Interrelationships Among Trust, Perceived Risk and Behavioral Intention for Technology Acceptance in E-banking, in Uganda, Particularly Centenary Bank

Abstract

The purpose of this research is to determine the interrelationships among trust, perceived risk and behavioral intention for technology acceptance in electronic banking in Uganda. Studies on electronic banking in developing countries have so far focused more on issues relating to adoption, use, deployment and diffusion. The most dominant among these areas is studies on adoption. However, the interrelationships among trust, perceived risk and behavioral intention for technology acceptance in developing economies not been scrutinized by extant researchers. To address these gaps in knowledge, this study investigated electronic banking consumers of Centenary bank using the Technology Acceptance Model (TAM) as the theoretical lens and the quantitative survey approach as the research methodology. The result of the study found positive support for the TAM variables, and trust on behavioral intention, trust on perceived risk. However, the relationship between risk, social influence and behavioral intention was not supported. The study also reported a non-moderating effect of social influence on the various constructs of the model adopted for the study. In view of this, the study recommends that banks should adequately invest in trial services for potential users, ensure, privacy, security and train staff about electronic benefits to alleviate customer needs. Finally, the study calls for future researchers to use the UTAUT model in studying the relationships. In addition, the study recommends that, Africa is a home of beliefs and norms and as a result, future studies should examine the effect cultures on behavioral intentions for technology acceptance in developing economies.