Assessing the Determinants of Internet Banking Motivations: A Social Cognitive Theory Perspective

Authors

https://doi.org/10.22105/tqfb.v2i4.77

Abstract

In today’s competitive environment, banks must prioritize customer feedback and complaints regarding banking services, recognizing that the customer’s voice should form the foundation of banking policies. This study employs Structural Equation Modeling (SEM) using Partial Least Squares (PLS) software to examine five determinants of internet banking motivations—website characteristics, trust, ease of use, lifestyle compatibility, and online services—through the lens of social cognitive theory. The findings indicate that the informational features of electronic banking websites play a crucial role in fostering customer satisfaction, which, in turn, significantly enhances loyalty. Based on these results, three practical implications emerge: 1) banks should identify the specific needs of their customers, 2) website design should enable access to timely, accurate, and reliable information at all times, and 3) banks should invest in technologies that provide customers with speed and precision in financial service delivery.

Keywords:

Internet banking, Technology acceptance, Online customer services, STC, Structural equation modeling

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Published

2025-12-15

Issue

Vol. 2 No. 4 (2025): Transactions on Quantitative Finance and Beyond

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How to Cite

Sahab Khodamoradi, M., Gholami, S., & Soheili, K. (2025). Assessing the Determinants of Internet Banking Motivations: A Social Cognitive Theory Perspective. Transactions on Quantitative Finance and Beyond, 2(4), 258-276. https://doi.org/10.22105/tqfb.v2i4.77
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