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Article
Publication date: 14 January 2021

Amit Shankar

The aim of this study is to evaluate the impact of convenience on banking consumers' webrooming intention. To fulfil this objective, this study empirically investigates…

Abstract

Purpose

The aim of this study is to evaluate the impact of convenience on banking consumers' webrooming intention. To fulfil this objective, this study empirically investigates how convenience impacts consumers' webrooming intention, using a comprehensive moderated–mediation framework. The study investigates the mediating effects of perceived hedonic values and perceived utilitarian values and how these mediating effects are moderated by consumers' perceived security concerns.

Design/methodology/approach

Data were collected using a questionnaire-based offline survey from 534 banking users in India, using systematic sampling. The covariance-based structural equation modelling and PROCESS macro were used to examine the hypotheses.

Findings

The results indicated that access convenience, search convenience, benefit convenience and post-benefit convenience have a crucial impact on consumers' webrooming intention. The perceived hedonic values and perceived utilitarian values mediate the effects of convenience dimensions on webrooming intention, and mediation effects varied between high and low levels of consumers' perceived security concern.

Research limitations/implications

This study was conducted in India using cross-sectional data. The proposed model can be replicated in other countries using longitudinal data for generalising the findings.

Practical implications

The study's findings will help banks identify how to enhance convenience to manage channel-switching behaviour.

Originality/value

“Webrooming”, a key channel-switching concern in a multichannel banking context is investigated by examining the impact of convenience dimensions.

Details

International Journal of Bank Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 18 June 2020

Simarpreet Kaur and Sangeeta Arora

This paper aims to revisit the role of perceived risk in online banking, using an alternative view on trust as a moderator on the relationship between perceived risk and…

Abstract

Purpose

This paper aims to revisit the role of perceived risk in online banking, using an alternative view on trust as a moderator on the relationship between perceived risk and behavioral intention (BI). With this aim, the conceptual model was proposed to examine the impact of perceived risk on BI directly and indirectly via unified theory of acceptance and use of technology 2 along with its interactionist relationship with trust.

Design/methodology/approach

Structural equation modeling technique is used to analyze data collected from 677 bank customers via personal contact using a self-administered questionnaire.

Findings

The results indicate that perceived risk as a multi-dimensional construct has a direct and indirect impact on BI via performance expectancy, social influence, hedonic motivation and price value. Moreover, it was found that trust moderates the relationship between perceived risk and BI.

Practical implications

This study suggests that banks should create a trust-building mechanism in the online banking environment and develop certain risk management strategies such as providing detailed and thorough information, money-back guarantee and reassurance services to enhance confidence among the customers to use such services. The banks should also devote valuable efforts in designing website interface with improved security features to facilitate usability and reliability of online banking services.

Originality/value

The present study makes an important contribution to the existing literature on e-commerce, especially in the field of online banking, by proposing an interactionist model between perceived risk and trust. The proposed model has never been examined in the relevant literature and could be used to provide a solid theoretical foundation in the context of online banking adoption.

Details

Journal of Asia Business Studies, vol. 15 no. 1
Type: Research Article
ISSN: 1558-7894

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Article
Publication date: 25 January 2013

Muhammad Mohsin Butt and Muhammad Aftab

The purpose of this paper is to empirically investigate the influence of consumer attitude towards Halal banking on e‐service quality and e‐satisfaction, in an online

Abstract

Purpose

The purpose of this paper is to empirically investigate the influence of consumer attitude towards Halal banking on e‐service quality and e‐satisfaction, in an online Islamic banking context. The proposed model also aims to investigate the relationships among e‐service quality, e‐satisfaction, e‐trust and e‐loyalty.

Design/methodology/approach

A questionnaire was designed to collect data from the regular users of online services of Islamic banks in Pakistan. Convenience sampling method was adopted to collect data from the existing customers of six Islamic banks, residing in five major urban centres of Pakistan. A total of 350 questionnaires were distributed, out of which 292 returned questionnaires were suitable for further analysis. Structural equation modelling procedure was used to test the proposed research model.

Findings

The results of this research suggest that attitude towards Halal banking positively influences perceived e‐service quality and overall e‐satisfaction with the online services of Islamic banks. Furthermore, perceived online service quality enhances customer e‐satisfaction and their e‐loyalty towards the bank. Similarly, e‐trust mediates the relationship between e‐satisfaction and e‐loyalty.

Practical implications

This study enhances our understanding of how specific religious attitudes can positively influence consumer assessments of a bank's perceived e‐service quality and their overall e‐satisfaction with it.

Originality/value

Much of the previous research on Islamic banking has been descriptive in its nature. This study contributes to the existing literature by exploring the causal effect of attitude towards Halal banking on consumer perceptions about the e‐service quality and e‐satisfaction with the online services of Islamic banks.

