What Motivates the Adoption Intention of e-banking Services: The Moderating Role of Age and Gender

Abstract

Despite the benefits of using e-banking services, the adoption intention of e-banking in Sri Lanka is still under-researched. This paper integrates awareness, convenience, and website usability with moderators' effects to test customer acceptance of e-banking services. Hence, this paper extends the technology acceptance model (TAM). Data were collected through a primary survey of 186 banking customers and used the structured equation modeling for data analysis. The results show that perceived usefulness, convenience, and website usability influence customers' intention to e-banking adoption. In contrast, perceived ease of use and awareness failed to show a significant relationship. Age and gender did not have substantial moderating effects but explain the impact on the exogenous variable relationship. This study integrates moderators into a broader model to investigate the users' acceptance of ebanking services, and particularly, the country-specific research could be more viable ground for other countries similar in context