Examining customers’ continuance intentions towards internet banking usage
Purpose The purpose of this paper is to identify factors that affect continuance intention towards internet banking usage using the institutional trust theory. Design/methodology/approach Data were collected from 481 internet banking users from a bank in Ghana using a questionnaire. The respondents...
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| Veröffentlicht in: | Marketing intelligence & planning 2017-09, Vol.35 (6), p.756-773 |
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| container_title | Marketing intelligence & planning |
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| creator | Ofori, Kwame Simpe Boateng, Henry Okoe, Abednego Feehi Gvozdanovic, Igor |
| description | Purpose
The purpose of this paper is to identify factors that affect continuance intention towards internet banking usage using the institutional trust theory.
Design/methodology/approach
Data were collected from 481 internet banking users from a bank in Ghana using a questionnaire. The respondents were internet banking users. Data were analysed using partial least square-structural equation modelling.
Findings
The results from the analysis revealed that information quality, service quality, privacy and security concerns were significant predictors of both trust and satisfaction. Structural assurance and situational normality were also found to significantly affect trust. Other factors that were found to be significant of continuance intention included satisfaction and trust.
Originality/value
Studies investigating customers’ continuance intention towards internet banking usage using the institutional trust theory in an emerging economy like Ghana is rare. Hence, this study provides a model for banks operating in Ghana to understand internet banking customers’ continuance intention towards internet banking usage. |
| doi_str_mv | 10.1108/MIP-11-2016-0214 |
| format | Article |
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The purpose of this paper is to identify factors that affect continuance intention towards internet banking usage using the institutional trust theory.
Design/methodology/approach
Data were collected from 481 internet banking users from a bank in Ghana using a questionnaire. The respondents were internet banking users. Data were analysed using partial least square-structural equation modelling.
Findings
The results from the analysis revealed that information quality, service quality, privacy and security concerns were significant predictors of both trust and satisfaction. Structural assurance and situational normality were also found to significantly affect trust. Other factors that were found to be significant of continuance intention included satisfaction and trust.
Originality/value
Studies investigating customers’ continuance intention towards internet banking usage using the institutional trust theory in an emerging economy like Ghana is rare. Hence, this study provides a model for banks operating in Ghana to understand internet banking customers’ continuance intention towards internet banking usage.</description><identifier>ISSN: 0263-4503</identifier><identifier>EISSN: 1758-8049</identifier><identifier>DOI: 10.1108/MIP-11-2016-0214</identifier><language>eng</language><publisher>Bradford: Emerald Publishing Limited</publisher><subject>Banking industry ; Banks ; Customer relations ; Customer satisfaction ; Customer services ; Decision making ; Economic development ; Electronic banking ; Electronic commerce ; Internet ; Mobile commerce ; Privacy ; Quality of service ; Trust ; Usability</subject><ispartof>Marketing intelligence & planning, 2017-09, Vol.35 (6), p.756-773</ispartof><rights>Emerald Publishing Limited</rights><rights>Emerald Publishing Limited 2017</rights><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c390t-bdfba3a5b728e3106e70e65c66f1c7348e9b3b6836097466dfccf5426193e0db3</citedby><cites>FETCH-LOGICAL-c390t-bdfba3a5b728e3106e70e65c66f1c7348e9b3b6836097466dfccf5426193e0db3</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/MIP-11-2016-0214/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,778,782,964,11618,27907,27908,52672</link.rule.ids></links><search><creatorcontrib>Ofori, Kwame Simpe</creatorcontrib><creatorcontrib>Boateng, Henry</creatorcontrib><creatorcontrib>Okoe, Abednego Feehi</creatorcontrib><creatorcontrib>Gvozdanovic, Igor</creatorcontrib><title>Examining customers’ continuance intentions towards internet banking usage</title><title>Marketing intelligence & planning</title><description>Purpose
The purpose of this paper is to identify factors that affect continuance intention towards internet banking usage using the institutional trust theory.
Design/methodology/approach
Data were collected from 481 internet banking users from a bank in Ghana using a questionnaire. The respondents were internet banking users. Data were analysed using partial least square-structural equation modelling.
Findings
The results from the analysis revealed that information quality, service quality, privacy and security concerns were significant predictors of both trust and satisfaction. Structural assurance and situational normality were also found to significantly affect trust. Other factors that were found to be significant of continuance intention included satisfaction and trust.