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Article
Publication date: 17 September 2018

Rajesh Katiyar and Sneha Badola

Online banking, a phenomenon widely adopted and appreciated in developing and developed countries, is becoming an essential part of the lives of people from all walks of…

Abstract

Purpose

Online banking, a phenomenon widely adopted and appreciated in developing and developed countries, is becoming an essential part of the lives of people from all walks of life, but there exist a good fraction of customers resisting these services. Therefore, the purpose of this paper is to identify the barriers generating resistance to online banking. The special focus of the paper is to explore resistance among bank customers who already have valid contracts for online banking but still prefer to approach the traditional branches for transactions.

Design/methodology/approach

To achieve the objective, interpretive structural modelling (ISM) with cross-impact matrix multiplication applied to classification (MICMAC) approach is used to investigate the interrelationships among the barriers to online banking.

Findings

Online banking, although proven to be a glorious innovation, has still not been adopted by all, and hence, has not met all the expectations of banks and banking sector. The outcome shows that the online illiteracy and online unawareness are the most important barriers and these two are working as the root cause and demand strong attention on part of the banking sector which is working towards the inclusion of customers to online banking. These findings may help the Indian banking sector in identifying the crucial points that affect online banking system in India the most.

Originality/value

This research explored the interactions among the barriers to online banking in the Indian scenario and revealed significant results through the ISM-based technique.

Details

Journal of Modelling in Management, vol. 13 no. 3
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 14 March 2019

Mohammed Z. Salem, Samir Baidoun and Grace Walsh

The purpose of this paper is to examine factors that affect Palestinian customers’ use of online banking services.

Abstract

Purpose

The purpose of this paper is to examine factors that affect Palestinian customers’ use of online banking services.

Design/methodology/approach

An empirical study was conducted using a questionnaire in order to test the hypotheses. The questionnaire was distributed to 500 respondents selected by the participating banks. A total of 369 complete questionnaires were returned. The study’s independent variables include technology adoption propensity, customers’ value for online personalization, customers’ privacy concern, e-trust, technological leadership and loyalty. Palestinian customers’ usage of online banking services is the dependent variable.

Findings

The results of the model tested clearly suggest that the use of online banking services is influenced, respectively, by the technological leadership, e-trust, e-loyalty, customers’ value for online personalization, customers’ concern for privacy and propensity of technology adoption. Finally, this paper suggests that policy makers should develop a prioritized hierarchy of actions in developing the effective use of bank’s online services, based on the t- and p-values of the latter mentioned factors.

Research limitations/implications

One limitation of the study is relying on self-reported cross-sectional data collection, rather than longitudinal surveying. Despite such limitation, the study provides the Palestinian banking sector with recommendations to promote online banking services based on the empirically identified factors affecting such service adoption.

Practical implications

Palestinian banks should promote the adoption of online banking services by supporting personalization of services, privacy and trust. Customers should always be informed that their bank is among the first banks to introduce the latest state-of-the-art online services. Technology innovative and diverse online services should be offered by banks to attract customers.

Originality/value

Although numerous research studies have studied the factors affecting customers in using electronic and online banking services, few studies have considered such usage in the developing countries, such as Arab countries in general and Palestine in particular. This is the first study to examine the factors affecting the adoption of online banking services in Palestine. This study provides empirical evidence to fill in the gap by providing a deeper understanding of the factors affecting the usage of online banking services in the country. The findings of this study can help decision makers in the Palestinian banks to develop practical plans that might accelerate and expand the adoption of online banking emphasizing personalized and trusted services offered with high level of security and privacy.

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Article
Publication date: 5 June 2009

Alan D. Smith

The purpose of this paper is to examine the online retail banking industry and determine if there is evidence that online banking will be a dominant player in the…

Abstract

Purpose

The purpose of this paper is to examine the online retail banking industry and determine if there is evidence that online banking will be a dominant player in the financial services retail marketplace.

Design/methodology/approach

An analysis of 22 banks is conducted and it is determined that the barriers to entry that are identified may not be enough to prohibit a substantial number of entrants into the marketplace.

Findings

Using Porter's five‐force model to conduct the industry analysis; online banking is still in its infancy, although with great potential. According to FDIC, while approximately 40 percent of the 10,623 banks and thrifts in the US market have a website, only 376 offer transactional internet banking at the time of the study. About 30 internet‐only banks or a pure‐play format operate in the USA. All of the web‐only banks in the USA combined have about 250,000 depositors, out of the nearly six million customers who have stated that they do significant banking activities over the internet.

Practical implications

Owing to the different types of potential suppliers, the suppliers in the onlinebanking industry do not appear to have as big a bargaining power in this industry as they would in another industry. Buyers, however, hold the keys to success in the onlinebanking industry. Buyers do not need the product that is offered due to the many substitute products available in the market.

Originality/value

In the end, the rivalries among banks lead them to differentiating their internet banking products which is what will afford one bank to have a competitive advantage over the rest of the market.

