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The purpose of this study was to examine the relationship between online banking fraud experience and fear of cybercrime and distrust of online banking services, and to understand how perceived usefulness of online banking moderates the relationship.

The number of respondents involved in this study was 271 people from the Central Java region, Indonesia. Statistical analysis was performed using Jeffreys’s Amazing Statistics Program software to examine the relationships and interactions between the variables studied.

Experience of online banking fraud is positively related to fear of cybercrime and distrust of online banking services. Perceived usefulness of online banking moderates the relationship between online banking fraud experience and fear of cybercrime and distrust of digital payments. Perceived usefulness is negatively related to the level of distrust of online banking services.

Overall, the implications of this study underscore the importance of dealing with the risks of cybercrime in online banking services. By focusing on security, user awareness and the role of perceived usefulness, banking service providers can create a safer and more trusting environment for users of online banking services. This also contributes to the development of more innovative services and can increase customer satisfaction and trust.

The practical application of these findings is important for financial institutions and online banking service providers. Companies must improve cybersecurity with the latest technology and provide education about online security practices. Transparent communication and better customer service will help overcome customer fears. Compliance with security regulations and technological innovation is also important to protect online banking services. With these steps, customer security and trust can be improved, and the adoption of online banking services will increase widely.

The social implications of this research are increasing public awareness about cybersecurity, consumer protection and strengthening trust in online banking services. With joint efforts, a safer and more trusting environment in using online banking services can be realized.

The originality of this research lies in the use of perceived usefulness of online banking as a moderating variable to reduce the negative impact of online banking fraud experience. With a focus on the psychological effects of customers experiencing fraud, this research seeks to rebuild trust and improve the security of online banking services.

The purpose of this paper is to investigate the factors influencing Palestinian consumer attitudes toward artificial intelligence (AI)-powered online banking, focusing on performance expectancy, effort expectancy, social influence and facilitating conditions while considering the moderating role of trust in financial institutions.

To test the hypotheses, an empirical study with a questionnaire was carried out. The study was completed by 362 Palestinian customers who use online banking services.

The findings of this paper show that performance expectancy, effort expectancy, social influence and facilitating conditions significantly influence consumer attitudes toward AI-powered online banking. Furthermore, trust in financial institutions as a moderating variable strengthens the impact of performance expectancy, effort expectancy, social influence and facilitating conditions on consumer attitudes toward AI-powered online banking. Therefore, more studies should focus on certain fields and cultural contexts to get a more thorough grasp of the variables influencing adoption and acceptability.

The study's findings may be specific to the Palestinian context, limiting generalizability. The reliance on self-reported data and a cross-sectional design may constrain the establishment of causal relationships and the exploration of dynamic attitudes over time. In addition, external factors and technological advancements not captured in the study could influence Palestinian consumer attitudes toward AI-powered online banking.

Financial institutions can leverage the insights from this research to tailor their strategies for promoting AI-powered online banking, emphasizing factors like perceived security and ease of use. Efforts to build and maintain trust in financial institutions are crucial for fostering positive consumer attitudes toward AI technologies. Policymakers can use these findings to inform regulations and initiatives that support the responsible adoption of AI in the financial sector, ensuring a more widespread and effective implementation of these technologies.

This research delves into Palestinian consumer attitudes toward AI-powered online banking, focusing on trust in financial institutions. It aims to enrich literature by exploring this under-explored area with meticulous examination, robust methodology and insightful analysis. The study embarks on a novel journey into uncharted terrain, seeking to unearth unique insights that enrich the existing literature landscape. Its findings offer valuable insights for academia and practitioners, enhancing understanding of AI adoption in Palestine and guiding strategic decisions for financial institutions operating in the region.

Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue.

Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views.

Online banking customer groups were identified as: exigent customers, solutionist customers and impulsive customers. Customers’ position in each group determined failure perception, recovery expectation and evaluation, and post-recovery behaviour. Comparisons were observed and discussed in relation to Albania and Kosovo. It was suggested that banks should expand their presence in social media platforms and offer a means to manage online customer communication and spread of online WOM.

For exigent customers, the failure/recovery responsibility is embedded within the provider. This explains their high sensitivity and criteria to define a failure.

Online banking customers’ request of a satisfactory recovery experience included: customer notifications, customer behaviour, customer determination, and the mediator of request. 10;Providers should examine customer failure/recovery experiences in cooperation with other banks which should lead to a higher order understanding of customer withdrawal and disengagement activities.

Post-recovery behaviour is linked to the decline of online banking usage, switching to new providers, and the spread of negative online and off-line word-of-mouth.

