Computers in Human Behavior 29 (2013) 1133–1141

Contents lists available at SciVerse ScienceDirect

Computers in Human Behavior

journal homepage: www.elsevier.com/locate/comphumbeh

Development of a quantitative model of the impact of customers’ personality

and perceptions on Internet banking use
Hyun Shik Yoon ⇑, Linsey M. Barker Steege
Department of Industrial and Manufacturing Systems Engineering, University of Missouri, E3437 Lafferre Hall, Columbia, MO 65211, USA

a r t i c l e i n f o a b s t r a c t

Article history: Despite the rapid increase of Internet users and cited benefits of using Internet banking, the number of
Available online 10 November 2012 Internet banking users has not risen as strongly as expected. In order to understand this problem, it is
critical to understand how customers’ personalities and perceptions influence Internet banking use. In
Keywords: this study, a quantitative model of Internet banking use was developed, which incorporates four dimen-
Internet banking sions, namely, (1) openness toward advanced technology as an individual personality dimension, (2)
Perceived usefulness website usability, including perceived usefulness and ease of use, (3) perceived security concern, and
Perceived ease of use
(4) green concern for conserving nature resources as the social influence dimension. The study investi-
Security
Openness
gates the moderating effect between these dimensions on Internet banking use. A survey instrument
Green concern was used to gather data to estimate the proposed research model. The results show that openness, web-
site usability, and perceived security concern significantly influence customers’ Internet banking use. In
terms of moderating effects, all dimensions play an important role as a moderator on the relation
between other dimensions and Internet banking use. Overall, the model helps to increase our under-
standing of how these dimensions interact to influence Internet banking use, which can help in the design
of Internet banking and other e-channel systems.
Ó 2012 Elsevier Ltd. All rights reserved.

1. Introduction only half of them make financial transactions through Internet

Advanced developments in information technology and the
Internet have changed how banks operate their business and the
ways in which consumers conduct their banking activities
(Eriksson, Kerem, & Nilsson, 2008; Sayar & Wolfe, 2007). Today,
most traditional banks use Internet technology and offer their Inter-
net banking services to customers. As a result, consumers can access
their accounts, transfer funds between accounts, view their bank
statements, pay their bills, and conduct other banking transactions
electronically through the bank’s website anytime and anywhere.
There are numerous benefits of using Internet banking for both
banks and their customers. Major benefits include cost savings for
the bank and convenience for the customer in accessing the bank
24 h a day, 7 days a week (Xue, Hitt, & Chen, 2011). According to
the Federal Deposit Insurance (FDIC), however, consumers have
shown reluctance to make their business transactions online. De-
spite the rapid increase in the number of Internet users and cited
benefits using Internet banking, the number of Internet banking
users has not risen as strongly as expected (Alsajjan & Dennis,
2010; White & Nteli, 2004). For example, statistics from the FDIC
indicate that about 80% of Americans use Internet banking and
⇑ Corresponding author. Tel.: +1 210 527 7438; fax: +1 573 882 2693.
E-mail address: hsyhb5@mail.missouri.edu (H.S. Yoon).
banking; that is, many of them still hesitate to make financial
transactions through Internet banking. Therefore, in order to
understand why many Internet users are not using Internet
banking, and some Internet banking users still hesitate to make
financial transactions through Internet banking, it is critical to
understand how individuals’ personality and their perceptions
toward Internet banking influence their actual use.
In previous research related to predictors of use of e-channels,
many scholars have focused solely on finding antecedents that
might influence users’ intention to use e-channels such as
e-commerce websites or Internet banking by analyzing simple
causal relationships and providing empirical models without any
interactions or moderating effects (Chang & Chen, 2009; Kim,
Ferrin, & Rao, 2008; Kim, Mirusmonov, & Lee, 2010; Pikkarainen,
Pikkarainen, Karjaluoto, & Pahnila, 2004). However, solely consid-
ering the direct causal relationships between these factors and
use of Internet services may not accurately reflect user decision-
making and motivations for use. For example, according to
previous research, perceived security concerns have negative im-
pacts on intention to use e-channels; that is, those who are highly
concerned about security issues might be less likely to use these
services (Grabner-Kräuter & Faullant, 2008; Howcroft, Hamilton,
& Hewer, 2002; Kim et al., 2010; Lee, 2009; Rotchanakitumnuai
& Speece, 2003; Treiblmaier, Pinterits, & Floh, 2004). The Internet

