CONTINUANCE INTENTION TO USE E-BANKING IN POST-COVID ERA: ANALYSING THE ROLE OF USAGE INTENSITY AND TAM
Keywords:
Intensity Of Usage, Ease Of Use, Internet Banking, Mobile BankingAbstract
The banking sector had changed dramatically after the introduction of technology oriented products and services. Digital and mobile technology revolution have routed the complete transformation of performance of banks. Different types of technology oriented products and services are offered by our commercial banks over a period of time and they are characterised by different types of innovative features. The pandemic situation has evidenced with dramatic changes in the usage of such technology enabled banking products and services. With lockdown and social distancing measures government promoted the use of technology oriented banking products and services at most. Individuals and businesses turned highly adopted to digital banking solutions to meet their financial needs. This shift embraced the growth of online transactions, mobile banking apps, contactless payment methods etc. This study aims to find the continuance intention on E- banking with Technology Acceptance Model (TAM) by appropriating the Intensity of usage concept to the existing model, which was already used in the context of usage studies especially in social networking site usage. This paper aims to check whether the intensity of usage has any impact on continuance use intention of E-banking usage context. Survey method was adopted and customers who are using internet banking and mobile banking services in the state of Kerala were selected for the study. The tested model supported with 32 percent variance in explaining the continuance intention of E-banking context. Ease of use is found to have the strongest predictor to the usage intensity towards the continuance intention on E-banking services
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