Borneo online banking: evaluating customer perceptions and behavioural intention

Abstract

Purpose – Adopting the technology acceptance model, this research examines the factors that determine intention to use online banking in Malaysia Borneo. Perceived ease of use and perceived usefulness factors are considered to be fundamental in determining the acceptance and use of various information technologies. However, these beliefs may not fully clarify behavioural intention towards newly emerging technologies, such as online banking. Design/methodology/approach – This study extends the model to include user computer experience and confidence. Findings – The results indicate that perceived usefulness and perceived ease of use are strong determinants of behavioural intention to adopt online banking. There is also an indirect effect of computer self-efficacy and prior general computing experience on behavioural intention through perceived usefulness and perceived ease of use. Research limitations/implications – the relatively small size of the sample somewhat limits generalizations. Practical implications – Useful to banks and financial institutions planning further online sevices for their customers. Originality/value – Extends the understanding of the technology acceptance model.