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Extending Technology Acceptance Model (TAM) to Investigate the Factors Affecting the Behavioral Intention of Internet Banking in Turkey

Yıl 2024, Cilt: 11 Sayı: 1, 116 - 133, 31.03.2024

Görkem Erdoğan

https://doi.org/10.30798/makuiibf.1218925
Cited By: 2

Öz

The purpose of this study is to investigate the factors affecting the behavioral intention of internet banking (I-BNKNG) in Turkey. In this study, users' adoption of I-BNKNG will be examined with Technology Acceptance Model and newly added variables. The data obtained from 441 I-BNKNG users by the survey method are analyzed with the structural equation model. According to the results of the study, perceived credibility, self-efficacy and compatibility affect perceived ease of use (PEA) and perceived usefulness (PUS). In addition, the study reveals both the relationship between PEA and PUS and the result that PEA and PUS impacts satisfaction. Finally, PEA, PUS and satisfaction are the main determinants of behavioral intention in I-BNKNG.

Anahtar Kelimeler

Technology Acceptance Model Internet Banking Behavioral Intention

Kaynakça

  • Abd Ghani, M., Rahi, S., Yasin, N. M., & Alnaser, F. M. (2017). Adoption of internet banking: extending the role of technology acceptance model (TAM) with e-customer service and customer satisfaction. World Applied Sciences Journal, 35(9), 1918-1929.
  • AbuShanab, E., Pearson, M., & Setterstrom, A.J. (2010) Internet banking and customers’ acceptance in Jordan: The unified model’s perspective. Communications of the Association for Information Systems, 26(1), 493–524.
  • Aderonke, A. A. (2010). An empirical investigation of the level of users' acceptance of e-banking in Nigeria. Journal of Internet Banking and Commerce, 15(1), 1.
  • Agrebi, S., & Jallais, J. (2015). Explain the intention to use smartphones for mobile shopping. Journal of Retailing and Consumer Services, 22, 16-23. http://dx.doi.org/10.1016/j.jretconser.2014.09.003
  • Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., Lal, B., & Williams, M. D. (2015). Consumer adoption of Internet banking in Jordan: Examining the role of hedonic motivation, habit, self-efficacy and trust. Journal of Financial Services Marketing, 20(2), 145-157. http://dx.doi.org/10.1057/fsm.2015.5
  • AlKailani, M. (2016). Factors affecting the adoption of internet banking in Jordan: An extended TAM Model. Journal of Marketing Development & Competitiveness, 10(1), 39.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411. http://dx.doi.org/10.1037/0033-2909.103.3.411
  • Ariff, M. S. M., Min, Y. S., Zakuan, N., Ishak, N., & Ismail, K. (2013). The impact of computer self efficacy and technology acceptance model on behavioral intention in internet banking system. Review of Integrative Business and Economics Research, 2(2), 587.
  • Ariff, M. S. M., Yeow, S. M., Zakuan, N., Jusoh, A., & Bahari, A. Z. (2012). The effects of computer self-efficacy and technology acceptance model on behavioral intention in internet banking systems. Procedia-Social and Behavioral Sciences, 57, 448-452. http://dx.doi.org/10.1016/j.sbspro.2012.09.1210
  • Bandura, A. (1986) Social foundations of thought and action: A social cognitive theory. Englewood Cliffs, NJ: Prentice Hall.
  • Bashir, I., & Madhavaiah, C. (2014). Determinants of young consumers’ intention to use internet banking services in India. Vision, 18(3), 153–163. http://dx.doi.org/10.1177/0972262914538369
  • Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2), 201-214. http://dx.doi.org/10.1016/S0167-9236(01)00111-7
  • Boateng, H., Adam, D. R., Okoe, A. F., & Anning-Dorson, T. (2016). Assessing the determinants of internet banking adoption intentions: A social cognitive theory perspective. Computers in Human Behavior, 65, 468-478. http://dx.doi.org/10.1016/j.chb.2016.09.017
  • Bukhari, S. M. F., Ghoneim, A., Dennis, C., & Jamjoom, B. (2013). The antecedents of travellers’e-satisfaction and intention to buy airline tickets online: A conceptual model. Journal of Enterprise Information Management, 26(6), 624-641.
  • Celik, H. (2008). What determines Turkish customers' acceptance of internet banking?. International Journal of Bank Marketing, 26(5), 353-370.
  • Chen, L., Gillenson, M., & Sherrell, D. (2002). Enticing online consumers: an extended technology acceptance perspective. Information & Management, 39(8), 705-719. http://dx.doi.org/10.1016/S0378-7206(01)00127-6
  • Cheng, T. E., Lam, D. Y., & Yeung, A. C. (2006). Adoption of internet banking: an empirical study in Hong Kong. Decision Support Systems, 42(3), 1558-1572. http://dx.doi.org/10.1016/j.dss.2006.01.002
  • Compeau, D. R., & Higgins, C. A. (1995). Computer self-efficacy: Development of a measure and initial test. MIS Quarterly, 19(2), 189-211. http://dx.doi.org/10.2307/249688
