Menu
Online banking and E-payment usage have been improving customers’ life by providing ease of payments for online transactions. The acts of intention, attitude, perceived usefulness and ease of use have long been recognized in online banking. How- ever, very few studies have examined these concepts from the viewpoint COVID-19 pandemics. This present study has designed a conceptual model derived from TAM to examine the impact of COVID-19 on customers’ online banking and e-payments usage. A sample of 219 respondents was analyzed using PLS SEM. The findings suggested that intention to use online banking have a significant positive influence on online banking and e-payment usage. Similarly, attitude towards online banking have a significant positive impact on intention to use online banking and e- payment during COVID-19 pandemics. Perceived usefulness and perceived ease of use have a significant positive influence on attitude towards online banking and e-payment usage during COVID-19pandemics. Managerial implications of the study are discussed while limitations and suggestions for further research were highlighted Customers’ lives have been made easier by the use of internet banking and e-payments, which make digital payments more convenient. In internet banking, the effects of purpose, attitude, perceived utility, and convenience of use has long been acknowledged. Moreover, only a few researches have looked at such principles in the context of COVID-19 outbreaks. The aim of the research is to investigate the influence of COVID-19 on consumers’ internet banking as well as e-payments use using a conceptual framework drawn from TAM. According to the results, the willingness to utilize internet banking has a considerable favorable impact on digital banking and e-payment employment. Likewise, during COVID-19 outbreaks, attitudes about internet banking have a considerable favorable influence on willingness to utilize internet banking and e-payment. During COVID-19 outbreaks, reported utility and simplicity of use have a strong favorable impact on attitudes toward digital banking and e-payment usage.
• Rani, V., & Rani, A. (2018). Current Practices of e-Banking Technology: Study of Service Quality in Tricity (Chandigarh, Mohali & Panchkula), Journal of Commerce & Accounting Research, 7(2): 56-76.
• Hall, M.C., Prayag, G., Fieger, P. and Dyason, D. (2020). Beyond Panic Buying: Consumption Displace- ment and COVID-19, Journal of Service Management. Basias, N., & Themistocleous, M. (2013). SOA Adop- tion in e-Banking, Journal of Enterprise Information Management, 26(6): 719-739.
• Lee, H.H., Fiore, A.M. & Kim, J. (2006), The Role of the Technology Acceptance Model in Explaining Ef- fects of Image Interactivity Technology on Consumer Responses, International Journal of Retail and Distri- bution Management, Vol. 34 No. 8.
• Karjaluoto, H., Shaikh, A.A., Leppäniemi, M., & Lu- omala, R (2019). Examining Consumers’ Usage In- tention of Contactless Payment Systems, International Journal of Bank Marketing, 38 (2): 332–351.
• Mansoor, M., Awan, T.M. & Alobidyeen, B. (2020). Structure and Measurement of Customer Experience Management, International Journal of Business and Administrative Studies, 6(4): 171-182.
• Kumar, A. (2019). A Refreshed ‘Digital India’ Pro- gramme will Play Critical Role in the Pursuit of $5 Trillion Economy, available at: https://economictimes. indiatimes.com/small-biz/startups/newsbuzz/a-re- freshed-digital-india-programme-will-play-critical- role-in-the-pursuit-of-5-trillion-economy/article- show/70067053.cms?from=mdr (accessed 20 March 2020).
• Quach, T.N., Thaichon, P. & Jebarajakirthy, C. (2016). Internet Service Providers’ Service Quality and its Ef- fect on Customer Loyalty of Different Usage Patterns, Journal of Retailing and Consumer Services, Vol. 29, pp. 104-113.
• Karjaluoto, H., A.A. Shaikh, H. Saarijärvi, and S. Sa- raniemi. 2018. How perceptual value drives the use of mobile financial services apps? International Journal of Information Management 47: 252–261.
• Suariedewi, I.G.A.A.M. & Suprapti, N.W.S. (2020). Effect of Mobile Service Quality to e-Trust to Develop e-Satisfaction and e-Loyalty Mobile Banking Services, International Research J ournal of M anagement, IT and Social Sciences, 7(1):185-196.
• Gartner, L. (2019). Gartner Predicts Indian Banking and Securities IT Spending to Grow 9% in 2020, avail- able at: https://www.gartner.com/en/newsroom/press- releases/2019-06-18-gartner-predicts-indian-banking- and-securities-it-spe (accessed 21 March 2020).
Desh Bhagat University,
Off to NH-44, Amloh Road, Mandi Gobindgarh,
District Fatehgarh Sahib, Punjab- 147301, India