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An examination of the antecedents of electronic banking technology acceptance and use
Antecedents to E- Banking AN EXAMINATION OF THE ANTECEDENTS OF ELECTRONIC BANKING TECHNOLOGY ACCEPTANCE AND USE A Dissertation Presented to the Faculty of the College of Business Administration Of Touro University International In Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy By Jeanette Taft October 24, 2007 UMI Number: 3293730 3293730 2008 UMI Microform Copyright All rights reserved. This microform edition is protected against unauthorized copying under Title 17, United States Code. ProQuest Information and Learning Company 300 North Zeeb Road P.O. Box 1346 Ann Arbor, MI 48106-1346 by ProQuest Information and Learning Company. Antecedents to E- Banking Antecedents to E- Banking Antecedents to E- Banking iv BIOGRAPHICAL SKETCH Jeanette Taft’s educational background include a Bachelors in Nursing and a Masters in Nursing from Hunter College, NY; a Masters in Business Administration from Pepperdine University, CA; and a PhD in Business Administration from Touro University International, CA. Ms. Taft’s other educational pursuits include a management fellowship sponsored by New York University and the California Association of Public Hospitals. Ms. Taft is presently assistant professor at Springfield College School of Human Services, Tampa campus. Prior to this she served as Senior Vice President and Chief Operating Officer of Tampa General Healthcare; Hospital Administrator, San Joaquin General Hospital, and Assistant Administrator Merced Community Medical Center. In 1995 she founded and has since managed Taft Management Services, providing management consulting and training services domestically, in Central and South America. Awards and recognitions include a Susan B. Anthony award, business field; Business Woman of Achievement; Top 10 Outstanding Business People, Stockton, CA. Ms. Taft has been featured in the Best of America’s Compensation Program; Stockton Record’s Health Advocacy; and the St. Petersburg, FL Times Woman of Achievement. Her community affiliations include past president of Sun Coast Health Care Executives, a subsidiary of the American College of Healthcare Executives; past president of Seaport Rotary; and past president of the Women’s Center, Stockton, CA. She has also served on several community boards of directors including the Better Business Bureau; California Association of Public Hospitals; Emergency Medical Care Consortium; Operation PAR; Athena Society, and Mental Healthcare Inc. Antecedents to E- Banking v ACKNOWLEDGMENTS It would have been impossible to accomplish a research project of this extensive nature had it not been for the support, advice, and input of others. I am most appreciative to my research committee consisting of Dr. Suzanne Peterson, who graciously accepted to be the chair of the committee, and guided, encouraged, and directed me in an incomparable manner. The committee members, Dr. William Reay, whose keen insight and probing input guided the process; and Dr. Kendra Reed, whose detailed analysis, direction, and patient guidance greatly facilitated this process. Each of these committee members brought their unique areas of expertise in the development of this study, to my benefit. Additionally, Dr. Gerald Thomas graciously agreed to be a reader; my sincerest gratitude to him for his timely responses; his proof reading and editing was critical to enhancing project readability. My appreciation also extends to the faculty of Touro University; each course broadened my sphere of knowledge, and prepared me for the rigors of the dissertation. Special acknowledgement goes to Dr .Donna M. Blancero, with whom I began the proposal process; she made learning fun: and to Dr. Joshua Shackman, who as Director of the PhD program was always available to answer my questions, and greatly facilitated the process in so many ways. My gratitude also is extended to Anne Marie Ziadie, librarian, whose assistance was invaluable as she assisted in my research. To My cohort, Dr. Shelia Lewis, who illuminated the path for me to follow, I offer my sincerest “thank you”. I must acknowledge the support, encouragement, and understanding of Dr. Richard Davila, my boss, and Director of Springfield College, School of Human Services, Tampa campus. Dr. Davila gave generously of his time and advice, provided