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What determines Turkish customers' acceptance of internet banking?

Hakan Çelik (Faculty of Economics and Administrative Sciences, Department of Business Administration, Bilecik University, Bilecik, Turkey)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 25 July 2008




The purpose of this article is to provide an insight into the determinants of customers' internet banking (IB) acceptance. Therefore, it attempts to address a research need for extending the technology acceptance model (TAM) by adding contextual factors for IB case.


A research model reflecting the effects of perceived risk (PR), perceived playfulness (PPL) and perceived behavioral control (PBC) on TAM constructs is proposed. The partial least squares (PLS) procedure is used to analyze 161 cases collected from individual IB users through a web‐based survey.


The results indicate that perceived usefulness (PU) and perceived ease of use (PEOU) are immediate direct determinants of customers' attitudes towards using IB (ATT). PU, PR and ATT determine the large proportion of behavioral intentions to use IB (BI). Although PPL positively influences only PEOU, PBC exerts positive direct effects on PEOU and PU and indirect effects on PU and ATT.

Research limitations/implications

The study findings were obtained from the single snapshot research, the small data set covering only active e‐mail users and the participants' self‐reports about BI. Therefore, the future research should carry a longitudinal nature to show the temporal change effects, remedy the possibility of self‐selection bias with a broader research sample and validate the IB usage externally instead of self‐reported BI.


This study supplies the valuable information for researchers and practitioners about the effects of PR, PPL and PBC on IB adaptation behavior of Turkish customers. Furthermore, the study reveals that extended TAM could be used to provide a solid theoretical foundation of IB acceptance case.



Çelik, H. (2008), "What determines Turkish customers' acceptance of internet banking?", International Journal of Bank Marketing, Vol. 26 No. 5, pp. 353-370.



Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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