Internet Banking Service Perception in Mexico

Abstract

The perception, adoption, use and satisfaction regarding Internet banking in Mexico have been scarcely explored. This research contributes to the limited literature on Internet banking in Mexico. Its objective is to analyze the perception that a population of workers has about the online service provided by banks in Mexico. The information was collected from a sample of 197 workers who make use of Internet banking. A very acceptable Cronbach’s alpha index was obtained (α = 0.919), which gives evidence of good internal consistency and reliability. The results of an exploratory and confirmatory analysis with a structural equation model (SEM) show that ten out of the eleven attributes explain workers’ perception of Internet banking services. From the eleven attributes analyzed, only four of them are significant in the Mexican context. These attributes are: security, monthly account statement, speed in decision-making and accessibility. In terms of implications for banking practice, the results of this research provide deeper insights for bank managers and policy makers to understand Mexicans’ motivation and develop appropriate strategies to increase Internet banking use.