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 impact on the consumers’ post-adoption behaviour towards internet banking. Data were gathered from 372 internet banking users through a cross-sectional mall intercept survey. Data were analysed using Partial Least Squares (PLS) 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 nonsignificant. The practical implications for retail banking 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.
Adapa, S. & Roy, S. K. 2017. Consumers’ post-adoption behaviour towards Internet banking: Empirical evidence from Australia, Behaviour & Information Technology, DOI: 10.1080/0144929X.2017.1319498| First Published May 3, 2017
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