The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities

The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities

Although internet banking has been widely adopted in developed countries, there is still a low percentage of internet banking adoption in Yemen, indicating a probable high resistance to internet banking. Hence, the objective of this research was to determine the direct predictors (attitude, subjecti...

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Main Author: Alaswadi, Wail Abdulalem Mohammed
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5549-5549.5 Personnel Management
Employment
Online Access:https://etd.uum.edu.my/5719/3/s91151-a.pdf
https://etd.uum.edu.my/5719/4/s91151_02.pdf
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id my-uum-etd.5719
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Nik Mat, Nik Kamariah
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Alaswadi, Wail Abdulalem Mohammed
The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
description Although internet banking has been widely adopted in developed countries, there is still a low percentage of internet banking adoption in Yemen, indicating a probable high resistance to internet banking. Hence, the objective of this research was to determine the direct predictors (attitude, subjective norm, perceived behavior control (PBC), credibility, trust, compatibility, self-efficacy and government support) of customer resistance, attitude, subjective norm, PBC and credibility towards internet banking. Additionally, this study examined the mediating effects of attitude, subjective norm, PBC, and credibility on the relationship between predictors and customer resistance to internet-banking behavior using Decomposed Theory of Planned Behavior (DTPB). A quantitative research survey was used whereby 900 questionnaires were distributed randomly to University employees. 451questionnaires were returned, representing a 50% response rate. After screening, 372 useable data sets were analyzed using the Structural Equation Modeling (SEM). The study found five significant predictors of customer resistance (attitude, credibility, compatibility, selfefficacy, and government support); three significant factors predicting attitude (government support, subjective norm and PBC); two significant predictors of SN (government support and self-efficacy); two significant predictors of PBC (compatibility and self-efficacy); and three predictors of credibility (trust, government support and PBC). It was also found that attitude fully mediated the relationship between subjective norm and customer resistance as well as between PBC and customer resistance. Contrastingly, attitude was a partial mediator between the relationship of government support and customer resistance. Likewise, credibility is a full mediator on the relationship between trust and customer resistance; PBC and customer resistance. Credibility also partially mediated the relationship between government support and customer resistance. Finally, the study contributes empirically by validating DTBP as an effective underpinning theory in explaining the internet banking resistance and that government should enact more stringent laws and policies to control the internet banking in Yemen.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Alaswadi, Wail Abdulalem Mohammed
author_facet Alaswadi, Wail Abdulalem Mohammed
author_sort Alaswadi, Wail Abdulalem Mohammed
title The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
title_short The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
title_full The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
title_fullStr The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
title_full_unstemmed The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities
title_sort determinants of customer internet banking resistance and the role of mediating variables in yemeni universities
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/5719/3/s91151-a.pdf
https://etd.uum.edu.my/5719/4/s91151_02.pdf
_version_ 1747827970077097984
spelling my-uum-etd.57192021-03-18T03:41:17Z The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities 2015 Alaswadi, Wail Abdulalem Mohammed Nik Mat, Nik Kamariah Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment Although internet banking has been widely adopted in developed countries, there is still a low percentage of internet banking adoption in Yemen, indicating a probable high resistance to internet banking. Hence, the objective of this research was to determine the direct predictors (attitude, subjective norm, perceived behavior control (PBC), credibility, trust, compatibility, self-efficacy and government support) of customer resistance, attitude, subjective norm, PBC and credibility towards internet banking. Additionally, this study examined the mediating effects of attitude, subjective norm, PBC, and credibility on the relationship between predictors and customer resistance to internet-banking behavior using Decomposed Theory of Planned Behavior (DTPB). A quantitative research survey was used whereby 900 questionnaires were distributed randomly to University employees. 451questionnaires were returned, representing a 50% response rate. After screening, 372 useable data sets were analyzed using the Structural Equation Modeling (SEM). The study found five significant predictors of customer resistance (attitude, credibility, compatibility, selfefficacy, and government support); three significant factors predicting attitude (government support, subjective norm and PBC); two significant predictors of SN (government support and self-efficacy); two significant predictors of PBC (compatibility and self-efficacy); and three predictors of credibility (trust, government support and PBC). It was also found that attitude fully mediated the relationship between subjective norm and customer resistance as well as between PBC and customer resistance. Contrastingly, attitude was a partial mediator between the relationship of government support and customer resistance. Likewise, credibility is a full mediator on the relationship between trust and customer resistance; PBC and customer resistance. Credibility also partially mediated the relationship between government support and customer resistance. Finally, the study contributes empirically by validating DTBP as an effective underpinning theory in explaining the internet banking resistance and that government should enact more stringent laws and policies to control the internet banking in Yemen. 2015 Thesis https://etd.uum.edu.my/5719/ https://etd.uum.edu.my/5719/3/s91151-a.pdf text eng public https://etd.uum.edu.my/5719/4/s91151_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abbad, M., Abbad, R., & Saleh, M. 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