DIGITAL BANKING CHANNEL SUSTAINABILITY: IS IT EFFECTIVE TO USE?

Abstract

The digital banking channel benefits customers in conducting banking transactions. However, many customers still depend on transactions directly from banking branch offices. This study intends to examine the factors that can increase the adoption of digital banking. Six hundred seventy-five respondents participated in this survey of customers utilising digital banking channels to conduct their banking transactions. Respondents were invited to complete a questionnaire that was made available online. The answers were then compiled and analysed using SEM Lisrel. Based on the findings of the study, the level of self-efficacy of customers as well as the quality of information they receive significantly impacts their ability to comprehend the advantages of digital banking. The respondents’ adoption of digital banking is significantly influenced by another element known as perceived usefulness, which is the most important component. This research highlights the vital role of self-efficacy and information quality in supporting the development of the TAM model. According to the respondents, the reliability of information and operational support in dealing with problems received from digital banking providers are essential factors for a high level of usefulness.