This document summarizes a research study that aimed to identify factors influencing customers' intention to use e-banking services. The study integrated the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and e-service quality model to examine how perceived ease of use, perceived usefulness, attitude, subjective norm, perceived behavioral control, and e-service quality dimensions (availability, fulfillment, efficiency, privacy) impact intention to use e-banking. The study collected survey data from 353 bank customers in Qom Province, Iran who had used e-banking services from Meli Bank and Passargad Bank. Structural equation modeling was used to analyze the relationships between the variables in the integrated research
EXTENSION OF TECHNOLOGY ACCEPTANCE MODEL (TAM): A STUDY ON INDIAN INTERNET BA...IAEME Publication
Internet banking plays significant role in the development of banking business in our country. An application of electronic service brings predominant changes in the way of doing banking transactions. In simpler terms, internet banking refers to banking through bank’s website with the help of internet connection. Internet banking provides lot of benefits to the customers as well as the banks. Internet banking provides different kinds of services to the customers in the form checking balances, account statement, pay utility bills etc
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
EXTENSION OF TECHNOLOGY ACCEPTANCE MODEL (TAM): A STUDY ON INDIAN INTERNET BA...IAEME Publication
Internet banking plays significant role in the development of banking business in our country. An application of electronic service brings predominant changes in the way of doing banking transactions. In simpler terms, internet banking refers to banking through bank’s website with the help of internet connection. Internet banking provides lot of benefits to the customers as well as the banks. Internet banking provides different kinds of services to the customers in the form checking balances, account statement, pay utility bills etc
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
E-BANKING IMPLEMENTATION AND TECHNOLOGY ACCEPTANCE IN THE RAFIDAIN AND RASHEE...Hosam alden
n the third millennium, e-banking system has been adopted globally in the banking industry. On the other hand, Iraq as a nation with less developed IT adoption has not integrated this system in its banking services, instead of its current acknowledgement on the advantages of ebanking technology in competition among banking service providers. In
contrast, Iraqi banks still keep on adopting traditional banking system to
deliver the majority of their services which in this case are paper-based
work system. This is greatly resulted from the hesitation of bank
employees to adopt new banking technologies. This study aims to
identify the impact of hypothesis between e-banking system and Iraqi
banks employee perspective. This study was conducted by taking sample
of employee from two biggest public banks in Iraq which are ALRAFIDAIN and AL-RASHEED. A survey through questionnaires on the
website was used as the instrument to collect the data were analyzed
using PLS software. Technology Acceptance model(TAM) as a basic
foundation with independent variables Perceived Usefulness, Perceived
Ease of Use, Perceived IT Beliefs and Task–Technology Fit, Attitude as
Intervening and Intention to Use as dependent variable. The result of
hypothesis analysis reveals that there is a significant impact among all
variables to attitude, but Perceived Ease of Use, it does not apply variable
from those analysis it is depicted that Perceived Ease of Use does not impact to the perception of the implementation of e-banking system in Iraqi banks.
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
E-commerce online review for detecting influencing factors users perceptionjournalBEEI
To date, online shopping using e-commerce services becomes a trend. The emergence of e-commerce truly helps people to shop more effectively and efficiently. However, there are still some problems encountered in e-commerce, especially from the user perspective. This research aims to explore user review data, particularly on factors that influence user perception of e-commerce applications, classify, and identify potential solutions to finding problems in e-commerce applications. Data is grabbed using web scraping techniques and classified using proper machine learning, i.e., support vector machine (SVM). Text associations and fishbone analysis are performed based on the classified user review data. The results of this study show that the user satisfaction problem can be captured. Furthermore, various services that should be provided as a potential solution to experienced customers' problems or application users' perception problems can be generated. A detailed discussion of these findings is available in this article.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
A novel approach to dynamic profiling of E-customers considering click stream...IJECEIAES
In this paper, we present an approach for mining change in customer’s behavior for the purpose of maintaining robust profiling model over time. Most of previous studies leave important questions unanswered: In developing B2C e-commerce strategies, how do managers implicitly load customer’s profiles based on their satisfaction over the online store characteristics? And: What kind of feedback segments do they have? Our proposed approach does not force customers to explicitly express their preference information over the online service but rather capture their preference from their online activities. The challenge does not only lay in analyzing how customer’s classifier model change and when it does so but also to adapt it to the customer’s click stream data using a new decision tree generation algorithm which takes as inputs new set of variables; categorical, continuous and fuzzy variables. Customer’s online reviews rates are considered as classes. Experiments show that this work performed well in identifying relevant customer’s stream data to judge the chinese e-commerce website “Tmall”. The extracted values of the website’s features are also useful to identifying the satisfaction level when the customer’s rate is not available.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
A Fuzzy Expert System for Assessing the InternetStores Based on Web Site Attr...IDES Editor
Purpose of this research is determining the success
of online shopping stores by an intelligent system. Here a
Fuzzy Expert System has been designed with the consideration
of website attributes as input variables. The web site success
level is determined in this system as output.
The rules of systems have been extracted from some ecommerce
experts and the systems have been developed with
the use of FIS tool of MATLAB software. The final result
contains an anticipating model for evaluating level of web
site success of shopping centers based on website factors
situation. The presented steps have been run in four online
bookstores as the empirical study.
