Challenges and Factors Influencing the Adoption of Internet Banking in Qatar

Abstract

The evolution of the Internet and smartphones, people are able to use Internet banking (IB). In addition, banks are able to reduce their operational costs and attract more customers when utilizing IB. The Covid-19 Virus outbreak in encouraged clients to use IB to limit their physical interactions with others. This research utilized the extended Unified Theory for Acceptance and Use of Technology (UTAUT-II) to assess how bank customers adopt IB. 375 online surveys were collected to test eight hypotheses. Results indicated that Performance Expectancy, Social Influence, Security, and Habit were significant predictors of the behavioral intentions to use IB, while Effort Expectancy, Facilitating Conditions, Perceived Value, were insignificant. Age was used as a moderator to habit-behavioral intentions relationship, but data failed to support its role. The overall coefficient of determination was 0.86, which exceeded the original model. Further discussions and conclusions are reported at the end of the paper.