THE ROLE OF EMOTIONS IN THE USE OF ONLINE BANKING SERVICES

Abstract

The purpose of this research is to examine the role of negative emotions (anxiety, anger) anxious) in the use of new technology, as well as the relationship that may exist between the emotional and cognitive aspects (e.g., ease of use). The theory of adaptive behavior is introduced into the research model in order to examine its role as mediator between emotions and the use of new technologies. Our study is conducted in the context of online banking services by personal users, who have the dual role of technology users and service consumers. The results of this study have important implications for how we view technology users and how they respond to technology both cognitively and emotionally.