.g. TAM) were originally built, tested, and validated by being applied to technologies that were mainly voluntary in nature, that is, the users had the choice of whether to use or not use the technology. Few have studied end users' proactive motivation to use information and attitude toward newly implemented technologies within organizational contexts, before end-users start using the technology or pre-implementation stage. This research proposes that information proactiveness has influences on the content management systems adoption beliefs such as perceived ease of use and perceived usefulness. The proposed model was empirically tested using the data collected from content management systems end-users. As theorized, information proactiveness was found to be a significant determinant of system users' perceived ease of use but not perceived usefulness in pre-implementation stage. Furthermore, perceived behavioral control was found to be a strong determinant of systems users' attitude. The study findings provide important insights on enhancing system users' adoption behavior in pre-implementation stage.     

Playing seriously – How gamification and social cues influence bank customers to use gamified e-business applications

The development of business applications with game features has given rise to a new trend called gamification and challenged e-banking to introduce new game elements, such as mechanics and social cues, to its traditional applications. Yet, there has been a lack of empirical evidence regarding the intention to use, these type of applications and their possible impacts on business. Here, we explore the role of gamification, socialness, and other four well-known variables (ease-of-use, usefulness, enjoyment, and intention to use) in a gamified business application and corresponding business. We proposed and evaluated a model based on the Technology Acceptance Model to better analyze and understand the adoption of gamified business applications. To test this model, we developed a study using a sample of 183 bank customers, and we found that gamification significantly improved the customer’s sense of social interaction, which, in turn, strongly influenced the customer’s intention to use the applications. We argue that this intention to use could provide a strong benefit to the business, in term of increased customer engagement. This paper presents a new conceptual model to predict behavioral intention in regards to gamification in e-banking, illustrating seven variables that affect the adoption of e-banking by bank customers. Our findings contribute overall to a better understanding of gamification in e-banking (with the extension of Technology Acceptance Model theories, and the new variable gamification), providing important practical implications for software development and marketing practices.     

Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry

This study aims to provide an integrated model that examines the determinants of near-field communication (NFC) based mobile payment (MP) technology acceptance in the restaurant industry. The proposed model, which combines the unified theory of acceptance and use of technology (UTAUT) and technology acceptance model (TAM), was tested via structural equation modeling (SEM) by using data collected from 412 restaurant customers. The study results indicated that the proposed model provides approximately 20% greater explanatory power and predictive accuracy than the original UTAUT model and demonstrates strong evidence of the effects of risk, security, and trust on customers' intentions to use NFC-based MP technology in restaurant settings. In addition, considering the total effect, attitude, security, and risk have the most substantial impact on customers’ behavioral intentions. The study results further demonstrate that risk, security, and trust are also important determinants, with direct and indirect impacts, of other critical constructs (i.e., effort expectancy, hedonic and utilitarian performance expectancy, attitude, and intention). The empirical findings provide valuable theoretical contributions for researchers and practical implications for restaurant operators and technology vendors by explaining the reasons as to why the NFC-based MP is not popular in North American restaurants.     

Reexamining the Factors for Trust in Cultivating Online Customer Repurchase Intentions: The Moderating Effect of Perceived Waiting

With the advancement of Internet technology, online shopping has emerged as a popular way of making purchases. However, because online shopping does not allow immediate enjoyment of purchases as bricks-and-mortar shops do, cultivating customers' trust in online businesses is especially important in attracting return customers. Previous studies have put forward the factors that build multidimensional trust but not systematically examined them. This article reexamines factors of building customer trust and makes a systematic study of the relationship between customers' perceived waiting and repurchase intention. This study examines online stores' professional ability, integrity, and benevolence were selected as the three constructing factors of trust. A total of 351 valid customer questionnaires were collected and analyzed using structural equation modeling. It was found that the most influential factor in customer trust was the security of the online business' information system, followed by the privacy protection, whereas the third-party guarantees and recommendation exhibited the third strongest correlation. Furthermore, the perceived waiting was a significant factor affecting customers' decision to return, notwithstanding their trust in an online business.     

Consumers’ adoption of information services

This paper reports on a design science research study that seeks to investigate how information service components affect consumers’ potential adoption of such services. More specifically, the paper develops a conceptual model that uses the theory of organizational information services (TOIS) and the unified theory of acceptance and use of technology (UTAUT) as a basis. The results indicate that individual constructs can be linked to service components. In turn, this result can potentially be instrumental in progress toward a deeper understanding of consumers’ adoption of information services and how this affects the development of such services and systems that support them.     

