Extending the technology acceptance model, we present a two-level analysis to empirically evaluate the acceptance of business information systems in customer-based retail banking. Utilizing survey data from a representative banking group in a representative international financial center, regression analysis first indicated that end-user satisfaction, usage and acceptance depend significantly on the system’s perceived usefulness, perceived ease of use and expected ability to meet customer information requirements. In turn, these perceptual-anticipatory considerations were found to be positively and significantly affected by technical-functional factors in the form of user-friendliness and system reliability. For the corporate strategist, our empirical results suggest enhancing perceived ease of use, perceived usefulness and ability to meet customer information needs in order of importance when introducing or up-grading information systems in retail banking and other service-based business activities
