An Assessment of Users' Acceptance of Internet Banking: An Empirical Case of Egypt

Abstract

Internet banking has been of interest to academics, business leaders and banks officials over the past four decades, particularly in terms of enhancing customer services. Although the usage of internet banking continues to develop, and be widely accepted by customers, the research usually focuses on other banking sector business activities. The research to date has not provided a consensus on users’ acceptance of internet banking. Even though in recent years the topic of banking automated services has appeared in management literature with increasing frequency, internet banking remains poorly defined and the interpretation of its acceptance fragmented, particularly in developing countries. In this study, I extend knowledge with regards to factors that influence users’ acceptance of Internet banking in light of the Technology Acceptance Model (TAM), using data obtained from customers of one of the largest banks in Egypt. I explored that factors that influence users’ acceptance on Internet banking, and used quantitative research in the form of questionnaire survey to meet the objectives of the research. The results show that the main factor, which affected banks' customers' decision to use Internet banking service, was ease of use, followed by usefulness and trust and credibility of the service. Other external factors such as personal innovativeness, individual differences, computer and Internet use experience, promoting circumstances and service assistance, and communication, which determined the three antecedents, were applicable and valid in explaining users' adoption.