Factors Influencing the Intendancy of E-Banking : An Integration of TAM & TPB with E-Service Quality

ABSTRACT In recent decades, banks have rapidly moved toward investment on e-banking systems to serve customers. Despite of such investments, reports show that these technologies are not competently welcomed by customers. Therefore, present study aims to identify affecting factors on customers’ intention to use e-banking. In present study, electronic service quality integrated with Technology Acceptance Model and Theory of Planned Behavior model to explain customers’ intention to use e-banking. Research statistical population consists of customers of Passargad and Meli Banks in Qom Province that have used at least one of the e-banking systems so far. Sampling method for Bank Meli is cluster method. Simple random method is used for Passargad Bank. Data collection instrument is questionnaire. Totally, 353 filled questionnaires were returned. Structural Equation Modeling was used to analyze the data. The results of structural equations modeling confirm model fitness in studied population. Likewise, the results from path analysis show that perceived e-service quality and subjective norm have significantly direct influences on intention to use. However, the findings indicate that perceived behavior control and e-service quality have significantly indirect influence on intention to use. In the meantime, shown other variables of models have non-significant influence on intention to use