Adoption Of Internet Banking Services Research Articles

Predictors of Internet banking services adoption among depositors in Davao City, Philippines

The Internet has transformed the face of banking in recent years. Client attitudes towards Internet banking depends on their perception of the services and the accompanying risks. Internet use has never been this indispensable, especially during lockdowns such as the COVID-19 pandemic. Hence, the study was undertaken to determine the factors that affect the level of usage of Internet banking services among depositors in Davao City, Philippines. A descriptive-correlational research design was employed to analyze the responses of 300 clients of five identified banks located within the first administrative district of Davao City. The survey data reveals that the respondents sometimes used Internet banking services; they considered themselves literate with Internet banking; they perceived Internet banking as convenient but were concerned about its service efficiency; they found Internet banking easy to operate but not that enjoyable; their priority concern was financial risk, followed by security and privacy. Findings further show a significant difference in the level of usage of Internet banking services when grouped by respondents’ age, DOI adopter classification, highest educational attainment, operating system used, and primary source of awareness. Finally, the level of awareness and perceived ease of use significantly predict the level of usage of Internet banking services. Lack of onsite bank transactions due to restrictions may force the banking public to use the internet to do their business. Banks may intensify their awareness campaign, further enhance their platforms, and address security and risk concerns to entice more clients to patronize Internet banking.

Navigating Digital Inequality: Examining Factors Affecting Rural Customers’ Internet Banking Adoption in Post-COVID Bangladesh

As the world continues to navigate the new normal brought about by the COVID-19 pandemic, one issue that has come to the forefront is digital inequality. In Bangladesh, where a significant portion of the population resides in rural areas, the adoption of internet banking has been hindered by various factors. However, understanding these factors is crucial, especially now that digital transactions have become more important. This study aims to understand the factors influencing the adoption of internet banking services among rural customers in Bangladesh. To acquire data, a questionnaire was administered to 443 rural bank customers in the district of Barisal. The Exploratory Factor Analysis (EFA) revealed three primary factors: trust compatibility, service benefit, and access to consumer education. In addition, the research sought to determine if the identified factors, particularly access to consumer education, varied according to the occupation and income level of rural consumers. Using exhaustive Chi-squared Automatic Interaction Detection (CHAID) analysis, the findings revealed that access to consumer education differs significantly by occupation level, with business and service holders being more likely than farmers to have access to consumer education. This research contributes to the literature by providing insights into the adoption of internet banking by rural customers and informing policymakers about the special needs of this demographic.

Impact of demographic variables on consumers’ adoption of e-banking services in Ganjam District of Odisha: An empirical investigation

The primary objective of this research is to determine demographic factors that influence the adoption of internet banking services to improve the situation. As banks are spending a lot of money and time on technology to provide easy and better banking services, hence it becomes critical to examine whether technological advances improve the extent of customer satisfaction. An empirical study has been carried out with the help of 372 respondents in the district of Ganjam, Odisha, India who have access to technology-based banking services. The results of the chi-square test show that there are relationships between demographic factors and various technological banking services provided by the banks to the customers. By using factor analysis and multiple regression analysis it is also inferred from the study that the intense use of technology has negative effects on users' openness to technology-based banking services. This study has clarified many demographical factors which affect the acceptance of technological banking services among the customers in the Ganjam district and has suggested the required measures to adopt more customer-friendly e-banking services.

Determining factors of intention to adopt internet banking services: A study on commercial bank users in Bangladesh

E-commerce and e-business are necessary components of today’s internet banking due to the developing global economy. Alternatively, in this technological era, the banking sector’s success is associated with creating bank users’ intention to adopt internet banking services. Therefore, the aim of this study is to determine the influencing factors of intention to adopt internet banking services of commercial bank users’ in the Bangladeshi context. A survey questionnaire was formulated based on past works of literature to find out the research objective. The convenience sampling method has been used in this study. For the data collection purpose, 250 bank users were asked request to participate in the research. As a fully completed survey, 180 responses were received where the response rate was 72% and the sample size was n = 180. For correlation analysis and hypotheses testing, SPSS version 26.0 was used. The results of the study show that Perceived Security Risk (PSR), Perceived Usefulness (PU), Perceived Ease of Use (PEU), Social Influence (SI), and Consumer Innovativeness (CI) have a statistical and significant impact on the intention to adopt internet banking services. It is concluded that the bank management committee should utilize PU, PEU, SI, and CI to amplify the level of willingness to adopt and embrace general banking services through internet platforms among bank users in their online banking transactions. For the future research study, this paper outlines several significant implications and offers some directions for the bank management committee of a commercial bank.