CITIZENS’ ACCEPTANCE OF E-GOVERNMENT SERVICESijcseit
The rate of computer and internet usage has been increasing rapidly around the world. In parallel with the
technologic developments in computer science, transformation from traditional services to online services
has gained speed. The aim of this study is to predict the factors that affect e-government service usage. A
research model is developed to achieve this aim. The proposed model bases on Technology Acceptance
Model and Theory of Planned Behaviour. A questionnaire is developed to evaluate the model. This
questionnaire composes of two parts: demographics part and item part. In the items part, 32 items
comprising the factors of the proposed model are asked to participants. 100 participants fill the
questionnaire. Reliability analysis of the questionnaire is evaluated with internal consistency reliability
method. Results show that all items satisfies the reliability conditions. The reliability of whole
questionnaire Cronbach Alpha is 0.885. The Cronbach’s alpha for the overall scale of each of the factors
ranges from 0.878 to 0.890. Regression analysis results showed that all hypotheses are supported. This
study provides some valuable references to understand citizens’ acceptance level of e-government services.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
#pi #sell #nigeria #pinetwork #picoins #sellpi #Nigerian #tradepi #pinetworkcoins #sellmypi
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Similar to jasr-khanifar-jandaghi-mohagheghnia (số 1 Bằng TA).pdf
E-BANKING IMPLEMENTATION AND TECHNOLOGY ACCEPTANCE IN THE RAFIDAIN AND RASHEE...Hosam alden
n the third millennium, e-banking system has been adopted globally in the banking industry. On the other hand, Iraq as a nation with less developed IT adoption has not integrated this system in its banking services, instead of its current acknowledgement on the advantages of ebanking technology in competition among banking service providers. In
contrast, Iraqi banks still keep on adopting traditional banking system to
deliver the majority of their services which in this case are paper-based
work system. This is greatly resulted from the hesitation of bank
employees to adopt new banking technologies. This study aims to
identify the impact of hypothesis between e-banking system and Iraqi
banks employee perspective. This study was conducted by taking sample
of employee from two biggest public banks in Iraq which are ALRAFIDAIN and AL-RASHEED. A survey through questionnaires on the
website was used as the instrument to collect the data were analyzed
using PLS software. Technology Acceptance model(TAM) as a basic
foundation with independent variables Perceived Usefulness, Perceived
Ease of Use, Perceived IT Beliefs and Task–Technology Fit, Attitude as
Intervening and Intention to Use as dependent variable. The result of
hypothesis analysis reveals that there is a significant impact among all
variables to attitude, but Perceived Ease of Use, it does not apply variable
from those analysis it is depicted that Perceived Ease of Use does not impact to the perception of the implementation of e-banking system in Iraqi banks.
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
E-commerce online review for detecting influencing factors users perceptionjournalBEEI
To date, online shopping using e-commerce services becomes a trend. The emergence of e-commerce truly helps people to shop more effectively and efficiently. However, there are still some problems encountered in e-commerce, especially from the user perspective. This research aims to explore user review data, particularly on factors that influence user perception of e-commerce applications, classify, and identify potential solutions to finding problems in e-commerce applications. Data is grabbed using web scraping techniques and classified using proper machine learning, i.e., support vector machine (SVM). Text associations and fishbone analysis are performed based on the classified user review data. The results of this study show that the user satisfaction problem can be captured. Furthermore, various services that should be provided as a potential solution to experienced customers' problems or application users' perception problems can be generated. A detailed discussion of these findings is available in this article.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
A novel approach to dynamic profiling of E-customers considering click stream...IJECEIAES
In this paper, we present an approach for mining change in customer’s behavior for the purpose of maintaining robust profiling model over time. Most of previous studies leave important questions unanswered: In developing B2C e-commerce strategies, how do managers implicitly load customer’s profiles based on their satisfaction over the online store characteristics? And: What kind of feedback segments do they have? Our proposed approach does not force customers to explicitly express their preference information over the online service but rather capture their preference from their online activities. The challenge does not only lay in analyzing how customer’s classifier model change and when it does so but also to adapt it to the customer’s click stream data using a new decision tree generation algorithm which takes as inputs new set of variables; categorical, continuous and fuzzy variables. Customer’s online reviews rates are considered as classes. Experiments show that this work performed well in identifying relevant customer’s stream data to judge the chinese e-commerce website “Tmall”. The extracted values of the website’s features are also useful to identifying the satisfaction level when the customer’s rate is not available.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
A Fuzzy Expert System for Assessing the InternetStores Based on Web Site Attr...IDES Editor
Purpose of this research is determining the success
of online shopping stores by an intelligent system. Here a
Fuzzy Expert System has been designed with the consideration
of website attributes as input variables. The web site success
level is determined in this system as output.
The rules of systems have been extracted from some ecommerce
experts and the systems have been developed with
the use of FIS tool of MATLAB software. The final result
contains an anticipating model for evaluating level of web
site success of shopping centers based on website factors
situation. The presented steps have been run in four online
bookstores as the empirical study.
