The intention to use online banking : augmenting TAM with trust and its antecedents

الملخص EN

Purpose: The paper aims to investigate how online consumers develop their intention to use online banking by exploring the impact of perceived security (PS), perceived privacy (PP), and banks image (BI) on trust (T) in online banking and its impact on intention to use online banking taking into consideration the TAM model which investigates the effect of perceived usefulness and perceived ease of use on attitude and their effect on intention to use online banking.

Methodology: Derived from a review of previous literature, a survey was developed and data were collected randomly from working environment in the two countries,Cairo and Alexandria.

The maximum likelihood estimates was employed to test the hypotheses.

Findings: The results showed that perceived security, perceived privacy and banks image important for building customers' trust, also perceived ease of use and perceived usefulness are positively significant with attitude.

Perceived security and attitude are positively associated with the intention to use online banking.

Contrary to the technology acceptance model, perceived usefulness and ease of use were found to be not significant on intention to use.

Limitations: The sample was selected randomly over people from working and learning environments.

It didn’t include pension, house wives, and illiterate people, so future researchers have to take this sector into consideration.

Practical implications: Bank practitioners should focus on providing dispute resolution system, and instill confidence in customers, highlight security, privacy policy; to increase customers' trust and intention to use online banking systems.Online banks should also design their web sites to meet the customers’ needs by increasing performa-nce.

effectiveness in using online ban-ks, thus, increasing a bank’s image.

Th-ey also have to focus on increasing usefulness of online banking system and devise trust building strategies that wo-uld reduce consumers’ perceived risk and attract them to use online banking.

And to focus on designing userfrien-dly, useful, and ease to use systems wh-ich in turns will affect their attitudes towards using online banking.

Originality/value: The findings allow the factors that can influence the intention to use online banking in Egypt to be understood.

Unlike existing studies that focus on developed countries and based on Technology Acceptance Model (TAM), this study includes perceived security, privacy, banks' image and trust on top of the existing variables used in TAM.