Antecedents to E- Banking vi innovative insights, and in many ways facilitated the process, making it possible for me to complete the requirements of this degree. My dearest friend Carole Smith cajoled, prodded, encouraged, and in general supported me throughout this process; I owe her my deepest gratitude for her friendship and her belief in me. My deepest gratitude is also extended to my husband Terry Large; it would have been impossible to complete the project without his unselfish support and sacrifice over the duration of my study. Lastly, I would like to dedicate this project to my family. To my late father Carlton Taft, who always supported me in all my endeavors; to my mother, Ethel Taft who taught me to persevere; to my sister Andrea Thomas Taft, whose goal-attaining approach to her career, and her dedication to excellence have been an inspiration to me; and to my brother Dr. Carlton Taft who has always modeled hard work and dedication, and whose professional accomplishments and successes have always been a source of pride for the family. Antecedents to E- Banking vii TABLE OF CONTENTS BIOGRAPHICAL SKETCH iv TABLE OF CONTENTS vii List of Tables x LIST OF FIGURES xi Chapter 1 – Introduction 1 Profile of Electronic Banking 1 Study Generalizability 4 Description of the Study 6 Study variables 7 Prior training and computer self-efficacy 7 Perceived ease of use and computer self-efficacy 8 Locus of control and computer self-efficacy 8 Computer self-efficacy and e-banking technology acceptance and use 10 Demographic factors and e-banking computer self-efficacy 10 Theoretical Framework 11 The Technology Acceptance Model 12 Current study’s model 13 Contribution to knowledge 14 Research Questions 14 Chapter 2 – Review of Literature 17 The Technology Acceptance Model 17 TAM Extensions 19 Current model’s extension of the TAM 21 Impact of Technology on the Banking Industry 23 Phone banking 26 Electronic bill payment 27 On-line banking 30 Computer Self –Efficacy and Prior training 33 Self-efficacy 33 Computer self-efficacy 35 Effect of prior training on computer self-efficacy 38 Effects of EB Prior Training on EB Acceptance and Use 41 The effect of Perceived Ease of Use on Computer Self-efficacy 42 Effects of Perceived Ease of Use on E-Banking Acceptance and Use 44 Effect of EB Computer Self Efficacy on EB Acceptance and Use 45 Locus of Control 46 Locus of control and e- banking computer self-efficacy 48 Locus of control and EB acceptance and use 49 Demographic Factors 50 Gender and EB computer self-efficacy’s effect on EB acceptance and use. 51 Age and EB computer self-efficacy effect on e-banking’s acceptance and use 53 Effect of combined age and gender on e-banking’s computer self-efficacy 55 Literature Review Summary 55 Antecedents to E- Banking viii Chapter 3 – Research Methodology 57 Introduction 57 Research Design 57 Measures 57 E-Banking Acceptance and Use and Perceived Ease of Use of E-Banking (PEUEB) Measure 58 Prior Training for E-Banking (PTEB) measure 58 E-banking Computer Self-efficacy measure. 58 Locus of control measure 59 Demographics 60 Sample 60 Procedures 61 Data Analysis 61 Hypotheses 63 IRB Approval 69 Summary 69 Chapter 4 – Results 71 Introduction 71 Sample Descriptives 71 Age 72 Gender 73 Education 73 Control Variables 74 Race 75 Income 76 Scale Reliabilities 77 Correlational Analysis 79 Hypotheses Testing 80 Diagnostic Tests 80 Hypothesis 1 80 Hypothesis 2 81 Hypothesis 3 82 Hypothesis 4 83 Hypothesis 5 84 Hypothesis 6 85 Hypothesis 7 86 Hypothesis 8 87 Hypothesis 9 88 Hypothesis 10 89 Hypothesis 11 89 Summary of Hypothesis Testing 90 Results summary 90 Chapter 5 – Discussion 92 Discussion 92 Theoretical Contributions 93 EBCSE influences EBAU 94 Antecedents to E- Banking ix PTEB Influences EBAU 95 PEUEB Influences EBCSE 95 Limitations 96 Recommendations for the Banking Industry 98 Future Research Directions 98 References 101 Appendices 133 Appendix A Background Information and E-Banking Experience 134 Appendix B Electronic Banking Questionnaire 138 Appendix C Computer Self Efficacy Measurement 141 Appendix D Locus Of Control Measurement 144 [...]