An Empirical Study on Effect of Experience on Consumer Adoption Intention towards Electronic Banking

Monica Bhardwaj, Renu Aggarwal


Electronic banking has emerged as the most lucrative and cost effective service in electronic commerce. While the movement of the major banks and financial service providers towards the digital channels, the future scope of online presence appears highly optimistic. Besides offering major banking services through this mode, the banks and financial service providers get platform to maintain direct connect with their customers that enable them to offer superior services and strengthen customer relations. The present study investigates the moderation effect of user experience with varied lengths of use on the adoption intention and continued use towards electronic banking. The study extends technology acceptance model to examine the user perceptions towards electronic banking over a period of time. The findings highlight the differences in behavior based on the frequency use. The study provides useful implications for the academicians and the managers.

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