brac bank full(1130260)

Independent University, Bangladesh

A Research Proposal on

Factors Influencing the Adoption of Internet Banking

Prepared By

Shawkat Zaman

ID: 1130260

An Internship Report Presented In Partial Fulfillment

Of The Requirements of the Degree

Bachelor of Business Administration

INDEPENDENT UNIVERSITY,

BANGLADESH

JANUARY 2015

A Research Proposal on

Factors Influencing the Adoption of Internet Banking

Prepared By

Shawkat Zaman

ID: 1130260

Has been approved

January 2015

_______________

Mr. Parvez Ahmed Sharif

Lecturer School of Business

Independent University, Bangladesh

Letter of Transmittal

Mr. Parvez Ahmed Sharif

Department of MIS

Faculty of Business Studies

Independent University, Bangladesh.

Subject: Letter regarding submission of Internship Report on Factors Influencing the

Adoption of Internet Banking.

Dear Sir,

Here is the report on “Factors Influencing the Adoption of Internet Banking” you asked me to

conduct on the beginning of the Internship.

In this assignment, I have tried to focus some key aspects of Internet Banking Services. While

preparing this report, I tried my level best to follow your instructions and the instructions that

have given to me by my organization supervisor.

I appreciate having this assignment. I prepared this assignment with sincerity and serious effort.

Thank you for providing me the opportunity to prepare this. I am really grateful to you for giving

me the scope to prepare this report under your observation. I have enjoyed preparing this report

and presented it for your judgment.

Sincerely yours,

Shawkat Zaman

ID: 1130260

ACKNOWLEDGEMENT

I wish to thank my supervisors, Md. Al Mamun and Abul Hasnat Noman for his professional

guidance, devotion and encouragement throughout the preparation of this dissertation. A special

thanks to my colleagues and comrades in the struggle, Swarna and Silvia. I am extremely fortunate

to have you as my friends. I deeply appreciate you because you have often been the catalyst for

needed change in my life and the impetus for introspection, and without you the BBA in Finance

and Management Information Systems (MIS) would have been such a huge mountain to climb.

In a special category that demands mention is Gentleman Sakil. I am thankful for the friendship

we have-a friendship filled with deep conversation. I am not sure that even you fully know how

much you bless my life, thank you for everything and for that I am eternally grateful.

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Table of Contents

Page

1. Brief Overview of BRAC Bank Limited 2

2. Product & Service offerings 6

3. Work Experience 7

4. Abstract 10

5. Introduction 11

6. Statement of the Problem 14

7. Purpose of the Study 14

8. Literature Review

8.1 Ease of Use

8.2 Usefulness

8.3 Costs Saved

8.4 Self-Control

8.5 Security

15-22

9. Conceptual Framework 23

10. Research Questions & Hypothesis 23-24

11. Research Methodology

11.1 Research Design

11.2 Sampling Method

11.3 Measurement

11.4 Data Collection

11.5 Data Analysis

24-32

12. Limitation and Significance of the Study 33

13. Results & Discussion 33

13. Conclusion 34

14. Recommendation 34

15. References 35

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1. Brief Overview of BRAC Bank

BRAC Bank started its journey in 2001 and in just 13 years proved to be country's fastest growing

bank.

BRAC Bank was founded to reach the large number of unbanked people which were not covered

by traditional bank. The main concept of the bank was to facilitate Small and Medium Enterprises

(SME). Since then the Bank has become a leading bank in Bangladesh.

BRAC Bank Limited, with institutional shareholdings by BRAC, International Finance

Corporation (IFC) and Shorecap International, has been the fastest growing Bank in 2004 and

2005. At the year end of 2005, BRAC Bank had recorded a 103 percent growth in assets, and a 65

percent growth in liabilities, with an operating profit of 84 percent over the previous year 2004.

A fully operational commercial bank, BRAC Bank focuses on pursuing unexplored market niches

in the Small and Medium Enterprise Business, which hitherto has remained largely untapped

within the country. Today, the bank has 88 Branches, 21 SME Service Centers, 48 SME/Krishi

Branches, over 300 ATMs and 400 SME Unit offices across the country. It has disbursed over

BDT 220,139 million of SME loan and has over 1,200,000 individual customers who access online

banking facilities. Its services cuts across all strata of clientele, be it corporate, retail or SME.

BRAC, a national, private organization, started as an almost entirely donor funded, small-scale

relief and rehabilitation project initiated by Fazle Hasan Abed to help the country overcome the

devastation and trauma of the Liberation War and focused on resettling refugees returning from

India. Today, BRAC has emerged as an independent, virtually self-financed paradigm in

sustainable human development. It is one of the largest Southern development organizations

employing 97,192 people, with 61% women, and working with the twin objectives of poverty

alleviation and empowerment of the poor.

The International Finance Corporation (IFC) is a member of the World Bank Group and is

headquartered in Washington, DC. Established in 1956, IFC’s mission is to promote sustainable

private sector investment in developing countries, helping to reduce poverty and improve people’s

lives.

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IFC is the largest multilateral source of loan and equity financing for private sector projects in the

developing world. The organization promotes sustainable private sector investment in developing

countries that is economically beneficial, financially and commercially sound, and

environmentally and socially sustainable; as a way to reduce poverty and improve people’s Lives.

It is the belief of the organization that sound economic growth is the key to poverty reduction; that

it is grounded in the development of entrepreneurship and successful private investment; and that

a conducive business environment is needed for the latter to thrive and contribute to improve

people’s Lives.

IFC promotes sustainable private sector development primarily BY

1. Financing private sector projects located in the developing World

2. Helping private companies in the developing world mobilize financing in international

financial markets.

3. Providing advice and technical assistance to businesses and Government

Corporate Mission, Vision & Values

Corporate Mission

» Sustained growth in ‘small & Medium Enterprise ‘sector.

» Continuous low cost deposit growth with controlled growth in Retained Assets.

» Corporate Assets to be funded through self-liability mobilization. Growth in Assets through

Syndications and Investment in faster growing sectors.

» Continuous endeavor to increase fee based income.

» Keep our Debt Charges at 2% to maintain a steady profitable growth

» Achieve efficient synergies between the bank’s Branches, SME Unit Offices and BRAC field

offices for delivery of Remittance and Bank’s other products and services

» Manage various lines of business in a fully controlled environment with no compromise on

quality

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» Keep a diverse, far flung team fully motivated and driven towards materializing the bank’s vision

into reality.

Corporate Vision

“Building a profitable and socially responsible financial institution focused on Markets and

Business with growth potential, thereby assisting BRAC and stakeholders build a “just,

enlightened, healthy, democratic and poverty free Bangladesh’’

Corporate Values

Our Strength emanates from our owner – BRAC. This means, we will hold the following values

and will be guided by them as we do our jobs:

» Value the fact that we are a member of the BRAC family.

» Creating an honest, open and enabling environment.