0747-5632/$ - see front matter Ó 2012 Elsevier Ltd. All rights reserved.
http://dx.doi.org/10.1016/j.chb.2012.10.005
1134 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
Crime Complaint Center (IC3) reported that more than $480 mil-
lion was lost to Internet crimes related to security issues in 2011,
which represents a 3.4% increase over 2010. However, many peo-
ple have begun using e-channels regardless of these security prob-
lems due to of other perceived benefits (e.g., usability and ease of
access) (AlGhamdi, Drew, & Al-Ghaith, 2011). In this case, previous
research cannot account for increased use of e-channels in spite of
high security concerns. Therefore, in order to provide a solid re-
search model to explain the current complex phenomenon of Inter-
net banking use, interaction effects between factors that have been
associated with Internet banking use in previous research must be
considered.
The purpose of this paper is to address this gap in existing re-
search by developing a quantitative model of factors associated
with Internet banking use. In this model we consider four key
dimensions (security, usability, personality, and social influence),
which have been found as main factors from previous research that
influence IT adoption. In addition, interactions between factors
that might impact Internet banking use are discussed.
2. Concept framework and research hypotheses
The research model for this study was designed to investigate
main factors that affect Internet banking use and interaction ef-
fects among the main factors as mentioned above. Therefore, our
research model expands on previous research focusing on security
and usability perceptions to include four key dimensions: person-
ality, security, usability, and social influence. This model also ex-
tends previous work by including interaction effects between
dimensions. Our research model is shown in Fig. 1 where we inte-
grate these four dimensions and hypothesize that they are impor-
tant concerns for customers during Internet banking activities. In
the following sections we offer a discussion of the underlying the-
ory motivating inclusion of each dimension in the model.
2.1. Personality dimension
Personality is defined as a set of characteristics unique to an
individual and thus, an individual’s perceptions, intentions, atti-
tudes, motivations, and behaviors are influenced by his or her per-
sonality (Ryckman, 2007). Previous studies have used personality
as a predictor of human beliefs and behavior (Kim et al., 2010;
Nov & Ye, 2008). There are a number of different dimensions or
Fig. 1. The proposed research model of Internet banking use.
traits present in various personality measures, definitions, and
models. The Five-Factor Model (FFM) of human personality is one
of the most established personality models (McCrae & Costa, 1987)
and it is well accepted for personality traits research (Korukonda,
2007; Li, Tan, Teo, & Tan, 2006). The model includes five basic fac-
tors: openness, conscientiousness, extraversion, agreeableness,
and neuroticism.
Previous studies that have investigated factors affecting the
adoption decision of various technologies indicated that personal
innovativeness is a significant predictor influencing the adoption
of IT (Agarwal & Prasad, 1999; Crespo & Del Bosque, 2008; Lu,
Yao, & Yu, 2005; Nov & Ye, 2008). Innovative individuals are more
prone to try out any new IT (Agarwal & Prasad, 1998) and are
viewed as ‘‘communicative, curious, dynamic, venturesome, and
simulation-seeking’’ (Kim et al., 2010, p. 313). Thus, personal inno-
vativeness is an important construct in studying individual behav-
ior toward innovation. Some individuals are more innovative than
others and these differences can be explained by personality traits
(Agarwal & Prasad, 1998). Considering the definition of each the
factors in the FFM, openness is likely to be related to use of ad-
vanced IT, whereas the other four factors are not hypothesized to
be as strongly related to the creative or innovative concept. Open-
ness represents a person’s receptivity to new ideas and experiences
(Korukonda, 2007). It describes people who are creative, original,
curious, sensitive, flexible, broad-minded, and adventurous (Klein,
Lim, Saltz, & Mayer, 2004). Therefore, for our research model, we
consider openness as a personality trait that may influence individ-
uals’ acceptance for advanced technology such as Internet banking.
2.1.1. Openness
People who score low on openness are considered to be closed
to experience and tend to be conventional and traditional in their
outlook and behavior. They prefer familiar routines to new experi-
ences, and generally have a narrower range of interests. Con-
versely, individuals who score high on openness to experience
tend to have a broad range of interests, receptivity to new ideas,
and inventiveness (Lee, 2009). Therefore, individuals high on this
factor are more likely to have positive attitude or behavior toward
accepting technology (Devaraj, Easley, & Crant, 2008). Previous
studies suggest that openness positively influences personal inno-
vation in IT (Nov & Ye, 2008), perceived task technology (Gu &
Wang, 2009), and mindfulness in IT innovation (Einwiller & Will,
2001). In studying the characteristics of the Chief Information
 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
Officer (CIO), Li et al. (2006) found that the CIO with high openness
has a positive impact on organizational innovative usage of IT.
Accordingly, bank customers scoring high on openness are likely
to try out Internet banking. Therefore, we propose the following
hypothesis.
Hypothesis 1. A customer’s openness positively influences
Internet banking use.
2.2. Security dimension
Perceived security in the context of Internet banking and our
model is defined as ‘‘a perceived potential loss due to fraud or a
hacker compromising the security of Internet banking’’ (Lee,
2009, p. 2). The concept of consumer-perceived security has been
widely dealt with using an IT device or e-commerce and has been
shown to influence consumer behavior to varying degrees and in
varying contexts (Grabner-Kräuter & Faullant, 2008; Howcroft
et al., 2002; Kim et al., 2010; Lee, 2009; Rotchanakitumnuai &
Speece, 2003; Treiblmaier et al., 2004). According to Kim et al.
(2010), for example, security statements are significant factors
for improving customers’ perceived security and in turn customers’
perceived security is positively influenced by their perceived trust
in e-payment systems.
Financial transactions are one of the primary activities in Inter-
net banking (Liao, Liu, & Chen, 2011). Making financial transactions
using IT devices presents numerous risks for consumers since
criminal acts can be performed with extremely high speed, and
without any physical contact (Cheung & Lee, 2006). In fact, many
customers believe that they are vulnerable to identity theft using
Internet banking services (Einwiller & Will, 2001). If an unautho-
rized person is able to get access to the Internet banking portfolio
of a user, tremendous financial information may be in jeopardy and
there might be considerable financial loss. Therefore, the most
important categories of Internet banking are likely to be security
risk related to the potential loss because of deficiencies in the oper-
ating system or misappropriation of funds through illegal external
access (Littler & Melanthiou, 2006; Rotchanakitumnuai & Speece,
2003). As the amount of products and services offered through
the Internet grows rapidly, consumers are concerned about secu-
rity issues more and more. According to numerous studies
(Grabner-Kräuter & Faullant, 2008; Howcroft et al., 2002; Kim
et al., 2010; Lee, 2009; Rotchanakitumnuai & Speece, 2003;
Treiblmaier et al., 2004), security issues have proven important
barriers to the use of online services. Basically, consumers want
to control what kind of data is collected, for what purpose, how
long data is recorded for, how and for what purposes their data
is processed. Accordingly, security risk is widely considered the
most important factor related to the use of Internet banking
(Cheung & Lee, 2006; Lee, 2009; Sayar & Wolfe, 2007). Therefore,
we propose the following hypothesis.
Hypothesis 2. A customer’s perceived security concern negatively
influences Internet banking use.
2.3. Usability dimension
Compared to traditional offline banking, Internet banking is
viewed as one of the most effective ways to operate bank transac-
tions because it offers many benefits including faster transaction
speed, lower or no transaction handling fees, and increased infor-
mation transparency (Lee, 2009; Turban, King, Lee, Warkentin, &
Chung, 2004). These benefits can positively influence the cus-
tomer’s cognition toward Internet banking use. For the usability
1135
dimension, we identified perceived usefulness (PU) and perceived
ease of use (PEU) as important factors influencing Internet banking
use.
2.3.1. Perceived usefulness and perceived ease of use
The technology acceptance model (TAM), originally developed
by Davis, Bagozzi, and Warshaw (1989), attempts to explain
technology usage and technology acceptance behaviors using two
primary factors, PU and PEU. From the initial study investigating
the acceptance of word-processor technology, the TAM was ex-
tended to personal computers (Igbaria, Iivari, & Maragahh, 1995),
the World Wide Web (Chau & Hu, 2001), telemedicine technology
(Wang, Wang, Lin, & Tang, 2003), Internet banking (Cheng, Lam, &
Yeung, 2006; Lee, 2009; Liao & Cheung, 2008), and e-commerce