  • Compeau, D., Higgins, C. A., & Huff, S. (1999). Social cognitive theory and individual reactions to computing technology: A longitudinal study. MIS Quarterly, 23(2), 145-158. http://dx.doi.org/10.2307/249749
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81. http://dx.doi.org/10.1177/002224299005400306
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  • Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51. http://dx.doi.org/10.1177/002224299706100203
  • Fayad, R., & Paper, D. (2015). The technology acceptance model e-commerce extension: a conceptual framework. Procedia Economics and Finance, 26, 1000-1006. http://dx.doi.org/10.1016/S2212-5671(15)00922-3
  • Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: an introduction to theory and research. Addison Wesley.
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  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19. http://dx.doi.org/10.1177/002224299405800201
  • Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(3), 38-53. http://dx.doi.org/10.1145/569905.569910
  • George, A., & Kumar, G. G. (2013). Antecedents of customer satisfaction in internet banking: Technology acceptance model (TAM) redefined. Global Business Review, 14(4), 627-638. http://dx.doi.org/10.1177/0972150913501602
  • Giovanis, A. N., Binioris, S., & Polychronopoulos, G. (2012). An extension of TAM model with IDT and security/privacy risk in the adoption of internet banking services in Greece. EuroMed Journal of Business, 7(1), 24-53. http://dx.doi.org/10.1108/14502191211225365
  • Hair, J.F., Black, W.C., Babin, B., Anderson, R.E., & Tatham, R.L. (2010). Multivariate Data Analysis, Prentice Hall, Upper Saddle River, NJ.
  • Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78. http://dx.doi.org/10.1016/j.tele.2012.11.001
  • Hernandez, J. M. C., & Mazzon, J. A. (2007). Adoption of internet banking: proposition and implementation of an integrated methodology approach. International Journal of Bank Marketing, 25(2), 72-88.
  • Hussain Chandio, F., Irani, Z., Abbasi, M. S., & Nizamani, H. A. (2013). Acceptance of online banking information systems: an empirical case in a developing economy. Behaviour & Information Technology, 32(7), 668-680. http://dx.doi.org/10.1080/0144929X.2013.806593
  • Kaur, A., & Malik, G. (2019). Examining factors influencing Indian customers’ intentions and adoption of Internet banking: Extending TAM with electronic service quality. Innovative Marketing, 15(2), 42. http://dx.doi.org/10.21511/im.15(2).2019.04
  • Kline, R. B. (2011). Principles and practice of structural equation modeling (3rd ed.). Guilford.
  • Lee, M. C. (2009). Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141. http://dx.doi.org/10.1016/j.elerap.2008.11.006
  • Lin, F. T., Wu, H. Y., & Tran, T. N. N. (2015). Internet banking adoption in a developing country: an empirical study in Vietnam. Information Systems and e-Business Management, 13(2), 267-287. http://dx.doi.org/10.1007/s10257-014-0268-x
  • Ling, G. M., Fern, Y. S., Boon, L. K., & Huat, T. S. (2016). Understanding customer satisfaction of internet banking: A case study in Malacca. Procedia Economics and Finance, 37, 80-85. http://dx.doi.org/10.1016/S2212-5671(16)30096-X
  • Mansour, K. B. (2016). An analysis of business’ acceptance of internet banking: an integration of e-trust to the TAM. Journal of Business & Industrial Marketing, 31(8), 982-994. http://dx.doi.org/10.1108/JBIM-10-2016-271
  • Marakarkandy, B., Yajnik, N., & Dasgupta, C. (2017). Enabling internet banking adoption: An empirical examination with an augmented technology acceptance model (TAM). Journal of Enterprise Information Management, 30(2), 263-294. http://dx.doi.org/10.1108/JEIM-10-2015-0094
  • McFarland, D. J., & Hamilton, D. (2006). Adding contextual specificity to the technology acceptance model. Computers in Human Behavior, 22(3), 427-447. http://dx.doi.org/10.1016/j.chb.2004.09.009
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  • Natarajan, T., Balasubramanian, S. A., & Kasilingam, D. L. (2017). Understanding the intention to use mobile shopping applications and its influence on price sensitivity. Journal of Retailing and Consumer Services, 37, 8-22. http://dx.doi.org/10.1016/j.jretconser.2017.02.010
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  • Patel, K. J., & Patel, H. J. (2018). Adoption of internet banking services in Gujarat: An extension of TAM with perceived security and social influence. International Journal of Bank Marketing, 36(1), 147-169. http://dx.doi.org/10.1108/IJBM-08-2016-0104
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Yıl 2024, Cilt: 11 Sayı: 1, 116 - 133, 31.03.2024

