Investigating the factors influencing e-banking service adoption during COVID-19 pandemic

Abstract

This study aims to investigate the factors that impact e-banking services adoption during the COVID-19 pandemic. Results verify that e-service quality, perceived usefulness of technology, positive E-WOM, perceived ease of use of e-banking service, concern about carbon footprint, and eco-friendly technology have a positive and significant relationship with attitude towards e-banking service. Attitude has also a positive and significant relationship with e-banking adoption during the pandemic. The results show that poor security of financial and personal information negatively moderates the relationship between attitude towards e-banking service and e-banking service adoption. It has further been demonstrated that attitude towards e-banking has mediated the relationship between the independent variables and e-banking adoption, guiding the managers of private commercial banks in countries where e-banking services are still in the primary stage on how they should reorganise their e-banking services to attract new customers for adopting e-banking services.