A conceptual model for acceptance of social CRM systems based on a scoping study

Recent developments in information technology and Web services have increased the potential for creating more rapid and extensive social networks and business relationships. Web 2.0 technologies, commonly referred to as online social media, have become important tools within the growth of information and communication technology (ICT) in the last few years. Web 2.0 tools such as blogs, Wiki and other services, which are widely used by individuals, also have an effect on customer relationship management (CRM) systems. Consequently, social CRM (SCRM) is emerging as a new paradigm for integrating social networking in more traditional CRM systems. However, social CRM is yet to be fully utilised as a value-adding tool in improving customer relationships. This paper reports on a scoping study that explored the current situation of CRM adoption in banking industry in Saudi Arabia. The aim of this paper is to identify the factors that may influence businesses and customers’ adoption of social CRM. Various models have been proposed to study ICT and information systems acceptance and usage. This paper proposes an enhancement to one of these models, specifically the Technology Acceptance Model (TAM), by incorporating a range of factors identified in the social networking and business relationships literature believed to influence social CRM adoption. In particular, the model proposes that familiarity, caring behaviour, sharing information and perceived trustworthiness can generate cognitive view about the relationships between employees and customers. This view besides Web 2.0 features may offer a way of analysing the potential adoption of social CRM.     

Factors affecting perception of information security and their impacts on IT adoption and security practices

The gap between the perceived security of an information system and its real security level can influence people' decisions and behavior. The objective of this study is to find effective ways to adjust people's perception of information security, in order to enhance their intention to adopt IT appliances and compliance to security practices. Two separate experiments were conducted. In experiment I, 64 participants were asked to transfer money through an e-banking system. Their intention to adopt e-banking was measured by a questionnaire. In experiment II, 64 participants were asked to register on an online forum. Their subjective intention to create a strong password was measured by a questionnaire, and the objective strength of the passwords they created was calculated. Results of the ANOVA and the path models derived from the path analysis indicated that people's adoption intention, such as their intention to adopt e-banking, can be enhanced by changing their perceived Knowledge, Controllability and Awareness, while changing the perceived Controllability is most effective. The results also indicated that people's compliance to security practices, such as setting strong passwords for IT systems, can be enhanced by changing their perceived Knowledge, Severity and Possibility, while changing their perceived Knowledge and Severity is most effective. Implications for further research and practice were also discussed.     

The impact of IT spillovers on technical efficiency: The role of IT intensity and supply chain relationships

This study examines the impact of information technology (IT) spillovers from suppliers and customers on an industry's technical efficiency and evaluates how such impact is moderated by its IT intensity and supply chain relationships. We employ a two-stage stochastic production frontier approach to estimate the relationship between IT spillovers and technical efficiency in U.S. industries. The findings show that the benefits from suppliers' and customers' IT spillovers in improving technical efficiency are greater in more IT-intensive industries, in industries that are more dependent on suppliers or customers in their production, and in industries that are more concentrated than their suppliers.     

Technology for Development: Understanding Influences on use of Rural Telecenters in India

In recent years, there has been an increasing use of information and communication technology as a means of improving the income and capabilities of farmers. Many large agri-business organizations, governments, and independent private firms have created telecenters to meet these goals. However, use of telecenter facilities has not met its potential. We use the technology adoption and diffusion frameworks of Rogers (adoption/diffusion, 2003) and Davis (technology adoption model – TAM, [(1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–339]) to understand factors that influence adoption and use of information technology by farmers. Based on a five-state sample of 280 farmers and agricultural workers, we identify adoption/diffusion factors that increase use of telecenters. Bivariate results support the dimensions suggested by Rogers: relative advantage, compatibility, low complexity, and observability, while also supporting the TAM factors of usefulness and ease of use. Logistic regression findings identify the most important Rogers' dimensions. Binary-independent variables of North–South telecenter location and telecenter business-independent ownership indicate North–South location influences both the models of adoption/diffusion and TAM factors, while telecenter ownership influences the model of TAM factors. The practical and government policy implications are examined.     