Görkem Erdoğan

https://doi.org/10.30798/makuiibf.1218925
Cited By: 2

Öz

Kaynakça

  • Abd Ghani, M., Rahi, S., Yasin, N. M., & Alnaser, F. M. (2017). Adoption of internet banking: extending the role of technology acceptance model (TAM) with e-customer service and customer satisfaction. World Applied Sciences Journal, 35(9), 1918-1929.
  • AbuShanab, E., Pearson, M., & Setterstrom, A.J. (2010) Internet banking and customers’ acceptance in Jordan: The unified model’s perspective. Communications of the Association for Information Systems, 26(1), 493–524.
  • Aderonke, A. A. (2010). An empirical investigation of the level of users' acceptance of e-banking in Nigeria. Journal of Internet Banking and Commerce, 15(1), 1.
  • Agrebi, S., & Jallais, J. (2015). Explain the intention to use smartphones for mobile shopping. Journal of Retailing and Consumer Services, 22, 16-23. http://dx.doi.org/10.1016/j.jretconser.2014.09.003
  • Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., Lal, B., & Williams, M. D. (2015). Consumer adoption of Internet banking in Jordan: Examining the role of hedonic motivation, habit, self-efficacy and trust. Journal of Financial Services Marketing, 20(2), 145-157. http://dx.doi.org/10.1057/fsm.2015.5
  • AlKailani, M. (2016). Factors affecting the adoption of internet banking in Jordan: An extended TAM Model. Journal of Marketing Development & Competitiveness, 10(1), 39.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411. http://dx.doi.org/10.1037/0033-2909.103.3.411
  • Ariff, M. S. M., Min, Y. S., Zakuan, N., Ishak, N., & Ismail, K. (2013). The impact of computer self efficacy and technology acceptance model on behavioral intention in internet banking system. Review of Integrative Business and Economics Research, 2(2), 587.
  • Ariff, M. S. M., Yeow, S. M., Zakuan, N., Jusoh, A., & Bahari, A. Z. (2012). The effects of computer self-efficacy and technology acceptance model on behavioral intention in internet banking systems. Procedia-Social and Behavioral Sciences, 57, 448-452. http://dx.doi.org/10.1016/j.sbspro.2012.09.1210
  • Bandura, A. (1986) Social foundations of thought and action: A social cognitive theory. Englewood Cliffs, NJ: Prentice Hall.
  • Bashir, I., & Madhavaiah, C. (2014). Determinants of young consumers’ intention to use internet banking services in India. Vision, 18(3), 153–163. http://dx.doi.org/10.1177/0972262914538369
  • Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2), 201-214. http://dx.doi.org/10.1016/S0167-9236(01)00111-7
  • Boateng, H., Adam, D. R., Okoe, A. F., & Anning-Dorson, T. (2016). Assessing the determinants of internet banking adoption intentions: A social cognitive theory perspective. Computers in Human Behavior, 65, 468-478. http://dx.doi.org/10.1016/j.chb.2016.09.017
  • Bukhari, S. M. F., Ghoneim, A., Dennis, C., & Jamjoom, B. (2013). The antecedents of travellers’e-satisfaction and intention to buy airline tickets online: A conceptual model. Journal of Enterprise Information Management, 26(6), 624-641.
  • Celik, H. (2008). What determines Turkish customers' acceptance of internet banking?. International Journal of Bank Marketing, 26(5), 353-370.
  • Chen, L., Gillenson, M., & Sherrell, D. (2002). Enticing online consumers: an extended technology acceptance perspective. Information & Management, 39(8), 705-719. http://dx.doi.org/10.1016/S0378-7206(01)00127-6
