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Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ.

Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used.

The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers.

This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data.

Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services.

This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

Is there an electronic banking (e‐banking) revolution in the USA? Millions of Americans are currently using a variety of e‐banking technologies and millions more are expected to come “online.” However, millions of others have not or will not. This paper explores factors that affect the of adoption or intention to adopt three e‐banking technologies and changes in these factors over time. Using a Federal Reserve Board commissioned data set, the paper finds that relative advantage, complexity/simplicity, compatibility, observability, risk tolerance, and product involvement are associated with adoption. Income, assets, education, gender and marital status, and age also affect adoption. Adoption changed over time, but the impacts of other factors on adoption have not changed. Implications for both the banking industry and public policy are discussed.

Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking – Jordan – and to explain the slow uptake.

A quantitative method employing a cross-sectional survey was used as an appropriate way of meeting the research objectives. The survey was distributed to bank customers in Amman, Jordan, collecting a total of 328 completed questionnaires. SPSS and AMOS software were used, and multiple regression and artificial neural networks were applied to determine the relative impact and importance of e-banking predictors.

The statistical techniques revealed that several major factors, including perceived ease of use, perceived usefulness, security and reasonable price, stand out as the barriers to intention to use e-banking services in Jordan.

This study theorizes a series of implications on intention to use e-banking. It draws the attention of Jordanian banks to the full functionality of their e-banking systems, emphasizing positive safety features, which could contribute to changing negative customer perceptions. It also contributes to eliciting the theory of customer value among banks by focusing on how they should properly enhance their use of shared value. Moreover, it will present to managers how e-banking predictors can send meaningful and timely information to customers.

This paper explores the relationships between consumer innovativeness, self‐efficacy on the internet, internet attitudes and online banking adoption, while controlling for personal characteristics.

The study integrates the technology acceptance model (TAM) and adoption of innovation framework to develop predictions of online banking acceptance. It distinguishes between innate consumer innovativeness, a generalized personality trait, and internet‐domain‐specific or actualized innovativeness in order to explore consumer characteristics' impact on adoption. Data are analyzed using logistic regression.

While results confirm the positive relationship between internet related innovativeness and online banking they also surprisingly show that general innovativeness is negatively related to online banking.

Results may or may not differ according to whether consumers are using online, telephone banking, electronic funds transfer (EFT) or direct bill payment. Our results may generalize to telephone banking and EFT as these products, like online banking, require an active consumer role in using the product. With direct bill payment, consumers need only set up the process initially and then monitor it on a semi‐regular basis.

Findings suggest that the type of consumer innovation matters in understanding the adoption of e‐banking processes. This supports the notion that online shoppers are distinct from traditional non‐online shoppers or highlight the unique nature of purchasing financial versus non‐financial products. Banks offering e‐banking need to recognize the importance of internet‐specific consumer innovation characteristics.

This paper closes a research gap as the model tested provides insights toward understanding the consumer‐based phenomenon of e‐banking, and serves to evaluate the TAM in this context. In contrast to previous research the study utilized an actual measure of e‐banking adoption versus a measure of intention to use the technology.

The purpose of the study is to confirm the fact that in informations security, the human factor was considered as a key carrier of the majority of attacks that an information system faces. Banking and other financial services are always top among the most attractive targets for cyber attackers. Blind phishing or spear phishing is still one of the major contributors to all malicious activities in the e-banking sector. All the counter mechanisms, therefore, revolve around the concept of how security-aware the customers are. To fool these mechanisms, attacks are becoming smarter and are searching for methods where the human involvement is diminishing to zero. Zero click attacks are one big leap that attackers are taking that removes the requirement of human involvement in initiating attacks and are moving toward an era of unassisted attacks. Even though the standard procedure and protocols are built into the banking system, they fail to detect this attack resulting in significant losses.

This paper follows a conceptual review of the upcoming concept in security and its implication in e-banking sector. The methodology adopted in this paper uses review papers, articles and white papers to conclude a theoretical model. A detailed analysis of unassisted attacks is considered from 2010 onwards till 2022.

This research deliberates on the methodologies of zero click attacks and gives a detailed analysis of attack vectors and their exploits. This research also identifies the likely attacks on e-banking that these vulnerabilities can trigger.

The key contribution is toward the early detection of zero click attacks, suggesting countermeasure, reducing the likelihood of these attacks and the financial impact.

This paper presents a meta-analysis of the electronic banking (e-banking) customer loyalty literature in the last 10 years. The study investigated the moderating role of national culture in the relationship between e-banking customer loyalty and its antecedents.

Using a meta-analysis of customer loyalty in 19 countries, the authors incorporated national culture scores based on Hofstede's cultural dimensions to explore how the relative importance of e-banking customer loyalty antecedents varies across cultures.

The study revealed that national culture moderates the relationship between e-banking customer loyalty and its seven antecedents for four cultural dimensions, yet there was no significant moderation for satisfaction.

This study reviewed the relationships in the literature on customer loyalty in e-banking contexts, extending and enriching the current knowledge. However, some specific limitations, such as the non-use of qualitative studies and the clipping of adverse concepts, exist in the secondary data and should be considered.

