Investigating Customer Behavior towards Using Internet Banking: A Study of Afghanistan International Bank

Ahmad Shaker Ansari ., Dr. Adil Rasool .


Examining the effects of Design Features and Behavioral Intention on customer’s Behavior to using or adoption internet banking in Afghanistan International Bank is concerned. The aim of this research is to investigate the customer Behavior towards using internet banking services. The research is based on an empirical study using questionnaire as survey instrument to test the hypothesis. The influences of independent variables on depended variable are considered. A pilot study is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 200 Questionnaire are distributed among the Afghanistan International Bank customers for the present study, the procedure adopted for the present study is categorized as convenience sampling method, and collected data is analyzed using SPSS software. The outcome concluded that 2 variables of design features and the Behavioral Intention have significantly positive effect on the customers’ Behavior to adopt internet banking services. Results indicates that 72 percent of bank customers’ Behavior toward using or adopting the internet banking services in Afghanistan International Bank significantly depends on the Behavioral Intention. Extending to examine the Theory of Planned Behavior in the rest major provinces of Afghanistan, and with the other Afghan private and government banks are recommended for the future researchers.


Customer, behavior and internet banking.

Full Text:



Ajzen, I. (1991). The theory of planned behavior, Organizational Behavior and Human Decision Processes, 50(2), 179-211.

Al-Qeisi, K., & Hegazy, A. (2015). Consumer Online Behaviour: A perspective on Internet Banking, Procedia Economics and Finance 23 ( 2015 ) 386 – 390. 2nd Global Conference On Business, Economics, Management and Tourism, 30-31 October 2014,. Prague, Czech Republic: Procedia .

Ezeoha, A. (2005). Regulating Internet Banking In Nigeria: Problems and Challenges – Part 1, Journal of Internet Banking and Commerce, 11(1).

Fishbein, M. &. (1980). Understanding attitudes and predicting social behavior, Englewood Cliffs, NJ: Prentice.Hall.

Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research, MA:Addison-Wesley.

Gopalakrishnan, S., Wischnevsky, J., & Damanpour, F. (2003). A multilevel analysis of factors influencing the adoption of internet banking, IEEE Transactions on Engineering Management, 50, 413-426.

Haque, A., Ismail, A., & Daraz, A. (2009). Issues of e-banking transaction: An empirical investigation on Malaysian Customers perception, Journal of Applied Sciences, 9, 1870-1879.

Hurst, K. R. (2010). Technology Acceptance In A Mandatory Technology-Based Learning Environment, West Florida: The University of West Florida, Doctoral Thesis.

Jalal, A., Marzooq, J., & Nabi, N. (2011). Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking, Journal of Management and Sustainability, 1(1), 32-34.

Karjaluoto, H., Mattila, M., & Pento, T. (2002). Factors Underlying Attitude Formation Towards Online Banking in Finland, International Journal of Bank Marketing, 20(6), 261-272.

Konerding, U. (1999). Formal models for predicting behavioral intentions in dichotomous choice situations, Methods of Psychological Research, 4(2), 1-32.

Lee, J. (2000). Consumer adoption of technological innovations: A case of electronic banking technologie. Tennessee:, Tennessee: The University of Tennessee.

Lichtenstein, W. (2006). Understanding Consumer Adoption of Internet Banking: An Interpretive Study in the Australian Banking Context, Journal of Electronic Commerce Research, 7(2), 50.

Nunnally, J. (1978). Psychometric Methods, New York: McGraw-Hill.

Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer Acceptance of Online Banking: An Extension of the Technology Acceptance Model, www.emeralinsight.con/researchregister, 14(3), 224-235.

Singh, M. P., & Balwinder. (2007). Current State of Internet Banking in India and its Implication for the Indian Banking Industry, Eurasian Journal of Business and Economics, 2(4), 43-62.


  • There are currently no refbacks.

Editorial Office:

Educational Research Multimedia & Publications,
S.N. 21, Plot No 24, Mirza Ghalib Road Malegaon Nasik,
Maharashtra India - 423203.
+919764558895 (whatsapp),,

Copyrights © 2010-2020 - ERM Publications, India     

This work is licensed under