CITIZENS’ ACCEPTANCE OF E-GOVERNMENT SERVICESijcseit
The rate of computer and internet usage has been increasing rapidly around the world. In parallel with the
technologic developments in computer science, transformation from traditional services to online services
has gained speed. The aim of this study is to predict the factors that affect e-government service usage. A
research model is developed to achieve this aim. The proposed model bases on Technology Acceptance
Model and Theory of Planned Behaviour. A questionnaire is developed to evaluate the model. This
questionnaire composes of two parts: demographics part and item part. In the items part, 32 items
comprising the factors of the proposed model are asked to participants. 100 participants fill the
questionnaire. Reliability analysis of the questionnaire is evaluated with internal consistency reliability
method. Results show that all items satisfies the reliability conditions. The reliability of whole
questionnaire Cronbach Alpha is 0.885. The Cronbach’s alpha for the overall scale of each of the factors
ranges from 0.878 to 0.890. Regression analysis results showed that all hypotheses are supported. This
study provides some valuable references to understand citizens’ acceptance level of e-government services.
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Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
#pi #sell #nigeria #pinetwork #picoins #sellpi #Nigerian #tradepi #pinetworkcoins #sellmypi
NO1 Uk Black Magic Specialist Expert In Sahiwal, Okara, Hafizabad, Mandi Bah...Amil Baba Dawood bangali
Contact with Dawood Bhai Just call on +92322-6382012 and we'll help you. We'll solve all your problems within 12 to 24 hours and with 101% guarantee and with astrology systematic. If you want to take any personal or professional advice then also you can call us on +92322-6382012 , ONLINE LOVE PROBLEM & Other all types of Daily Life Problem's.Then CALL or WHATSAPP us on +92322-6382012 and Get all these problems solutions here by Amil Baba DAWOOD BANGALI
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Latino Buying Power - May 2024 Presentation for Latino CaucusDanay Escanaverino
Unlock the potential of Latino Buying Power with this in-depth SlideShare presentation. Explore how the Latino consumer market is transforming the American economy, driven by their significant buying power, entrepreneurial contributions, and growing influence across various sectors.
**Key Sections Covered:**
1. **Economic Impact:** Understand the profound economic impact of Latino consumers on the U.S. economy. Discover how their increasing purchasing power is fueling growth in key industries and contributing to national economic prosperity.
2. **Buying Power:** Dive into detailed analyses of Latino buying power, including its growth trends, key drivers, and projections for the future. Learn how this influential group’s spending habits are shaping market dynamics and creating opportunities for businesses.
3. **Entrepreneurial Contributions:** Explore the entrepreneurial spirit within the Latino community. Examine how Latino-owned businesses are thriving and contributing to job creation, innovation, and economic diversification.
4. **Workforce Statistics:** Gain insights into the role of Latino workers in the American labor market. Review statistics on employment rates, occupational distribution, and the economic contributions of Latino professionals across various industries.
5. **Media Consumption:** Understand the media consumption habits of Latino audiences. Discover their preferences for digital platforms, television, radio, and social media. Learn how these consumption patterns are influencing advertising strategies and media content.
6. **Education:** Examine the educational achievements and challenges within the Latino community. Review statistics on enrollment, graduation rates, and fields of study. Understand the implications of education on economic mobility and workforce readiness.
7. **Home Ownership:** Explore trends in Latino home ownership. Understand the factors driving home buying decisions, the challenges faced by Latino homeowners, and the impact of home ownership on community stability and economic growth.
This SlideShare provides valuable insights for marketers, business owners, policymakers, and anyone interested in the economic influence of the Latino community. By understanding the various facets of Latino buying power, you can effectively engage with this dynamic and growing market segment.
Equip yourself with the knowledge to leverage Latino buying power, tap into their entrepreneurial spirit, and connect with their unique cultural and consumer preferences. Drive your business success by embracing the economic potential of Latino consumers.
**Keywords:** Latino buying power, economic impact, entrepreneurial contributions, workforce statistics, media consumption, education, home ownership, Latino market, Hispanic buying power, Latino purchasing power.
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
Key Features of USDA Loans:
Zero Down Payment: USDA loans require no down payment, making homeownership more accessible.
Competitive Interest Rates: These loans often come with lower interest rates compared to conventional loans.
Flexible Credit Requirements: USDA loans have more lenient credit score requirements, helping those with less-than-perfect credit.
Guaranteed Loan Program: The USDA guarantees a portion of the loan, reducing risk for lenders and expanding borrowing options.
Eligibility Criteria:
Location: The property must be located in a USDA-designated rural or suburban area. Many areas in California qualify.
Income Limits: Applicants must meet income guidelines, which vary by region and household size.
Primary Residence: The home must be used as the borrower's primary residence.
Application Process:
Find a USDA-Approved Lender: Not all lenders offer USDA loans, so it's essential to choose one approved by the USDA.
Pre-Qualification: Determine your eligibility and the amount you can borrow.
Property Search: Look for properties in eligible rural or suburban areas.
Loan Application: Submit your application, including financial and personal information.
Processing and Approval: The lender and USDA will review your application. If approved, you can proceed to closing.
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The European Unemployment Puzzle: implications from population agingGRAPE
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jasr-khanifar-jandaghi-mohagheghnia (số 1 Bằng TA).pdf
1. See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/255180057
Factors influencing the intendancy of e-banking: An integration of TAM & TPB
with e- service quality 1
Article in Journal of Applied Sciences Research · March 2012
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Journal of Applied Sciences Research, 8(3): 1842-1852, 2012
ISSN 1819-544X
This is a refereed journal and all articles are professionally screened and reviewed
ORIGINAL ARTICLES
Corresponding Author: Hosein Khanifar, Associate Professor of Faculty of Management of Tehran University, Qom
College, Iran.
