Title: Internet banking adoption among Generation Y customers: an application of extended TAM

Authors: Korhan Gokmenoglu; Siamand Hesami

Addresses: Department of Banking and Finance, Eastern Mediterranean University, Famagusta, North Cyprus via Mersin 10, Turkey ' Department of Banking and Finance, Eastern Mediterranean University, Famagusta, North Cyprus via Mersin 10, Turkey

Abstract: The aim of this study is to examine the factors that affect the intention of Generation Y consumers to adopt internet-banking services in the framework of the basic and extended technology acceptance model (TAM). To this aim, we investigated responses from 270 participants aged 18-35 years old on adopting internet-banking services by using structured equation modelling (SEM). Empirical findings showed Perceived Usefulness (PU) as the strongest determinant of behavioural intention towards internet-banking adoption. The results also revealed that perceived ease of use (PEOU) and Social Influence (PI) have crucial roles in encouraging Generation Y to use internet banking. These findings imply several policy recommendations, which we discussed in detail in the implications and limitations section.

Keywords: SEM; structured equation modelling; TAM; technology acceptance model; Generation Y; internet banking; social influence; perceived security.

DOI: 10.1504/IJSOI.2020.111298

International Journal of Services Operations and Informatics, 2020 Vol.10 No.4, pp.330 - 349

Received: 10 Sep 2019
Accepted: 22 Mar 2020
Published online: 18 Nov 2020 *

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