An Empirical Investigation into the Factors Influencing the Use of E-Banking Services

This study proposes and empirically investigates a research model regarding the use of electronic financial services based on the e-service acceptance model. The current study categorizes electronic financial services provided by banks into transaction oriented services (TOS) and communication-oriented services (COS) to emphasize the co-value creation phenomenon through customer participation. We assume that the antecedent variables studied in the previous studies may exert differential effects on the use behavior of electronic services. The proposed model includes self-efficacy, ease of use, perceived usefulness, and perceived risk as the antecedents to the use of e-banking services. The proposed research model was tested against the data collected through the survey method with company respondents. The key result is that the use behavior of the different types of e-banking services is affected by different sets of factors: the use of both COS and TOS is found to be affected by finance specific self-efficacy, finance specific ease of use, and perceived usefulness, whereas the use of TOS is affected by general Internet self efficacy. The methodology, results, and implications are further discussed.