Abstract
Indian banks have paid sufficient attention to recent innovations in banking services delivery such as e-banking, mobile banking, mobile payment, e-wallet, and e-money services, still the acceptance of these services among consumers is sluggish. Therefore, the present study aims to identify the intention of consumers to adopt various e-banking services. The study adopted the UTAUT2 model (Unified Theory of Acceptance and Use of Technology) and extended it with constructs such as consumer innovativeness, perceived risk, and security information availability. The extended research model was tested using a questionnaire-based response collected from 721 consumers. CB-SEM (Covariance-based structural equation modeling) was used to examine the hypotheses. An empirical examination of the model helped explain the impact of the UTAUT2 model's constructs in predicting adoption intention toward e-banking services. The study also revealed the importance and impact of newly incorporated variables in explaining consumers' adoption intention toward e-banking services. The study has provided some useful insight into the factors influencing consumers' intention to adopt e-banking services to shed new light.
Similar content being viewed by others
References
Alalwan, A.A., Y.K. Dwivedi, N.P. Rana, and R. Algharabat. 2018. Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services 40: 125–138.
Alalwan, A.A., Y.K. Dwivedi, N.P. Rana, B. Lal, and M.D. Williams. 2015. Consumer adoption of Internet banking in Jordan: Examining the role of hedonic motivation, habit, self-efficacy and trust. Journal of Financial Services Marketing 20(2): 145–157.
Ananda, S., S. Devesh, and A.M. Al Lawati. 2020. What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking. Journal of Financial Services Marketing 25(1): 1–11.
Anderson, J.C., and D.W. Gerbing. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103(3): 411.
Anwar, A., Thongpapanl, N., & Ashraf, A.R. 2020. Strategic imperatives of mobile commerce in developing countries: The influence of consumer innovativeness, ubiquity, perceived value, risk, and cost on usage. Journal of Strategic Marketing, 1–21. https://doi.org/10.1080/0965254X.2020.1786847.
Bagozzi, R.P., and Y. Yi. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16(1): 74–94.
Brown, T.A. 2006. Confirmatory factor analysis for applied research. New York, NY: Guilford Press.
Chao, C.W., M. Reid, and F.T. Mavondo. 2012. Consumer innovativeness influence on really new product adoption. Australasian Marketing Journal. 20: 211–217.
Chao, C.-W., Reid, M., and Mavondo, F. 2013. Global consumer innovativeness and consumer electronic product adoption. Asia Pacific Journal of Marketing and Logistics 25(4):614–630.
Chauhan, V., and V. Choudhary. 2015. Internet banking: Challenges and opportunities in Indian context. Apeejay - Journal of Management Sciences and Technology 2(3): 29–40.
Chauhan, V., and V. Choudhary. 2016. Online and E-banking services in India: A broad brush survey of Indian Banks. The IUP Journal of Bank Management 15(1): 28–49.
Chauhan, V., and V. Choudhary. 2018. Barriers to adopting internet banking: Analysing the influence of information availability and consumer demographics. International Journal of Financial Services Management 9(3): 207–225.
Chauhan, V., R. Yadav, and V. Choudhary. 2019. Analyzing the impact of consumer innovativeness and perceived risk in internet banking adoption: A study of Indian consumers. International Journal of Bank Marketing 37(1): 323–339.
Childers, T.L., C.L. Carr, J. Peck, and S. Carson. 2001. Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing 77(4): 511–535.
Chin, W.W. 1998. The partial least squares approach for structural equation modeling. In Modern methods for business research, ed. G.A. Marcoulides, 295–336. Mahwah, NJ: Lawrence Erlbaum Associates.
Citrin, A.V., D.E. Sprott, S.N. Silverman, and D.E. Stem. 2000. Adoption of internet shopping: The role of consumer innovativeness. Industrial Management and Data Systems 100(7): 294–300.
Davis, F.D., R.P. Bagozzi, and P.R. Warshaw. 1989. User acceptance of computer technology: A comparison of two theoretical models. Management Science 35(8): 982–1003.