Tel: +989363076109 E-mail: ze_molavi@yahoo.com
Factors influencing the intendancy of e-banking: An integration of TAM & TPB with e-
service quality
1
Hosein Khanifar, 2
PhD, Zeinab Molavi, 3
MS, Gholam Reza Jandaghi, 4
PhD Mohammad Javad
Mohaghegh Niya, PhD
1
Associate Professor of Faculty of Management of Tehran University, Qom College, Iran
2
Master of science educated of Business- Financial Management, Tehran University, Qom College, Iran
3
Professor of Faculty of Management of Tehran University, Qom College, Iran
4
Assistant Professor of Faculty of Management of Allameh Tabtabai University, Tehran, Iran
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.
Key words: Technology acceptance model (TAM), Theory of planned behavior (TPB), E- banking, Electronic
service quality.
Introduction:
Over the past two decades, the banking industry has invested substantial resources in bringing information
technology to consumers. Responding to deregulation, rapid global networking, and rising income levels, the
banking industry has implemented new technology-based services called “e-banking” in order to achieve and
maintain strategic advantages (Joseph & Stone, 2003, p.190).
Although, in recent decade, in Iran, banks attempted to establish e-banking systems (Fatemi Ardecani,
2005, p.67); reports show that these technologies are not competently welcomed by customers (Moghli, 2007,
p.82).
Because of understanding and creating the conditions under which information systems will be embraced
by the individual remains a high-priority research issue(Venkatesh & Davis, 2000, p.186); many studies has
been conducted over the last decade in explaining and predicting user acceptance of information technology.
Although several research projects have focused on the factors that impact on the adoption of information
technology or internet for the past decade(Lee, 2009, p.130), there is limited empirical work which captures the
success factors of e-banking in Iran(such as Shahroodi & Sayad Azari,2010; Bagheri et al., 2009; Sayed Javadin
& Yazdani, 2005; etc) and in the other countries (such as Weerasekara,2011; Eze et al,2011; Shih & Fang,2004;
Polatoglu & Ekin,2001; etc).
On the other hand, the recent technological revolution has changed the perceived service quality of
customers and values to access lots of services. The Information Technology (IT) is being used extensively in
almost every field of life including banking sector (Rasheed & Latif, 2011, p. 59). Therefore, nowadays, the
mission of banks is delivery of qualified and suitable services to the customers (Hasani et al., 2008, p.11).
Because Internet is still a new transaction channel banks do not exactly understand what service is desired
from customers (Yang et al., 2004, p.1150). However, there were some studies focusing on retaining customers
on electronic environment, but few of them started from issues of service quality (Dai et al., 2005, p.1375).
Unfortunately, few studies have been done on service quality within e-banking (Aronsohn, 2006, p.25) and
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
likewise, no study has been done on service quality as a factor of adoption of e-banking. Therefore, as a basis of
promotion e-service quality, the firms should be founded understanding of how customers perceive and evaluate
e-service quality (Zeithaml, 2002, p.135). Thus, various dimensions and scales were developed to assess service
quality in electronic fields. In this study Parasuraman et al. (2005) basic scales were used to assess e-service
quality.
Previous researches review shows that TAM and TPB have been used in many studies to predict factors
influence user adoption an online system (Cheng et al., 2006; Lee, 2009; Wu and Chen, 2005); therefore, these
models are appropriate tools for understanding intendancy of e-banking use. This study integrates e-service
quality with the TAM and TPB model to explain customers’ intention to use e-banking. This study aims to:
1. To identify which factors are influencing the intention to use e-banking base on variables of TAM & TBP
model.
2. To investigate the significantly impact of perceived e-service quality on customers’ intention to use e-
banking.
This paper proceeds as follows: The literature on e-service quality will be introduced; outlines research model
and hypotheses; the methodology, data analysis, and results are detailed; and provides implications. Finally,
conclusions for further research and limitations of this research are addressed.
Literature review:
Electronic service quality:
In order to define the concept of e-service quality, at first, need to introduce the concept of service quality:
De Ruyter et al. (2001, p. 186) describe e-service as “content-centered and internet-based customer service,
driven by the customer . . . with the goal of strengthening customer-service provider relationships”.The concept
of e-service quality can be defined as “the customer overall evaluation and judgment of the excellence and
quality of e-service offering in the virtual marketplace” (Santos, 2003, p.235). E-service quality is defined
broadly to encompass all phases of a customer’s interactions with a corporate which that is base on net work and
internet (Parasuraman et al., 2005, p.217).
Various dimensions and scales were developed to assess service quality in electronic fields. Parasuraman et
al. (2005) developed seven multiple-item scales (E-S-QUAL) for measuring the service quality. The basic E-S-
QUAL scale developed in four dimensions and the second scale, E-RecS-QUAL, is salient only to customers
who had nonroutine encounters with the e-systems (Parasuraman et al., 2005, p.213).
Table 1: Dimensions for measuring the e-service quality(Adapting from Parasuraman et al., 2005, p.220).