» Have a strong customer focus and build relationships based on integrity, superior service and

mutual benefit

» Strive for profit & sound growth

» Work as a team to serve the best interest of our owner

» Relentless in pursuit of business innovation and important

» Value and respect people and make decisions based on merit

» Base recognition and reward on performance

» Responsible, trustworthy and law-abiding in all that we do

Achievements

Best Retail Banker Award 2011 from Asian Banker

FT-IFC Sustainable Bank of the Year 2010 (Emerging Markets, Asia)

IFC awarded BRAC Bank as the Most Active Global Trade Finance Program (GTFP)

Issuing Bank in South Asia in 2010

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Member of Global Alliance for Banking on Values

ICAB National Award 2009

DHL–Daily Star Bangladesh Business Awards 2008

Corporate Social Responsibility (CSR) of BRAC Bank:

In line with 3P (People, Planet and Profit) philosophy, BRAC Bank has been actively engaged in

CSR Initiatives that support the People, protect the Planet while ensuring Profitability. These

initiatives go beyond the statutory obligation/ mandatory compliances to voluntary activities that

promote sustainable development. BRAC Bank focuses on the following CSR area

- Community Development

- Culture/ Heritage of Bangladesh

- Education

- Environment

- Health, and

- Young Leadership

BRAC Bank Subsidiaries:

• BRAC EPL Investments Limited

• BRAC EPL Stock Brokerage Ltd

• bKash (Mobile banking service)

• BRAC Saajan Exchange Company Limited

• BRAC IT Services Ltd. (biTS)

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2. Product & Service offerings

The business policy of BRAC Bank is to reach the goal through a win-win situation with the client.

BRAC bank believes in promoting the business through personalized services and perpetual

relationship. It has strong commitment to stay competitive and serve the clients of different

strategy in the society as well as to accelerate the pace of economic operation. With the above in

view, BRAC bank has been operating with following popular and innovative products and

services:

Deposit products

Investment Products

Plastic card Products

Remittance Service

Internet Banking

L/C (Export Import) Products

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3. Work Experience

In internship program I worked in Fixed Asset Management and Insurance which is under

Finance Department. I worked under Mr. Md. Al. Mamun who is an Associate Manager of Asset

& Insurance department. My Job responsibilities are given below:

i. Creating new assets object ID by IFS Application (Financial Integration Software) and

put them into excel worksheet.

ii. Printing barcode tag of each object ID and send them to branches by mail.

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Creating new assets object ID

Now I will give a brief procedure of my working experience. First of all, delivery invoices are

come to my desk from procurement department and each of delivery invoice has MR No.

(Material Requisition Number) and PO No. (Purchase Order Number). When I put these MR and

PO no. into IFS Application the noted assets from invoices shows automatically. Then I need to

write the detail specification of that asset and create an object ID to IFS server. For example, if

a desktop computer purchased, the Object ID will like “PCD0005176”. I also put the object

physical location in the Object ID. Lastly, I save the object in IFS and for backup purpose I also

save them in excel worksheet and then I go to the next delivery invoices.

Printing barcode tag of an asset

The new assets of BRAC Bank has to be tagged wherever its location. So, I have to prepare an

excel worksheet where each of new object’s ID, description and SOL or CC/PC (Cost

Center/Purchase Center) has been provided. Finally, I open this excel file in P-Touch software

and make a Tag preview and print them. After that, I send those printed tag via dispatch by mail.

Observation

It was a very interesting experience for me working at BBL:

The BRAC Bank office environment is very friendly; it is such that you can call your

seniors by “Bhai” or “Apa”.

Work is never left pending for the next day unless it is absolutely necessary.

The corporate culture of BRAC Bank is that the employees can only leave the office after

their boss leaves.

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Finance Department Organizational Hierarchy

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4. Abstract

The main objective of this research is to identify the key factors of Internet Banking which have

impact in customer Retention in the context of BRAC Bank. The advancement of information

technology means conventional face-to-face services are being replaced with innovative self-

service technology (SST), as in Internet banking (Hensmans et al., 2001; Waite, 2006), which sets

the standards for future SSTs such as telephone banking and ATMs. The study examines the factors

contributing to positive effects on customers’ continued use of Internet banking. Further research

is recommended to investigate the effects of negative factors, such as risk and complexity. In

addition, the same methods should be used to reproduce the survey in other industries to support

generalizability of BRAC Bank. This research also intends to analyze and investigate factors of

Internet Banking Responsiveness, Reliability, and Assurance, privacy, Efficiency impact on

customer retention of BRAC Bank Limited. It will be a causal study aimed to measure if the

existence of or a change in independent variable causes or leads to a change in the Dependent

variable. This study is based on primary data, unlike previous research, the study focuses on

consumers’ continued use of Internet banking as opposed to initial use. It concentrates on customer

retention rather than customer acquisition. It is the first study to conclude that CV and CR

significantly affect continued use of SST. The Researcher distributes 30 questionnaires among the

respondents and collect the data and then analyzed it. The paper proposes a structural model for

analyzing empirically the impact of internet banking in BRAC Bank Head Office branch.

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5. Introduction

Internet banking would free both bankers and customers of the need for proprietary Software to

carry on with their online banking transactions. Customer behavior is changing rapidly. Now the

financial service is characterized by individuality, independence of time and place and flexibility.

These facts represent huge Challenges for the financial service providers. So the Internet is now

considered to be a ‘Strategic weapon’ for them to satisfy the ever-changing customers’ demand

and Innovative business needs. Adequate legal framework and maximum security are the two

essential factors for Internet banking. The comprehensive security infrastructure includes layers of

security from the network to the browser, including sophisticated encryption that protects

customers’ from intrusion when they access the bank over the public network.

The advancement of information technology means conventional face-to-face services are being

replaced with innovative self-service technology (SST), as in Internet banking (Hensmans et al.,

2001; Waite, 2006), which sets the standards for future SSTs such as telephone banking and ATMs.

In the financial service industry, entry barriers have been removed as a result of deregulation and

growing information and communication technology, leading most financial institutions to

transform from the traditional approach of brick-and-mortar into click-and-mortar. This

transformation saves the institutions money as operating expenses of Internet banking are

estimated at only 25 to 30 percent of the cost of traditional retail banks (Chau and Lai, 2003;

Hensmans et al., 2001). The introduction of SST has revolutionized service delivery systems as it

enables customers to access a service through technological interfaces.

Although the adoption of SST has been studied, scarce research exists on customers’ continued

use of the technology (Eriksson and Nilsson, 2007). Customer retention is more important than

customer acquisition, and building customer value is the key to retaining customers (Weinstein,

2002). Most research has focused on purchase intention, which is customer acquisition oriented;

little research has examined customers’ intention of continued use, which is customer retention

oriented. Thus, the current study aims to investigate the reasons behind customers’ continued use

of Internet banking, examining the positive effects of SST in order to compensate for customers’

negative attitudes. Insights into such behaviors could help companies develop innovative SST to

attract customers, offering benefits such as ease of use, usefulness, costs saved, and self-control.

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The constructs were determined after expansive literature and several in-depth interviews with

industry and academic experts.

