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The purpose of this paper is to provide an insight into the determinants of the customers’ attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence.

A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey.

The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers’ attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers’ behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use.

Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study.

This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers.

This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.

The aim of this study is to find out the type of motivation that provokes an individual to trust and use the internet banking system in a low income country. In this paper, extrinsic motivation and intrinsic motivation are studied that may build trust in an individual to accept internet banking technology.

With the sample size of 109 respondents, structural equation modeling is used to find the measurement and the structural model for this research.

Extrinsic motivation did not fit within the measurement model and was therefore excluded. Finally, the research model showed that intrinsic motivation is responsible in building user's trust in the acceptance of internet banking.

This research is difficult to generalize because of the relatively small sample size. However, the sample has been taken from the biggest city of Pakistan, Karachi, which accommodates people from almost every region of the country suggesting that the results could be generalized to an extent. Future research can use this model to study the adoption of internet banking in other regions.

This research contributes to the banking industry including foreign banks that have laid the foundations and infrastructure for a robust internet banking environment but still have not reached the optimal user base due to lack of trust. Banks need to follow a strategy to work on intrinsic motivational factors such as perceived ease of use, and perceived enjoyment to induce trust in individuals to attract more internet banking users.

Despite the benefits, internet banking is not being used extensively in low income countries. The research fills the gap for the low income country by using the motivation theory and the technology acceptance model to increase the level of trust in individuals to adopt internet banking. This integrated model can also be applied to other developing countries which are relatively new to internet banking.

India is a rapidly developing economy with a rapidly expending internet infrastructure and among the largest Generation Z population. This generation is tech savvy and the access to technology and network creates a conducive environment for such usage. Internet banking for the same reasons is growing leaps and bounds. The introduction of artificial intelligence (AI) has created disruptions in the traditional banking also. This paper aims to analyze the comfort level and usage of AI-enabled banking services by Generation Z.

The data is collected from 272 Generation Z members. The differential aspects, that is, the relationship of independent variables with dependent variables (AI-enabled internet banking), were analyzed using the structural equation modeling approach.

Defining factors for AI-enabled internet banking were identified. The results of factors were consistent with previous studies. It was found that the usage of AI-enabled internet banking services is insignificant, indicating that Generation Z does not perceive any advantage in using AI-enabled internet banking services.

This paper does not incorporate age groups other than Generation Z. Further research could throw light on the difference based on age groups. Further research is required to deeply understand why Generation Z does not perceive AI-enabled internet services as very important.

It has been observed that internet banking is important for Generation Z, but they also place greater importance on interpersonal communication. Banks need to consider this in designing their internet banking services.

This paper addresses the gap between comfort with and usage of AI-enabled internet banking services, by Generation Z. This paper indicates that the comfort with AI-enabled internet banking services does not translate to usage.

The purpose of this paper is to investigate the Jordanian accountant’s behavioral intention of using the Internet Banking services to focus on the perceptions of the users in terms of usefulness and ease of use of Internet Banking, besides the privacy of using this dynamic technology for meeting their banking requirements.

The questionnaire on Internet Banking was specifically designed and used to survey a randomly selected sample of Jordanian accountants from the web site of the Jordan Association of Certified Public Accountants and 298 usable responses were obtained. The data were analyzed using SPSS and AMOS (structural equation modeling).

The results of this analysis support the extended Technology Acceptance Model (TAM) as well as confirm its robustness for predicting the behavioral intention of the adoption of Internet Banking by the Jordanian chartered accountants.

During a period when quick changes are taking place, new technologies are entering the market every day, resulting in a cross-sectional study which cannot be generalized perfectly.

The findings offered useful information for the bank management in order to formulate marketing strategies for Internet Banking.

This study has contributed to the literature available as it formulated and validated an extended TAM for predicting the adoption of Internet Banking.

