Factors Affecting the Internet Banking Adoption

Abstract

The objective of the paper is to determine the factors affecting the use of internet banking. Using Mongolian commercial banks, this study developed the model of E-service Quality to investigate the factors affecting the use of internet services offered by the banks. This paper has developed the E-service-quality model by integrating the Technology Acceptance Model and the Theory of Planned Behavior. The data was collected through the survey method. Structured Equation Modeling was used for the analysis. The results indicate that the E-service Quality model is effective and robust. The hypotheses were supported by the data. Perceived ease of use, perceived behavioral control, efficiency contact, and continuous improvement of Internet banking services were found to be the factors that affect customer’s intentions to use internet banking. The future recommendations, limitations and implications of the research are also discussed. LEY