E-banking: current use and factors affecting its adoption in Portugal

• Autor(a) principal: Rodrigues, Beatriz Isabel de Almeida
• Data de Publicação: 2017
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/15706
• topic: E-banking adoption; Technology acceptance model; Information systems; Consumers' acceptance; Banco; Sistema de informação; Novas tecnologias; Comportamento do consumidor

The internet and Information Systems are a worldwide phenomenon that originated new solutions and business models, which can be used in innumerous activity sectors. In parallel several theories and models were developed to better understand consumers' reactions and new technologies adoption behavior, including frameworks like Theory of Planned Behavior and Technology Acceptance Model. Internet banking, mostly known as e-banking, is a general term to refer to the set of activities that can be perform electronically, without fiscally visit any bricks-and-mortar institution. E-banking is not a brand new topic starting in Portugal in 1994. Although, e-banking adoption in Portugal is by far lower than compared with the leading European countries. The present work aims to contribute to the investigation to which factors influence Portuguese customers' e-banking adoption. In order to accomplish this goal, a research model was built up, following current tested theories present in the literature. For that, was used a quantitative method associated to an online survey to collect customers' opinions. The results show that e-banking adoption in the sample is higher than the current estimations. Additionally, according to the analysis of the proposed model was possible to conclude that the lack trust and the lack of personal contact are the two main factors preventing consumers from using e-banking services.