Using information-systems constructs to study online- and telephone-banking technologies

This paper considers three constructs, namely usefulness, ease of use and usage, that are all rooted in the IS literature, and studies user's perceptions of these constructs, as well as the relationships among them, for both online and telephone banking.

Abstract

The research literature has seen a number of studies aimed at understanding customer attitudes towards banking technologies, and thereby providing implications for developmental planning and marketing. However, even though banking technologies have a significant amount of information systems (IS) component to them, there is a paucity of research that considers them from the IS perspective. In this paper, we fill this gap by considering three constructs, namely usefulness, ease of use and usage, that are all rooted in the IS literature. We study user's perceptions of these constructs, as well as the relationships among them, for both online and telephone banking.