Originality/value
Studies investigating customers’ continuance intention towards internet banking usage using the institutional trust theory in an emerging economy like Ghana is rare. Hence, this study provides a model for banks operating in Ghana to understand internet banking customers’ continuance intention towards internet banking usage.</description><subject>Banking industry</subject><subject>Banks</subject><subject>Customer relations</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Decision making</subject><subject>Economic development</subject><subject>Electronic banking</subject><subject>Electronic commerce</subject><subject>Internet</subject><subject>Mobile commerce</subject><subject>Privacy</subject><subject>Quality of service</subject><subject>Trust</subject><subject>Usability</subject><issn>0263-4503</issn><issn>1758-8049</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2017</creationdate><recordtype>article</recordtype><sourceid>AFKRA</sourceid><sourceid>AZQEC</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><sourceid>GNUQQ</sourceid><recordid>eNptkL9OwzAQhy0EEqWwM0ZiNj3nEicZUVWgUhAMMFuO41QprV1sR8DGa_B6PAkOZUFiuj_6fXfSR8g5g0vGoJzdLR8oYzQFximkLDsgE1bkJS0hqw7JBFKONMsBj8mJ92sAKBDTCakXb3Lbm96sEjX4YLfa-a-Pz0RZE3ozSKN00pug42SNT4J9la71PytndEgaaZ5HePBypU_JUSc3Xp_91il5ul48zm9pfX-znF_VVGEFgTZt10iUeVOkpUYGXBegea4475gqMCt11WDDS-RQFRnnbadUl2cpZxVqaBuckov93Z2zL4P2Qazt4Ex8KdIckcUgz2MK9inlrPdOd2Ln-q1074KBGJ2J6Cw2YnQmRmcRme0RHT3ITfsf8ccyfgMvF27G</recordid><startdate>20170925</startdate><enddate>20170925</enddate><creator>Ofori, Kwame Simpe</creator><creator>Boateng, Henry</creator><creator>Okoe, Abednego Feehi</creator><creator>Gvozdanovic, Igor</creator><general>Emerald Publishing Limited</general><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>8AO</scope><scope>8FI</scope><scope>AFKRA</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FYUFA</scope><scope>F~G</scope><scope>GNUQQ</scope><scope>K6~</scope><scope>L.-</scope><scope>L.0</scope><scope>M0C</scope><scope>M2M</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PSYQQ</scope><scope>Q9U</scope></search><sort><creationdate>20170925</creationdate><title>Examining customers’ continuance intentions towards internet banking usage</title><author>Ofori, Kwame Simpe ; Boateng, Henry ; Okoe, Abednego Feehi ; Gvozdanovic, Igor</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c390t-bdfba3a5b728e3106e70e65c66f1c7348e9b3b6836097466dfccf5426193e0db3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2017</creationdate><topic>Banking industry</topic><topic>Banks</topic><topic>Customer relations</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Decision making</topic><topic>Economic development</topic><topic>Electronic banking</topic><topic>Electronic commerce</topic><topic>Internet</topic><topic>Mobile commerce</topic><topic>Privacy</topic><topic>Quality of service</topic><topic>Trust</topic><topic>Usability</topic><toplevel>online_resources</toplevel><creatorcontrib>Ofori, Kwame Simpe</creatorcontrib><creatorcontrib>Boateng, Henry</creatorcontrib><creatorcontrib>Okoe, Abednego Feehi</creatorcontrib><creatorcontrib>Gvozdanovic, Igor</creatorcontrib><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Pharma Collection</collection><collection>Hospital Premium Collection</collection><collection>ProQuest Central UK/Ireland</collection><collection>ProQuest Central Essentials</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central Korea</collection><collection>Health Research Premium Collection</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Central Student</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ABI/INFORM Global</collection><collection>Psychology Database</collection><collection>ProQuest One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest One Psychology</collection><collection>ProQuest Central Basic</collection><jtitle>Marketing intelligence & planning</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Ofori, Kwame Simpe</au><au>Boateng, Henry</au><au>Okoe, Abednego Feehi</au><au>Gvozdanovic, Igor</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Examining customers’ continuance intentions towards internet banking usage</atitle><jtitle>Marketing intelligence & planning</jtitle><date>2017-09-25</date><risdate>2017</risdate><volume>35</volume><issue>6</issue><spage>756</spage><epage>773</epage><pages>756-773</pages><issn>0263-4503</issn><eissn>1758-8049</eissn><abstract>Purpose
The purpose of this paper is to identify factors that affect continuance intention towards internet banking usage using the institutional trust theory.
Design/methodology/approach
Data were collected from 481 internet banking users from a bank in Ghana using a questionnaire. The respondents were internet banking users. Data were analysed using partial least square-structural equation modelling.
Findings
The results from the analysis revealed that information quality, service quality, privacy and security concerns were significant predictors of both trust and satisfaction. Structural assurance and situational normality were also found to significantly affect trust. Other factors that were found to be significant of continuance intention included satisfaction and trust.
Originality/value
Studies investigating customers’ continuance intention towards internet banking usage using the institutional trust theory in an emerging economy like Ghana is rare. Hence, this study provides a model for banks operating in Ghana to understand internet banking customers’ continuance intention towards internet banking usage.</abstract><cop>Bradford</cop><pub>Emerald Publishing Limited</pub><doi>10.1108/MIP-11-2016-0214</doi><tpages>18</tpages></addata></record> |
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| identifier | ISSN: 0263-4503 |
| ispartof | Marketing intelligence & planning, 2017-09, Vol.35 (6), p.756-773 |
| issn | 0263-4503 1758-8049 |
| language | eng |
| recordid | cdi_emerald_primary_10_1108_MIP-11-2016-0214 |
| source | Emerald A-Z Current Journals |
| subjects | Banking industry Banks Customer relations Customer satisfaction Customer services Decision making Economic development Electronic banking Electronic commerce Internet Mobile commerce Privacy Quality of service Trust Usability |
| title | Examining customers’ continuance intentions towards internet banking usage |
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