Constructs

Items

Adapted from

Use of

e-banking

US1: I often use e-banking to manage my account.

US2: I often use e-banking to transfer and remit money.

US3: I often use e-banking to make payments.

( Zhou et al., 2010 )

Usage continuance

UC1: I intend to continue using this e-banking.

UC2: I will keep using this e-banking as regularly as I do now.

UC3: My intention is to continue using this e-banking than using any alternative means.

UC4: I intend to continue using e-banking rather than discontinue

( Adapa & Roy, 2017 ; Gupta et al., 2020 )

Customer satisfaction

CS1: My overall experience of the e-banking is satisfying.

CS2: My overall experience of the e-banking is pleasant.

CS3: My overall experience of the e-banking is delightful.

CS4: I am satisfied with e-banking effectiveness

( Tojib & Tsarenko, 2012 ; Cho & Lee, 2020 ; Gupta et al., 2020 )

Trust

TR1: I trust my bank to offer secure e-banking

TR2: I find e-banking secure in conducting transactions.

TR3: I find e-banking safe for receiving bank statements.

TR4: I trust my bank to maintain the privacy of my transactions

( Boateng et al., 2016 ; Adapa & Roy, 2017 )

Perceived personal information protection

PI1: I believe my information is kept confidential

PI2: I believe my privacy will not be divulged

PI3: I feel secured to supply my data over the e-banking app (website)

PI4: I believe that the bank will not expose my personal information to any third party.

( Devi Juwaheer et al., 2012 ; Martins et al., 2014 ; Gupta et al., 2020 )

Perceived transaction security

TS1: I believe my transactions are secured

TS2: I do not hesitate to use e-banking for fear of making mistakes I cannot correct

TS3: E-banking can be efficient and create fewer problems

TS4: I am not worried to use e-banking as I know my transactions will be secured and safe.

TS5: I do not entertain fear that the platform of e-banking will wrongly process my transactions.

( Mann & Sahni, 2013 ; Deb & Lomo-David, 2014 ; Salimon et al., 2017 )

Perceived time saving

PT1: Using e-banking is an effective way to manage my time

PT2: Using e-banking would be convenient for me

PT3: Using e-banking would allow me to save time

PT4: Using e-banking would make transactions less time consuming

( Kleijnen et al., 2007 )

Service quality

SQ1: The e-banking app is easy to navigate.

SQ2: The e-banking app is well structured.

SQ3: The e-banking app is easy to use.

SQ4: The e-banking app is beautifully designed.

SQ5: The e-banking technicians promptly respond to problems encountered with the e-banking

( Parasuraman et al., 1988 )

Perceived cost saving

PC1: I am happy with the price charges for performing e-banking

PC2: Performing e-banking transactions is the right decision when price and other expenses are considered

PC3: E-banking transactions are economical

PC4: Using e-banking is cheap

( Adapa & Roy, 2017 )