Identification of the Factor Components Influencing the Continued Use of Internet Banking By Australian Consumers

Abstract

The goal of this paper was to investigate the factor components that influence how consumers continue to use internet banking in Australia. The study sets out to develop a framework based on theoretical models and encompasses technology, channel, social and value for money factors as predictors in the identification of influential factor components for consumers continued use of internet banking. Data were collected using a cross-sectional mall intercept survey in the Western Sydney region, comprising a sample of 372 internet banking users. Exploratory factor analysis was performed on five key scales. The technology and channel factors that were identified consisted of perceived usability, perceived trialability, perceived safety and perceived specialty components. Whereas, social, value for money and continued use factors extracted a single component solution.