E-S-QUAL
1. Availability: The ease and speed of accessing and using the e-services.
2. Fulfillment: The extent to which the corporate’s promises are fulfilled.
3. Efficiency: The correct technical functioning of the e-services.
4. Privacy: The degree to which the site is safe and protects customer information.
E-RecS-QUAL
1. Responsiveness: Effective handling of problems.
2. Compensation: The degree to which the site and systems compensates customers for problem.
3. Contact: The availability of assistance through telephone or online representatives.
Technology Acceptance Model (TAM):
TAM, introduced by Davis (1986), is an adaptation of TRA specifically tailored for modeling user
acceptance of information systems. The goal of TAM is to provide an explanation of the determinants of
computer acceptance that is general, capable of explaining user behavior across a broad range of end-user
computing technologies and user populations, while at the same time being both parsimonious and theoretically
justified(Davis et al.,1989,p.985).
TAM posits that two particular beliefs, perceived usefulness and perceived ease of use, are of primary
relevance for computer acceptance behaviors (Figure 1). Perceived usefulness is defined as the prospective
user's subjective probability that using a specific application system will increase his or her job performance
(Davis, 1986, p.26). Perceived ease of use refers to the degree to which the prospective user expects the target
system to be free of effort (Ibid).
Theory of Planned Behavior (TPB):
TRA is used to predict an individual’s behavior only in a real voluntary situation, not in a mandatory
context (Li, 2008, p.6). Therefore, Ajzen (1991) develops the Theory of Planned Behavior to extend TRA to
consider the mandatory situation (figure 2). He adds a new construct of perceived behavioral control in TPB.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
Perceived behavioral control is defined as “the perceived ease or difficulty of performing the behavior” (Ajzen,
1991, p.188). In the context of IS research, perceived behavioral control is defined as “perceptions of internal
and external constraints on behavior” (Taylor & Todd, 1995, p. 149).
Fig. 1: The Technology Acceptance Model (Davis et al., 1989, p.985).
Fig. 2: The Theory of Planned Behavior (Ajzen, 1991, p.181).
The Theory of Planned Behavior is similar to TRA in that TPB also assumes that individuals are rational
decision makers. Individuals assess perceived behavior control using a method similar to the expectancy-value
model. For each in a set of control beliefs, individuals multiply the belief’s strength by the perceived power of
the control factor (Li, 2008, p.6).
Research model and hypothesis:
According to Lee (2009), recently, a growing body of research has focused on integrating TAM and TPB to
examine e-service acceptance because the two models are complementary, and the results have showed that the
integration model had better exploratory power than the individual use of TAM and TPB. Taylor & Todd (1995)
and Shih & Fang (2004) show that integration models better explore the factors influencing adoption of e-
banking. Therefore, in this study, integration model of TAM and TPB was used.
Bagheri et al. (2009) have shown significantly direct influences of perceived ease of use, perceived
usefulness and trust on attitude. In the meantime, their research has shown attitude has a direct effect on
intention to use internet banking. The results of Shahrodi & Sayad Azari (2010) shown perceived behavior
control has positive influence on subjective norm and intention to use internet banking. Subjective norm has
positive influence on attitude towards use internet banking. However, subjective norm hasn’t significantly direct
influence on intention to use internet banking. According to Lee (2009), attitude towards use, perceived
usefulness, subjective norm and perceived behavior control have significantly direct influences on intention to
use internet banking. The findings of Shih & Fang (2004) indicated that an important factor influence the
intention to use is attitude towards use. However, subjective norm hasn’t significantly direct influence on
intention to use internet banking.
Studies show that when the customer is in direct contact with the technology there is greater control such as
with Internet banking. However, if there is an absence of direct contact, such as with telephone banking it is
assumed that there is less control perceived by the customer during this transaction (Joseph et al., 1999, p.183).
In the other hand, studies show that availability, efficiency fulfillment and Privacy -dimensions of e-service
quality) have positively influences the intention to use e- banking (Parasuraman, 2000; Liao & Cheung, 2002;
Akinci et al., 2004; Nezam Zade, 2009).
Based on theorical background, following research model and hypotheses are proposed.
According to the model, seven variables use to conduct this study: Electronic service quality (ESQ) with
four sub dimension, Perceived ease of use PEU), Perceived usefulness (PU), Attitude, Subjective norm (SN),
Perceived behavior control (PBC) and intention to use. Then, hypotheses of this research are following:
H1. E-service quality positively influences the intention to use e- banking.
H2. E-service quality positively influences the perceived behavior control.
H3. Perceived ease of use positively influences the perceived usefulness.
H4. Perceived usefulness positively influences the attitude towards the use of e-banking.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
H5. Perceived ease of use positively influences the attitude towards the use of e-banking.
H6. Perceived behavior control positively influences the subjective norm.
H7. Perceived behavior control positively influences the attitude towards the use of e-banking.
H8. Subjective norm positively influences the attitude towards the use of e-banking.
H9. Attitude positively influences the intention to use e- banking.
H10. Subjective norm positively influences the intention to use e- banking.
H11. Perceived behavior control positively influences the intention to use e- banking.
Fig. 3: The proposed research model.
Research method:
Research statistical population and sample:
Based on consulted opinions, Meli and Passargad Banks in Qom Province - Iran were chosen as the target
population for this study. Meli Bank is the largest and the most important governmental national bank in Iran.
