Consumers' post-adoption behaviour towards Internet banking: empirical evidence from Australia

Title
Consumers' post-adoption behaviour towards Internet banking: empirical evidence from Australia
Publication Date
2017
Author(s)
Adapa, Sujana
( author )
OrcID: https://orcid.org/0000-0002-4385-1783
Email: sadapa2@une.edu.au
UNE Id une-id:sadapa2
Roy, Sanjit Kumar
Type of document
Journal Article
Language
en
Entity Type
Publication
Publisher
Taylor & Francis
Place of publication
United Kingdom
DOI
10.1080/0144929X.2017.1319498
UNE publication id
une:22341
Abstract
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.
Link
Citation
Behaviour and Information Technology, 36(9), p. 970-983
ISSN
1362-3001
0144-929X
Start page
970
End page
983

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