TY - JOUR
T1 - Consumers’ post-adoption behaviour towards Internet banking
T2 - empirical evidence from Australia
AU - Adapa, Sujana
AU - Roy, Sanjit Kumar
PY - 2017/9/2
Y1 - 2017/9/2
N2 - This study sets out to investigate the factors that influence Australian consumers’ post-adoption behaviour towards Internet banking. By integrating the research streams of technology adoption, diffusion of innovations and continuance theory of information systems, technology factors, channel factors, social factors and value-for-money factors were hypothesised to exert an impact on consumers’ post-adoption behaviour towards Internet banking. Data were gathered from 372 Internet banking users through a cross-sectional mall intercept survey. The data were analysed using Partial Least Squares path modelling. The results show that technology factors, channel factors and value-for-money factors partially influence consumers’ post-adoption behaviour towards Internet banking. Social factors were found to be non-significant. The practical implications for retail bank managers in formulating effective service delivery channel management strategies were outlined. The practical, theoretical and methodological implications of the study were discussed, and limitations and avenues for future research were presented.
AB - This study sets out to investigate the factors that influence Australian consumers’ post-adoption behaviour towards Internet banking. By integrating the research streams of technology adoption, diffusion of innovations and continuance theory of information systems, technology factors, channel factors, social factors and value-for-money factors were hypothesised to exert an impact on consumers’ post-adoption behaviour towards Internet banking. Data were gathered from 372 Internet banking users through a cross-sectional mall intercept survey. The data were analysed using Partial Least Squares path modelling. The results show that technology factors, channel factors and value-for-money factors partially influence consumers’ post-adoption behaviour towards Internet banking. Social factors were found to be non-significant. The practical implications for retail bank managers in formulating effective service delivery channel management strategies were outlined. The practical, theoretical and methodological implications of the study were discussed, and limitations and avenues for future research were presented.
KW - channel factors
KW - Internet banking
KW - post-adoption behaviour
KW - social factors
KW - technology factors
KW - value-for-money factors
UR - http://www.scopus.com/inward/record.url?scp=85018974346&partnerID=8YFLogxK
U2 - 10.1080/0144929X.2017.1319498
DO - 10.1080/0144929X.2017.1319498
M3 - Article
AN - SCOPUS:85018974346
VL - 36
SP - 970
EP - 983
JO - Behaviour & information technology
JF - Behaviour & information technology
SN - 0144-929X
IS - 9
ER -