CONSUMERS' INTENTIONS TOWARDS THE USE OF INTERNET BANKING IN SERBIA: INTEGRATION OF EXPANDED UTAUT AND QUALITY OF E-SERVICES
Semir Vehapi,
Zenaida Šabotić,
Ahmedin Lekpek
Abstract: The subject of this paper?s research is the intention of consumers in Serbia to use Internet banking services. The study aims to assess the impact of the factors included in UTAUT, UTAUT 2, and E-SQ on the intention of consumers in Serbia to use Internet banking services. The key constructs of the UTAUT and UTAUT 2 models were used in the research: performance expectancy, effort expectancy, social influence, and hedonic motivation, as well as the three dimensions of E-SQ: security and privacy, responsiveness, and costs. Correlation analysis showed a positive and statistically significant linear correlation among the used variables. Multivariate regression analysis showed that only performance expectancy and responsiveness were significant predictor variables.
Keywords: Internet banking services, Intention to use, UTAUT, E-SQ, Serbia
DOI: 10.24874/IJQR20.02-19
Recieved: Accepted: UDC:
Reads: 129 
