کیفیت خدمات الکترونیکی در تنظیم پذیرش بانکداری اینترنتی
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کیفیت خدمات الکترونیکی در تنظیم پذیرش بانکداری اینترنتی

عنوان فارسی مقاله: بررسی نقش UTAUT و کیفیت خدمات الکترونیکی در تنظیم پذیرش بانکداری اینترنتی
عنوان انگلیسی مقاله: Investigating the role of UTAUT and e-service quality in internet banking adoption setting
مجله/کنفرانس: مجله مدیریت کیفیت جامع - The TQM Journal
رشته های تحصیلی مرتبط: مدیریت
گرایش های تحصیلی مرتبط: مدیریت کیفیت و بهره وری، مدیریت فناوری اطلاعات، مدیریت عملکرد، بانکداری، سیستم های اطلاعاتی پیشرفته
کلمات کلیدی فارسی: امید به عملکرد، کیفیت خدمات الکترونیکی، امید به تلاش، مدل سازی معادلات ساختاری (SEM)
کلمات کلیدی انگلیسی: (Performance expectancy، e-Service quality، Effort expectancy، Structural equation modelling (SEM
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
نمایه: Scopus
شناسه دیجیتال (DOI): https://doi.org/10.1108/TQM-02-2018-0018
دانشگاه: Faculty of Economics and Management Sciences, Universiti Sultan Zainal Abidin, Kuala Terengganu, Malaysia and Hailey College of Banking and Finance, University of the Punjab, Lahore, Pakistan
ناشر: امرالد - Emeraldinsight
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2019
ایمپکت فاکتور: 2/472 در سال 2018
شاخص H_index: 59 در سال 2019
شاخص SJR: 0/598 در سال 2018
شناسه ISSN: 1754-2731
شاخص Quartile (چارک): Q2 در سال 2018
فرمت مقاله انگلیسی: PDF
تعداد صفحات مقاله انگلیسی: 17
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: بله
آیا این مقاله مدل مفهومی دارد: ندارد
آیا این مقاله پرسشنامه دارد: ندارد
آیا این مقاله متغیر دارد: دارد
کد محصول: E13158
رفرنس: دارای رفرنس در داخل متن و انتهای مقاله
فهرست انگلیسی مطالب

Abstract


1- Introduction


2- Literature review


3- Research hypothesis


4- Research methods


5- Data analysis and results


6- Discussion


7- Conclusion and future research directions


References

نمونه متن انگلیسی مقاله

Abstract


Purpose - Technology adoption is a great challenge in the banking sector of Pakistan. A recent report issued by state bank of Pakistan revealed that there is a squeak growth, only 3 percent, in internet banking adoption. In order to effectively delve into the issue of internet banking adoption, the purpose of this paper is to use unified theory of acceptance and use of technology factors, namely performance expectancy and effort expectancy and e-service quality (E-SQ), as theoretical lens for this study. Design/methodology/approach – The research model was empirically tested using 398 valid responses from customers of commercial banks in Pakistan. The theoretical model was tested using structural equation modeling.
Findings - Findings indicate that performance expectancy, effort expectancy, website design, customer service, assurance and reliability have direct influence on user intention to adopt internet banking. Results revealed that approximately 79 percent of variance in user intention to adopt internet banking was explained by predictors. In addition, the mediating role of performance expectancy and effort expectancy among website design, customer service and user intention was also confirmed.
Practical implications - For researchers, this study provides a base of integrated technology model and it suggests using this model in other online domains such as mobile payment and online web-shopping for further refinement. For policymakers, understanding the key constructs is important to design, refine and implement new internet banking website that, in turn, will boost internet banking adoption trend among users of commercial banks.
Originality/value - This paper makes a unique contribution toward information system and services marketing literature. The study schematized that website design, customer service, assurance and reliability are the key dimensions of E-SQ and significantly influence the user intention to adopt internet banking.


Introduction


Internet banking has appeared as one of the most profitable e-commerce application (Wang et al., 2017). Several banks have offered internet banking system in an attempt to reduce cost while improving customer services (Xue et al., 2011). Therefore, banks are still finding difficulties in fully maximizing their operations, thereby attributing to customer’s unwillingness to adopt internet banking irrespective of the benefits (Martins et al., 2014; Rahi and Ghani, 2016a, b). Banks are trying to discover new ways to dematerialize customers relationship with physical banking system (Narteh, 2013; Samar, Norjaya, and Feras, 2017). The adoption of internet banking services will not be only beneficial for banks but it will also give an opportunity to banks to satisfy their customers from a distance (Frye and Dornisch, 2010; Martins et al., 2014; Rahi, 2016a; Shahzad et al., 2017). Thus, understanding the reason for this resistance will be useful for policymakers in formulating new strategies aimed at increasing internet banking use.

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