A Theoretical Model of Customer Acceptance and Use of Electronic Banking as a Distribution Channel for Banking Products and Services

Purpose:The main objective of this article is to present a theoretical model of bank customers' acceptance and use of electronic banking.Design/Methodology/Approach: The research methods include a retrospective traditional review of the extant literature on the topic and its comparative analysis, evaluation and synthesis.The study focuses on conceptual and empirical knowledge about e-banking consumers' attitudes and experiences.Findings: The scientific literature suggests multiple motivators and inhibitors for consumer acceptance and use of electronic banking.Amongst them, the usability and ease of use of ebanking seem to have the most significant positive impact on its acceptance and usage by bank customers.On the contrary, the high perceived risk of using a-banking negatively influences its adoption.Practical Implications: The article identifies the determinants that significantly influence the acceptance and use of electronic banking.Bank managers can use the research results in their e-banking strategies to retain and attract new customers.It also provides the foundation for empirical scientific research on e-banking customers.Originality/Value: The developed theoretical model of electronic banking acceptance and use contributes to banking theory and behavioural finance.It is a comprehensive approach recognising the most important determinants of acceptance and use of electronic banking.