The results show that the seven antecedents affect e-banking customer loyalty to different degrees. Managers should incorporate cultural factors in e-banking customer management.

Only a few studies have assessed cultural differences in relation to e-banking customer loyalty. The authors address this need by offering deeper insights into how cultural dimensions moderate the relationships between e-banking customer loyalty and its antecedents through a meta-analytical review. The study findings offer managers a new perspective of leveraging the benefits of cultural differences, enhancing their decision-making in international business.

The purpose of this paper is to understand the connection among trust’s antecedents, dimensions and consequences in the context of e-banking.

A survey of 510 and 122 respondents in Taiwan and New Zealand (NZ), respectively, was conducted.

The empirical results indicate that, first, not all trusts’ precursors the authors considered have significant influence on generating consumers’ trust and, second, that influential weights of these precursors on building consumer trust vary across consumers and cultures. Meanwhile, all factors on the e-banking side hold greatly significant influence on consumers’ trust in both NZ and Taiwan cases.

Practical and academic implications culled from the empirical results are discussed, and these implications may also be applicable to other information and communication technology (ICT) solutions and innovation banking services.

Before banks shift their focus on to trust resources of consumer side, banks are advised to create clients’ trust from e-banking side, such as situational normality and structural assurance.

This paper takes a holistic view to investigate the links between trust’s dimensions, antecedents and consequences in a single research structure, and the implications may also be applicable to other ICT solutions and innovative banking services.

The purpose of this paper is to demonstrate how an e-bank’s structure (click-and-mortar bank vs internet-only bank) influences the consumer’s evaluation of website quality, and to identify the most significant website features that influence online trust and lead to consumer loyalty.

A non-probability convenience sample of 476 online bank users (248 click-and-mortar and 230 internet-only bank users) was used in this study. An online survey was conducted. Structural equation modeling and multi-group analysis were used to analyze the data.

Findings suggest that e-trust and e-loyalty levels depend on the e-banking structure. Click-and-mortar-based online users were found to have more trust and loyalty in their online banks than internet-only bank users. Findings demonstrate that website features are evaluated differently according to the e-bank structure. Information design and interactivity are very important for internet-only banks, and their effect on online trust seems to be higher. On the other hand, website personalization was evaluated as more important for click-and-mortar banks and had a stronger impact on online trust.

To promote the trustworthiness of their websites and retain customers, internet-only banks should make the experience more tangible for users by developing a pleasant online experience. Personalization is an important variable that can enhance the consumer’s engagement with the brand. Click-and-mortar banks should enhance their interactivity by providing a continuous and consistent experience across different channels of distribution whether online or in-person and provide more interactive tools on their websites.

This study contributes significantly to the marketing research literature related to consumer trust as well as to the electronic banking literature. It is the first study to compare customers of click-and-mortar banks with customers of internet-only banks when evaluating website features. It also explores the impact of the e-bank model on the relationship between website features and online trust and customer loyalty.

The purposes of this study are to develop an extended technology acceptance model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia compliance as external variables, in which TAM is used as the evaluation method for the use of e-banking and m-banking by customers of Islamic bank; and to study the role of customer intimacy in increasing satisfaction and encouraging loyalty of Islamic bank customers in using e-banking and m-banking.

Data collection is carried out by the self-administered survey method with Islamic bank customers as target population. Multivariate analysis of variance and multiple linear regression are applied for data analysis.

Customer intimacy not only encourages the emergence of customer loyalty directly, but also affects the factors that determine customer loyalty itself, such as perceived usefulness, perceived ease of use, perceived risk, trust, sharia compliance and satisfaction. In other words, customer intimacy has a direct and indirect influence on loyalty.

This paper offers an extended TAM constructs to study the role of customer intimacy in increasing loyalty by considering various variables, namely, perceived risk, trust, Sharia compliance and satisfaction. Similar research is still very limited in the banking marketing literature, especially in Islamic banks context.

This study aims to investigate how ego‐involvement and the design of online services may be associated with affective commitment, making the distinction between hedonic and utilitarian services.

This research uses partial least squares to estimate the parameters of the research model.

This research reaches four conclusions. First, that visual aesthetics and usability have a significant effect on the desire to continue using online services. Second, that ego‐involvement becomes an important quasi‐moderator when engaging in web‐based relationships. Third, that perceptions of aesthetics (and usability) more significantly influence highly‐involved users' commitment to hedonic (utilitarian) online services than their commitment to instrumental (hedonic) services. Fourth, the influences of aesthetics on usability reflect the benefits that web information systems (WIS) offer.

The model does not include all the relevant variables. Additional studies are required to validate these results.

This study serves to enhance the aesthetics‐usability‐commitment framework to assess the long‐term viability of online services, and to appraise its validity via utilitarian and hedonic services. Designers could customise the WIS by taking into account ego‐involvement and the site's intended purpose.

A review of the relationships between commitment, involvement and web atmosphere concerning hedonic and utilitarian online services reveals that there are still very few studies that analyse their quasi‐moderating effects. This research will help to fill this gap, by analysing the examples of electronic banking services and virtual travel communities to represent the utilitarian and hedonic benefits respectively.