(Devaraj, Fan, & Kohli, 2002; Gefen & Straub, 2000; Pavlou, 2003).
Several previous studies have used PU and PEU in their models
and investigated the relation with Internet banking use. They
found that both of these factors are significant influences on Inter-
net banking use (Alsajjan & Dennis, 2010; Chang & Abdul Hamid,
2010; Wang et al., 2003); specifically, both PU and PEU have posi-
tive and direct effects on Internet banking use. However, other
studies indicated that while PU has a positive impact on Internet
banking use, PEU has a significant indirect effect on Internet bank-
ing adoption through PU (Chan & Lu, 2004; Cheng et al., 2006; Lee,
2009). In this study, we also believe that both factors should be
important determinants influencing Internet banking use, but PU
is considered more influential as a direct effect than PEU in
explaining this phenomenon and the following hypotheses are
proposed.
Hypothesis 3a. A customer’s perceived usefulness positively
influences Internet banking use.
Hypothesis 3b. A customer’s perceived ease of use positively
influences Internet banking use.
Hypothesis 3c. A customer’s perceived usefulness mediates the
effects of perceived ease of use on Internet banking use.
2.4. Social influence dimension
Social influence may occur when an individual’s opinions, feel-
ings or actions are affected by other people. Social influence, also
known as subjective norm, is defined as perceived pressures from
most people to make or not to make a certain behavioral decision
(Ajzen, 1991; Lu et al., 2005). Previous research has shown that
subjective norm has a significant impact on intention, attitude,
and behavior for certain IT use (Agarwal & Prasad, 1998; Chan &
Lu, 2004; Devaraj et al., 2008; Lee, 2009; Malhotra & Galletta,
2003). Limayem, Khalifa, and Frini (2000) also suggest that subjec-
tive norm, including mass media, advertisements, and friend influ-
ences, affects purchase intention in e-commerce; that is, it
influences customers’ behavior. Previous research identifies two
sources of social influence, namely, external and internal sources,
which affect technology adoption behavior (Rogers, 1995). Exter-
nal sources are sources from mass media, advertisements, and
other marketing-related information. On the other hand, internal
sources are defined as word-of-mouth influence from friends, fam-
ily, and others. In this study, we consider green concern as a con-
struct related to social influence and incorporate it in our
research model. Considering both external and internal sources
of social influence, Internet banking use might be encouraged by
these sources.
1136 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
2.4.1. Green concern
With increasing pressure from various stakeholders in recent
years, some organizations are concerned about their impact on the
environment and have devoted their time and resources to support
environmentally sustainable business activities. Some of the largest
banks are also looking for ways to save the environment and re-
sources (Todorova, 2007) and encourage their customers to go green
by using Internet banking (Skonctue, 2010). For example, receiving
online statements instead of paper bank statements by mail is one
way to preserve the environment and the banks are trying to provide
customers with this information by using external sources of social
influence such as advertising through their website and sending
e-mail to customers. Previous studies found that companies’ green
efforts play an important role in improving customer satisfaction,
loyalty, trust, and attitude (Maignan & Ralston, 2002; McDonald &
Rundle-Thiele, 2008; Sen, Bhattacharya, & Korschun, 2006).
Today, consumers tend to associate ‘‘environmentally friendly’’
with product quality (Creyer, 1997) or for measuring a company’s
concern for the consumer and society (Kang & James, 2006). More
people are willing to ‘‘go green’’ to protect the environment. Fur-
ther, people’s behavior toward green concern is influenced by
how other people such as friends, family, coworkers, and others
will view them. In this study, we expect customers use Internet
banking because they believe it is one way to save the environ-
ment, following other people who practice going green. Therefore,
we propose the following hypothesis.
Hypothesis 4. A customer’s green concern is positively influences
Internet banking use.
2.5. Interaction effects
2.5.1. Interaction between usage dimension and security dimension
As indicated in the research model in Fig. 1, Internet banking use
is influenced by an interaction between usability factors such as PU
and PEU, and perceived security. This interaction indicates a mod-
eration phenomenon where PU and PEU moderate the relation be-
tween perceived security concern and Internet banking use. Some
previous studies have investigated the relationship between secu-
rity concern and e-commerce/Internet use and found that users’
perceived security negatively influenced customer loyalty or trust
in e-commerce (Chang & Chen, 2009; Cheung & Lee, 2006), security
protection (or security statement), and positively influenced inten-
tion to purchase in e-commerce (Kim et al., 2008) and use of an e-
payment system (Kim et al., 2010). While these studies indicated
that security concern influences the use of electronic channels,
there is a phenomenon that cannot be explained by the previous re-
search. Although many individuals perceive risks using IT device or
e-commerce, they may be willing to use it because of its usefulness
and ease of use (Kim et al., 2010; Lee, 2009). For example, there are
bank customers who may use Internet banking due to perceived
usefulness and perceived ease of use even though they realize the
risks to their sensitive information. Conversely, other bank custom-
ers may not be willing to use Internet banking due to their per-
ceived security concern even though they perceive it as useful
and easy to use. Thus, we propose the following hypotheses.
Hypothesis 5a. A customer’s perceived usefulness moderates the
relation between his/her perceived security concern and Internet
banking use.
Hypothesis 5b. A customer’s perceived ease of use moderates the
relation between his/her perceived security concern and Internet
banking use.
Hypothesis 5c. A customer’s perceived security concern moder-
ates the relation between his/her perceived usefulness and Inter-
net banking use.
Hypothesis 5d. A customer’s perceived security concern moder-
ates the relation between his/her perceived ease of use and Inter-
net banking use.
2.5.2. Interaction between social influence dimension and security
dimension
We also consider an interaction between green concern and
perceived security. Like interactions in previous chapter, green
concern mediates the relation between perceived security concern
and Internet banking use. Although Internet banking users believe
that there are risks involved in making transactions via Internet
banking, they may be willing to use these services because they
are motivated to promote green practices/technologies. Con-
versely, although some users are motivated to go green, they
may not be willing to use Internet banking since they have a stron-
ger concern about security than their motivation to go green. Based
on these relationships, we propose the following hypotheses.
Hypothesis 5e. A customer’s green concern moderates the relation
between his/her perceived security concern and Internet banking
use.
Hypothesis 5f. A customer’s perceived security concern moder-
ates the relation between his/her green concern and Internet bank-
ing use.
3. Research method
3.1. Measurement
To ensure the content validity of the scales, the items selected
must represent the concept about which generalizations are to
be made (Kerlinger & Lee, 2000). Therefore, items selected for mea-
suring the constructs in our research model were mainly adapted
from prior studies to ensure content validity. A survey was de-
signed to include a two-part questionnaire as presented in Appen-
dix A. The first part includes nominal scales, and the second part
includes seven-point Likert scales, ranging from ‘‘disagree
strongly’’ (1) to ‘‘agree strongly’’ (7). The first part is the demo-
graphic information comprised of nine questions used to collect
data about respondents’ characteristics including gender, age, edu-
cation, and experience of Internet and Internet banking usage. The
second part of the survey consisted of 22 items to measure the con-
structs of PU, PEU, customers’ perceived security, green concern,
openness, and the Internet banking use with a smart phone. Four
items for openness were adopted from Gu and Wang (2009) and
Li et al. (2006). Four items for perceived security concern were
adopted from Kim et al. (2008, 2010), and Chang and Chen
(2009). Items for perceived ease of use (four items) and usefulness
(four items) were adopted from Cheng et al. (2006), Kim et al.
(2008), and Lopez-Nicolas, Molina-Castillo, and Bouwman (2008)
. Four items for green concern were adopted from Lopez-Nicolas
et al. (2008). Two items for Internet banking use were from Kim
et al. (2008). All items except items from Kim et al. (2010) were
modified for Internet banking use since they were originally devel-
oped for e-channels such as e-payment systems or e-commerce.
3.2. Data collection
Undergraduate students in a southern public US university par-
ticipated in the study. These students were enrolled in a Principles
 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141 1137

