The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking

Selvanathan, Mahiswaran; Tan, Pei Jun; Bow, Tan Fei; Supramaniam, Mahadevan

doi:10.5539/ibr.v9n11p235

Cited by 7 publications

(6 citation statements)

References 20 publications

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“…Customer trustworthiness and experience have significant relationship towards adoption of OB. However, cost and ease of use was found to be insignificant 50,55 . Significant positive relationships were in between disposition to trustworthiness, trust antecedents and trust.…”

Section: Empirical Review Of Ob Adoption In the Context Of Tesmentioning

confidence: 96%

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E-Service Trustworthiness and Adoption of Online Banking in the Presence of a Moderator: A Relational Study

2019

JECET

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Innovation and technology transformation necessitated retail financial services which includes consumer banking to embrace electronic service delivery in a rapid pace. Online banking is one of the most popular banking facilities in consumer banking segment. Nevertheless, in practice, online banking adoption phenomenon varies depending on the particular context. Therefore, this research attempted to identify the association of adoption and e-service trustworthiness on adopting consumer online banking in the Sri Lankan context. Sample was drawn from the customers of three leading private commercial banks. The accounts opening officers of the banks were selected as enumerators for data collection. Data collected through self-administered questionnaires from the respondents. Initially 450 questionnaires were distributed and 271 duly completed questionnaires were considered for the final data analysis. Principal factors of eservice trustworthiness were identified by conducting PCA. In this relational study, TAM has been extended using the e-services trustworthiness and dimensions of E-Service … Gayan & Damunupola .

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Section: Empirical Review Of Ob Adoption In the Context Of Tesmentioning

confidence: 96%

“…The relationship between trustworthiness and behavioral intention are positively significant 70 . Customer trustworthiness and experience have significant relationship towards adoption of online banking 71 . Trustworthiness significantly and positively impacts commitment.…”

Section: Considering the Aforesaid Facts Following Hypothesis Is Proposedmentioning

confidence: 99%

E-Service Trustworthiness and Adoption of Online Banking in the Presence of a Moderator: A Relational Study

2019

JECET

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“…Hasil penelitian yang dilakukan oleh Hariyanto & Trisunarno (2020) menyatakan bahwa online customer review dan online customer rating memiliki pengaruh terhadap keputusan pembelian, sedangkan hasil penelitian oleh Fiona & Rosha (2022) tidak memiliki pengaruh. Selain itu, pada penelitian yang dilakukan oleh Septiani & Widayatsari (2020) menyatakan kemudahan penggunaan memiliki pengaruh terhadap keputusan pembelian, sedangkan penelitian Selvanathan et al, (2016) menemukan hasil yang tidak signifikan.…”

Section: Gambar 1 Contoh Review and Rating Pada Restoran Gofoodunclassified

Pengaruh Online Customer Review dan Online Customer Rating serta Kemudahan Penggunaan terhadap Keputusan Pembelian pada Restoran yang ada di GoFood

Sulistio,

Aransyah

2023

jmas

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BPS Samarinda (2022) shows that 76.55% of Samarinda residents access the internet. Digital services that have experienced increased demand, especially during the pandemic, are Online Food Delivery (OFD). GoFood leads above ShopeeFood and GrabFood as the most installed apps. The research objective was to identify the effect of online customer reviews, online customer ratings, and ease of use on purchasing decisions at GoFood restaurants in Samarinda. This research uses causal associative quantitative research. The research sample is 100 people with a purposive sampling method. Multiple linear regression models were tested with normality, multicollinearity, and heteroscedasticity tests. Furthermore, a hypothesis test was carried out, which consisted of a partial test, simultaneous test, and test of the coefficient of determination. The results of this study are that online customer reviews, online customer ratings, and ease of use significantly affect purchasing decisions both partially and simultaneously

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“…The relationship between trust and behavioral intention are positively significant (Dayal et al, 1999;Gefen, 2000;Wang et al, 2015). Customer trust and experience have significant relationship towards adoption of online banking (De Leon, 2019;Malaquias & Hwang, 2016;Mayer et al, 1995;Selvanathan et al,2016). Trust significantly and positively impacts commitment.…”

Section: Adoption Of E-banking Perceived Usefulness and Trust Of E-servicesmentioning

confidence: 99%

Untitled

2021

vjm

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This study examines the relationship of perceived usefulness and perceived trust of e-services on adopting e-banking in the context of Sri Lankan private commercial banks. Sample was drawn from the students of University of Kelaniya, those who are possessing e-banking facilities of private banks. Initially 500 questionnaires were distributed and 305 duly completed questionnaires were considered for the final data analysis process. Governing factors on perceived trust of e-services were identified by conducting principal component analysis. TAM has been extended by using the perceived trust of e-services. In order to test the hypotheses, correlation analysis followed by multiple regression analysis using hierarchical method along with diagnosis tests for outliers, residuals, influential cases, were performed whilst supplementary statistical tests, such as trend analysis and contrast test of ANOVA were also used for further analysis of demographic characteristics with NAYANAJITH, DISSANAYAKE, WEERASIRI & DANUMUPOLA 28 special reference to respondents' income levels. The empirical evidence supported two hypotheses indicating the positive relationships of perceived trust of e-services and perceived usefulness variables towards e-banking adoption. Furthermore, it was revealed that there are differences in adoption of e-banking with regard to several demographic variables. Third hypothesis stating the existence of differences in adoption of e-banking between lower income category customers and higher income category was also supported. Restricted sample selection and time restrictions are limitations. Nevertheless, extending of TAM in relation to present research context could be noted as the originality of the research. Findings would be beneficial for Sri Lankan bankers and banking application developers, alike. In conclusion, future research could be conducted in varied contexts in the field of technology adoption in search of novel findings.

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The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking

Cited by 7 publications

References 20 publications

E-Service Trustworthiness and Adoption of Online Banking in the Presence of a Moderator: A Relational Study

E-Service Trustworthiness and Adoption of Online Banking in the Presence of a Moderator: A Relational Study

Pengaruh Online Customer Review dan Online Customer Rating serta Kemudahan Penggunaan terhadap Keputusan Pembelian pada Restoran yang ada di GoFood

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