... further extended by investigating the effects that age and gender have on the acceptance and use of EB Please see Figure 1 for the theoretical model Antecedents to E -Banking Figure 1 An Examination of the Antecedents of E -Banking Technology Acceptance -A Theoretical Model- Race Income E -Banking Prior Training (PTEB) H3+ H2+ Gender H9+ E -Banking E -Banking CSE (EBCSE) H11+ H1+ (PB, EBP, OLB) Acceptance. .. relevant question is: 1 What effect does e -banking- specific computer self-efficacy (EBCSE) have on individuals’ acceptance and use of e -banking? If certain factors facilitate acceptance and use of e -banking, then a relevant question is: 2 What effect do factors such as prior training in e -banking (PTEB), perceived ease of e -banking (PEUEB), and locus of control (LOC) have on acceptance and use of e -banking? ... practitioners and researchers in lending further understanding of the factors that affect acceptance and use of electronic banking, and provides directions for future research Antecedents to E -Banking Chapter 1 – Introduction Profile of Electronic Banking Technological advances have changed the world radically, altering the manner in which individuals conduct their personal and business affairs (Bandura,... study has examined the relationship between LOC, CSE, and EBAU Antecedents to E -Banking 10 Computer self-efficacy and e -banking technology acceptance and use CSE has been used to predict users’ perceptions about their acceptance and use of information technology (Venkatesh & Davis, 1996) Given the use of e -banking s technology dependence on computer use, this study posits that e -banking s –specific... and Income 68 Figure 3 Mediation analysis on EBCSW and the relationship between PEUEB and EBAU, after controlling for Race and Income 69 xi Antecedents to E -Banking ABSTRACT This research extends the Technology Acceptance Model (TAM) as applied to a specific type of technology: electronic banking The study suggests four antecedents to individuals’ acceptance and use of electronic banking: ... e -banking, is influenced by individuals’ prior training in how to use e -banking technology (PTEB), their perceived ease of use of e -banking technology (PEUEB), their age and gender, as well as how their general locus of control (LOC) affects e -banking acceptance In addition, the study also investigates how the mediating role of e -banking computer self-efficacy (EBCSE) affects e -banking acceptance and. .. attitudes, and intentions (such as PEU and PU) as it relates to technology acceptance Specifically, using both the theoretical frameworks of SCT (Bandura, 1986) and TRA (Fishbein & Azjen, 1976), this dissertation adds to TAM (Davis, 1989) in the Antecedents to E -Banking 12 following ways: (1) Applying e -banking to TAM, and (2) Examining possible antecedents of the TAM as it relates to e -banking acceptance and. .. banking: electronic banking- specific computer self efficacy; prior training in electronic banking; perceived ease of use of electronic banking technology, and locus of control The investigation further seeks to determine if age and gender influence these variables while controlling for race and income Results of the statistical analysis is important for practitioners and researchers, in that electronic banking- specific... suggest that age and gender affect computer use Given that ebanking necessitates the use of computers, a question that emerges here is: 3 Do age and gender affect individuals’ acceptance and use of e -banking? It is important to determine if there are other variables that could explain a variance in individuals’ acceptance and use of e -banking; therefore a question to be considered is: 4 What is the effect... responsible for an individual’s acceptance and use of e -banking technology TAM, the overarching theoretical framework, is based on the user’s determination of perceived usefulness (PU) and perceived ease of use (PEU) of a specific technology; these two principles are posited to be the essential components of the TAM (Davis, 1989; Venkatesh and Davis, 2000) The TAM model is grounded in the theory of reasoned . Antecedents to E- Banking AN EXAMINATION OF THE ANTECEDENTS OF ELECTRONIC BANKING TECHNOLOGY ACCEPTANCE AND USE A Dissertation Presented to the Faculty of the College of Business. practitioners and researchers in lending further understanding of the factors that affect acceptance and use of electronic banking, and provides directions for future research. Antecedents to E- Banking. four antecedents to individuals’ acceptance and use of electronic banking: electronic banking- specific computer self efficacy; prior training in electronic banking; perceived ease of use of electronic