Providing a model of key factors affecting behavioral intentions of using e-banking services in Tejarat Bank

The present study aims to identify the factors affecting the behavior of customers’ use of e-banking services of Tejarat Bank in Tehran. A qualitative method and an in-depth interview have been applied to achieve the research goal. The information and data collected from the interviews have been analyzed using open coding and axial coding. Then, the initial indicators of the model of using e-banking services were identified. In the next step, e-banking experts and specialists were asked to comment on the indicators obtained from the interviews, using the Delphi technique. The final results demonstrated that trust in banks, perceived security, ease of use, perceived utility, the impact of society, and perceived risk are considered as indicators affecting users’ behavioral intentions and ultimately their use behavior.