Study of Online Banking Service Influencing Factors on Chengdu Commercial Bank Customer Usage Intention

Shuang Liu


With the rapid development of electronic information technology and its penetration in the financial field, online banking has become a convenient, fast, efficient, and low-cost advantage. This paper first reviewed the research on the factors affecting
the development of online banking by domestic and foreign scholars. It then analyzed the effect of online banking services in the
Sichuan area. Based on the academics’ influencing factors on online banking, such as trust, service quality, system quality, use
attitude, conversion cost, perceived ease of use, perceived usefulness in adopting the Technology Acceptance Model (TAM) and
Planned Behavior Theory (TPB) for the analysis of the relationship between the influencing factors and customer usage intention.


Online Banking Service; Commercial Bank; Customer Usage Intention

Full Text:



["[1] Namahoot, K. and Laohavichien, T. (2018). Assessing the intentions to use internet banking: The role of perceived risk and trust as mediating factors. International Journal of Bank Marketing. Vol 36 No 2, p.256-276.","[2] Shankar, A. and Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Marketing. Vol 37 Issue 5, p.1119-1142.","[3] Mutahar, A. et al. (2018). The Mediating of Perceived Usefulness and Perceived Ease of Use: The Case of Mobile Banking in Yemen. International Journal of Technology Diffusion. Vol 77, p.20.","[4] Gong, T. and Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing. Vol 35 Issue 6, p.427-442. ","[5] Ajzen, I. (1985). From Intentions to Actions: A Theory of Planned Behavior. Journal of Social Psychology. Vol 34, p.1-16.","[6] Davis, F. et al. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Journal of Management Science. Vol 35, p.77-89."]

DOI: http://dx.doi.org/10.18282/l-e.v10i6.2800


  • There are currently no refbacks.