Predicting user acceptance of collaborative technologies: An extension of the technology acceptance model for e-learning

Collaborative technologies support group work in project-based environments. In this study, we enhance the technology acceptance model to explain the factors that influence the acceptance of Google Applications for collaborative learning. The enhanced model was empirically evaluated using survey data collected from 136 students enrolled in a full-time degree program that used Google Applications to support project work. According to the research results, determinants of the technology acceptance model are the major factors influencing the adoption of the technology. In addition, the subjective norm represented by peers is found to significantly moderate the relationship between attitude and intention toward the technology. However, our results do not show a significant effect of subjective norms represented by instructors and mass media on students' intentions to use the technology. The ability to share information in the collaborative learning environment is found to influence intention and behavior toward the Google Applications platform.     

The impact of cost,technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems

Internet technology enables companies to capture new customers, track their performances and online behavior, and customize communications, products, services, and prices. Customer relationship management (CRM) is an important concept to maintain competitiveness at e-commerce. The issue of electronic customer relationship management (E-CRM) has increasingly become the identification of the success of the CRM implementation. The E-CRM has emerged as one of the most prominent information system that enables organizations to contact customers and collect, store and analyze customer data in order to provide a comprehensive view of their customers. Organization can obtain competitive advantages from increase effectiveness of the E-CRM. This research proposes determining the effective factors (cost, technology acceptance and employees' satisfaction) for the effectiveness of the E-CRM. The structural equation modeling technique was used to evaluate the causal model and to examine the reliability and validity of the measurement model. The results of gathered data from 210 employees of the East Azerbaijan Tax Administration in iran is indicated that the impact of the technology acceptance on organization performance begins with infrastructure capability, ease of use, and E-learning systems, and the complementarity between these factors positively influences the effectiveness of the E-CRM. The results also indicated that the customer costs positively affects on the customer relationship performance, which consequently leads to improvements of the effectiveness of the E-CRM in organization. Our findings show that each of cost, technology acceptance and satisfaction employee plays an important role toward in effectiveness of the E-CRM.     

An empirical investigation of a modified technology acceptance model of IPTV

This study explores the factors influencing the adoption of IPTV, and tests the applicability of the technology acceptance model (TAM) in a new convergent technology. The behavioural constructs from TAM were tested for predicting user acceptance of IPTV. Structural equation modelling was used to analyse data and to design a theoretical model predicting the individual's intention to adopt IPTV. A modified TAM for IPTV proposes that new constructs determine user-perceived usefulness and enjoyment of using IPTV. Although this study confirms the impact of information quality and system quality on consumers' technology experience, it specifically shows that the perceived quality of content and system were found to have a significant effect on users' perceived usefulness and perceived enjoyment. In addition, social influences had a positive effect on the intention to use IPTV. These findings suggest an extension of the TAM model for convergence technologies. This research advances theory and contributes to the foundation for future research aimed at improving the understanding of users' adoption behaviour of convergence technologies. Implications of these findings for practice and research are examined.     

Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit

Online banking (Internet banking) has emerged as one of the most profitable e-commerce applications over the last decade. Although several prior research projects have focused on the factors that impact on the adoption of information technology or Internet, there is limited empirical work which simultaneously captures the success factors (positive factors) and resistance factors (negative factors) that help customers to adopt online banking. This paper explores and integrates the various advantages of online banking to form a positive factor named perceived benefit. In addition, drawing from perceived risk theory, five specific risk facets – financial, security/privacy, performance, social and time risk – are synthesized with perceived benefit as well as integrated with the technology acceptance model (TAM) and theory of planned behavior (TPB) model to propose a theoretical model to explain customers’ intention to use online banking. The results indicated that the intention to use online banking is adversely affected mainly by the security/privacy risk, as well as financial risk and is positively affected mainly by perceived benefit, attitude and perceived usefulness. The implications of integrating perceived benefit and perceived risk into the proposed online banking adoption model are discussed.     

基于客户喜好的双向个性化推荐算法

为了解决现有推荐算法仅考虑同类产品间单向推荐所缺乏的灵活性,提升产品的销量及用户的购物体验,提出一种基于客户喜好的双向个性化推荐算法,不仅可以为客户精准推荐产品,还可以为商家推荐潜在客户.首先,基于产品购买网络中客户及其邻居的购买信息,扩展客户购买信息;其次设计客户产品喜好权重计算办法,分析客户的购买喜好,并在客户喜好的指导下为客户提供个性化的产品推荐;最后,基于商家提供的样本客户,挖掘与样本客户相似的客户构成社区,为商家提供潜在客户推荐以及精准客户维护.在真实数据集上的实验验证了算法的有效性.该算法从客户和商家两个维度出发实现了产品与客户的双向推荐,为个性化推荐领域的研究提供有益的帮助.