of Information Systems for Management course. Drennan, Sullivan,
and Previte (2006) argued that university students are ‘‘represen-
tative of a dominant cohort of online users’’. College students rep-
resent the most connected (online) segment of the US population
shopping and spending online. They are experienced and frequent
users of the Internet. Approximately, it took about 20 min for par-
ticipants to complete the questionnaire. Prior to any data collec-
tion, approval for the study was obtained from the local
Institutional Review Board. A total of 150 questionnaires were dis-
tributed, of which 125 questionnaires were collected and used in
the analysis for a response rate of 83%. Table 1 shows the demo-
graphic distribution of the sample. 72% of respondents were male,
and 28% were female. Most of the respondents (86%) were between
20 and 30 years old. In terms of previous experience with transac-
tion types using Internet banking, a majority of respondents had
experience with all four activities: reviewing accounts, transferring
money, paying bills, and reviewing banking statements.
4. Data analysis and results
4.1. Measurement validation
We conducted the Harman’s one-factor test (1976) to assess the
severity of common method bias. This test requires that all vari-
ables to be entered together. It assumes that there is a high level
of common method variance present if all variables load on one
factor accounting for all of the variance or one factor accounts
for majority of the variance. The result of principle components
factor analysis shows six factors each with an eigenvalue greater
than 1. There is no single factor that accounts for the majority of
the covariance. The largest covariance explained by one factor is
only 31.8%, an indication that common method bias is not a great
concern.
We use latent constructs with multiple measurement items to
explain the determinants of Internet banking usage. For estimat-
ing such models, we need to simultaneously consider both the
measurement and structural components (Hair, Black, Babin,
Anderson, & Tatham, 2006). Generally speaking, covariance-based
structural equation models assume multivariate normal distribu-
tions (Fornell & Bookstein, 1982). However, studies related to hu-
man belief, behavior, and attitude have repeatedly indicated that
their measures might be skewed (Peterson & Wilson, 1992) and
might not meet the multivariate normality assumptions required
by the covariance-based structural equation modeling techniques.
As a result, one incorrectly identified structural path or one con-
struct having weak measures might affect all other estimates
throughout the covariance-based structural equation model. Un-
der such conditions, Chin, Peterson, and Brown (2008) recom-
mend the use of Partial Least Squares (PLSs) path modeling over
the traditional covariance-based structural equation modeling ap-
proach since PLS employs a component-based approach for model
estimation and it is not highly demanding on sample size and
residual distribution. These reasons make the technique avoid
inadmissible solutions and factor indeterminacy. Therefore, it is
appropriate for researchers to use PLS path modeling when they
try to estimate a larger complex model dealing with attitudes
and behaviors.
The model shown in Fig. 1 was analyzed using SmartPLS. Smart-
PLS assesses the psychometric properties of the measurement
model and estimates the parameters of the structural model taking
into account the moderating latent constructs. First, in accordance
with the guidelines of Gefen, Karahanna, and Straub (2003), we
conducted a PLS confirmatory analysis. The results show that items
have much higher self-loadings than cross-loadings. Second, in or-
der to check that the measures used for the various constructs are
reliable, we calculated composite reliabilities. As shown in Table 2,
the composite reliability scores are highly satisfactory. Cronbach’s
alpha values for each construct were also estimated following the
approach of Nunnally and Bernstein (1994). They range from 0.71
to 0.95, and all values are greater than the recommended value of
0.7, suggesting adequate measurement reliability. Third, following
Fornell and Larcker (1981), we estimated the average variance ex-
tracted (AVE) by each of the different latent constructs in Table 2.
All latent constructs have an average variance extracted higher
than 0.7 and it shows that all AVEs are greater than its correlations
with other constructs. Fourth, in order to confirm that there is ade-
quate discriminant validity among the various constructs, the cor-
relations among the various latent constructs are reported in
Table 2 as well. In the diagonal element of Table 2, we show the
square root of AVEs (italic and bold region) by each of these latent
constructs. As shown in Table 2, the square root of the average var-
iance extracted by each of the latent variables is higher than the
correlation between the latent variable and all the other latent
variables. This demonstrates that the different latent variables ex-
tract a higher share of variance from their own indicators than
from other latent variables. Since the measurement model is satis-
factory, we can proceed to test the structural model. Next, we dis-
cuss the structural model results that are used to test our specified
hypotheses.