Purpose – This research in this paper aims to investigate and extend the trust‐relationship commitment model to an internet banking setting by adding attraction as a new factor. Design/methodology/approach – The paper shows that in testing whether attraction might be related to belief in and use of the internet banking, this research sampled 276 bank customers' responses via a cross‐sectional survey in Doha, Qatar. Findings – The findings in the paper indicate that both trust and attraction have significant positive impact on relationship commitment with attraction having a strong positive effect, with communication representing the most important determinant of attraction and having a significant positive relationship with both trust and attraction. Practical implications – The paper shows that, from the managerial perspective, it is necessary for bankers and policy makers to know the relationship between trust and attraction because their influence on the actual commitment is different The findings of this study suggest that, in order to develop trust and to attract more users to internet banking, it is not going to be enough to make the system easy to interact with. It is of paramount importance for banks to develop secured and private internet banking systems that are trustworthy, for their users. Thus, management attention might be fruitfully focused on the development of such beliefs on the part of the users. Thus, the internet banking authorities should employ training and promotion approaches to develop customers' beliefs of shared value, communication, and opportunistic behavior, which in turn will influence or attract the customers' behavioural intention to utilize internet banking services. Similarly, banks may consider offering a low‐cost service by passing on some of their gains from reduced operating cost to customers. This may lead to better customer loyalty towards the service. Originality/value – The paper finds that attraction as an additional factor in a trust‐relationship commitment model has not been examined before. Thus, researchers should include attraction in online relationship banking models along with other relationship effects. Also, bankers and policy makers need to develop trust among the customers and to realize that more favorable communication environments must be created to attract customers and to make them more committed to using online banking transactions over the internet.

The main focus of the study was to validate the End User Computing Satisfaction (EUCS) model in the context of internet banking and to determine the major factors which contribute to level of satisfaction of internet banking users in India.

A survey questionnaire was administered on internet banking users and a total of 387 responses were collected. A factor analysis on the 12 items used in the EUCS model with oblique (non‐orthogonal) rotation and five fixed factors revealed the existence of the same latent constructs hypothesized in the original EUCS model. Confirmatory Factor Analysis (CFA) was then used to test and validate the four hypothesized models for model fit.

The current study confirms the evidence found in extant literature that EUCS is a second‐order construct. In this study the factor “Format” was found to have the highest loading and the factor “Content” had the lowest factor loading among all the five latent constructs in the EUCS model for internet banking. The factor “Accuracy” had the highest mean score and the factor “Content” had the lowest mean scores indicating that bank customers were satisfied with the accuracy of the information on the banks web site but were not comparatively satisfied by the information content on the web site.

This study was done based on a call by Pikkarainen et al. (2006) to validate the EUCS instrument for internet banking satisfaction in different countries to enhance the generalizability of the findings. This research is limited to samples from India and results of other countries need to be considered before a generalization of the findings can be made. This study will be useful to policy makers and banks to devise strategies for increasing the use of internet banking.

There is a myriad of literature on factors which lead to adoption of internet banking but extant literature on internet banking user satisfaction is limited particularly pertaining to banks operating in India. This study attempts to fill this gap in the literature.

The purpose of this paper develops a conceptual model of social influence for Internet banking adoption (IBA) using social networking platforms (SNPs). It identifies the antecedents of social influence that can positively and negative influence the IBA among a targeted population of conventional and Islamic banks. Moreover, this paper contributes various factors to social influence theory with the purpose of enhancing its implication in the context of Internet banking uptake in developed and developing countries.

This study uses a social constructivism approach to understand customer experiences, thoughts, knowledge, awareness and perceptions in relation to IBA. For this study, data were collected from 30 respondents using semi-structured interviews and purposive sampling.

Social influence comprises customer recommendations, suggestions, ratings, reviews, experiences and thoughts regarding the IBA of Islamic and conventional banks. The findings reveal that social reviews, social experts, social consensus, social responsibility and social perceptions are the key antecedents of social influence that can enhance IBA of SNPs. The research finds that positive social reviews, expert support, consensus, social responsibility and social perceptions are significant in relation to conventional Internet banking. The respondents revealed serious concerns about the privacy of their personal and financial information especially in relation to Islamic banks.