This paper first presents an extensive literature review, focusing on SST, CV, and CR, and then a

conceptual model and derived hypotheses. The methodology, data analysis, and results are

subsequently presented. Finally, a discussion of the results addresses managerial implications and

conclusions for further research.

Concept of Internet Banking Services

E-banking now becomes a virtual banking counter that the individual and corporate customer to

carry out the regular activities (Gio, 2005). The term electronic banking is used to describe the

provision of information or services by a bank to its customers, via a computer or television

(Daniel, 1999), where E-banking includes the systems that enable financial institution customers,

individuals or businesses, to access accounts, transact business, or obtain information on financial

products and services through a public or private network, including the Internet (Gio, 2005).

E-banking uses the web browser for the user interface and the Internet for data transfer and

download of software, and so has a potential for reducing maintenance costs. For users, e-banking

provides current information, 24-hours-a-day access to banking services – in addition to the

familiar browser interface (Hertzum, Jørgensen, Nørgaard, 2004). Customers access e-banking

services using an intelligent electronic device, such as a personal computer (PC), personal digital

assistant (PDA), automated teller machine ATM) (Gio, 2005). Dabholkar, Bobbitt and Lee (2003)

referred that technology based self-service options now include telephone banking, Internet

banking, smartcard banking, and home banking via television, in addition to the ATM.

E-banking services are typically classified based on the type of customer they support

(Gio, 2005).

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Banking distribution channels

Furthermore, electronic services contribute in reducing costs, increasing profits, activating bank’s

management, increasing bank’s effectiveness and its competitive degree. This reflects the direct

relation between increasing client’s needs to reduce time, costs and between electronic banking

services. (Siam, 2006). Jordanian commercial banks need more than any other time to activate,

develop, and innovate new techniques on international level to enhance the relationship between

themselves and their customers (Almazari and Siam, 2008). Since e-banking, is a high-risk area

with a potential for substantial economic loss, therefore electronic banking must be secure and

easy to use (Hertzum, Jorgensen, and Norgaard, 2007).

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6. Statement of the Problem

The researchers conducted a pilot study using in-depth interviews to examine factors underlying

customers' continued usage of internet banking. Based on the literature review and the findings of

the pilot study, the research framework was formulated. The framework include the following

variables: usefulness, ease of use, self-control, costs saved and security. The continued intention

to use the retail banking services is considered as a dependent variable in its relation to the above

mentioned variables.

7. Purpose of the Study

The key purpose of this study is to find the factors that can impact to retaining customer in the

context of BRAC Bank. Thus identify the service need gap and set up proper strategy to improve

further to the extent that customers remain loyal.

The researchers will investigate the impact of internet banking on intention to continue using

Internet banking services. BRAC Bank is a well-established Bank over the last few years, due to

rise in customer complaints and customers preferring e banking services of other banks, it has

come to light that their Internet banking service quality is not one of the best compared to their

other top level services, that’s why BRAC Bank is threatened to lose their customer. This has

enticed them to conduct a survey to find alternative solution to improve service quality. I was

assigned to find the factors (that they need to look at or do further research) of Internet Banking

that helps to improve service Quality and retain customers.

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8. Literature Review

8.1 Ease of Use

Ease of use of a particular system means a good system in the minds of the customer, therefore

he/she feels good about the system thus influencing the customer’s behavioral intention to use it.

Gong and Zu (2004) defines perceived ease of use as the degree to which a prospective user expects

the target system to be free of effort. A system that is perceived to be ease to use will automatically

influence one’s behavior to use it (Succi and Walter, 1999).

Extensive research over the past decade provides evidence of the significant effect of perceived

ease of use on usage intention, either directly or indirectly through its effect on perceived

usefulness (Agarwal and Prasad, 1999; Davis et al., 1989; Hu et al., 1999; Jackson et al., 1997;

Venkatesh, 1999, 2000; Venkatesh and Davis, 1996, 2000; Venkatesh and Morris, 2000).

Moreover, Guriting and Ndubisi (2006) found that perceived ease of use had a significant positive

effect of behavioral intention to use online banking. In order to prevent the “under-used” useful

system problem, Internet banking systems need to be both easy to learn and easy to use. Internet

technologies that are easy to use are less threatening to the individual (Moon and Kim, 2001).

Likewise, bank customers are likely to adopt online banking when it is easy to use (Guriting and

Ndubisi, 2006). The study conducted by Ramayah et al., (2003) found that perceived ease of use

has proven to have significant impact on intention to use internet banking. The result corroborates

the findings by Ramayah et al. (2002), Adams et al. (1992) and Davis et al., (1989).

Considering predictors of ATM usage could serve a number of customers by helping them to

recognize how to promote that usage (Lederer, 2000). The TAM is based on Fishbein and Ajzen’s

theory of reasoned action posits that an individual’s attitude towards carrying out that behavior

and an evaluation of the value of each of those outcomes influences behavioral intention to use the

system.

Ease of use can be defined in the current context as a factor in which the self-service activity

provides a clear interface and simple process to ensure customers can use it effectively. Davis et

al. (1989) defined ease of use as users’ ability to handle a particular technology free of effort on

their part. Several factors impact ease of use. Users with greater self-efficacy are likely to indicate

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more ease of use in SST (Lee and Allaway, 2002). Moreover, the complexity of SST can hinder

the customers’ clarity and ability in completing the task, making the SST difficult to understand

and decreasing customers’ motivation to use it (Meuter et al., 2005). Dabholkar (1996) concluded

that ease of use is essential to consumers’ acceptance of the SST.

8.2 Usefulness

Usefulness is the degree to which an individual believes that using a particular system would

enhance his or her job performance (Al-Gahtani, 2001; Davis, 1993; Mathwick et al., 2001).

Another study by Tan and Teo (2000) indicates that Perceived Usefulness is an important factor

in determining the adaptation of innovations. As observed by Bhattacherjee (2002), a person’s

willingness to transact with a particular system is already considered as Perceived Usefulness. It

shows that user behavior is determined by perceptions of usefulness and the ease of use of the

technology (Adams et al., 1992). According to Gong and Xu (2004) he defines perceived

usefulness as the user’s “subjective probability that using a specific application system will

increase his or her expectations. Awamieh R. & Fernandes, C (2006) added that perceived

usefulness is the degree to which a potential customer views ATM banking as offering advantages

over previous ways of performing the banking transactions.

Usefulness, the central construct of TAM, means the self-service activity can improve the way a

task is carried out or be helpful with completing the user’s tasks (Davis et al., 1989). SST

usefulness impacts customers’ behaviors. For example, CV increases when SST is able to fit into

people’s lives and work (Meuter et al., 2005). When SST can meet customers’ needs, they are able

to enjoy the benefits. Moreover, role clarity is ensured by customers’ recognition of SST

usefulness (Meuter et al., 2005); Lu et al. (2003) found that customers are more willing to adopt

SST when they recognize the pragmatic value of the Internet via mobile devices based on long-

term usefulness. Pikkarainen et al. (2004) concluded that usefulness is the main factor influencing

Internet banking acceptance. Thus, if consumers agree with the usefulness of SST, they are more

willing to try the SST.