Table 1
Demographics of respondents.

Demographic Category Count Percentage (%)

Age Younger than 20 years old 5 4
20–30 years old 107 86
31–40 years old 10 8
Older than 40 years old 3 2
Gender Female 35 28
Male 90 72
Computer experience Less than 1 year 1 1
1–5 years 4 3
5–10 years 34 27
More than 10 years 86 69
Internet use frequency Daily 122 98
Weekly 3 2
Transaction type with Internet banking (choose all that apply) Reviewing accounts 118 32
Transferring money 85 23
Paying bill 69 19
Reviewing bank statements 98 26
1138 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141

Table 2
Correlation matrix and AVEs for constructs.

Construct Cronbach’s a Composite reliability Mean S.D. Squared root of AVEs and correlations
AVE Green PEU PU Security IB use Openness
Green 0.911 0.938 3.35 1.76 0.790 0.889
PEU 0.896 0.927 6.43 0.88 0.761 0.019 0.872
PU 0.947 0.962 6.45 1.03 0.863 0.013 0.762 0.929
Security 0.917 0.942 3.05 1.64 0.800 0.038 0.326 0.398 0.894
IB use 0.710 0.872 4.38 1.54 0.747 0.090 0.572 0.593 0.477 0.880
Openness 0.760 0.847 5.63 1.25 0.583 0.001 0.244 0.156 0.121 0.230 0.763

4.2. Model testing

Fig. 2 shows the model testing results. Our model accounts for
58% of variance in perceived usefulness and 54% of variance in
Internet banking use. As hypothesized, Internet banking use is sig-
nificantly determined by openness (b = .137, p < .001), perceived
security concern (b = .286, p < .001), PU (b = .287, p < .001), and
PEU (b = .372, p < .001); all factors except green concern (b = .372,
p = .355) significantly influence on Internet banking use. Therefore,
H1, H2, H3a, and H3b were supported and H4 was rejected.
To examine whether PU mediates the effects of PEU on Internet
banking use, we added PU as a mediator between PEU and Internet
banking use in this model. The PLS result (Figs. 3 and 4) showed
that the link from PEU to PU is significant. However, the link from
PU and Internet banking use is not significant. According to Baron
and Kenny (1986), this result shows the influences of PEU on Inter-
net banking use is not fully mediated by PU, that is, PU did not play
as a mediator between PEU and Internet banking use. Hence,
hypothesis H3c was not supported.
To test the interaction effects proposed by hypotheses H5a,
H5b, H5c, H5d, H5e and H5f, we followed a product-indicator ap-
proach (Chin et al., 2008). We created the interaction variables
by cross-multiplying the items of PU and perceive security con-
cern, PEU and perceived security concern, and Green concern and
perceived security concern. In order to reduce risk of multicolline-
arity, all items were standardized before multiplication (Aiken,
West, & Reno, 1991). As shown on the figure, all interaction effects
we expected are significant: interaction between PU and perceived
security concern (b = .556, p < 0.05), interaction between PEU and
perceived security concern (b = .530, p < .05), and interaction
.376*
* p<.001
Fig. 3. Direct effect of PEU on Internet banking use.
between green concern and perceived security concern
(b = .165, p < .05). Based on these results, we can conclude that
consumers’ security concern moderated the impact of PU on Inter-
net banking use such that the impact of PU on Internet banking is
lower at higher levels of customers’ perceived security concern.
To further validate the interaction effect, we estimated the ef-
fect size (f2) by comparing the value of R2 between the main and
the interaction effect (Chin et al., 2008). The effect size of the inter-
action is 0.173, which shows a medium to large effect (Cohen,
1988). Hence, we found significant interaction effects supporting
hypotheses H5a, H5b, H5c and H5d.
In summary, our data analysis results provide support to all of
the hypotheses except H3c (PEU ? PU ? Internet banking use)
and H4 (green concern ? Internet banking use).
5. Discussion
This study developed and evaluated a model of the relation be-
tween four factors and Internet banking use. The model is differen-
tiated from previous research by including not only both openness
as a personality dimension and green concern as a social influence,
but also moderating effects between antecedent factors in the

* p<.001, ** p<.05

Fig. 2. Model testing results.

