Factors influencing customers’ intention to adopt e-banking: a TAM and cybercrime perspective using structural equation modelling

Abstract

Purpose – This study assesses the factors influencing customers’ intention to adopt e-banking in the context of the technology acceptance model and the moderation role of cybercrime. Design/methodology/approach – The variables in the study are measured using a five-point Likert scale with measures adopted from existing literature. The independent variables are perceived ease of use, perceived usefulness and security and privacy. These are postulated to be moderated by the perceived risk of cybercrime and to influence e-banking adoption intentions. A quantitative approach is used. Primary data are collected from a sample of 209 randomly selected bank customers. The study uses a two-step (measurement model and structural model) approach to data analysis. Findings – The key findings in this study are that perceived risk of cybercrime strengthens the positive relationship between perceived ease of use and e-banking adoption intentions but dampens or weakens the positive relationship between perceived usefulness and customers’ e-banking adoption intentions. The study makes several recommendations to inform scholarship, policy and practice. Originality/value – Unlike existing literature, the study makes a unique contribution by including perceived risk of cybercrime as a moderating variable of theoretical significance in the relationship between adoption of e-banking and its determinants. Keywords E-banking, Adoption intentions, Technology acceptance model, Structural equation modelling, Cybercrime, Perceived usefulness