Title: Developing technical innovation model to study customer efficiency, system effectiveness and service efficacy in e-banking

Authors: Anubha Srivastava; Suman Yadav; A.K. Saxena

Addresses: Dr. A.P.J. Abdul Kalam Technical University, Uttar Pradesh, Lucknow, India ' Department of Management Studies, Bundelkhand Institute of Technology (BIET), Jhansi, India ' Faculty of Commerce and Management, Integral University, Lucknow, India

Abstract: This paper attempts to build up a technology adoption model for e-banking services from the viewpoint of a customer. The paper also highlights the presence of significant relationship amongst the selected variables. The findings of the study reveal that system effectiveness, service efficacy and customer efficiency completely impact perceived trust and which later on impacts behavioural intentions. In addition, efficiency of a customer, effectiveness of system and service effectiveness impact perceived risk negatively and which later on also impact behavioural intentions negatively towards e-banking. The findings of this study show that customer perceived trust and perceived risk is linked with adaptation of e-banking. This paper presents statistically technical innovation model of adoption; that seems to be beneficial for forecasting consumer's acceptance towards technological innovations.

Keywords: adoption intentions; e-banking services; perceived trust; perceived risk.

DOI: 10.1504/IJBG.2024.140049

International Journal of Business and Globalisation, 2024 Vol.37 No.4, pp.472 - 484

Received: 31 Aug 2020
Accepted: 21 Sep 2020
Published online: 17 Jul 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article