Examining the determinants of internet banking continuity adoption behaviour post-COVID-19

Abstract While Internet banking (IB) adoption after COVID-19 has become widespread in Egypt, understanding the factors that drive customers to continue using these services remains a critical and underexplored area. This surge in IB utilization poses a high risk for banks in future if it is not accompanied by a high adaptability of the Egyptians to this transformation. Previous studies demonstrate the Egyptian cultural preference for traditional banking relationships and personal interactions. Trust issues, perceived risks around privacy and security, and a conservative attitude towards digital finance might strongly influence IB continuous adoption behaviours (Fawzy and Esawai in J Bus Retail Manag Res 12, 2017). Thus, this study seeks to deepen the understanding of the factors influencing the continuous use of Internet banking in Egypt. This paper focuses on the significant direct and indirect drivers for continuous IB service usage during and after COVID-19 in Egypt. A conceptual model grounded in the extended technology acceptance model (TAM2) is developed and studied using the survey-based structural equation model. Data were collected using an online questionnaire from 300 Egyptian bank customers who adopt financial transactional Internet banking. Structural equation modelling (SEM) is utilized for data analysis. The study findings reveal that perceived risk of COVID-19 (PRC), perceived usefulness (PU), subjective norms (SNs), and expectation confirmation (CONF) are significant direct and indirect drivers for explaining customers’ IB continuous intentions during and after COVID-19. Accordingly, this research contributes to the existing literature by highlighting the significant determinants of IB post-adoption behaviour. In addition, the paper provides useful practical implications for bank managers, website developers, and policymakers on how to develop effective strategies to enhance the usefulness of IB and boost the IB users’ expectation confirmation that would strengthen their attitudes and their continuous intentions ensuring banks’ IB revenue stream continuity.