This bank has been established in 1927. Passargad Bank is one of the most important privacy banks in Iran and
has been established in 2005.At present, Meli and Passargad Banks have, respectively, 49 and 2 branches in
Qom Province. Since, this study aimed to investigate effect of customers’ perceived e-service quality on
intention use e-banking; therefore, participants were required to have used e-banking services such as ATM,
Internet banking, Phone banking and Mobil banking prior. Thus, research statistical population consists of
customers of Passargad and Meli Banks in Qom Province that have used at least one of these e-banking systems
so far. The sampling methods of Meli Bank and Passargad Bank are, respectively, cluster and simple random
method. The customers were selected using simple random sampling. The number of sample respondents
(n=400) is considered suitable to apply SEM of analyses for the current study. Totally, 353 filled questionnaires
(180 and 173 questionnaires, respectively, from customers of Meli and Passargad Banks) were returned.
Data collection:
The study was conducted on 6 days over a 5-week period. The data was collected from 8 branches from the
Meli Bank and 2 from the Passargad Bank, counting up to 10 branches in total. From each branch, at least, 30
customers participated in this study. Totally, for collect e-banking customers’ information, distributed 400
questionnaires, with incomplete questionnaires deleted, result in 353 customers as sample size of this study (rate
of 88%). The demographic profile of the participants is provided in Table 2.
As shown in Table 2, the majority of respondents (56.7%) did not have using e-banking as major method of
performance banking transactions. 37.4% of the respondents were under 20 years old. 70% of the respondents
were male and 30% were female. Finally, the education levels of respondents were 65% college, about 10%
master & PhD and 25% high school.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
Table 2: Sample demographics.
Percentage (%)
Frequency
Item
Measure
37.4
132
Under 25
Age
28
99
25-35
19.5
69
35-45
15
53
>=45
70
274
Male
Gender
30
106
Female
24.9
88
High school
Education level
65
230
College/university
9.9
35
Master & PhD
56.7
200
Attendance
Major method of performance
his/her banking transactions 28.6
101
ATM
9.9
35
Internet banking
3.1
11
Phone banking
1.7
6
Mobile banking
Measurement:
A three-part questionnaire was designed to conduct this study: (1) basic information about respondents’
characteristics including gender, age, education and major method of performance banking transactions; (2)
customers’ perceived e-service quality (4 dimensions and 14 items adapted from basic scales defined by
Parasuraman et al. (2005); and (3) questions to assess the constructs of perceived usefulness, perceived ease of
use, attitude, subjective norm, perceived behavior control and intention to use were adapted from the
measurements defined by Cheng et al. (2006) , Wu & Chen (2005), zhu et al. (2002) and Lee(2009) containing
21 items. Finally, with considered Panel of Judges modified the questionnaire to e-banking field.
The first part includes nominal scales, and the remainder were measured using the five-point Likert scale,
ranging from strongly disagree (1) to strongly agree (5).
Before conducting the main survey, pilot test was performed to reliability the instrument. The pilot test
involved 35 respondents. Cronbach’s alpha scores shown in Table 3 indicated that each construct exhibited
strong internal reliability. The expert opinions were sought for in order to content validity of the questionnaire
involved 20 experts. Factor analysis was used to factor validity of the questionnaire (see Table 3). Therefore, the
instrument has confirmed reliability and validity.
Result:
This paper followed the two-step procedure suggested by Anderson & Gerbing (1988): (1) the measurement
model was examined; (2) the structural model was analyzed. Therefore, in order to analyzing the collected data,
SPSS16 and AMOS20 soft wares were used.
Since e-service quality has four sub dimensions: 1.Availability (3 items); 2.Privacy (3 items); 3.Efficiency
(4 items) 4.Fulfillment (4 items), second-order CFA was carried out (Error! Reference source not found.).
The model shows that all of the factor loadings are more than .5 and fit indices are acceptable except P-
value and GFI (see Figure 4).
Having had the second-order CFA homogenous parcelled to four items, the measurement model changes to
Error! Reference source not found..The purpose was to reduce the number of variables and simplify the
subsequent structural equation analysis of the proposed model.
Analysis of the measurement model:
Before evaluating the fit of the structure model, it was necessary to define a measurement model to verify
that the 35 measurement variables written to reflect the seven unobserved constructs (Perceived usefulness,
Perceived ease of use, Subjective norm and Perceived control behavior, Attitude, Intention and e-service
quality) do so in a reliable manner. The overall fit of a measurement model was determined by a CFA.
The results of reliability (Table 3) showed all 7 constructs of Cronbach’s alpha have satisfactory values,
ranging from 0.816 to 0.832, indicating acceptable levels of internal consistency. Similarly, the coefficients of
composite reliability have satisfactory values. The lowest score of composite reliability in the current study was
0.702. According to Fornell and Larcker (1981) and Hair et al. (2006), these scores indicated evidence of
reliability. All indicator factors loading should be significant and exceed 0.5 (Fornell & Larcker, 1981 & Hair et
al., 2006). The factor loading values of the measurement model exceeded 0.5. Therefore, convergent validity
was met.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
Fig. 4: Second-order CFA for e-service quality dimensions.
