ANTECEDENTS OF E-BANKING USE: A TRUST-EXTENDED TECHNOLOGY ACCEPTANCE MODEL REPLICATION AMONG BANK CUSTOMERS IN LIVINGSTONE, ZAMBIA
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Abstract
Although E-banking has expanded rapidly in Zambia, evidence on what drives its use outside Lusaka and the Copperbelt remains limited, and it is not known whether earlier Zambian findings hold in other urban settings when the relationships are estimated simultaneously. This study addresses this gap by replicating and extending a trust-extended Technology Acceptance Model (TAM) that incorporates the attitude–intention–behaviour sequence shared with the Theory of Planned Behaviour (TPB). It examines how perceived usefulness, perceived ease of use and perceived trust (security and safety) shape attitude towards E-banking, and how attitude translates into intention to use and actual use. Survey data from 318 bank customers in Livingstone, Zambia, most of whom already used E-banking, were analysed using partial least squares structural equation modelling (PLS-SEM) in SmartPLS, supported by IBM SPSS. All five hypotheses were supported. Perceived usefulness had the strongest effect on attitude, followed by perceived trust and perceived ease of use, and together the three antecedents explained a large share of the variance in attitude. Attitude strongly predicted intention, which in turn strongly predicted actual use. Theoretically, the study shows that the model transfers to a new Zambian setting, that usefulness outweighs ease of use among largely experienced users, and that the model is best interpreted here as explaining continued rather than initial use. Practically, banks seeking to deepen E-banking use should emphasise demonstrable functional benefits and visible security assurances rather than ease of use alone.
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