Title: Investigating the factors influencing e-banking service adoption during COVID-19 pandemic

Authors: Razib Chandra Chanda; Ali Vafaei-Zadeh; Tofayel Ahmed; Khaled Nawaser

Addresses: Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia ' Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia ' Bangladesh Institute of Bank Management, Dhaka 1216, Bangladesh ' Institute of Scientific Research and Graduate School, Universidad de Lima, Lima, Peru

Abstract: This study aims to investigate the factors that impact e-banking services adoption during the COVID-19 pandemic. Results verify that e-service quality, perceived usefulness of technology, positive E-WOM, perceived ease of use of e-banking service, concern about carbon footprint, and eco-friendly technology have a positive and significant relationship with attitude towards e-banking service. Attitude has also a positive and significant relationship with e-banking adoption during the pandemic. The results show that poor security of financial and personal information negatively moderates the relationship between attitude towards e-banking service and e-banking service adoption. It has further been demonstrated that attitude towards e-banking has mediated the relationship between the independent variables and e-banking adoption, guiding the managers of private commercial banks in countries where e-banking services are still in the primary stage on how they should reorganise their e-banking services to attract new customers for adopting e-banking services.

Keywords: COVID-19 pandemic; attitude towards e-banking; e-banking adoption; carbon footprint; eco-friendly technology.

DOI: 10.1504/IJPQM.2024.137232

International Journal of Productivity and Quality Management, 2024 Vol.41 No.2, pp.197 - 235

Received: 05 Mar 2022
Accepted: 09 Apr 2022
Published online: 06 Mar 2024 *

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