 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
.762*
Fig. 4. Mediating effect of PU between PEU and Internet banking use.
model. There are several theoretical and practical implications
from this study.
From a theoretical perspective, to our knowledge, this is the
first study that introduces personality as a contributing factor to
Internet banking use. As discussed, an individual’s perceptions,
intentions, attitudes, motivations, and behaviors are influenced
by his or her personality. However, personality has not been widely
used in the Information Systems (ISs) field even though there are
some studies that have investigated Internet banking adoption
behaviors (Chan & Lu, 2004; Lassar, Manolis, & Lassar, 2005;
Pikkarainen et al., 2004). Therefore, this study is the first step to
build theoretical background to understand the role of personality
in Internet banking use by expanding the current theoretical
framework on Internet banking use.
Perceived security has been widely dealt with related to use of
IT and has been found to play an important role in IT adoption
(Grabner-Kräuter & Faullant, 2008; Howcroft et al., 2002; Kim
et al., 2010; Lee, 2009; Rotchanakitumnuai & Speece, 2003;
Treiblmaier et al., 2004). Our study provides support for previous
research showing that perceived security concern negatively af-
fects Internet banking use. In order to build a stronger theoretical
frame on Internet banking use, the next step should empirically
investigate factors that can positively enhance customers’ security
concern on Internet banking use. Website quality, security state-
ment, technical protections and so on might be considered as fac-
tors that can enhance customers’ security concern and Internet
banking use. For instance, if customers perceive that a website
interface of Internet banking has higher quality than other sites,
they might trust the website’s integrity and have positive percep-
tion of security on the site. Therefore, this factor might improve
customers’ intention to use Internet banking.
Recently, ‘‘going green’’ efforts to preserve the environment
have been widely recognized by many people and communities
(Skonctue, 2010). However, there is little research dealing with this
issue. This study suggests an individual’s green concern as a social
influence dimension, which might influence Internet banking use.
The findings of our study did not support a significant relationship
between green concern and in Internet banking use. However, if we
test this factor as a determinant that can influence Internet banking
use with different samples in different environments, we could get
a significant result that shows its impact on Internet banking use.
6. Implications
6.1. Implications for research
One of the most important issues in this research was to inves-
tigate the interaction effects between factors in four dimensions
that affect Internet banking use. As we expected, our results
showed that all interaction effects are significant, that is, there
are significant interaction effects between PU and perceived secu-
rity concern, between PEU and perceived security concern, and be-
tween green concern and perceived security concern. When
considering simple causal relations provided by previous research,
we cannot explain complex situations in the current business envi-
ronment. Several research studies found that perceived security
concern negatively affects IT adoption (Grabner-Kräuter & Faullant,
2008; Howcroft et al., 2002; Kim et al., 2010; Lee, 2009;
Rotchanakitumnuai & Speece, 2003; Treiblmaier et al., 2004).
1139
.043
* p<.001
However, there may be cases where people are weighing costs
and benefits and are willing to make trade-offs between security
concerns and usability/ease of access/environmental impact that
motivate their use of Internet banking and other e-channels. These
potential trade-offs where users are weighing the importance of
different factors and their role in decisions to use or not use an
e-channel technology have not been evaluated in previous models.
Our research demonstrates that there are interactions between
these factors that may be representative of this type of trade-off
consideration in motivating user behaviors. Specifically, the signif-
icant interaction between security concern and PU on Internet
banking shows that customers with lower security concerns may
be able to trade those off because of a strong perceived usefulness
of Internet banking technologies. Additionally, in terms of the
direct effect of green concern, it did not significantly affect Internet
banking use. However, the results showed that green concern
moderates the relation between perceived security concern and
Internet banking use. Namely, those who have high degree of green
concern would use Internet banking even though they are strongly
concerned about security issues.
This study also illustrates the role of human information
processing theory from human behavior and decision-making
processes, which describes considering the relative importance of
different factors to arrive at a decision (Shaki & Gevers, 2011).
According to the theory, a variety of attention resources through
mess media can influence human perception, decision, and re-
sponse selection. Lately, many Internet banking users have been
surrounded by a lot of information such as security problem and
the benefits of paperless-tasks for Internet banking. That kind of
information can play an important role as attention resources in
decision making process. Therefore, the findings of our research
have important contributions by demonstrating the roles of vari-
ous factors that influence Internet banking use and the moderating
roles in relation between antecedents and Internet banking use.
6.2. Implications for practice
Our study also has practical implications. The proposed model
can be used to identify motivating factors and barriers to Internet
banking use, and also more complex interactions between factors
to better design Internet banking systems and attract customers.
Another implication derived from the study is the role of green
concern as the social influence. In order to encourage Internet
banking use by customers, a strong awareness program is needed
to educate customers that Internet banking is an important way
to preserve and protect our environment.
7. Conclusions, limitations, and directions for future studies
This study developed and evaluated an integrated model on
Internet banking use, which incorporates customers’ personality
and their perceptions toward Internet banking use. The resulting
model provides an integrated view of Internet banking use includ-
ing personality dimensions and interactions between factors to re-
flect complex trade-offs and weighing of alternatives present
during human decision-making processes.
This study is not without limitations. For our research model,
other variables such as gender, age, and computer experience
could be relevant, but were not included in this study. For example,
1140 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
differences in national culture can affect customers’ belief, attitude,
and behavior in using Internet banking use. In some countries in
Asia, collectivism might affect human behavior related to security
issues. In this case, this result may not be generalizable to those
countries. Hence, future work can build upon this work to include
data from other countries to validate the model for other cultural
groups. Another issue is that we did not consider social classes of
samples based on their income and occupation. Different classes