  • Cheng, T. E., Lam, D. Y., & Yeung, A. C. (2006). Adoption of internet banking: an empirical study in Hong Kong. Decision Support Systems, 42(3), 1558-1572. http://dx.doi.org/10.1016/j.dss.2006.01.002
  • Compeau, D. R., & Higgins, C. A. (1995). Computer self-efficacy: Development of a measure and initial test. MIS Quarterly, 19(2), 189-211. http://dx.doi.org/10.2307/249688
  • Compeau, D., Higgins, C. A., & Huff, S. (1999). Social cognitive theory and individual reactions to computing technology: A longitudinal study. MIS Quarterly, 23(2), 145-158. http://dx.doi.org/10.2307/249749
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81. http://dx.doi.org/10.1177/002224299005400306
  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. http://dx.doi.org/10.2307/249008
  • Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51. http://dx.doi.org/10.1177/002224299706100203
  • Fayad, R., & Paper, D. (2015). The technology acceptance model e-commerce extension: a conceptual framework. Procedia Economics and Finance, 26, 1000-1006. http://dx.doi.org/10.1016/S2212-5671(15)00922-3
  • Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: an introduction to theory and research. Addison Wesley.
  • Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. http://dx.doi.org/10.1177/002224378101800104
  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19. http://dx.doi.org/10.1177/002224299405800201
  • Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(3), 38-53. http://dx.doi.org/10.1145/569905.569910
  • George, A., & Kumar, G. G. (2013). Antecedents of customer satisfaction in internet banking: Technology acceptance model (TAM) redefined. Global Business Review, 14(4), 627-638. http://dx.doi.org/10.1177/0972150913501602
  • Giovanis, A. N., Binioris, S., & Polychronopoulos, G. (2012). An extension of TAM model with IDT and security/privacy risk in the adoption of internet banking services in Greece. EuroMed Journal of Business, 7(1), 24-53. http://dx.doi.org/10.1108/14502191211225365
  • Hair, J.F., Black, W.C., Babin, B., Anderson, R.E., & Tatham, R.L. (2010). Multivariate Data Analysis, Prentice Hall, Upper Saddle River, NJ.
  • Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78. http://dx.doi.org/10.1016/j.tele.2012.11.001
  • Hernandez, J. M. C., & Mazzon, J. A. (2007). Adoption of internet banking: proposition and implementation of an integrated methodology approach. International Journal of Bank Marketing, 25(2), 72-88.
  • Hussain Chandio, F., Irani, Z., Abbasi, M. S., & Nizamani, H. A. (2013). Acceptance of online banking information systems: an empirical case in a developing economy. Behaviour & Information Technology, 32(7), 668-680. http://dx.doi.org/10.1080/0144929X.2013.806593
  • Kaur, A., & Malik, G. (2019). Examining factors influencing Indian customers’ intentions and adoption of Internet banking: Extending TAM with electronic service quality. Innovative Marketing, 15(2), 42. http://dx.doi.org/10.21511/im.15(2).2019.04
  • Kline, R. B. (2011). Principles and practice of structural equation modeling (3rd ed.). Guilford.
  • Lee, M. C. (2009). Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141. http://dx.doi.org/10.1016/j.elerap.2008.11.006
  • Lin, F. T., Wu, H. Y., & Tran, T. N. N. (2015). Internet banking adoption in a developing country: an empirical study in Vietnam. Information Systems and e-Business Management, 13(2), 267-287. http://dx.doi.org/10.1007/s10257-014-0268-x
