Consumers’ post-adoption behaviour towards Internet banking: empirical evidence from Australia

ABSTRACT

This study sets out to investigate the factors that influence Australian consumers’ post-adoption behaviour towards Internet banking. By integrating the research streams of technology adoption, diffusion of innovations and continuance theory of information systems, technology factors, channel factors, social factors and value-for-money factors were hypothesised to exert an impact on consumers’ post-adoption behaviour towards Internet banking. Data were gathered from 372 Internet banking users through a cross-sectional mall intercept survey. The data were analysed using Partial Least Squares path modelling. The results show that technology factors, channel factors and value-for-money factors partially influence consumers’ post-adoption behaviour towards Internet banking. Social factors were found to be non-significant. The practical implications for retail bank managers in formulating effective service delivery channel management strategies were outlined. The practical, theoretical and methodological implications of the study were discussed, and limitations and avenues for future research were presented.

KEYWORDS:

• Internet banking
• post-adoption behaviour
• technology factors
• channel factors
• social factors
• value-for-money factors

Disclosure statement

No potential conflict of interest was reported by the authors.