Deb, M., and E.L. David. 2014. An empirical examination of customers’ adoption of m-banking in India. Marketing Intelligence and Planning 32(4): 475–494.
Dospinescu, O. 2012. Mobile payments. From mobility to security. Revista tinerilor economişti 19: 190–193.
Dospinescu, O. 2012. E-wallet. A new technical approach. Acta Universitatis Danubius. Economica 8(5): 84–94.
Dospinescu, O., B. Anastasiei, and N. Dospinescu. 2019. Key factors determining the expected benefit of customers when using bank cards: An analysis on millennials and generation Z in Romania. Symmetry 11(12): 1449.
Featherman, M.S., and P.A. Pavlou. 2003. Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies 59(4): 451–474.
Flynn, L.R., and R.E. Goldsmith. 1993. A validation of the Goldsmith and Hofacker innovativeness scales. Educational and Psychology Measurement 53(4): 1005–1116.
Gerrard, P., and J.B. Cunningham. 2003. The diffusion of internet banking among Singapore consumers. The International Journal of Bank Marketing 21(1): 16–28.
Gerrard, P., J.B. Cunningham, and J.F. Devlin. 2006. Why consumers are not using internet banking. Journal of Services Marketing 20(3): 160–168.
Goldsmith, R.E., and C.E. Hofacker. 1991. Measuring consumer innovativeness. Journal of the Academy of Marketing Science 19(3): 209–221.
Gupta, K., and N. Arora. 2019. Investigating consumer intention to accept mobile payment systems through unified theory of acceptance model. South Asian Journal of Business Studies 9(1): 88–114.
Ha, Y., and L. Stoel. 2004. Internet apparel shopping behaviors: The influence of general innovativeness. International Journal of Retail and Distribution Management 32(8): 377–385.
Hage, O., P. Söderholm, and C. Berglund. 2009. Norms and economic motivation in household recycling: Empirical evidence from Sweden. Resources, Conservation and Recycling 53(3): 155–165.
Hair, J.F., R.E. Anderson, R.L. Tatham, and W.C. Black. 1998. Multivariate data analysis, 7th ed. New York: Pearson Prentice Hall.
Hofacker, C.F., K. De Ruyter, N.H. Lurie, P. Manchanda, and J. Donaldson. 2016. Gamification and mobile marketing effectiveness. Journal of Interactive Marketing 34: 25–36.
Hu, L.T., and P.M. Bentler. 1999. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal 6(1): 1–55.
Hwang, J., H. Kim, and W. Kim. 2019. Investigating motivated consumer innovativeness in the context of drone food delivery services. Journal of Hospitality and Tourism Management 38: 102–110.
Im, S., C.H. Mason, and M.B. Houston. 2007. Does innate consumer innovativeness related to new product/service adoption behavior? The intervening role of social learning via vicarious innovativeness. Journal of Academy Marketing Science 35(1): 63–75.
Isrososiawan, S., R. Hurriyati, and P.D. Dirgantari. 2019. User mobile payment behavior using technology acceptance model (TAM): Study of" Dana" E-wallet users. Jurnal Minds: Manajemen Ide dan Inspirasi 6(2): 181–192.
Jackson, J.D., Y.Y. Mun, and J.S. Park. 2013. An empirical test of three mediation models for the relationship between personal innovativeness and user acceptance of technology. Information and Management 50(4): 154–161.
Kannabiran, G., and P.C. Narayan. 2005. Deploying internet banking and e-commerce-case study of a private sector bank in India. Information Technology for Development 11(4): 363–379.
Kim, C., M. Mirusmonov, and I. Lee. 2010. An empirical examination of factors influencing the intention to use mobile payment. Computers in Human Behavior 26(3): 310–322.
Kline, R.B. 2011. Principles and practice of structural equation modeling, 3rd ed. New York, NY: The Guildford Press.
