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1 – 10 of over 28000
Article
Publication date: 1 October 1998

Niels Peter Mols

Bank customers are divided into an Internet banking segment and a branch banking segment and it is argued the former is growing and the latter is declining. This…

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Abstract

Bank customers are divided into an Internet banking segment and a branch banking segment and it is argued the former is growing and the latter is declining. This development is predicted dramatically to change the distribution channel structure in the retail banking sector. Two important strategic distribution channel decisions face banks. The first is whether to target the branch banking segment or the Internet banking segment. The other regards the geographical area banks aim to serve. This can be the local/national area or several nations. Based on this, four pure distribution channel strategies and a dual strategy are identified and their advantages and disadvantages are discussed.

Details

Internet Research, vol. 8 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 29 August 2022

Shaheema Hameed and Abhinav Nigam

India is a rapidly developing economy with a rapidly expending internet infrastructure and among the largest Generation Z population. This generation is tech savvy and the…

Abstract

Purpose

India is a rapidly developing economy with a rapidly expending internet infrastructure and among the largest Generation Z population. This generation is tech savvy and the access to technology and network creates a conducive environment for such usage. Internet banking for the same reasons is growing leaps and bounds. The introduction of artificial intelligence (AI) has created disruptions in the traditional banking also. This paper aims to analyze the comfort level and usage of AI-enabled banking services by Generation Z.

Design/methodology/approach

The data is collected from 272 Generation Z members. The differential aspects, that is, the relationship of independent variables with dependent variables (AI-enabled internet banking), were analyzed using the structural equation modeling approach.

Findings

Defining factors for AI-enabled internet banking were identified. The results of factors were consistent with previous studies. It was found that the usage of AI-enabled internet banking services is insignificant, indicating that Generation Z does not perceive any advantage in using AI-enabled internet banking services.

Research limitations/implications

This paper does not incorporate age groups other than Generation Z. Further research could throw light on the difference based on age groups. Further research is required to deeply understand why Generation Z does not perceive AI-enabled internet services as very important.

Practical implications

It has been observed that internet banking is important for Generation Z, but they also place greater importance on interpersonal communication. Banks need to consider this in designing their internet banking services.

Originality/value

This paper addresses the gap between comfort with and usage of AI-enabled internet banking services, by Generation Z. This paper indicates that the comfort with AI-enabled internet banking services does not translate to usage.

Details

foresight, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-6689

Keywords

Book part
Publication date: 4 July 2019

Eser Yeşildağ

Internet banking has a very important place in the banking sector. The majority of banks located in Turkey offer many technological services. However, it is also seen that…

Abstract

Internet banking has a very important place in the banking sector. The majority of banks located in Turkey offer many technological services. However, it is also seen that the use of internet banking does not reach the desired levels. The purpose of this study is to determine the factors affecting the internet banking preferences of the bank customers and the relationships between the demographic characteristics of bank customers and internet banking usage in Usak city of Turkey. Data from the questionnaires were analyzed using factor analysis, t-test and ANOVA analysis. As a result, seven factors were found to be effective in the use of internet banking. These are (1) “effect of social circle”; (2) “benefits of internet banking”; (3) “the usefulness of internet banking”; (4) “speed and time savings”; (5) “ease of use and cost”; (6) “the ability to use the internet and the advantages of internet banking”; and (7) “the suitability to life and work style.” In addition, it was determined that there is a significant relationship between the demographic characteristics of bank customers and internet banking usage.

Details

Contemporary Issues in Behavioral Finance
Type: Book
ISBN: 978-1-78769-881-9

Keywords

Article
Publication date: 3 August 2021

Suganthi Manoharan, Norliza Katuk, Syahida Hassan and Rahayu Ahmad

Despite internet banking’s popularity, there is a rise in phishing attacks related to online banking transactions. Phishing attacks involved the process of sending out…

Abstract

Purpose

Despite internet banking’s popularity, there is a rise in phishing attacks related to online banking transactions. Phishing attacks involved the process of sending out electronic mails impersonating the valid banking institutions to their customers and demanding confidential data such as credential and transaction authorisation code. The purpose of this paper is to propose a theoretical model of individual and technological factors influencing Malaysian internet banking users’ intention in responding to malicious uniform resource locator (URL) in phishing email content.

Design/methodology/approach

It applied the protective motivation theory, the theories of reasoned action and planned behaviour, the habit theory and the trust theory to examine the factors influencing internet banking users’ intention to click URLs in phishing emails. The study identifies individual and technological factors with ten hypotheses. A total of 368 Malaysian respondents voluntarily participated in an online survey conducted in the first week of March 2021. The partial least squares method provided in SmartPLS-3 was used to model the data.

