Internet-based e-banking and consumer attitudes: An empirical study

Victor LIAO, Michael Tow Cheung*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

319 Citations (Scopus)


Consumer attitudes toward the usefulness of and willingness to use Internet e-retail banking were identified and measured. Our survey was undertaken in Singapore, because its geography and well-developed infrastructure implied similar and small physical- and tele-communication costs, thereby highlighting the differences between traditional and Internet-based retail banking upon the latter's introduction. The data showed that expectations of accuracy, security, network speed, user-friendliness, user involvement and convenience were the most important quality attributes underlying perceived usefulness. Regression discovered that willingness to use depended significantly on the first five factors, allowing the interdependencies or marginal rates of substitution between them to be estimated. Our results draw attention to demand-side changes in explaining the recent slowdown in Internet e-retail banking, and may also be useful for development planning and marketing.

Original languageEnglish
Pages (from-to)283-295
Number of pages13
JournalInformation and Management
Issue number4
Publication statusPublished - Jan 2002

Scopus Subject Areas

  • Management Information Systems
  • Information Systems
  • Information Systems and Management

User-Defined Keywords

  • Consumer expectations
  • Internet e-retail banking
  • Perceived usefulness
  • Product-service quality
  • Willingness to use


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