Exploring the influential antecedents of actual use of internet banking services in Indonesia

Abstract

With the emergence of electronic banking use, satisfaction and trust become crucial and prominent factors in determining online banking success, whereas consumers' reluctance in directing their decisions to adopt and use e-commerce has remarked the significant aspect of trust, security, and privacy in either traditional and online commerce systems. This study proposes an extended framework based on the DeLone and McLean's IS Success Model incorporated into the development of consumer's usage and behaviors towards Internet-based banking services in Indonesia. The results of this study show that security was the most important concern for user satisfaction, which in turn strongly affected Internet banking usage in Indonesia. Satisfaction influenced both consumer's trust and usage significantly. Interestingly, trust was found insignificant on Internet banking usage. The study will derive conclusions including subsequent discussions and implications.