Abstract
The research study investigates the extent to which the attitude of Generation Y banking
customers is influenced by their awareness of the ease of use and web-based privacy of the
Internet banking service. Furthermore, the influence of their attitude on behavioural intention
in the future is determined. A quantitative and descriptive research design was used and data
was collected from Generation Y banking customers in Gauteng, using a self-administered
questionnaire. Descriptive statistics were utilised to provide an explanation of the
demographics of the sample and multiple regression analysis was used to determine the
relationships between perceived ease of use, perceived web-based privacy, attitude and
behavioural intentions. The model tested confirms the hypothesised relationships between the
perceived ease of use, perceived web-based privacy, attitude and behavioural intention of
Generation Y banking customers. Attitude is linked to its two antecedents, perceived ease of
use and perceived web-based privacy, and to their outcome, behavioural intention. These
findings could assist the five major retail banks in South Africa to understand how perceived
ease of use, perceived web-based privacy and attitude ultimately lead to positive behavioural
intentions of Generation Y banking customers in terms of Internet banking adoption.