A Theoretical Model of Customer Acceptance and Use of Electronic Banking as a Distribution Channel for Banking Products and Services

Abstract

Purpose: The main objective of this article is to present a theoretical model of bank customers' acceptance and use of electronic banking. Design/Methodology/Approach: The research methods include a retrospective traditional review of the extant literature on the topic and its comparative analysis, evaluation and synthesis. The study focuses on conceptual and empirical knowledge about e-banking consumers' attitudes and experiences. Findings: The scientific literature suggests multiple motivators and inhibitors for consumer acceptance and use of electronic banking. Amongst them, the usability and ease of use of e-banking seem to have the most significant positive impact on its acceptance and usage by bank customers. On the contrary, the high perceived risk of using a-banking negatively influences its adoption. Practical Implications: The article identifies the determinants that significantly influence the acceptance and use of electronic banking. Bank managers can use the research results in their e-banking strategies to retain and attract new customers. It also provides the foundation for empirical scientific research on e-banking customers. Originality/Value: The developed theoretical model of electronic banking acceptance and use contributes to banking theory and behavioural finance. It is a comprehensive approach recognising the most important determinants of acceptance and use of electronic banking.