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8.3 Costs Saved

According to (Rothwell and Gardiner 1984), “Price is one of the single most important factors that

influenced the consumer adoption of innovation. If consumers are to use new technologies, the

technologies must be reasonably priced relative to the alternatives. Otherwise, the acceptance of

the new technology may not be viable from the consumers’ standpoint”. Therefore, we have

included Cost Saved, abbreviated as Cost Saved, as a variable of interest for this project.

Costs saved relates to the amount of time and money saved when using an innovative self-service.

The perceived price is the “give” component of a product as price paid and negatively influences

CV; however, costs saved is the “get” component of a product as saving on monetary or non-

monetary units and is expected to have a positive impact on CV (Chang and Wildt, 1994). Costs

in terms of money and time are negative factors when customers assess the value of the service

(Tam, 2004). Therefore, companies aim to increase CV through competitive price.

Automated e-banking services offer a perfect opportunity for minimizing costs (Lustsik, 2004).

Costs saved relates to the amount of time and money saved when using an innovative self-service.

Costs in terms of money and time are negative factors when customers assess the value of the

service (Ho and Ko, 2008).

8.4 Self Control

Gailliot et al. (2007) defined self-control as the ability to control or override one’s thoughts,

emotions, urges, and behavior. It provides the flexibility necessary for successful goal attainment.

Self-control enables the service activity to be performed without depending on servers or releasing

personal information. An individual with self-control has the power of predictability,

controllability, and outcome desirability (Lee and Allaway, 2002). Equipped with strong self-

control, consumers will be more willing to shop on the Internet because they have more confidence

in their ability (Bobbitt and Dabholkar, 2001). Lee and Allaway (2002) indicated that self-control

has strong relation with the perceived value of SST; CV increases when SST empowers customers

with the ability to be independent and free from the harassment of service people. Dabholkar

(1996) concurs that self-control is important to customers’ acceptance of SST.

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Gailliot, Baumeister, and DeWall, (2007) defined self-control as the ability to control or override

one’s thoughts, emotions, urges, and behavior. It provides the flexibility necessary for successful

goal attainment. Self-control enables the service activity to be performed without depending on

servers or releasing personal information. An individual with self-control has the power of

predictability, controllability, and outcome desirability (Ho and Ko, 2008).

8.5 Security

Security is one of the very important factors in determining the decision of consumers to use

Internet banking. The Walls report (1997) also reported that unless security is improved, more

households would be willing to conduct their transactions over the Internet.

According to Polatoglu and Ekin, (2001), security comprises of three dimensions: reliability,

safety, and privacy. Consumers’ concerns about security, which arise from the use of an open

public network, have been emphasized as being the most important factor inhibiting the adoption

and use of internet banking (Sathye, 1999; Daniel, 1999; Hamlet and Strube, 2000; Tan and Teo,

2000; Cox and Dale, 2001, Polatoglu and Ekin, 2001, Black et al., 2002, Giglio, 2002; Howcroft

et al., 2002 Howcroft et al., 2002).

In USA, Thorton Consulting (1996) which conducted a survey focusing on banks concluded that

67 percent of US banks feel that “security concerns” is the major barriers for Internet banking. The

same results obtained from the study of Booz et al. (1997), reveals that security concern among

customers was the top-ranking obstacle for non-adoption of Internet banking in Latin America.

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Relationship between ease of use and intention to continued use of internet

banking

Ease of use has an inverse relationship with the perceived complexity of use of the technology, it

affects perceived usefulness. Morris and Dillon (1997) found that TAM contributes to the

prediction of individual usage of software in World Wide Web environment. In a similar study,

Suh and Han (2002) addressed “trust” to investigate the acceptance of internet banking, and

revealed that “trust”, together with PU and PEU, is an important predictor of the attitude toward

the internet banking system. Ease of use correlated positively with use of the internet for business

activity. A more recent investigation suggested that the students' course web site use tended to be

greater when the site was viewed as being useful and easy to use (Selim,2003). Ease of use is

another major determinant of attitude toward use in the TAM model. This internal belief ties to an

individual’s assessment of the mental effort involved in using a system (Davis, 1989). Perceived

usefulness and perceived ease of use are distinct but related constructs. Improvements in perceived

ease of use may contribute to improved performance. Since improved performance defines

perceived usefulness that is equivalent to near-term usefulness, perceived ease of use would have

a direct, positive effect on perceived near-term usefulness. Davis (1989) once proposed to test the

generality of the observed usefulness and ease of use tradeoff and to assess the impact of external

interventions on these internal behavioral determinants. The empirical research findings are,

however, mixed (Davis et al., 1989; Davis, 1993; Chau, 1996; Venkatesh, 1999). Ease of use

correlated positively with use of the internet for business activity. A more recent investigation

suggested that the students' course web site use tended to be greater when the site was viewed as

being useful and easy to use (Selim, 2003). On the other hand, quite a few empirical studies

confirmed the effect of ease of use on attitude toward use (Al-Gahtani and King, 1999; Lu and

Gustafsen, 1994; Moore and Benbasat, 1991; Venkatesh and Davis, 1996). Venkatesh (2000)

believes that for any emerging IT/IS, perceived ease of use is an important determinant of users’

intention of acceptance and usage behavior. Even though Chau (1996) excluded the original

construct of perceived ease of use in his modified TAM model, he also admitted that in the

exploratory state of technology use, ease of use plays an important role. This point was also

supported by a recent survey done in Europe. A mail survey by Embedded Solutions among 800

professionals in England in 1999 found ease of use among the top five factors in order of

significance for determining use of wireless handheld devices (Clarke, 2000).

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Relationship between usefulness and intention to continued use of Internet

Banking

Previous research has found that usefulness has a strong and consistent relationship with computer

usage. For example, Davis (1989) found that usefulness was significantly correlated with both self-

reported current usage and self-predicted future usage. Similarly, Igbaria et al. (1995) found that

usefulness has strong direct effects on system usage dimensions. Igbaria et al. (1994) and Adams

et al. (1992) also confirmed that usefulness is positively related to system usage. A probable reason

is that individuals will use computers only if they perceive that such usage will help them to

achieve the desired task performance. Usefulness represents the first motivational factor

influencing microcomputer usage. The importance of perceived usefulness as an important

motivating factor derives from the TRA model, which proposes that perceived usefulness affects

microcomputer usage due to reinforcement values of outcomes. Adams et al. (1992) and Davis et

al. (1989) report that user acceptance of computer systems is driven to a large extent by perceived

usefulness. In addition, Davis (1989) found that perceived usefulness exhibited a stronger and

more consistent relationship with usage than did other variables reported in the literature including

various attitudes, satisfaction and perceptions measures. Other studies by Igbaria (1990),

