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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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3644

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.

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

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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.

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Information & Computer Security, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-4961

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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.

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

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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.

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.

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

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Article
Publication date: 23 April 2020

Muhammad Naeem

The purpose of this paper develops a conceptual model of social influence for Internet banking adoption (IBA) using social networking platforms (SNPs). It identifies the…

Abstract

Purpose

The purpose of this paper develops a conceptual model of social influence for Internet banking adoption (IBA) using social networking platforms (SNPs). It identifies the antecedents of social influence that can positively and negative influence the IBA among a targeted population of conventional and Islamic banks. Moreover, this paper contributes various factors to social influence theory with the purpose of enhancing its implication in the context of Internet banking uptake in developed and developing countries.

Design/methodology/approach

This study uses a social constructivism approach to understand customer experiences, thoughts, knowledge, awareness and perceptions in relation to IBA. For this study, data were collected from 30 respondents using semi-structured interviews and purposive sampling.

Findings

Social influence comprises customer recommendations, suggestions, ratings, reviews, experiences and thoughts regarding the IBA of Islamic and conventional banks. The findings reveal that social reviews, social experts, social consensus, social responsibility and social perceptions are the key antecedents of social influence that can enhance IBA of SNPs. The research finds that positive social reviews, expert support, consensus, social responsibility and social perceptions are significant in relation to conventional Internet banking. The respondents revealed serious concerns about the privacy of their personal and financial information especially in relation to Islamic banks.

Research limitations/implications

The effective and well-organized use of SNPs can foster service reviews, word of mouth, higher levels of service awareness, interactive communication, social consensus and social trust to drive the adoption of Internet banking. This study proposes the conceptual model which has positive business implications and provides the banks direction to use the SNPs to their advantage to influxes their customers to adopt the use of Internet banking.

Originality/value

Most previous studies have used technology acceptance model, theory of planned behavior and unified theory of acceptance and the use of technology theories in the adoption of technology and IBA. These theories have not fully illuminated the role of social content as a way to enhance or decrease the number of customers in conventional and Islamic banks. This study develops social influence theory by exploring several dimensions (i.e. social reviews, awareness, consensus, cooperation and experts support) in the context of IBA for users of SNPs. Social influence can create more reviews and can lead to more prepurchase information. It can drive customer inquiries and engagement and can inform purchase decisions for IBA. On the other hand, it can motivate existing customers of Islamic banks to use conventional banking services due to effective word of mouth.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 33 no. 1
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 21 October 2020

Kulondwa Safari, Aganze Bisimwa and Mugisho Buzera Armel

The purpose of this study is to investigate customers’ attitudes and intentions toward internet banking in an underdeveloped banking sector.

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1071

Abstract

Purpose

The purpose of this study is to investigate customers’ attitudes and intentions toward internet banking in an underdeveloped banking sector.

Design/methodology/approach

The study was carried out in the Democratic Republic of the Congo. A sample of 215 respondents comprised of 112 non-users and 103 users of internet banking was selected in the city of Bukavu following a convenience sampling method and structural equation modeling was applied to test the research hypotheses.

Findings

The results show that for users of internet banking their attitudes are determined by their perceived usefulness while for non-users they are determined by their perceived usefulness and internet trust. For users of internet banking, their intentions to continue using internet banking are determined by attitudes and perceived usefulness; while for internet banking non-users, their intention to use internet banking is determined by their attitudes, their perceived web security and perceived usefulness.

Originality/value

Few research on internet banking have been done in central and sub-Saharan Africa. The present study gives new insights to assist financial institutions and researchers in understanding intentions and attitudes toward internet banking in an underdeveloped financial sector.

Details

PSU Research Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2399-1747

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Article
Publication date: 1 July 2020

Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi and Abdul Samad Dahri

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect…

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2917

Abstract

Purpose

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.

Design/methodology/approach

In this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.

Findings

Results show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.

Practical implications

This research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.

Originality/value

This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

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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…

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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.

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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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1971

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

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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…

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

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