Abstract
Due to recent technological developments in banking, the use of e-banking is becoming increasingly widespread. This study explored the effect of e-service quality on actual use of e-banking services and explained it through technology acceptance model. A survey was conducted in Pakistan and 493 questionnaires were collected form the e-banking users and the data were analyzed using AMOS 20 and SPSS 20. The results of the study indicates that e-service quality positively affects perceived usefulness, perceived ease of use and intention to use e-banking and perceived usefulness positively affects attitude towards using e-banking and behavioral intentions to use e-banking. Perceived ease of use affects attitude towards using e-banking and attitude positively affects behavioral intentions to use e-banking and behavioral intentions further positively affects actual use of e-banking. The sequential mediation of attitude and intention has been confirmed between e-service quality and actual use of e banking. This study has significance for the managers of banking industry and will enable them to influence the attitude of customers in favor of their services and also help them to devise strategies to improve their profitability.
| Original language | English |
|---|---|
| Title of host publication | Academy of Management Annual Meeting Proceedings |
| Place of Publication | AOM Boston |
| Publisher | Academy of Management |
| Volume | 2019 |
| DOIs | |
| Publication status | Published - 1 Aug 2019 |
| Externally published | Yes |