Thompson et al. (1991) and Robey (1979) suggest that perceived usefulness is positively

associated with system usage. Perceived usefulness influences web usage indirectly through

attitude and directly through intent. TAM thus posits that perceived usefulness is influenced by

perceived ease of use. A system that is difficult to use is less likely to be perceived as useful; in

other words, between two systems offering identical functionality, a user will probably find the

one that is easier to use more useful. Davis (1993) noted that perceived ease of use might actually

be a prime causal antecedent of perceived usefulness. Nevertheless, perceived usefulness is not

hypothesized as having an impact on perceived ease of use. Davis (1993) states that making a

system easier to use, all else held constant, and should make the system more useful. The converse

does not hold, however. Furthermore, Davis (1989) stated his original TAM model where he found

a stronger support of perceived ease of use construct with perceived usefulness rather than with

intention to use. Again, from a causal perspective, the regression results suggest that ease of use

may be an antecedent to usefulness, rather than a parallel, direct determinant of usage. These

relationships have been examined and supported by many prior studies ( Davis, 1989, 1993; Davis

et al., 1989; Venkatesh and Davis, 1996, 2000). However, as we commented above, there is a

Page | 21

significant body of theoretical and empirical evidence regarding the importance of the role of

intrinsic motives in web acceptance and use. Researchers have become increasingly aware of the

relevance of the non-extrinsic motives of use such as intrinsically enjoyable experiences (i.e. flow)

in understanding attitudes and behaviors. Next, we evaluate the role of flow affecting the web-

based behaviors as a highly subjective variable among individuals, and, in turn, explaining and

improving the users' experience of being in and returning to the web.

Relationship between cost-saved and intention to continued use of Internet

Banking

According to (Rothwell and Gardiner 1984), “Price is one of the single most important factors

that influenced the consumer adoption of innovation. If consumers are to use new technologies,

the technologies must be reasonably priced relative to the alternatives. Otherwise, the acceptance

of the new technology may not be viable from the consumers’ standpoint”. Therefore, we have

included Cost Saved, abbreviated as Cost Saved, as a variable of interest for this project. The

eighth factor relates to the pricing policies adopted by the retail bank, termed as Interest Policy.

The items that were factored are the competitiveness of the interest rates offered on various

deposits and the rates of interest charged on the loans. The ninth factor relates to the reasonability

of the charges collected by the bank when compared to other banks, and the number of categories

being present to charge the customers or impose penalties. Hence, it was labeled as BnkChrg, an

abbreviation for bank charges.

Relationship between Self-Control and intention to continued use of Internet

Banking

The quality of being dependable or reliable.(Lin&Chin 2007). Self-Control is defined as “the

ability to perform the promised service dependably and accurately” or “delivering on its promises”

(Zeithaml et al., 2006, p. 117) .Regarding to service quality dimension of Self-Control the internet

has big effect on it. Madu2002. Santos 2002 define Self-Control as the ability to perform the

promise service accurately and frequently updating the website.

Since most of the online customers are really concerned about the Self-Control of virtual service

providers. (Yant and fand 2004).( Gilly 2002) state Self-Control as the product that came was

represent accurately by the website, you get what you ordered from the site the product was

Page | 22

delivered in time promise by the bank. Based on the theoretical review in this study it is found that

Self-Control is one of the most highly frequently mention dimension in e service quality. (

Parasyraman 1985, Jhonston 1988). Self-Control is found as important in banking perspective

however it’s different from customer perspective. For internet Banking Self-Control is mostly

based on physical bank. It is important for the bank to conduct business both online and offline. It

is also suggest that technical function and accurate record provided by internet should be focused

on by banking service provider in on line services. Madu2002. Self-Control involves dependability

and uniformity in performance. It means the firm honors the commitments it makes. Specifically,

billing accuracy, proper record maintenance and delivering the service within acceptable time limit

describes the Self-Control of online services (Saha and Zhao, 2005).

Relationship between Security and intention to continued use of Internet

Banking

The importance of security and privacy to the acceptance of online banking has been noted in

many banking studies (Sathye, 1999; Hamlet and Strube, 2000; Tan and Teo, 2000; Polatoglu and

Ekin, 2001; Black et al., 2002; Giglio, 2002; Howcroft et al., 2002). To be more precise, privacy

and security were found to be significant obstacles to the adoption of online banking in Australia

(Sathye, 1999). Roboff and Charles (1998) found that people have a weak understanding of online

banking security risks although they are aware of the risks.

Furthermore, they found that consumers often trust that their bank is more concerned about privacy

issues and will protect them. Finally they argue that although consumers' confidence in their bank

is strong, their confidence in technology is weak (Howcroft et al., 2002). Users want to control

what kind of data is collected, the purpose, length of time it is recorded, and reasons why it is

processed (Kobsa, 2001; Kobsa, 2002). Gathering and recording user data without consumers'

awareness is a major concern (DePallo, 2000).

Trust, security, and privacy are multidimensional constructs and need further explanation. In this

article the concentration is only on the aspects consumers are most concerned with. Which are

interest in the level of confidence in the technology and willingness to adopt the online banking

service as provided.

Page | 23

9. Conceptual Framework

10. Hypothesis

Ha1: Ease of use will have a significant positive relationship with the intention to continue using

Internet banking services.

Ho1: Ease of use will have no relationship with the intention to continue using Internet banking

services.

Ha2: Usefulness will have a significant positive relationship with the intention to continue using


Ho2: Usefulness will have no relationship with the intention to continue using Internet banking

services.

Ha3: Costs Saved will have a significant positive relationship with the intention to continue using


Ho3: Costs Saved will have no relationship with the intention to continue using Internet banking

services.

Intention to Continued

using Internet Banking

Ease of Use

Usefulness

Costs Saved

Self-Control

Security

Page | 24

Ha4: Self-control will have a significant positive relationship with the intention to continue using


Ho4: Self-control will have no relationship with the intention to continue using Internet banking

services.

Ha5: Security will have a significant positive relationship with the intention to continue using


Ho5: Security will have no relationship with the intention to continue using Internet banking

services.

Research Questions

1. Does ease of use affect continue using Internet banking services in context of BRAC Bank?

2. Does usefulness affect continue using Internet banking services in context of BRAC

Bank?

3. Does Costs saved affect continue using Internet banking services in context of BRAC

Bank?

4. Does Self-control affect continue using Internet banking services in context of BRAC

Bank?

5. Does Security affect continue using Internet banking services in context of BRAC Bank?

11. Research Methodology

Both primary data and secondary data will be used in this report.

Primary data sources

Primary data will be gathered by Focus group meetings.

Direct observations are another important way to aid myself in learning more about the

topic.

Page | 25

Secondary data sources

Official Website of BRAC Bank.

Some brochures and related articles of BRAC Bank Ltd.

11.1 Research Design

The conceptual framework work shows that there is a direct relationship between the independent

variables and the dependent one. But it will be important to explore the type & intensity of this

relationship so that the earlier mentioned purpose of the study can be met. The study will enable

the bank to understand the internet banking factors which actually helps to improve the continue

using Internet banking services. Thus they can plan for their future plan of action or strategies and

try to provide good internet banking service to retain more customers. It’s a descriptive study.

11.2 Sampling Method

The population of the research is formed by all the customers of BRAC Bank head office branch.

