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Jurnal Ekonomi Malaysia

54 (3) 2020 117 – 131

Factors Affecting the Internet Banking Adoption
Faktor yang Mempengaruhi Penggunaan Perbankan Internet

Department of Finance, Southern Taiwan University of
Science and Technology
No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710,
Taiwan R.O.C

keyuse@stust.edu.tw

Global Master of Business Administration, Southern Taiwan
University of Science and Technology
No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710,
Taiwan R.O.C

uguumur11@gmail.com

Department of Visual Communication Design, Southern
Taiwan University of Science and Technology
No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710,
Taiwan R.O.C

zay@stust.edu.tw

Department of Digital Tourism Management, Nan Kai
University of Technology
No.568, Zhongzheng Rd., Caotun Township, Nantou County
542, Taiwan R.O.C.

lin825@nkut.edu.tw

Department of Finance, Southern Taiwan University of
Science and Technology
No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710,
Taiwan R.O.C

z0q@stust.edu.tw

Abstract

Internet banking is a beneficial service; it is less costly, offers the flexibility of time and space, and have excellent customer service. The commercial banks of Mongolia are offering internet banking to its customers to capitalize on its advantages. However, these services remain underutilized by their customers. The factors affecting the use of internet banking in Mongolia remain unknown. This study has integrated the E-service-quality model with the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to investigate the factors affecting the use of internet banking services offered by the commercial banks in Mongolia. The data was collected through the
survey method. Structured Equation Modeling (SEM) was used for the analysis. The results indicate that the E-service quality model is effective and robust. The hypotheses were supported by the data. Attitude, subjective norm, perceived behavioral control, perceived usefulness, and E-service quality were found to be the factors that affect customer’s intentions to use internet banking in Mongolia. In the end, the future recommendations, limitations, and implications of the research are discussed.

Keywords

E-service quality; Internet banking; Technology Acceptance Model (TAM); Theory of Planned Behavior (TPB)
http://dx.doi.org/10.17576/JEM-2020-5403-9
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Chang, , Enkhjargal, , Huang, , Lin, , & Ho, (2020). Factors Affecting the Internet Banking Adoption. Jurnal Ekonomi Malaysia, 54(3), 117–131. http://dx.doi.org/10.17576/JEM-2020-5403-9

@article{chang2020factors,
  title={Factors Affecting the Internet Banking Adoption},
  author={Chang, Yung-Chi and Enkhjargal, Uguumur and Huang, Chen-I and Lin, Wen-Ling and Ho, Chi-Ming},
  journal={Jurnal Ekonomi Malaysia},
  volume={54},
  number={3},
  pages={117—131},
 

year={2020},
}

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