The effective and well-organized use of SNPs can foster service reviews, word of mouth, higher levels of service awareness, interactive communication, social consensus and social trust to drive the adoption of Internet banking. This study proposes the conceptual model which has positive business implications and provides the banks direction to use the SNPs to their advantage to influxes their customers to adopt the use of Internet banking.

Most previous studies have used technology acceptance model, theory of planned behavior and unified theory of acceptance and the use of technology theories in the adoption of technology and IBA. These theories have not fully illuminated the role of social content as a way to enhance or decrease the number of customers in conventional and Islamic banks. This study develops social influence theory by exploring several dimensions (i.e. social reviews, awareness, consensus, cooperation and experts support) in the context of IBA for users of SNPs. Social influence can create more reviews and can lead to more prepurchase information. It can drive customer inquiries and engagement and can inform purchase decisions for IBA. On the other hand, it can motivate existing customers of Islamic banks to use conventional banking services due to effective word of mouth.

The aim of this paper is to investigate the influence of online behavior of internet users on the adoption of internet banking in Iran.

The samples used in this empirical study include 560 persons who were among Iranian internet users and completed the interactive questionnaires. The statistical analysis which has been used in regard to the dichotomous decision of adopting internet banking services was logistic regression.

The results reveal that the use of the internet for work or teamwork, selling or buying, finance activities or banking operations, and reading news, has significant relevance to the internet banking adoption, but using the internet with the purpose of having fun and entertainment and seeking commercial information does not have a significant effect on internet banking acceptance. Also, it was found that using the internet for reading news and hedonic goals has a negative effect on accepting internet banking. Other purposes of using the internet which were examined in this study had a positive effect on internet banking adoption in Iran.

The findings of this research provide several ideas for the marketing of internet banking and for developing internet banking web sites. Useful insights are provided for internet banking adoption and costs reduction.

The analysis is based on a random sample of internet users in Iran which has rarely been discussed in previous literature. Also this is the first study to investigate the influence of internet users' behavior on internet banking adoption in Iran.

The purpose of this paper is to analyse how consumer innovativeness can be used as a variable to positively influence internet banking adoption both directly and reducing consumer perceived risk.

The impact of innovativeness and risk on internet banking adoption has been tested through structural equation modelling techniques. The sample consists of 511 Spanish internet banking services users accessed through an internet survey. Risk has been measured as a formative construct.

Results reveals consumer innovativeness as a key construct to improve e‐banking adoption both directly and by its effective role in reducing consumer risk perception of using internet channel in the financial services context.

Practical guidelines are provided to bank managers on how to use consumer innovativeness level as a segmentation variable to increase the use of internet banking among actual customers who are non users or light users of the electronic channel.

There is a lack of studies which connect consumer innovativeness and perceived risk in the electronic commerce context and specially on e‐banking research. Formative configuration of risk is quite an innovative approach to measure this construct.

Despite internet banking’s popularity, there is a rise in phishing attacks related to online banking transactions. Phishing attacks involved the process of sending out electronic mails impersonating the valid banking institutions to their customers and demanding confidential data such as credential and transaction authorisation code. The purpose of this paper is to propose a theoretical model of individual and technological factors influencing Malaysian internet banking users’ intention in responding to malicious uniform resource locator (URL) in phishing email content.

It applied the protective motivation theory, the theories of reasoned action and planned behaviour, the habit theory and the trust theory to examine the factors influencing internet banking users’ intention to click URLs in phishing emails. The study identifies individual and technological factors with ten hypotheses. A total of 368 Malaysian respondents voluntarily participated in an online survey conducted in the first week of March 2021. The partial least squares method provided in SmartPLS-3 was used to model the data.

The results revealed that individual factors, namely, internet banking experience, understanding the phishing meaning, response cost, trust and perceived ability were the significant influencing factors of internet banking users’ intention to click the link in phishing emails. This study also suggested that technological factors were not relevant in describing the behavioural intention of internet banking users in clicking the links in phishing emails.

The findings could contribute to Malaysian banking sectors and relevant government agencies in educating and increasing internet banking users’ awareness towards phishing emails.

The outcomes demonstrated the individual factors that influenced internet banking users’ intention in responding to phishing emails that are specific and relevant to Malaysia’s context.