The sampling frame for research will be the official list of customers in the Banks database in

Head office. So it is under non-probability sampling.

Sample procedural plays an important role in sampling and data collection. By sample procedure,

the sample unit, size and way they will be selected has been determined. The sample of the research

has been selected on a non-probability basis where each element (user) of the sample has been

randomly picked. The users were picked randomly from different place. In this sampling process

group some customer on the basis of age, gender and income.

11.3 Measurement

In this research we made questionnaires & we have 6 variables in our questions. We have total 21

questions. Five variables are independent (Ease of use, Usefulness, Costs Saved, Self-control and

Security). Under easy of use we have four questions, usefulness we have three questions, costs

Page | 26

saved we have three questions, self-control we have three questions and security have five

questions. There is only one dependent variable (Intention to continue use). Under Intention to

continue use have three questions.

In general, the measures used in this study were modified from previous research. The measures

used to gauge trust and compatibility were adapted from Slyke, et al. [2004], and comprised five

and seven items, respectively. The work of Wang, et al. [2003] was adapted to measure ease of

use (4 items) and intention to continue using Internet banking services (3 items). The respondents

were asked to rate on a 5-point Likert scale (1 = “Strongly Disagree” to 5 = “Strongly Agree”).

11.4 Data Collection

Questionnaires will be distributed among 40 clients of BRAC bank. The reasons accounted for this

choice are: There is an economy in data collection due to the focus provided by standardized

Questions. Only questions of interest to the researcher are asked, recorded, codified, and Analyzed.

Because they are standardized, they are relatively free from several types of errors. They are

relatively easy to administer.

11.5 Data Analysis

Descriptive analysis:

In our descriptive analysis there are three demographic profiles. Those are gender, age and income.

From the frequency table gender section in sample there are 21 male and 9 female in out of 30.

From age section there are 8 person which in age bracket of 26- 30, 22 person are 31 and above.

From income section there are 7 person which in income bracket of 10001- 20000, 17 person in

20001- 30000, 6 person in 30001 and above.

Cross tab analysis:

gender * age Cross tabulation : In Table 1, among the 30 people there are 6 male and 2 female

on the age bracket of 26-30, 15 male and 7 female of 31 and above.

Page | 27

gender * income Cross tabulation: In Table 2, among the 30 people there are 5 male and female

2 on the income bracket of 10001-20000, 10 male and 7 female of 20001-30000, 6 male of 30001

and above.

age * income Cross tabulation: In Table 3, among the 30 people there are 7 person who have age

bracket 26-30 and their income bracket 10001-20000, 1 person who have age bracket 26-30 and

their income bracket 20001-30000, 16 person who have age bracket 31 and above and income

bracket 20001-30000, 6 person who have age bracket 31 and above and their income bracket 30001

and above.

Reliability Analysis:

Reliability analysis measures the relation between the variable and the questions of the research.

It basically shows that, how much the questions are reliable in consideration with the variables.

Reliability analysis allows the researcher to determine the extent to which a scale produces

consistent results if the measurements are repeated. Reliability analysis is conducted when

researchers have 2 or more questions that will be summed to determine a specific variable

Cronbach's alpha is a measure of internal consistency, that is, how closely related a set of items

are as a group. A "high" value of alpha is often used (along with substantive arguments and

possibly other statistical measures) as evidence that the items measure an underlying (or latent)

construct. Cronbach's alpha is a statistic used to determine the internal consistency, so Cronbach's

alpha increases as the inter-correlations among the items included in the analysis increase. If the

questions on the survey or items being tested have very high inter-correlations, the questions are

considered to be measuring different dimensions of the same construct.

Results

In Appendix table-4 First in the Reliability analysis of Q1, Q2, Q3, Q4 with the variable “Ease

of use”- the Cronbach α is .743 which is desirable.

Page | 28

The Cronbach Alpha value should be between 0.5-0.6 which is sufficient; 0.7 and above is

desirable. The alpha coefficient for the four items is .743, suggesting that the items have sufficient.

In Appendix table-5 the Reliability analysis of Q5, Q6, Q7 with the variable “Usefulness”- the

Cronbach’s α is .557 which is sufficient.

In Appendix table-6 the Reliability analysis of Q8, Q9, Q10 with the variable “Costs Saved”-

the Cronbach’s α is .447 which is not sufficient.

In Appendix table-7 the Reliability analysis of Q11, Q12, Q13 with the variable “Self-control”-

the Cronbach’s α is .602 which is sufficient.

In Appendix table-8 the Reliability analysis of Q14, Q15, Q16, Q17, Q18 with the variable

“Security”- the Cronbach’s α is .458 suggesting that the items have relatively low internal

consistency.

In Appendix table-9 the Reliability analysis of Q19, Q20, Q21 with the variable “Intention to

continue use”- the Cronbach’s α is .758 which is desirable.

Hypothesis Testing

A statistical hypothesis test is a method of making decisions using data from a scientific study. In

statistics, a result is called statistically significant if it has been predicted as unlikely to have

occurred by chance alone, according to a pre-determined threshold probability, the significance

level. Hypothesis testing refers to the process of choosing between competing hypotheses about a

probability distribution, based on observed data from the distribution. It is a core topic in

mathematical statistics, and indeed is a fundamental part of the language of statistics.

Pearson’s correlation:

The most common measure of correlation in statistics is the Pearson Correlation.

Page | 29

If the Sig (2-Tailed) value is greater than .05

You can conclude that there is no statistically significant correlation between your two variables.

That means, increases or decreases in one variable do not significantly relate to increases or

decreases in your second variable.

If the Sig (2-Tailed) value is less than or equal to .05

You can conclude that there is a statistically significant correlation between your two variables.

That means, increases or decreases in one variable do significantly relate to increases or decreases

in your second variable.

Spearman’s correlation:

Spearman’s correlation coefficient is a statistical measure of the strength of a monotonic

relationship between paired data. Spearman Correlation is an effect size and so we can verbally

describe the strength of the correlation using the following guide for the absolute value

-.19 “very weak”

-.39 “weak”

-.59 “moderate”

-.79 “strong”

-1.0 “very strong”

We can thus express correlation coefficient test as:

Ho: p = 0

Ha: p≠ 0

Results:

In Appendix Table 10:

Ha1: Ease of use will have a significant positive relationship with the intention to continue using


Ho1: Ease of use will have no relationship with the intention to continue using Internet banking

services.

Page | 30

Spearman's rho

Correlation Coefficient p≠ 0

Ease of use and Intention to continue use = .271

Significance α< .000

Ease of use and Intention to continue use = .147

Ease of use and Intention to continue use is (100 – 14.7) = 85.3% positively related. So, Ha is

accepted.

Pearson Correlation

Under Pearson’s Correlation, the correlation coefficient is .311 and the p value is .03 which is

highly significant which indicates that the alternative hypothesis is true. So, there is a relationship

between Ease of use and Intention to continue use. Strength of relationship is high.