Findings

The results revealed that individual factors, namely, internet banking experience, understanding the phishing meaning, response cost, trust and perceived ability were the significant influencing factors of internet banking users’ intention to click the link in phishing emails. This study also suggested that technological factors were not relevant in describing the behavioural intention of internet banking users in clicking the links in phishing emails.

Social implications

The findings could contribute to Malaysian banking sectors and relevant government agencies in educating and increasing internet banking users’ awareness towards phishing emails.

Originality/value

The outcomes demonstrated the individual factors that influenced internet banking users’ intention in responding to phishing emails that are specific and relevant to Malaysia’s context.

Details

Information & Computer Security, vol. 30 no. 1
Type: Research Article
ISSN: 2056-4961

Keywords

Article
Publication date: 27 April 2012

Apostolos N. Giovanis, Spyridon Binioris and George Polychronopoulos

This paper presents an extended technology acceptance model (TAM) with concepts from the innovation diffusion theory (IDT) and customers’ perceived risk, aiming to examine…

5616

Abstract

Purpose

This paper presents an extended technology acceptance model (TAM) with concepts from the innovation diffusion theory (IDT) and customers’ perceived risk, aiming to examine the factors affecting Greek customers’ intentions to adopt internet banking services. Furthermore, several individual differences are examined, with respect to their impact on the formation of customers’ attitude about the pros and cons of the new technology.

Design/methodology/approach

Based on an empirical study including off‐line banking customers that are familiar with the internet, the authors validate a causal model linking the constructs of the proposed service's compatibility, perceived ease of use, perceived usefulness, perceived security and privacy risk, customers’ demographics and IT competences, with customers’ intentions to adopt internet banking services in the future. Partial least squares procedure was used to analyze 212 cases collected from residential customers via personal interviews using a properly designed questionnaire.

Findings

The results indicated that service compatibility is the key factor, which mostly shapes customers’ behavioural intentions toward internet banking adoption, followed by TAM constructs and perceived risk elements. Moreover, TAM and perceived security and privacy risk constructs partially mediate the relationships between compatibility and customers’ behavioural intentions, while perceived usefulness partially mediates the relationship between perceived ease of use and customers’ intentions. Finally, in terms of the impact of individual differences on customers’ beliefs about internet banking compatibility, value and risk elements, younger, mostly male customers, with adequate previous IT experience who find themselves to be compatible with the new service, are a more promising target group to use internet banking, as an alternative channel to perform their financial transactions in the future.

Originality/value

This study explores the influence of an extended TAM model factors on internet banking adaptation behaviour of Greek customers. The proposed model has never been used in the internet banking context and could be utilised to provide a solid theoretical foundation of the internet banking acceptance case.

Article
Publication date: 1 February 2021

Hassanudin Mohd Thas Thaker, Mohamed Asmy Mohd Thas Thaker, Ahmad Khaliq, Anwar Allah Pitchay and Hafezali Iqbal Hussain

This study aims to investigate the behavioural intention and adoption of internet banking (IB) among clients of local and foreign Islamic banks in Malaysia.

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Abstract

Purpose

This study aims to investigate the behavioural intention and adoption of internet banking (IB) among clients of local and foreign Islamic banks in Malaysia.

Design/methodology/approach

Survey questionnaires were distributed among the Islamic banks’ clients at two main states, namely, Kuala Lumpur and Selangor. The number of clients involved is 319 (n = 319). The data was analysed using the partial least square (PLS) and theoretically, the research framework in this study is guided by the unified theory of acceptance and use of technology 2 (UTAUT2).

Findings

The smart PLS analysis yielded three main outcomes, namely, the variables such as performance expectancy, effort expectancy, price value, facilitating conditions and habit have a positive influence over the behavioural intention and subsequently lead to the adoption of IB. The other two variables, namely, social influence and hedonic motivation were negatively-related and insignificant for behavioural intention. Third, this paper also noticed that facilitating conditions and habits have a direct relationship with the adoption of IB.

Practical implications

Based on the findings, Islamic banks can take necessary action to design a better policy to further accelerate the usage of IB among their client. By identifying those factors, this, perhaps, can allow Islamic banks to invest more ideas on those significant factors that influence their interest, and subsequently leads to good business to Islamic banks as the clients nowadays are looking for simplicity and convenience factors when using IB.

Originality/value

This research is expected to enhance existing literature on internet banking, especially in Islamic banking research on the technological edge. Limited research has been done in Malaysia, particularly on the intention and continuous adoption of IB in Islamic banks using the UTAUT2 framework. This would be breakthrough research in identifying factors that influence customers’ continuous adoption of IB.

Details

Journal of Islamic Marketing, vol. 13 no. 5
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 10 June 2014

Sujeet Kumar Sharma and Srikrishna Madhumohan Govindaluri

– The purpose of this paper is to understand the factors influencing adoption of internet banking in urban India.

