Investigating Customer Behavior towards Using Internet Banking: A Study of Afghanistan International Bank

Abstract

Examining the effects of Design Features and Behavioral Intention on customer's Behavior to using or adoption internet banking in Afghanistan International Bank is concerned. The aim of this research is to investigate the customer Behavior towards using internet banking services. The research is based on an empirical study using questionnaire as survey instrument to test the hypothesis. The influences of independent variables on depended variable are considered. A pilot study is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 200 Questionnaire are distributed among the Afghanistan International Bank customers for the present study, the procedure adopted for the present study is categorized as convenience sampling method, and collected data is analyzed using SPSS software. The outcome concluded that 2 variables of design features and the Behavioral Intention have significantly positive effect on the customers' Behavior to adopt internet banking services. Results indicates that 72 percent of bank customers' Behavior toward using or adopting the internet banking services in Afghanistan International Bank significantly depends on the Behavioral Intention. Extending to examine the Theory of Planned Behavior in the rest major provinces of Afghanistan, and with the other Afghan private and government banks are recommended for the future researchers.