THE DETERMINANTS OF INTERNET BANKING SERVICES ADOPTION IN THE EMERGING ISLAMIC BANKING SYSTEM

This study aims to examine the determinants of internet banking services adoption in the Jordanian Islamic banking system. A questionnaire survey was adopted as the research methodology, and 413 completed questionnaires were successfully collected. The obtained data were analyzed using Structural Equation Modeling Tool (SmartPLS), and the analysis results show that familiarity, IT support, and social influence affect the adoption of internet banking services. In contrast, the factor of need does not affect the adoption.

Investigating the role of online initial trust in explaining the adoption intention of internet banking services

Online initial trust is one of the impediments that affect the adoption of new information technology (IT) innovations; therefore, improving customer's initial trust is likely to improve the adoption of internet banking services (IBS). This study aims identify the factors that affect customer's initial trust for the adoption of internet banking services in developing countries. Data from a survey of 540 respondents were collected to empirically test the proposed research model. The results of this study show that organisational structural assurance, banks' reputation, perceived relative advantages, and uncertainty avoidance are the most important determinants of customers' initial trust in IBS in developing countries. In addition, the results indicate that initial trust in IBS positively influences intention to use IBS. The obtained results underpin the claim that national culture has a significant role in forming customers' initial trust in IBS, particularly in developing countries' context.

The Nexus between Acceptance and Adoption of Internet Banking Services by Bank of Botswana Customers in Gaborone: A COVID-19 Perspective

In the midst of the pandemic, adoption and use of internet banking has become a necessity and not a choice. However, there is still some reluctance by some banking customers in adopting online banking. Using a quantitative research design a sample of 125 bank customers of Bank of Botswana in Gaborone to investigate factors that impede the adoption of online banking a questionnaire adopted, Online Technology Acceptance Model was adopted to collect the data using the convenience sampling method. SPSS (Statistical Package for Social Sciences) was used to analyze the data. The study revealed a lacuna between adoption of the service and security concerns bordering on cyber fraud as some of the causes of non-adoption of using internet banking. Among the recommendations, it was suggested that banks should consider offering cheaper internet provision to their customers, reduction of overall online banking costs, provision of adequate information about internet banking services and benefits as well as embarking on aggressive advertising and marketing to ensure that the services were well known by the bank clientele. The study further recommended that Bank of Botswana should as a matter of urgency devise and implement strategies that would foster and increase customer trust in internet banking systems across the banking sector including the provision of training to their clients related to the use of internet banking. The implications of the study have far reaching consequences in the current dispensation where the whole world is affected by the COVID 19 pandemic when the adoption of internet banking has become a necessity in the “new normal”. Internet banking and online banking were used interchangeably in the study.

The Importance of Individual Technology Factors for Adoption of Internet Banking

The main objective of this study is to find the factors that motivate customers to adopt Internet banking services. It is concerned with an empirical investigation of individual factor technology that could predict successful IBSA. Survey method is used questionnaires are administered on 535 persons in public university staffs already using internet banking services. The findings reveal that individual factors technology is high significant (IFT). It shows four significant relationships between Internet technology literacy toward internet banking adoption (β=.466, T=5.672, P<.000); Resistance to change toward internet banking adoption(β= -0.118T=2.262, P<.024); Risk of technology toward internet banking adoption (β=-O.125,T=3.838, P<.000) and Anxiety of technology toward internet banking adoption (β=-0.172, T=4..821, P<0.000). The results are discussed in the context of internet banking adoption / actual usage. Index Terms- Individual factors technology, Internet technology literacy, SEM DOI : 10.7176/EJBM/11-36-01 Publication date: December 31 st 2019

Adoption of Internet Banking Services by Corporate Customers for Forex Transactions Based on the TRA Model

The digital banking system provides numerous advantages to customers, however, there is still a lack of trust among some corporate customers. Absence of face-to-face interaction makes it very impersonal. Thus, customers are more comfortable dealing with people in a physical bank setting that provides personalized services as opposed to mechanical interaction. Many customers still do not trust the online mode of service especially for money related transactions. Users who are not familiar with internet banking feel very uncomfortable as they have doubts regarding the accuracy of the transactions done online. The study looked to identify the factors inhibiting the corporate customers of FNB Industrial Branch from adopting internet banking technologies. The data was collected through closed ended questionnaires that were administered face-to-face within FNB Industrial Branch. The study focused on corporate customers and was administered to 132 respondents which represented an 88% response rate. The data labelling and cleaning were done using SPSS. Cronbach’s Alpha was used for measuring the total consistency between all items of the instrument and internal consistency among items for each dimension. After reliability analysis, it was established that the key factors influencing internet banking were: performance expectancy, control factors, social influence and behavioural intention. A simple regression analysis was conducted to test the research hypotheses following the criteria established by considering use of internet for forex transactions as the dependent variable. All of the independent variables were positive but only one was significant at the confidence level of P ≤ 0.05. Only social influence is said to have an effect on internet use for Forex transactions, therefore, based on the study, social influence would be a stronger factor leading to adoption of internet banking for Forex transactions.