might have different behavior toward Internet banking use. By
comparing different results from different classes, we might have
a more significant result on Internet banking use. In terms of per-
sonality traits, future research should consider dealing with all five
factors in FFM to identify more specific types of characteristic that
can influence Internet banking use. Overall, the model developed
through this study has practical implications as it helps to identify
motivating factors and barriers to Internet banking use, and also
more complex interactions between factors, to enable bank man-
agers and other e-channel stakeholders to better design Internet
banking systems and attract customers.
Appendix A. Questionnaire
Part. 1
A. Gender (male/female)
B. Age groups
(Younger than 20 years old/20–30 years old/31–40 years
old/Older than 40 years old)
C. Have you ever used Internet banking? (yes/no)
C1. If yes, choose all transactions that you use for Internet
banking
(Checking accounts/transferring money/paying bills/
checking bank statements)
D. How many years have you used computers?
(Less than 1 year/15 years/5–10 years/more than
10 years)
E. Do you have Internet connection either at home or using
other devises (e.g., smart phone)? (yes/no)
F. How often do you use the Internet? (daily/weekly/
monthly/other)
G. When you use the Internet, what application do you use?
(choose all that apply)
(E-mail/web-surfing/news/e-commerce/Internet banking/
other)
Part. 2
A. Openness
A.1 I am curious about many different things
A.2 I like to think up new ways of doing things
A.3 I like to challenge the norms
A.4 I like to read challenging materials
B. Perceived usefulness
B.1 Internet banking enables me to accomplish my tasks
more quickly
B.2 The Internet banking is useful
B.3 Internet banking is a convenient way to manage my
finances
B.4 Internet banking eliminates geographic limitation
and increases flexible in mobility
C. Perceived ease of use
C.1 It is easy to use Internet banking to accomplish my
banking tasks
C.2 Internet banking is easy to use
C.3 Learning to operate Internet banking would be easy
for me
C.4 It is easy for me to remember how to perform tasks
with Internet banking
D. Social influence (green concern)
D.1 People around me have encouraged me to use
Internet banking to promote ‘green’
D.2 My decision to adopt Internet banking to promote
‘green’ is influenced by my friends
D.3 My decision to adopt Internet banking to promote
‘green’ is influenced by my family or relatives
D.4 My decision to adopt Internet banking to promote
‘green’ is influenced by my colleagues or peers
E. Perceived security concern
E.1 I would not feel safe in making transactions over the
Internet banking
E.2 I would not feel totally safe providing personal
privacy information over the Internet banking
E.3 I do not perceive the information relating to user and
Internet banking transactions as secure
E.4 I am worried to use Internet banking because other
people may be able to access my account
F. Internet banking use
F.1 I am using Internet banking more often than others
F.2 On average I use Internet banking ________. (daily/
weekly/monthly/biweekly/bimonthly)
References
Agarwal, R., & Prasad, J. (1998). A conceptual and operational definition of personal
innovativeness in the domain of IT. Information Systems Research, 9(2), 204–215.
Agarwal, R., & Prasad, J. (1999). Are individual differences Germane to the
acceptance of new information technologies? Decision Sciences, 30(2), 361–391.
Aiken, L. S., West, S. G., & Reno, R. R. (1991). Multiple regression: Testing and
interpreting interactions. Sage Publications.
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human
Decision Processes, 50(2), 179–211.
AlGhamdi, R., Drew, S., & Al-Ghaith, W. (2011). Factors influencing e-commerce
adoption by retailers in Saudi-Arabia: A qualitative analysis. The Electronic
Journal of Information Systems in Developing Countries, 47.
Alsajjan, B., & Dennis, C. (2010). Internet banking acceptance model: Cross-market
examination. Journal of Business Research, 63(9), 957–963.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in
social psychological research: Conceptual, strategic, and statistical
considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.
Chan, S., & Lu, M. (2004). Understanding internet banking adoption and use
behavior: a Hong Kong perspective. Journal of Global Information Management,
12(3), 21–43.
Chang, H., & Abdul Hamid, M. (2010). An empirical investigation of internet banking
in Taiwan. Global Journal of Business Research, 4(2), 39–47.
Chang, H., & Chen, S. (2009). Consumer perception of interface quality, security, and
loyalty in electronic commerce. Information & Management, 46(7), 411–417.
Chau, P. Y. K., & Hu, P. J. H. (2001). Information technology acceptance by individual
professionals: A model comparison approach. Decision Sciences, 32(4), 699–719.
Cheng, T., Lam, D. Y. C., & Yeung, A. C. L. (2006). Adoption of internet banking: An
empirical study in Hong Kong. Decision Support Systems, 42(3), 1558–1572.
Cheung, C. M. K., & Lee, M. K. O. (2006). Understanding consumer trust in Internet
shopping: A multidisciplinary approach. Journal of the American Society for
Information Science and Technology, 57(4), 479–492.
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in
marketing: Some practical reminders. The Journal of Marketing Theory and
Practice, 16(4), 287–298.
Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.).
Hillsdale, NJ: Lawrence Erlbaum Associates.
Crespo, A. H., & Del Bosque, I. R. (2008). The effect of innovativeness on the adoption
of B2C e-commerce. Computers in Human Behavior, 24(6), 2830–2847.
Creyer, E. H. (1997). The influence of firm behavior on purchase intention: do
consumers really care about business ethics? Journal of Consumer Marketing,
14(6), 421–432.
 H.S. Yoon, L.M. Barker Steege / Computers in Human Behavior 29 (2013) 1133–1141
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer
technology: A comparison of two theoretical models. Management Science,
982–1003.
Devaraj, S., Easley, R. F., & Crant, J. M. (2008). How does personality matter? Relating
the five-factor model to technology acceptance and use. Information Systems
Research, 19(1), 93–105.
Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction and
preference. validating e-commerce metrics. Information Systems Research, 12(3),
316–333.
Drennan, J., Sullivan, G., & Previte, J. (2006). Privacy, risk perception, and expert
online behavior: An exploratory study of household end users. Journal of
Organizational and End User Computing, 18(1), 1–22.
Einwiller, S., & Will, M. (2001). The role of reputation to engender trust in electronic
markets. In Paper presented at the 5th international conference on corporate
reputation, identity, and competitiveness, Paris, France.
Eriksson, K., Kerem, K., & Nilsson, D. (2008). The adoption of commercial
innovations in the former central and eastern European markets: The case of
internet banking in Estonia. International Journal of Bank Marketing, 26(3),
154–169.
Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS
applied to consumer exit-voice theory. Journal of Marketing Research, 19,
440–452.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with
unobservable variables and measurement error. Journal of Marketing research,
48, 39–50.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Inexperience and experience with
online stores: The importance of TAM and trust. IEEE Transactions on Engineering
Management, 50(3), 307–321.