Kuisma, T., T. Laukkanen, and M. Hiltunen. 2007. Mapping the reasons for resistance to internet banking: A means-end approach. International Journal of Information Management 27(2): 75–85.
Kuo, Y.F., and S.N. Yen. 2009. Towards an understanding of the behavioral intention to use 3G mobile value-added services. Computers in Human Behavior 25(1): 103–110.
Lee, H.Y., H. Qu, and Y.S. Kim. 2007. A study of the impact of personal innovativeness on online travel shopping behaviour: A case study of Korean travelers. Tourism Management 28(3): 886–897.
Lewis, W., R. Agarwal, and V. Sambamurthy. 2003. Sources of influence on beliefs about information technology use: An empirical study of knowledge workers. MIS Quarterly 27(4): 657–678.
Limayem, M., S.G. Hirt, and C.M.K. Cheung. 2007. How habit limits the predictive power of intentions: The case of IS continuance. MIS Quarterly 31(4): 705–737.
Lomax, R.G., and R.E. Schumacker. 2004. A beginner’s guide to structural equation modeling. London: Psychology Press.
Lu, J. 2014. Are personal innovativeness and social influence critical to continue with mobile commerce? Internet Research 24(2): 134–159.
Lu, J., J.E. Yao, and C.S. Yu. 2005. Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. The Journal of Strategic Information Systems 14(3): 245–268.
Malhotra, N.K., and S. Dash. 2014. Marketing research an applied orientation, 7th ed. New Delhi: Pearson Prentice Hall.
Manzano, J., C. Lassala-Navarre, C. Ruiz-Mafe, and S. Sanz-Blas. 2009. The role of consumer innovativeness and perceived risk in online banking usage. International Journal of Bank Marketing 27(1): 53–75.
Martins, C., T. Oliveira, and A. Popovič. 2014. Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management 34(1): 1–13.
Mitra, K., M.C. Reiss, and L.M. Capella. 1999. An examination of perceived risk, information search and behavioral intentions in search. Journal of Services Marketing 13(3): 208–228.
Moore, G.A. 1999. Crossing the chasm: Marketing and selling high-tech products to mainstream customers. New York, NY: Harper Collins.
Ostlund, L.E. 1974. Perceived innovation attributes as predictors of innovativeness. Journal of Consumer Research 1(2): 23–29.
Pagani, M., and G. Malacarne. 2017. Experiential engagement and active vs. passive behavior in mobile location-based social networks: The moderating role of privacy. Journal of Interactive Marketing 37: 133–148.
Patil, P.P., Dwivedi, Y.K., and Rana, N.P. 2017. Digital payments adoption: An analysis of literature. In Conference on e-business, e-services and e-society, 61–70. Cham: Springer.
Patil, P., K. Tamilmani, N.P. Rana, and V. Raghavan. 2020. Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management 54: 102144.
Phan, D.T.T., T.T.H. Nguyen, and T.A. Bui. 2019. Going beyond border? Intention to use international bank cards in Vietnam. The Journal of Asian Finance, Economics, and Business 6(3): 315–325.
Podsakoff, P.M., S.B. MacKenzie, J.Y. Lee, and N.P. Podsakoff. 2003. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 88(5): 879.
Poon, W.C. 2007. Users’ adoption of e-banking services: The Malaysian perspective. Journal of Business and Industrial Marketing 23(1): 59–69.
Ram, S., and J.N. Sheth. 1989. Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing 6(2): 5–14.
Rodrigues, L.F., C.J. Costa, and A. Oliveira. 2017. How does the web game design influence the behavior of e-banking users? Computers in Human Behavior 74: 163–174.
Rogers, E.M. 2003. Diffusion of innovations, 5th ed. New York: The Free Press.
Rogers, E.M., and F.F. Shoemaker. 1971. Communication of innovations. New York, NY: The Free Press.
Rohm, A.J., T.T. Gao, F. Sultan, and M. Pagani. 2012. Brand in the hand: A cross-market investigation of consumer acceptance of mobile marketing. Business Horizons 55(5): 485–493.