  • Ling, G. M., Fern, Y. S., Boon, L. K., & Huat, T. S. (2016). Understanding customer satisfaction of internet banking: A case study in Malacca. Procedia Economics and Finance, 37, 80-85. http://dx.doi.org/10.1016/S2212-5671(16)30096-X
  • Mansour, K. B. (2016). An analysis of business’ acceptance of internet banking: an integration of e-trust to the TAM. Journal of Business & Industrial Marketing, 31(8), 982-994. http://dx.doi.org/10.1108/JBIM-10-2016-271
  • Marakarkandy, B., Yajnik, N., & Dasgupta, C. (2017). Enabling internet banking adoption: An empirical examination with an augmented technology acceptance model (TAM). Journal of Enterprise Information Management, 30(2), 263-294. http://dx.doi.org/10.1108/JEIM-10-2015-0094
  • McFarland, D. J., & Hamilton, D. (2006). Adding contextual specificity to the technology acceptance model. Computers in Human Behavior, 22(3), 427-447. http://dx.doi.org/10.1016/j.chb.2004.09.009
  • Mohammadi, H. (2015), A study of mobile banking usage in Iran. International Journal of Bank Marketing, 33(6), 733-759.
  • Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2(3), 192-222. http://dx.doi.org/10.1287/isre.2.3.192
  • Natarajan, T., Balasubramanian, S. A., & Kasilingam, D. L. (2017). Understanding the intention to use mobile shopping applications and its influence on price sensitivity. Journal of Retailing and Consumer Services, 37, 8-22. http://dx.doi.org/10.1016/j.jretconser.2017.02.010
  • Nunnally, J.C. (1978). Psychometric Theory. McGraw-Hill, New York, NY.
  • Oh, S., Ahn, J., & Kim, B. (2003). Adoption of broadband Internet in Korea: the role of experience in building attitudes. Journal of Information Technology, 18(4), 267-280. http://dx.doi.org/10.1080/0268396032000150807
  • Patel, K. J., & Patel, H. J. (2018). Adoption of internet banking services in Gujarat: An extension of TAM with perceived security and social influence. International Journal of Bank Marketing, 36(1), 147-169. http://dx.doi.org/10.1108/IJBM-08-2016-0104
  • Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet Research, 14(3), 224-235. http://dx.doi.org/10.1108/10662240410542652
  • Pires, P. J., Costa Filho, B. A. D., & Cunha, J. C. D. (2011). Technology readiness index (TRI) factors as differentiating elements between users and non-users of internet banking, and as antecedents of the technology acceptance model (TAM). Communications in Computer and Information Science, 220, 215–229.
  • Raza, S. A., Jawaid, S. T., & Hassan, A. (2015). Internet banking and customer satisfaction in Pakistan. Qualitative Research in Financial Markets, 7(1), 24-36. http://dx.doi.org/10.1108/QRFM-09-2013-0027
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  • Samar, S., Ghani, M., & Alnaser, F. (2017). Predicting customer’s intentions to use internet banking: the role of technology acceptance model (TAM) in e-banking. Management Science Letters, 7(11), 513-524.
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Toplam 71 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Finans
Bölüm Araştırma Makaleleri
Yazarlar

Görkem Erdoğan 0000-0002-2417-2718

Erken Görünüm Tarihi 29 Mart 2024
Yayımlanma Tarihi 31 Mart 2024
Gönderilme Tarihi 14 Aralık 2022
Yayımlandığı Sayı Yıl 2024 Cilt: 11 Sayı: 1

Kaynak Göster

APA Erdoğan, G. (2024). Extending Technology Acceptance Model (TAM) to Investigate the Factors Affecting the Behavioral Intention of Internet Banking in Turkey. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, 11(1), 116-133. https://doi.org/10.30798/makuiibf.1218925

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