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A Theoretical Model of Customer Acceptance and Use of Electronic Banking as a Distribution Channel for Banking Products and Services

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  • Tomasz Siudek
  • Aldona Zawojska

Abstract

Purpose: The main objective of this article is to present a theoretical model of bank customers' acceptance and use of electronic banking. Design/Methodology/Approach: The research methods include a retrospective traditional review of the extant literature on the topic and its comparative analysis, evaluation and synthesis. The study focuses on conceptual and empirical knowledge about e-banking consumers' attitudes and experiences. Findings: The scientific literature suggests multiple motivators and inhibitors for consumer acceptance and use of electronic banking. Amongst them, the usability and ease of use of e-banking seem to have the most significant positive impact on its acceptance and usage by bank customers. On the contrary, the high perceived risk of using a-banking negatively influences its adoption. Practical Implications: The article identifies the determinants that significantly influence the acceptance and use of electronic banking. Bank managers can use the research results in their e-banking strategies to retain and attract new customers. It also provides the foundation for empirical scientific research on e-banking customers. Originality/Value: The developed theoretical model of electronic banking acceptance and use contributes to banking theory and behavioural finance. It is a comprehensive approach recognising the most important determinants of acceptance and use of electronic banking.

Suggested Citation

  • Tomasz Siudek & Aldona Zawojska, 2024. "A Theoretical Model of Customer Acceptance and Use of Electronic Banking as a Distribution Channel for Banking Products and Services," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 866-889.
    • Handle: RePEc:ers:journl:v:xxvii:y:2024:i:4:p:866-889
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    References listed on IDEAS

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    More about this item

    Keywords

    Electronic banking; bank customers; theoretical model; information technology; banks.;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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