Effects of Technology Acceptance Model on Internet Banking Adoption, at Barclays Bank, Tsabong (Botswana)

Abstract

The purpose of this study was to reviews the effects of the technology acceptance model on

internet banking adoption at Barclays bank, Tsabong (Botswana). The primary objective of

the study was to investigate the factors which influence the customer‟s behavioral intention to

accept internet banking.

This research adopted a descriptive research design, following a survey design strategy. A

positivism research philosophy was adopted, where the data collection was done following a

quantitative research approach. The target population consisted of around 4000 Barclays bank

customers, banking at Tsabong, south east of Gaborone. Using the probability sampling

strategy, 120 sample units were randomly selected to act as a true representative of the target

population. 120 questionnaires were distributed but only 74 questionnaires were collected and

analysed using Statistical Package for the Social Sciences (SPSS) version 26.

The study applied the TAM on the adoption of internet banking services by Barclays Bank

customers at Tsabong branch. The study‟s findings showed that customers strongly felt that

their perceived usefulness, perceived ease of use and perceived risk of internet banking

influence their adoption of the technology. The research findings showed that perceived

usefulness and perceived ease of use have a positive impact on Barclays‟ bank customers‟

adoption of internet banking. They also showed that the customers‟ perceived risk negatively

impacted on their adoption of internet banking.

The study recommends that Barclays Bank should emphasize more on the usefulness and

ease of use of internet banking to influence its adoption. It also encourages the bank

management to enforce security measures to guarantee customer safety.