This is the first empirical study on online service failure and recovery strategy to provide information on customers’ unique preferences and expectations in the recovery process. Online customers are organised into a threefold customer typology, and explanation for the providers’ role in the online customer failure-recovery perception construct is presented.

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.

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

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

What drives product adoption among bottom of the pyramid (BoP) consumers? The purpose of this paper is to identify several factors affecting Chinese migrant workers’ adoption of online banking. Chinese migrant workers are BoP consumers that have migrated from rural China to work in China’s expanding urban regions such as Shanghai.

In collaboration with the Shanghai Survey Corps of the National Bureau of Statistics, the present research conducts structured interviews with more than 1,200 Chinese migrant workers.

The results of a logit regression analysis suggest that Chinese migrant workers are more likely to adopt online banking when they have higher levels of economic, biological, and social resources.

The results support habit adoption theory and provide managers with insight on how to increase BoP consumers’ adoption of financial services.

Greater adoption of financial services among BoP consumers, including Chinese migrant workers, can improve the well-being of these historically marginalized consumers.

The present research provides initial evidence that habit adoption theory and resource availability helps to explain Chinese migrant workers’ adoption of online banking.

The purpose of this paper is to examine the impact of online banking intensity on the financial performance of community banks.

This study estimates online banking intensity and bank performance indices using a combination of primary and secondary data. Online banking intensity is specified as a latent construct and estimated using web feature data collected from bank websites. An empirical profit function of a nonstandard Fourier flexible form is estimated using bank's financial data to derive a theoretically consistent performance measure. The actual impact of online banking on performance is measured by regressing the profit efficiency index against a number of correlates including online banking intensity measure.

Study results indicate that the increasing use of internet as an additional channel of marketing banking services has significantly improved the financial performance of community banks.

These results show that online banking improves the financial performance and should encourage community banks to adopt new information technologies and offer targeted online services.

This paper is the first of its kind that applies a structural equation modeling framework to develop a comprehensive online banking intensity measure, which accounts for a wide array of products and services offered online by a bank, and utilizes the estimated index in measuring the impact of internet banking intensity on bank performance.

Advances in electronic banking technology have created novel ways of handling daily banking affairs, especially via the online banking channel. The acceptance of online banking services has been rapid in many parts of the world, and in the leading e‐banking countries the number of e‐banking contracts has exceeded 50 percent. Investigates online banking acceptance in the light of the traditional technology acceptance model (TAM), which is leveraged into the online environment. On the basis of a focus group interview with banking professionals, TAM literature and e‐banking studies, we develop a model indicating online‐banking acceptance among private banking customers in Finland. The model was tested with a survey sample (n=268). The findings of the study indicate that perceived usefulness and information on online banking on the Web site were the main factors influencing online‐banking acceptance.

This study aims to investigate the relationship between perceived usefulness, ease of use and adoption of online banking by customers in the Indian context. Using the technology acceptance model (TAM) as the base, this study underscores the importance of perceived enjoyment, security and trust in influencing customer satisfaction.

Using a structured survey instrument, this paper gathered data from 476 respondents in the southern part of India. First, the instrument’s psychometric properties were tested, and hypotheses were tested using Hayes’s PROCESS macros.

The results indicated that (i) perceived usefulness and perceived ease of use are positively related to the attitude of the consumers to use online banking, (ii) attitude to use is positively related to adoption intention and (iii) adoption intention positively predicts customer satisfaction. The results also reveal that (i) perceived enjoyment moderates the relationship between attitude to use and adoption intention, (ii) trust moderates the relationship between adoption intention and customer satisfaction and (iii) security (second moderator) moderates the moderated relationship between trust (first moderator) and adoption intention on customer satisfaction.

As with any survey research, self-report measures have the inherent problems of common method bias and social desirability bias. However, the authors have taken adequate care to minimize these limitations. In addition, the research has implications for consumer behavior concerned with online banking.

This study contributes to both practicing managers and the literature on online banking. The study suggests that bank managers need to focus on ensuring security and earning customers’ trust to motivate them to adopt online banking.

The study contributes to society by unraveling the antecedent conditions leading to accepting innovative changes initiated by banks. Especially in rural and cooperative banks, customers adopting online banking helps save their time and energy in visiting the physical locations of banks.

This study provides new insights into the complex relationships among variables contributing to customer satisfaction. The double-layered moderated moderated-mediation conceptual model developed and tested in this study is a novel idea that makes a significant contribution to the growing literature on online banking.