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Abstract

Purpose

The purpose of this paper is to understand the factors influencing adoption of internet banking in urban India.

Design/methodology/approach

A model has been proposed based on the technology acceptance model (TAM). The proposed model is referred to as extended TAM and is better suited to identify and quantify the important factors that influence adoption of internet banking technology in India. Primary data relating to the variables affecting technology adoption and demographic profile are collected using a questionnaire survey. Data were collected from 344 individuals who are either current/prospective internet banking users. Structural equation modeling was used to identify the important factors affecting internet banking technology adoption.

Findings

The factors of perceived usefulness, perceived ease of use, social influence, awareness, quality of internet connection and computer self-efficacy are primary determinants of the attitude toward the use of internet banking in urban India. The attitude toward the use of internet banking can be used to predict the intention to use internet banking systems by users.

Practical implications

This research enables internet banking service providers in urban India to design new service offerings or modify current service offerings to achieve higher adoption rates in internet banking.

Originality/value

The paper investigates the adoption of internet technologies by banking users by proposing an extended TAM model that is more appropriate to capture the issues related to adoption in urban India. The paper is of value to researchers in the area of technology adoption and banking service providers in urban India.

Details

Journal of Indian Business Research, vol. 6 no. 2
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 5 August 2019

Samar Rahi and Mazuri Abd.Ghani

The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also…

1049

Abstract

Purpose

The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also improved their ability to retain customers. This study aims to examine internet banking user’s continuance intention by integrating two well-known theories DeLone and McLean information system success model (D&M) and self-determination theory (SDT).

Design/methodology/approach

The research model was tested using survey data from 398 customers of commercial banks. The respondents were internet banking users. Data were analyzed using structural equation modeling.

Findings

The results revealed that internet banking user continuance intention is jointly determined by information quality (INFQ), service quality, satisfaction, introjected regulation, external regulation, intrinsic regulation and identified regulation. The integrated model explained 75.4 per cent variation in customer’s continuance intention to use internet banking. The results suggested that intrinsic regulation and identified regulation were the most important human motivation factors that drive customer’s intention toward continue use of internet banking.

Practical implications

The findings imply that managers seeking user satisfaction should focus on INFQ and service quality to enhance user continuance intention. Policymakers should focus on intrinsic and identified regulation of internet banking users. Some of the ways banks can do this is to develop enjoyable internet banking website with kind of reward system, activities that have the charm of novelty, challenge or aesthetic significance will help to improve user’s intention to continue use of internet banking.

Originality/value

This study contributes to the literature by integrating D&M and SDT in continuance intention and different from several traditional studies that had investigated the initial acceptance of internet banking users.

Details

International Journal of Accounting & Information Management, vol. 27 no. 3
Type: Research Article
ISSN: 1834-7649

Keywords

Article
Publication date: 1 February 2003

Damien Hutchinson and Matthew Warren

As a continually growing financial service of electronic commerce, Internet banking requires the development and implementation of a sound security procedure. This…

14213

Abstract

As a continually growing financial service of electronic commerce, Internet banking requires the development and implementation of a sound security procedure. This involves designing effective methods via which users can be authenticated in a remote environment. Specifically for Internet banking there is a real need for a way uniquely to identify and authenticate users without the possibility of their authenticity being cloned. Some technologies in use have been presented for meeting the security requirements for national, regional and global Internet banking assurance. However, there has been little research conducted particularly on the creation of secure and trusted pathways. Concentrates on presenting a security framework for Internet banking based on discovering and defining these pathways in terms of adequate authentication mechanisms. Proposes a framework concerning how to identify security requirements for Internet banking such that the transactions being conducted are secured within their respective environments.

Details

Logistics Information Management, vol. 16 no. 1
Type: Research Article
ISSN: 0957-6053

Keywords

Article
Publication date: 1 December 2001

Minjoon Jun and Shaohan Cai

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a…

21469

Abstract

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 dimensions of Internet banking service quality, which can be classified into three broad categories – customer service quality, banking service product quality, and online systems quality. The derived dimensions include: for customer service quality, ten dimensions such as reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, and continuous improvement; for online systems quality, six dimensions such as content, accuracy, ease of use, timeliness, aesthetics, and security; and for banking service product quality, one dimension of product variety/diverse features. Also revealed that, in terms of frequency of references to the 17 dimensions, no substantial differences exist between Internet‐only banks and traditional banks offering Internet banking service. The most frequently mentioned dimensions, as the main sources of satisfaction or dissatisfaction, were reliability, responsiveness, access, and accuracy. Some suggestions and recommendations were provided to improve the Internet banking service quality and, in turn, customer satisfaction.

Details

International Journal of Bank Marketing, vol. 19 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

1 – 10 of over 28000