Abstract
Purpose – The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain.Design/methodology/approach – This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC).Findings – Results indicate that all the elements for the three identified factors are important with respect to the users’ adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users’ satisfaction. In the meantime, perceived ease of use (PEOU) and perceived usefulness (PU) are sources of satisfaction. The results also disclose that security and privacy factors play an important part in determining the users’ acceptance of e-banking services with respect to different segmentation of age group, income level and level of education.
Highlights
The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain
The main objective of this study is to focus on the importance of understanding the customer's perception about internet banking by investigating and measuring the impact of selected factors such as perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC) and how they can influence the customer acceptance to conduct banking transactions via the internet, based on the empirical data collected from individual customers in Bahrain
The Results suggest that PU and PEOU had a significant relationship with computer self-efficacy
Summary
The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain. The results disclose that security and privacy factors play an important part in determining the users’ acceptance of e-banking services with respect to different segmentation of age group, income level and level of education. Internet technology has changed the design and the way of delivering the financial services and as a result the banking industry has made continuous innovations - especially in the field of communications and information technology - that led to the emergence of the idea of what is known as the "online banking". The quality of electronic banking services become an important area of attention among the researchers and banks managers due to its strong influence on the business performance, lower costs, customer satisfaction, customer loyalty, and profitability (Seth et al, 2004)
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