Journal of International Business Research (Print ISSN: 1544-0222; Online ISSN: 1544-0230 )


An Assessment of Bank Customers Intention to Use Internet Banking: The Role of Service Quality and Perceived Security

Author(s): Eke Vincent Ikechukwu, H.B. Singhry

This study was aimed at assessing the intention to use internet banking among bank customers. The study adopted the survey research design based on quantitative approach. Data was collected from bank customers in Bauchi and Gombe states using the convenience sampling technique. Structured questionnaire was used as instrument for data collection and 403 responses were retrieved back and found fit for the analysis. The collected questionnaires were analysed using structural equation modelling. The result of the analysis revealed that performance expectancy, effort expectancy, social influence and reliability have significant positive effect on the behavioural intention to use internet banking service while security does not. The study has several implications to practice as it revealed that banks which intend to increase the adoption rate of their internet banking platforms should focus more on making it easy for users/customers to use and the internet banking service should focus more on providing benefits to customers. In addition, marketing communications should not overlook the important role of role models and peers that influence intention decisions of customers.
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