Gefen, D., & Straub, D. (2000). The relative importance of perceived ease of use in IS
adoption: A study of e-commerce adoption. Journal of the Association for
Information Systems, 1(8), 1–30.
Grabner-Kräuter, S., & Faullant, R. (2008). Consumer acceptance of internet
banking: the influence of internet trust. International Journal of Bank
Marketing, 26(7), 483–504.
Gu, L., & Wang, J. (2009). A study of exploring the ‘‘big five’’ and task technology fit
in web-based decision support systems. Issues in Information Systems, 10(2),
210–217.
Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate data
analysis (6th ed.). Saddle River, NJ: Pearson Prentice Hall.
Harman, H. H. (1976). Modern factor analysis (3rd ed.). Chicago: University of
Chicago Press.
Howcroft, B., Hamilton, R., & Hewer, P. (2002). Consumer attitude and the usage and
adoption of home-based banking in the United Kingdom. International Journal of
Bank Marketing, 20(3), 111–121.
Igbaria, M., Iivari, J., & Maragahh, H. (1995). Why do individuals use computer
technology? A Finnish case study. Information & Management, 29(5), 227–238.
Kang, G., & James, J. (2006). Revisiting the concept of a societal orientation:
conceptualization and delineation. Journal of Business Ethics, 73, 301–318.
Kerlinger, F., & Lee, H. (2000). Foundations of behavioral research (4th ed.).
Cambridge, England: Cambridge University Press.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making
model in electronic commerce. The role of trust, perceived risk, and their
antecedents. Decision Support Systems, 44(2), 544–564.
Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors
influencing the intention to use mobile payment. Computers in Human Behavior,
26(3), 310–322.
Klein, K. J., Lim, B. C., Saltz, J. L., & Mayer, D. M. (2004). How do they get there? An
examination of the antecedents of centrality in team networks. The Academy of
Management Journal, 47(6), 952–963.
Korukonda, A. R. (2007). Differences that do matter: A dialectic analysis of
individual characteristics and personality dimensions contributing to
computer anxiety. Computers in Human Behavior, 23(4), 1921–1942.
Lassar, W. M., Manolis, C., & Lassar, S. S. (2005). The relationship between consumer
innovativeness, personal characteristics, and online banking adoption.
International Journal of Bank Marketing, 23(2), 176–199.
Lee, M. (2009). Factors influencing the adoption of internet banking: An integration
of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce
Research and Applications, 8(3), 130–141.
Li, Y., Tan, C. H., Teo, H. H., & Tan, B. C. Y. (2006). Innovative usage of information
technology in Singapore organizations: Do CIO characteristics make a
difference? IEEE Transactions on Engineering Management, 53(2), 177–190.
Liao, Z., & Cheung, M. T. (2008). Measuring consumer satisfaction in internet
banking: A core framework. Communications of the ACM, 51(4), 47–51.
1141
Liao, C., Liu, C. C., & Chen, K. (2011). Examining the impact of privacy, trust and risk
perceptions beyond monetary transactions: An integrated model. Electronic
Commerce Research and Applications, 10(6), 702–715.
Limayem, M., Khalifa, M., & Frini, A. (2000). What makes consumers buy from
Internet? A longitudinal study of online shopping. IEEE Transactions on Systems,
Man and Cybernetics, Part A: Systems and Humans, 30(4), 421–432.
Littler, D., & Melanthiou, D. (2006). Consumer perceptions of risk and uncertainty
and the implications for behaviour towards innovative retail services: The
case of Internet Banking. Journal of Retailing and Consumer Services, 13(6),
431–443.
Lopez-Nicolas, C., Molina-Castillo, J., & Bouwman, H. (2008). An assessment of
advanced mobile services acceptance: Contributions from TAM and diffusion
theory models. Information & Management, 45(6), 359–364.
Lu, J., Yao, J. E., & Yu, C. S. (2005). Personal innovativeness, social influences and
adoption of wireless Internet services via mobile technology. The Journal of
Strategic Information Systems, 14(3), 245–268.
Maignan, I., & Ralston, D. A. (2002). Corporate social responsibility in Europe and the
US: Insights from businesses self-presentations. Journal of International Business
Studies, 33(3), 497–514.
Malhotra, Y., & Galletta, D. (2003). A multidimensional commitment model of
volitional systems adoption and usage behavior. Journal of Management
Information Systems, 22(1), 117–151.
McCrae, R. R., & Costa, P. T. (1987). Validation of the five-factor model of personality
across instruments and observers. Journal of Personality and Social Psychology,
52(1), 81.
McDonald, L. M., & Rundle-Thiele, S. (2008). Corporate social responsibility and
bank customer satisfaction: A research agenda. International Journal of Bank
Marketing, 26(3), 170–182.
Nov, O., & Ye, C. (2008). Personality and technology acceptance. Personal
innovativeness in IT, openness and resistance to change. In Paper presented at
the 41th annual international conference on system sciences, Hawai, USA.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. McGraw, New York:
McGraw-Hill.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce. Integrating trust
and risk with the technology acceptance model. International Journal of
Electronic Commerce, 7(3), 101–134.
Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: Fact and
artifact. Journal of the Academy of Marketing Science, 20(1), 61–71.
Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer
acceptance of online banking: An extension of the technology acceptance
model. Internet Research, 14(3), 224–235.
Rogers, E. M. (1995). Diffusion of innovations (4th ed.). New York, NY: The Free Press.
Rotchanakitumnuai, S., & Speece, M. (2003). Barriers to internet banking adoption:
A qualitative study among corporate customers in Thailand. International
Journal of Bank Marketing, 21(6), 312–323.
Ryckman, R. M. (2007). Theories of personality (9th ed.). Belmont, CA: Cengage
Learning.
Sayar, C., & Wolfe, S. (2007). Internet banking market performance. Turkey versus
the UK. International Journal of Bank Marketing, 25(3), 122–141.
Sen, S., Bhattacharya, C. B., & Korschun, D. (2006). The role of corporate social
responsibility in strengthening multiple stakeholder relationships: A field
experiment. Journal of the Academy of Marketing Science, 34(2), 158–166.
Shaki, S., & Gevers, W. (2011). Cultural characteristics dissociate magnitude and
ordinal information processing. Journal of Cross-Cultural Psychology, 42(4),
639–650.
Skonctue, P. (2010). Going green by using internet banking. <http://artipot.
com/articles/613756/going-green-by-using-internet-banking.htm> (Retrieved
18.07.12).
Todorova, A. (2007). Is it time for you to go paperless? <http://www.smartmoney.
com/borrow/debt-strategies/should-you-go-paperless/> (Retrieved 18.07.12).
Treiblmaier, H., Pinterits, A., & Floh, A. (2004). Antecedents of the adoption of
e-payment services in the public sector. In Paper presented at the 25th
international conference on information systems, Washington, DC, USA.
Turban, E., King, D., Lee, J., Warkentin, M., & Chung, H. M. (2004). Electronic
commerce: A managerial perspective. Upper Saddle River, NJ: Prentice Hall.
Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user
acceptance of internet banking: An empirical study. International Journal of
Service Industry Management, 14(5), 501–519.
White, H., & Nteli, F. (2004). Internet banking in the UK: Why are there not more
customers? Journal of Financial Services Marketing, 9(1), 49–56.
Xue, M., Hitt, L. M., & Chen, P. (2011). Determinants and outcomes of internet
banking adoption. Management Science, 57(2), 291–307.