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An investigation of the internet banking (IB) adoption, use, and success in Saudia Arabia (SA)

Al-Qahtani, Mohammed Eid


Mohammed Eid Al-Qahtani


Dimitrios Tsagdis

Jon Reast


This thesis attempts to empirically investigate the different factors that have relation with the adoption, use and success (Dependent variables) of Internet Banking (IB). It extended the previous marketing literature and TAM model by investigating different factors that might have relationship with the adoption and use of the IB. In addition to that, and since the success of IB has not been found in the reviewed literature, this study introduces the success variable following the DeLone and McLean (2003) IS success model. This thesis responds to several researchers’ calls by conducting an investigation in Saudi Arabia (SA), where it has special socio-economic motives and social values such as Islamic Banking (IsB).

The data of this study were collected through a survey (postal questionnaires), sample (n=1000), which has been conducted randomly using SA’s Residential Telephone Directory. A total of 228 usable questionnaires were returned (22.8% response rate). The data were analysed using descriptive statistics method, and a factor analysis was also used to classify the variables into a set of dimensions. Moreover, multiple regression analysis was performed to test the research hypotheses. As a result, the researches’ models of adoption, use and success have shown high, good and fair prediction powers (R²=62%, 39.4% and 30%, respectively), which are comaparable to other studies in the area.

The research findings suggest that awareness, resistance to change, satisfaction, perceived ease of use, self-efficiency, high cost, availability of IsB services online, and income (independent variables) were affecting the IB customers’ adoption, use and success in different degrees. The awareness and self-efficiency of the IB were found to significantly affect the adoption of IB, whereas self-efficiency and satisfaction “convenience” significantly affect the use of IB. However, frequency and wide range of the used IB services, satisfaction “time saving and customers’ needs fulfilment”, income and the availability of IsB services were found to also affect the success of the IB services. Surprisingly, the research findings indicate that security does not contribute significantly to the adoption, use, and success of IB services and that is due to some reasons which is recommended for future studies. It is also essential to highlight that IB customers’ satisfaction was found to be a very significant factor in motivating the new adopters to use the services frequently, which will lead to a successful competitive performance. This thesis concludes with implications for researchers, practitioners, and policy makers in addition to research limitations and recommendations for future studies.


Al-Qahtani, M. E. (2014). An investigation of the internet banking (IB) adoption, use, and success in Saudia Arabia (SA). (Thesis). University of Hull. Retrieved from

Thesis Type Thesis
Deposit Date Dec 8, 2014
Publicly Available Date Feb 23, 2023
Keywords Business
Public URL
Additional Information Business School, The University of Hull
Award Date May 1, 2014


Thesis (4.8 Mb)

Copyright Statement
© 2014 Al-Qahtani, Mohammed Eid. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright holder.

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