Rootman, C., and J. Krüger. 2020. Increasing customer adoption of the mobile payment technology Zapper in South Africa. Journal of African Business 21(4): 509–528.
Rotchanakitumnuai, S., and M. Speece. 2003. Barriers to Internet banking adoption: A qualitative study among corporate customers in Thailand. International Journal of Bank Marketing 21(6/7): 312–323.
Safeena, R., A. Kammani, and H. Date. 2014. Assessment of internet banking adoption: An empirical analysis. Arabian Journal for Science and Engineering 39(2): 837–849.
Seth, S. 2020. Digital Banking and its Allies for 2020. Teknospire. Retrieved from https://teknospire.com/digital-banking-and-its-allies-for-2020/. Accessed 2 March 2020.
Shams, G., M.A. Rehman, S. Samad, and E.L. Oikarinen. 2020. Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z. Journal of Financial Services Marketing 25(1): 1–13.
Shams, G., M.A. Rehman, S. Samad, and R.A. Rather. 2020. The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry. Journal of Financial Services Marketing 25(1): 25–34.
Sharif, A., and S.A. Raza. 2017. The influence of hedonic motivation, self-efficacy, trust and habit on adoption of internet banking: A case of developing country. International Journal of Electronic Customer Relationship Management 11(1): 1–22.
Stevanovic, I. 2020. 43 Useful online banking statistics: All about mobile money!. Kommando Tech. Retrieved from https://kommandotech.com/statistics/online-banking-statistics/. Accessed 5 March 2020.
Tan, E., and J. Leby. 2016. Behavioural intention to adopt mobile banking among the millennial generation. Young Consumers 17(1): 18–31.
Tarhini, A., M. El-Masri, M. Ali, and A. Serrano. 2016. Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon: A structural equation modeling approach. Information Technology and People 29(4): 830–849.
Thakur, R., and M. Srivastava. 2015. A study on the impact of consumer risk perception and innovativeness on online shopping in India. International Journal of Retail and Distribution Management 43(2): 148–166.
Turan, A., A.Ö. Tunç, and C. Zehir. 2015. A theoretical model proposal: Personal innovativeness and user involvement as antecedents of unified theory of acceptance and use of technology. Procedia-Social and Behavioral Sciences 210: 43–51.
Venkatesh, V., M.G. Morris, G.B. Davis, and F.D. Davis. 2003. User acceptance of information technology: Toward a unified view. MIS Quarterly 27(3): 425–478.
Venkatesh, V., J.Y.L. Thong, and X. Xu. 2012. Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly 36(1): 157–178.
Wam. 2019. 90% of people in UAE use digital banking. Khaleej Times. Retrieved from https://www.khaleejtimes.com/business/banking-finance/90-of-people-in-uae-use-digital-banking. Accessed 2 Jan 2020.
Yadav, R., V. Chauhan, and G.S. Pathak. 2015. Intention to adopt internet banking in an emerging economy: A perspective of Indian youth. International Journal of Bank Marketing 33(4): 530–544.
Yousafzai, S.Y., G.R. Foxall, and J.G. Pallister. 2010. Explaining internet banking behavior: Theory of reasoned action, theory of planned behavior, or technology acceptance model? Journal of Applied Social Psychology 40(5): 1172–1202.
Zhang, F., S. Sun, C. Liu, and V. Chang. 2020. Consumer innovativeness, product innovation and smart toys. Electronic Commerce Research and Applications 41: 1–13.
Author information
Authors and Affiliations
Corresponding author
Additional information
Publisher's Note
Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
Rights and permissions
About this article
Cite this article
Chauhan, V., Yadav, R. & Choudhary, V. Adoption of electronic banking services in India: an extension of UTAUT2 model. J Financ Serv Mark 27, 27–40 (2022). https://doi.org/10.1057/s41264-021-00095-z
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1057/s41264-021-00095-z