Fig. 5: Homogenous parceling method for service quality factors.
Discriminant validity assesses the extent to which a concept and its indicators differ from another concept
and its indicators (Bagozzi et al., 1991). According to Byren (2010), the correlations between items in any two
constructs should be lower than 0.9. Correlations between the construct and any other construct in the proposed
model in this study were lower than 0.9, satisfying Byren (2010) criteria for discriminant validity. Thus,
construct validity was met (see Table 4).
Analysis of the structural model:
Final model shown in figure 6 (Which dotted line represents no significance)
For assess the goodness-of-fit the chi-square test and other fit indices (e.g., GFI, AGFI, CFI, NFI, and RFI)
were considered. The CFA results presented an acceptable level of fit .Chi-square to the degree of freedom of
8. 1848
J. Appl. Sci. Res., 8(3): 1842-1852, 2012
SEM (χ2 /df) of 1.139 (p < 0.05), goodness-of-fit index (GFI) of 0.937, Tucker-Lewis index (TLI) of
0.967adjusted goodness-of-fit index (AGFI) of 0.923, comparative fit index (CFI) of 0.971, normed fit index
(NFI) of 0.807, and root mean square error of approximation (RMSEA) of 0.02 (see Figure 6). Generally,
according to Bagozzi et al. (1991); Hair et al. (2006); Ho (2006) and Byren(2010), the CFA results presented an
acceptable level of fit. Furthermore, RMSEA values up to 0.08 are acceptable (Hair et al., 2006); therefore, the
RMSEA value was acceptable.
Table 3: Construct reliability and convergent validity.
Cronbach’s alpha
Composite
reliability
Factor loading
Item
Construct/indicator
0.817
0.873
0.800
Availability
E-service quality
0.816
0.761
Privacy
0.817
0.811
Efficiency
0.817
0.763
Fulfillment
0.828
0.736
0.514
PEU1
Perceived ease of use
0.6
PEU2
0.525
PEU3
0.832
0.712
0.557
PU1
Perceived usefulness
0.594
PU2
0.537
PU3
0.829
0.703
0.539
AT1
Attitude
0.561
AT2
0.526
AT3
0.516
AT4
0.827
0.736
0.590
SN1
Subjective norm
.0552
SN2
0.511
SN3
0.824
0.742
0.506
PBC1
Perceived behavior control
0.535
PBC2
0.551
PBC3
0.554
PBC4
0.513
PBC5
0.828
0.702
0.513
IT1
Intention
0.676
IT2
0.550
IT3
Table 4: Correlations matrix of variables(Discriminant validity).
7
6
5
4
3
2
1
Construct
1
1. E-service quality
1
0.080
2.Perceived ease of use
1
0.223
0.00
3. Perceived usefulness
1
0.059
0.211
-0.031
4.Subjective norm
1
0.365
0.151
0.038
0.081
5.Perceived behavior control
1
0.247
0.067
0.159
0.170
0.178
6.Attitude
1
0.268
0.203
0.123
0.110
0.345
0.269
7.Intention
Path analysis and hypotheses testing:
Fig. 6 presents the results of the structural. Intention to use electronic banking in this study was jointly
predicted by ESQ (β = .223, Standardized path coefficient, p < 0.01), and subjective norm (β = 0.277, p < 0.05)
and these variables together explained 60% of the variance of intention to use (R2 = 0.60, coefficient of
determination). As a result, Hypotheses 1and 10 were supported. Attitude was predicted by PEU (β = 0.203, p <
0.05) and SN (β = .372, p < 0.01). Together these variables explained 70% of the total variance of Attitude.
These findings validated Hypotheses 4 and 8. PEU (β .218, p < 0.05) significantly influenced perceived
usefulness while explaining 47% of the total variance in perceived usefulness. Accordingly, Hypothesis 3 was
supported. PBC (β = .253, p < 0.01) significantly influenced subjective norm while explaining 64% of the total
variance in subjective norm. Consequently, Hypothesis 6 was supported. ESQ (β =.181, p<0.05) significantly
influenced perceived behavior control while explaining 33% of the total variance in perceived behavior control.
Accordingly, Hypothesis 2 was supported. Hypotheses results are shown in Figure 6.
The level of ESQ had significant indirect effect (β=.042, p < 0.05) on intention to use e-banking, suggesting
the important mediating effects of PBC. The level of PBC had significant indirect effect (β=.071, p < 0.05) on
intention to use e-banking, suggesting the important mediating effects of subjective norm. To further assess the
significance of indirect effects of predictor variables on intentions to use e-banking, a decomposition of the
effects analysis was conducted (see Table 5).
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Fig. 6: Final model.
* P<0.05
** P<0.01
Note: dotted line represents no significance
Table 5: Direct, indirect and total effects– estimates.
