An Analysis of Behavioral Intention to use Thai Internet Banking with Quality Management and Trust

Abstract

This research explores the effects of quality management and trust towards behavioural intention of Thai consumers to use internet banking. It specifically investigates whether the quality management dimensions of information quality, system quality and service quality affect the level of trust of Thai consumers towards internet banking, and whether this trust correspondingly affect their intention to use the system. This study has been conducted in Thailand and focused on the users of internet banking system of various banks in the country. A total of 400 respondents were selected using simple random sampling. Multiple regression and correlations analysis were carried out to determine the effect between all of the independent variables and the dependent variable. The results showed that the system quality and service quality positively affect trust but information quality showed negative effect.