Perceptions of Internet banking users — a structural equation modelling (SEM) approach

This study examines the perceptions of Internet banking (IB) users in Kerala using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables – perceived ease of use(PEOU) and perceived usefulness(PU) – have a direct effect on IB use, and PEOU also has an indirect effect via PU. Service quality dimensions such as fulfilment, efficiency, reliability, website attributes, responsiveness, and privacy also have indirect effect through TAM variables on IB use. The study discusses the practical implications of these findings.