Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon: A structural equation modeling approach
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Purpose A number of studies have shown that internet banking (IB) implementation is not only determined by banks or government support, but also by perceptions and experience of IB users. IB studies have showed encouraging results from academics in developed countries. Yet little is known about the user adoption of IB in Lebanon. The purpose of this paper is to investigate the factors that may hinder or facilitate the acceptance and usage of IB in Lebanon. Design/methodology/approach A conceptual framework was developed through extending the unified theory of acceptance and use of technology (UTAUT) by incorporating two additional factors namely; perceived credibility (PC) and task-technology fit (TTF). A quantitative approach based on cross-sectional survey was used to collect data from 408 IB consumers. Data were analysed using structural equation modelling based on AMOS 20.0. Findings The results of the structural path revealed that performance expectancy (PE), social influence, PC and TTF to be significant predictors in influencing customers’ behavioural intention (BI) to use IB and explained 61 per cent of its variance, with PE was found the strongest antecedent of BI. Contrary to the UTAUT, the effect of effort expectancy on BI was insignificant. In addition, both BI and facilitating conditions were found to affect the actual usage behaviour and explained 64 per cent of its variance Practical implications This study would be helpful for bank managers and policy makers to explain the currently relatively low penetration rate of IB in formulating strategies to encourage the adoption and acceptance of IB by Lebanese customers, where IB is still considered an innovation. Originality/value This study is the first research that extend the UTAUT by incorporating two additional factors namely; PC and TTF to study the IB in the Lebanese context. This study contributes to the research on computer technology usage by looking at IB adoption and incorporation into the lives of customers via the BI to use and actual usage of IB in Lebanon.
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Other streams of studies reported no significant influence of facilitating conditions on the intention to use a technology.
“it is also documented that other streams of studies reported no significant influence of facilitating conditions on the intention to use a technology [47,48,66].”
From A Study of the Adoption and Implementation of Enterprise Resource Planning (ERP): Identification of Moderators and Mediator (2020) · cites this paper as [66]
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- Authors
- Tarhini, A., El-Masri, M., Ali, M., & Serrano, A.
- Affiliations
- Brunel University of London (GB)
- Qatar University (QA)
- Corresponding author
- Tarhini, Ali
- Venue
- Information Technology & People
- Publisher
- Emerald
- Published
- 2016-11-07
- Volume
- 29
- Issue
- 4
- Pages
- 830-849
- ISSN
- 0959-3845 (ISSN-L)
- OpenAlex
- W2560023328
- Cited by
- 400
- References
- 68
- Citations by year
- 2026: 13 · 2025: 30 · 2024: 40 · 2023: 66 · 2022: 55 · 2021: 70 · 2020: 40 · 2019: 33 · 2018: 28 · 2017: 23 · 2016: 1 · 2015: 1
- FWCI
- 53.64
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- Locations
- Information Technology and People (publishedVersion, cc-by)
- Open Access at Essex (University of Essex) (acceptedVersion)
- Brunel University Research Archive (BURA) (Brunel University London) (submittedVersion, cc-by)
- Qatar University QSpace (Qatar University) (submittedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
- Keywords
- internet banking, UTAUT, technology acceptance, perceived credibility, task-technology fit, performance expectancy, social influence, behavioral intention, actual use, banking adoption
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