Determinants of Internet banking adoption

Abstract

To be competitive in high-velocity modern market, it is needed to be mobile and fast. Banking industry is not exceptional. Today financial institutions are considering Internet as an opportunity to offer for their clients’ range of products. Financial organizations and banks needed relevant products and services in order to fulfill customers’ requirements. Certain characteristics are considered as main in online operations and they will be decision point for almost every Internet user. To observe this, the Unified theory of acceptance and use of technology (UTAUT – Venkatesh et al., 2003) have been used. This model allows observing the user’s characteristics such age, gender and experience in Internet (Internet banking) and tolerance degree. Moreover, it help to identify direct determinants such as Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI) and Facilitating Conditions (FC) and indirect ones such as Self-efficacy (SE) and Anxiety (ANX) which are considered as crucial in user’s behavior.