Intention to use
Variable/ predictors
Total effects
Indirect effects
Direct effects
.265**
.042*
.223**
E-service quality
-.021
-.021
Perceived usefulness
.003
.003
Perceived ease of use
.018
.018
Attitude
.283**
.007
.277*
Subjective norm
.220*
.071*
.159
Perceived behavior control
*
Significant at p < 0.05
**
Significant at p < 0.01
Discussion:
The results of SEM confirm fitness of the research model presented in Figure 1. Therefore, the integrated
model of TAM with TPB model with e- services quality is capable of explaining factors influence the intention
to use e-banking. Several results could be drawn from this research that presented below:
Subjective norm and electronic services quality emerged as direct factors in the intention to use electronic
banking and these variables together explained 60% of the variance of intention to use and 40% of the variance
of intention to use is explained by other factors which in this study haven’t been considered. The effect of
subjective norm on intention to use electronic banking (β=.277) is more than that of electronic services quality
(β=.223). Therefore, subjective norm appears to be the more important direct predictors to intention to use
electronic banking. This result is similar to the finding reported in Lee (2009), which indicated that subjective
norm has direct influences on behavioral intentions toward e-banking use. Likewise, the authors such as
Parasuraman (2000), Liao & Cheung (2002), Akinci et al. (2004) and Nezam Zade (2009) show that dimensions
of e-service quality have positively influences the intention to use e- banking. Despite of this result, Shih &
Fang (2004) indicated that subjective norm has non-significant influences on behavioral intentions toward e-
banking use.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
Second, perceived behavior control and e-services quality emerged as indirect factors in the intention to use
electronic banking. The indirect effect of perceived behavior control on intention to use electronic banking
(β=.071) is more than that of e-services quality (β=.042). This implies that the perceived behavior control
appears to be the more important indirect predictors to intention to use e-banking. Both studies reached the same
conclusion that perceived.
Third, e-services quality has direct and indirect effect on intention to use electronic banking and its direct
(β=.223) is more than its indirect effect (β=.042).
The forth finding reveals that other constructs of hypothesized model (PU, PEU and Attitude) didn’
t have
significantly direct or indirect influence on intention to use. Despite of this result, Lee (2009) indicated that PU,
PEU and attitude have significant influences on behavioral intentions toward e-banking use. Eze et al.(2011),
despite of results of this study, shown that PU and PEU have significant influences on intentions toward e-
banking use and Shih & Fang(2004) indicated that attitude has significant influence on intentions toward e-
banking use.
Academician and managerial implications:
The results of present study reveal some issues related to customer intentions to e-banking that have not
been addressed by studies yet. Specially, these finding are notable for banks managers as they decide how to
allocate resources to encourage their customers to use the e-banking services by promote e-services quality.
Since building a qualified e-transaction environment is much more important to customers, banks need to
promote quality of e- banking systems.
This study suggests that they should consider focusing on the power and speed of e-banking systems. As
result shown, mobile bank isn’t welcomed by customers, it probability, because of, mobile banking is the new e-
banking system. Thus, banks could increase familiarity and explain its advantages through advertising.
Likewise, this study suggests that they should standardize soft ware and hard ware of e-banking systems. In
order to increase customers’ knowledge and ability to use e-banking, banks should held training courses about
how to use e-banking systems.
On the other hand, present study attempts to develop a new model by integration of two models with
service quality. It is important to note that the new variable – perceived electronic services quality – is
compatible with the TAM and TPB variables, and the overall proposed model confirms. Hence, the results of
this study contribute a significant implication for developing theories to e-banking area and the proposed model
makes an important contribution to literature on e- banking. The present study has many implications for future
e-banking research.
First, in the present study casual relationship between e-service quality and intention to use was
investigated, however, it is notable to study the casual relationship between dimensions of service quality on
intention of use.
Second, although TAM has been found an appropriate and robust model by some prior research, it only
includes three variables to predict intention to use. However, behavioral intention will also be affected by
various factors. Thus, according to Lee (2009) integrated model of TAM and TPB are complementary
approaches. Moreover, this study followed Lee (2009) suggested a basis for the integration of other technology
acceptance models.
Third, as mentioned earlier, although factors influence the adopting online banking -as one of the e-banking
systems- have been studied by many researchers, limited studies conducted regarding all of the e-banking
systems. This study conducted regarding all of the e-banking systems. Therefore, this is basis for employing
integrated models in the whole e-banking systems.
Finally, although consumer perceptions of various constructs of adopting online banking have been studied
by many researchers (Tan & Teo, 2000; Yousafzai et al., 2003; Lee, 2009), yet, e-service quality has not been
studied by any researchers. At first time, this paper studied e-service quality as a factor that influences the
adopting e-banking.
Conclusions, limitation and future research:
In addition to the implications for management, this research also makes strides in addressing theoretical
and practical issues in e-banking research.
The purpose of this paper is to develop an extended TAM with TPB model to predict and explain
customers’ behavioral intentions to e- banking. The proposed model incorporates e-service quality. The results
of structural equations modeling confirm model good fitness in predicting customer’s intentions to use such
services. The data from this study indicated positive effect of e-service quality on intention to use e-banking
systems.
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J. Appl. Sci. Res., 8(3): 1842-1852, 2012
This study, as with any research, has some limitation. Thus, it should be considered that generalization of
the findings is limited to similar conditions. First, the geographical area in this study was constraint. The online
survey method was appropriate for collecting data from participants with Internet experience and who were free
of geographical constraints. Second, the results drawn from current study are based on cross-sectional data.
Future researchers could employee a longitudinal study to evaluate this aspect.
Third, the respondents in this study were limited to customers of Iranian banks. The branches of banks were
from branches of two Banks in Qom Province. However, similar study could be conducted with considered all
banks (and branches).
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