In Appendix Table 11:

Ha2: Usefulness will have a significant positive relationship with the intention to continue using


Ho2: Usefulness will have no relationship with the intention to continue using Internet banking

services.

Spearman's rho


Usefulness and Intention to continue use = .461


Usefulness and Intention to continue use = .010

Usefulness and Intention to continue use is (100 – 1) = 99% positively related. So, Ha is accepted

Pearson Correlation



between usefulness and Intention to continue use. Strength of relationship is high.

Page | 31

In Appendix Table 12

Ha3: Costs Saved will have a significant positive relationship with the intention to continue using


Ho3: Costs Saved will have no relationship with the intention to continue using Internet banking

services.

Spearman's rho


Costs Saved and Intention to continue use = -.081


Costs Saved and Intention to continue use = .672

Costs Saved and Intention to continue use is (100 – 67.2) = 32.8% positively related. So, Ha is not

accepted.

Pearson Correlation

Under Pearson’s Correlation, the correlation coefficient is -.105 and the p value is .581 which is

very low which indicates that the alternative hypothesis is not true. So, there is no relationship

between costs saved and Intention to continue use. Strength of relationship is very weak.


Ha4: Self-control will have a significant positive relationship with the intention to continue using


Ho4: Self-control will have no relationship with the intention to continue using Internet banking

services.

Spearman's rho


Self-control and Intention to continue use = .306


Self-control and Intention to continue use = .101

Self-control and Intention to continue use is (100 – 10.1) = 89.9% positively related. So, Ha is

accepted.

Page | 32

Pearson Correlation


not significant which indicates that the alternative hypothesis is weak. So, there is a weak

relationship between Self-control and Intention to continue use.


Ha5: Security will have a significant positive relationship with the intention to continue using


Ho5: Security will have no relationship with the intention to continue using Internet banking

services.

Spearman's rho


Security and Intention to continue use = .462


Security and Intention to continue use = .010

Security and Intention to continue use is (100 – 1) = 99% positively related. So, Ha is accepted.

Pearson Correlation



between Security and Intention to continue use. Strength of relationship is high.

Regression Analysis

Table-15 shows that R Square value =0.384 so dependent variable (Intention to Continue Use) can

be explained 38.4% by independent variable (Ease of use, Usefulness, Costs Saved, Self-Control and

Security).

Page | 33

13. Limitations of the study:

There will be number of limitation in this study. First the sample population is limited in term of

its size and composition. The sample will be drawn from the customers of BRAC Bank head office

only. Moreover all customers of BRAC Bank will not be included in the study. The simple random

sampling method will be selected rather than other sampling procedures.

Significance of the Study

As I did this research, a lot of learning occurs regarding asset management, learning that does not

happen during traditional coursework. Through this I have an idea about the creating asset object

ID input on IFS Application. Moreover I also have knowledge about the relationship between

financial institutes and business organizations.

14. Results & Discussion

In the past, most research has focused on the adoption of SST (Dabholkar, 1996; Lin and Hsieh,

2006; Meuter et al., 2005; Tam, 2004); however, the current study set out to investigate the

continued use of Internet banking. Even after customers try Internet banking services, they still

have anxiety and doubt about whether they want to continue using Internet banking. Eriksson and

Nilsson (2007) discovered that customers show lower satisfaction in Internet banking when

multichannel services are provided. Therefore, it is important to make customers aware of the

information and relative advantages of Internet banking.

Customers who are ready to use new technology to experience the advantages of Internet banking

have positive attitudes and are likely to continue using Internet banking. According to the results

of the current study, for banks with SST characteristics, determinant factors affecting customers’

continued use of Internet banking.

Page | 34

15. Conclusion

The objective of this study is to analyze the factors affecting bank customers’ decisions to adopt

Internet banking. An important finding of this study is that, among ‘early adopters’, usefulness

was a more important indicator of intentions to adopt internet banking. Security and prior internet

knowledge is also an important factor influencing customers adopting internet banking after

convenience. An understanding of the factors identified in this study allows bank managers to

direct efforts and resources in the most effective and efficient way to increase bank business in the

long run and encourage their bank customers’ to adopt Internet banking. Bank managers can make

use of such information to develop appropriate strategies to attract new customers to use Internet

banking services. In general, if the bank management has greater knowledge about the factors

affecting their customers’ adoption of Internet banking, then they have greater ability to develop

appropriate strategies and hence increase the Internet banking adoption rate. Among demographic

variables, further significant influences have been found for instruction and occupation.

16. Recommendation

Due to the results, the researcher suggests some of recommendation as:

1. BRAC bank need more than any other time to activate, develop, and innovate new

techniques to encourage their customers using e-banking services.

2. It is important for this bank offering services electronically to differentiate themselves from

competitors. They need to provide information for customers on various competing

services.

3. It is important to highlight for bank to focus on the value that the customer generates, rather

than the value that banks can offer to their customers.

4. It is important to make customers aware of the information and relative advantages of e-

banking services.

5. The bank must maintain long term relationships with their customers in order to obtain the

advantages of a customer base loyal to the Bank, it is necessary to develop strategies that

prevent loss of customers.

Page | 35

17. References

1. Tan, M., and Teo, T.S.H. (2000). Factors influencing the adoption of Internet banking. Journal of

the Association for information Systems, Vol. 1 No. 5, pp. 1-42.

2. Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical

investigation. International Journal of Bank Marketing, Vol. 17 No. 7, pp. 324-34.

3. Jungsun (Sunny) Kim, Natasa Christodoulidou, Yunjeong (Clara) Choo. 2013. Factors

influencing customer acceptance of kiosks at quick service restaurants. Journal of Hospitality and

Tourism Technology 4:1, 40-63.

4. Jonas Hedman, Gregory Gimpel. 2010. The adoption of hyped technologies: a qualitative study.

Information Technology and Management 11:4, 161-175.

5. Adams, D. A., Nelson, R. R., and Todd, P. A. "Perceived Usefulness, Perceived Ease of Use, and

Usage of Information Technology: A Replication," MIS Quarterly (16:2), June 1992, pp. 227-

247.

6. Al- Sukkar, A., and Hasan, H. "Toward a Model for The Acceptance of Internet Banking in

Developing Countries," Information Technology for Development (11:4), 2005, pp. 381- 398.

7. Kobsa, A. (2001), "Tailoring privacy to users' needs (invited keynote)", in Bauer, M.,

Gmytrasiewicz, P.J. and Vassileva, J. (Eds), Proceedings of the User Modeling 2001): 8th

International Conference, Springer Verlag, Berlin and Heidelberg, pp. 303-13.

