Customer Acceptance of Internet Banking: An Integration of Technology and Service Perspectives

Banks and other financial institutions use web technologies to create a new channel through which they can provide and deliver financial services. The distinct nature of web technologies makes the financial services different. When customers choose Internet banking services, they assess both the technological and service attributes in order to make a complete decision. In this study, an integrated model is developed to investigate customers’ perceptions of Internet banking from both technological and service perspectives, and their influences on the acceptance decisions. The model is tested in an exploratory study with 133 subjects. The results show that customers’ perceptions of both technological attributes (i.e., TAM attributes) and service attributes (i.e., service quality) of an Internet banking service interact with each other and both have impacts on their intention to use the service