Details

Information Management & Computer Security, vol. 17 no. 2
Type: Research Article
ISSN: 0968-5227

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Article
Publication date: 1 June 2004

Anesh Maniraj Singh

This study follows up a study examining the effectiveness of Internet marketing, which found that only 22.6 per cent of respondents banked online. This study aims to…

Abstract

This study follows up a study examining the effectiveness of Internet marketing, which found that only 22.6 per cent of respondents banked online. This study aims to determine respondents' reasons for not banking online, and to develop strategies for banks to get people banking online. A sample of 369 consumers was drawn from two universities in Kwazulu‐Natal. Universities were chosen because they are an untapped e‐commerce market segment. Employees at universities fit the profile of typical Internet users. Data were collected using a Web‐based questionnaire. Statistical analysis revealed that more males used Internet banking than females. Automated telling machine usage was far greater than Internet banking usage. A large percentage of Internet bankers used the service for inter‐account transfers and checking balances/statements. Security was the prime issue for those not banking online. Potential customers wanted guaranteed safety and loyalty rewards to get them to bank online. Internet banking has the potential to grow amongst tertiary institution employees.

Details

Aslib Proceedings, vol. 56 no. 3
Type: Research Article
ISSN: 0001-253X

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Article
Publication date: 1 November 2002

Heikki Karjaluoto, Minna Mattila and Tapio Pento

The study explored the effect of different factors affecting attitude formation towards Internet banking (online banking) in Finland. The purpose of this paper is to…

Abstract

The study explored the effect of different factors affecting attitude formation towards Internet banking (online banking) in Finland. The purpose of this paper is to determine those factors that influence the formation of attitude towards Internet banking on the one hand, and their relation to the use of online banking services, on the other. To attain these, a large survey (1,167 responses) was carried out during the summer of 2000 in Finland. Attitude formation was studied by the use of a structural equation model. The results are expected to provide both theoretical and practical contributions in the area of electronic retail banking and understanding of consumer behaviour in the turbulent financial services industry.

Details

International Journal of Bank Marketing, vol. 20 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 1 February 2003

Avinandan Mukherjee and Prithwiraj Nath

The role of trust encompasses the exchanges and interactions of a retail bank with its customers on various dimensions of online banking. Specifically lays stress on the…

Abstract

The role of trust encompasses the exchanges and interactions of a retail bank with its customers on various dimensions of online banking. Specifically lays stress on the bank‐to‐customer exchanges taking place through the technological interface. Hypothesizes shared value, communication and opportunistic behaviour as antecedents to trust. Trust and commitment also have a causal relationship. Proposes and empirically tests five hypotheses with a sample of 510 Internet users of various profiles in India. Develops a structural equation model (Lisrel) and establishes all hypotheses. Observes that shared value is most critical to developing trust as well as relationship commitment. Communication has a moderate influence on trust, while opportunistic behaviour has significant negative effect. Also finds higher perceived trust to enhance significantly customers’ commitment in online banking transaction. An important contribution concerns how trust is developed and sustained over different levels of customer relationship in online banking. The future commitment of the customers to online banking depends on perceived trust.

Details

International Journal of Bank Marketing, vol. 21 no. 1
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 15 March 2013

Dimitrios Maditinos, Dimitrios Chatzoudes and Lazaros Sarigiannidis

The recent advances in the technology of electronic banking have helped develop new ways of handling banking affairs, especially through online banking. Moreover, the…

Abstract

Purpose

The recent advances in the technology of electronic banking have helped develop new ways of handling banking affairs, especially through online banking. Moreover, the rapid development of the internet has stimulated the banking sector towards encouraging customers to make their transactions online. The purpose of this paper is to introduce an extended technology acceptance model (TAM) model as a tool for examining the factors that have a significant impact on customers' online banking acceptance.

Design/methodology/approach

The typical TAM constructs were enhanced with the variables of perceived risk and quality of the internet connection. The proposed conceptual framework of the study (extended TAM), was tested on a sample of Greek internet users. Data were analysed using the “structural equation modelling” technique.

Findings

Results provide overall support for the extended TAM model and confirm its robustness in predicting customers' intention of adoption of internet banking. More specifically, results underlined the important impact of perceived usefulness, security risk and performance risk on the intention to use internet banking. On the contrary, the impact of perceived ease of use and quality of the internet connection seemed to have only an indirect effect on internet banking adoption.

Practical implications

The paper makes an analytical effort in order to point out areas that banking organisations should emphasize in order to successfully implement online banking and, therefore, harvest its potential benefits.

Originality/value

The paper proposes an enhanced conceptual framework (extended TAM) that examines vital issues concerning online banking acceptance, thus providing valuable outcomes for decision makers and academics. To the best of the researchers' knowledge, such an extension of the TAM model has never been examined in the relevant literature. Moreover, the results of the study may be generalised in other developed countries whose financial sector faces significant challenges (e.g. Spain, Italy, Portugal, Ireland, etc.).

Details

Journal of Systems and Information Technology, vol. 15 no. 1
Type: Research Article
ISSN: 1328-7265

Keywords

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