8. www.mubs.ac.ug/docs/masters/acc_fin/Perceived%20usefulness,%20perceived%20ease%20of%

20use,%20behavioral%20%20%20intention%20to%20use%20and%20actual%20system%20usag

e.pdf

9. www.pakacademicsearch.com/pdf-files/eng/510/45-

54%20Vol%201,%20No%201%20(2011).pdf

10. www.aabri.com/LV2010Manuscripts/LV10038.pdf

11. www.core.kmi.open.ac.uk/download/pdf/11785399.pdf

12. www.ibimapublishing.com/journals/CIBIMA/volume9/v9n29.pdf

13. www.businessjournalz.org/articlepdf/BMR_2105.pdf

Page | 36

18. Appendixes

Table 1

Gender * Age Crosstabulation

Count

Age

Total 26-30 31 and above

Gender Male 6 15 21

Female 2 7 9

Total 8 22 30

Table 2

Gender * Income Crosstabulation

Count

Income

Total 10001-20000 20001-30000 30001 and above

Gender Male 5 10 6 21

Female 2 7 0 9

Total 7 17 6 30

Table 3

Age * Income Crosstabulation

Count

Income

Total 10001-20000 20001-30000 30001 and above

Age 26-30 7 1 0 8

31 and above 0 16 6 22

Total 7 17 6 30

Page | 37

Table 4

Reliability Statistics Ease of

Use

Cronbach's

Alpha N of Items

.743 3

Table 5

Reliability Statistics

Usefulness

Cronbach's

Alpha N of Items

.557 3

Table 6

Reliability Statistics Costs

Saved

Cronbach's

Alpha N of Items

.447 3

Table 7

Reliability Statistics Self-

Control

Cronbach's

Alpha N of Items

.602 3

Page | 38

Table 8

Reliability Statistics Security

Cronbach's

Alpha N of Items

.458 4

Table 9

Reliability Statistics Intention

to Continue Use

Cronbach's

Alpha N of Items

.758 3

Table 10

Pearson and Spearman Analysis:

Ease of Use and Intention to Continue use

Correlations

Ease of use

Intention to

Continue Use

Ease of use Pearson Correlation 1 .311

Sig. (2-tailed) .094

N 30 30

Intention to Continue Use Pearson Correlation .311 1


N 30 30

Page | 39

Correlations

Ease of use

Intention to

Continue Use

Spearman's rho Ease of use Correlation Coefficient 1.000 .271

Sig. (2-tailed) . .147

N 30 30

Intention to Continue Use Correlation Coefficient .271 1.000

Sig. (2-tailed) .147 .

N 30 30

Table 11


Usefulness and Intention to Continue Use

Correlations

Intention to

Continue Use Usefulness

Intention to Continue Use Pearson Correlation 1 .504**


N 30 30

Usefulness Pearson Correlation .504** 1


N 30 30

**. Correlation is significant at the 0.01 level (2-tailed).

Page | 40

Correlations

Intention to

Continue Use Usefulness

Spearman's rho Intention to Continue Use Correlation Coefficient 1.000 .461*


N 30 30

Usefulness Correlation Coefficient .461* 1.000


N 30 30

*. Correlation is significant at the 0.05 level (2-tailed).

Table 12


Costs Saved and Intention to Continue Use

Correlations

Intention to

Continue Use Costs Saved

Intention to Continue Use Pearson Correlation 1 -.105


N 30 30

Costs Saved Pearson Correlation -.105 1


N 30 30

Page | 41

Correlations

Intention to

Continue Use Costs Saved

Spearman's rho Intention to Continue Use Correlation Coefficient 1.000 -.081


N 30 30

Costs Saved Correlation Coefficient -.081 1.000


N 30 30

Table 13


Self-Control and Intention to Continue Use

Correlations

Intention to

Continue Use Self Control

Intention to Continue Use Pearson Correlation 1 .326


N 30 30

Self Control Pearson Correlation .326 1


N 30 30

Page | 42

Correlations

Intention to

Continue Use Self Control

Spearman's rho Intention to Continue Use Correlation Coefficient 1.000 .306


N 30 30

Self Control Correlation Coefficient .306 1.000


N 30 30

Table 14


Security and Intention to Continue Use

Correlations

Intention to

Continue Use Security

Intention to Continue Use Pearson Correlation 1 .517**


N 30 30

Security Pearson Correlation .517** 1


N 30 30

**. Correlation is significant at the 0.01 level (2-tailed).

Page | 43

Correlations

Intention to

Continue Use Security

Spearman's rho Intention to Continue Use Correlation Coefficient 1.000 .462*


N 30 30

Security Correlation Coefficient .462* 1.000


N 30 30

*. Correlation is significant at the 0.05 level (2-tailed).

Table 15

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .620a .384 .256 .41602

a. Predictors: (Constant), Security, Costs Saved, Ease of use, Self

Control, Usefulness

ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression 2.591 5 .518 2.994 .031a

Residual 4.154 24 .173

Total 6.744 29

a. Predictors: (Constant), Security, Costs Saved, Ease of use, Self Control, Usefulness

b. Dependent Variable: Intention to Continue Use

Page | 44

Coefficientsa

Model

Unstandardized Coefficients

Standardized

Coefficients

t Sig. B Std. Error Beta

1 (Constant) .637 1.423 .447 .659

Ease of use .085 .189 .088 .451 .656

Usefulness .278 .192 .301 1.450 .160

Costs Saved .005 .208 .004 .023 .982

Self Control .036 .151 .044 .238 .814

Security .448 .227 .370 1.975 .060

a. Dependent Variable: Intention to Continue Use

Page | 45

Survey Questionnaires:

This research is conducted for academic purposes only. So please don’t hesitate to answer. Your

information will be kept confidential.

1. Male Female

2. Age 3. Income

i) 15-20 i) 5000-10000

ii) 21-25 ii) 10001-20000

iii) 26-30 iii) 20001-35000

iv) 31-above iv) 35001-above

4. Occupation

Put tick (√) in the gap box.

Sl. Questions Strongly

Disagree

Disagree Neutral Agree Strongly

Agree

1.

Ease

of

use

I find that Internet banking is easy to use

2. It is easy to find financial services on Internet banking

3. It is easy for me to learn how to make use of Internet banking

4. It is easy for me to be skillful at using Internet banking

5.

Use

fuln

ess

I can deal with financial business more effectively

6. Through Internet banking, I am more effective at making a deal

7. Through Internet banking, I can more effectively manage my money

Page | 46

Sl.

Questions Strongly

Disagree

Disagree Neutral Agree Strongly

Agree

8. C

ost

Sav

ed Using Internet banking can save me on

transportation costs

9. Using Internet banking can save me time, waiting for service

10. Using Internet banking can save me time spent in traffic

11.

Self

-Co

ntr

ol Internet banking allows me to know all of

the financial services banks provide

12. I have more control over my account due to Internet banking

13. I believe that I can gain more useful information by using Internet banking

14

Secu

rity

Trust affects the demand for e-banking services

15. I don’t mind registering before supplying information

16. Banks’ Self-Control in correcting erroneous transactions

17. Trust the bank will compensate for losses due to security reasons

18. I am satisfied with the security system

19.

Inte

nti

on

to

Co

nti

nu

e u

se I will continue using Internet

banking

20. I intend to continue using Internet banking

21. I will regularly use Internet banking in the future

brac bank full(1130260)

Documents

adoption of internet

research proposal

research design

research methodology

shawkat zaman id

research questions hypothesis

table of contents page

data collection