Determinants Of Continued Usage Intention Of Internet Banking Services

The proliferation of internet technology and financial innovations has globally revolutionized the delivery of banking services. Internet Banking offers substantial benefits, such as reduced transaction cost, convenience and flexibility to the customers as well as to the banks. Despite the apparent advantages, the usage of internet banking services by the banking clients is yet low. Many studies have investigated the factors influencing the initial adoption of internet banking services. In contrary, this study intents to provide insights on the customer’s intention for continued usage of internet banking services.

Investigating Customer Behavior towards Using Internet Banking: A Study of Afghanistan International Bank

Examining the effects of Design Features and Behavioral Intention on customer’s Behavior to using or adoption internet banking in Afghanistan International Bank is concerned. The aim of this research is to investigate the customer Behavior towards using internet banking services. The research is based on an empirical study using questionnaire as survey instrument to test the hypothesis. The influences of independent variables on depended variable are considered. A pilot study is conducted to obtain the preliminary assessment of internal validity of the research survey instrument, and to address objectives 200 Questionnaire are distributed among the Afghanistan International Bank customers for the present study, the procedure adopted for the present study is categorized as convenience sampling method, and collected data is analyzed using SPSS software. The outcome concluded that 2 variables of design features and the Behavioral Intention have significantly positive effect on the customers’ Behavior to adopt internet banking services. Results indicates that 72 percent of bank customers’ Behavior toward using or adopting the internet banking services in Afghanistan International Bank significantly depends on the Behavioral Intention. Extending to examine the Theory of Planned Behavior in the rest major provinces of Afghanistan, and with the other Afghan private and government banks are recommended for the future researchers.

Investigating the Role of Online Initial Trust in Explaining the Adoption Intention of Internet Banking Services

Online initial trust is one of the impediments that affect the adoption of new information technology (IT) innovations; therefore, improving customer's initial trust is likely to improve the adoption of internet banking services (IBS). This study aims identify the factors that affect customer's initial trust for the adoption of internet banking services in developing countries. Data from a survey of 540 respondents were collected to empirically test the proposed research model. The results of this study show that organisational structural assurance, banks' reputation, perceived relative advantages, and uncertainty avoidance are the most important determinants of customers' initial trust in IBS in developing countries. In addition, the results indicate that initial trust in IBS positively influences intention to use IBS. The obtained results underpin the claim that national culture has a significant role in forming customers' initial trust in IBS, particularly in developing countries' context.

Consumer Acceptance of Online Banking in Mumbai Region

Banking is one of the emerging and fastest developing sector in Indian economy. In order to survive in this globally competitive world this sector is constrained to adopt the practices like online banking, cost cutting, diversification etc. Digitization and adoption of internet banking services has improved the performance of banks and benefited the both i.e. banks as well as consumers. However, for the country having diverse demography like India, the consumer acceptance to this new technology and system will decide the pace of development of the banking industry in the country. As a matter of fact the concept of online banking is still a new one to majority of the Indian consumers as compared to the developed countries. This paper is an attempt to understand the mindset of people in making use of online banking services and also to ascertain whether the demographic variables plays an important role in the usage rate of online banking services.

Technology Acceptance and Future of Internet Banking in Vietnam

The technology acceptance model (TAM) has long been applied to investigate consumer attitudes towards novel solutions and identify incentives that increase their willingness to adopt them. A cumulative tradition has already been developed in this stream of research. Using a modified TAM model, the authors explore factors that affect the intention of Vietnamese banks and their clients to adopt internet banking services. Currently, there is a number of factors hindering the diffusion of internet banking, particularly the underdevelopment of the technological infrastructure, the lack of investment, and the habits of the majority of providers and consumers of services to interact via traditional formats.The study finds out that the adoption of internet banking could be encouraged by perceived usefulness, perceived ease of use, and, finally customer satisfaction. Among the important factors to ensure these conditions are an advanced customer support system, user-friendly interface, promptness of services, and transparency of banking operations. Among the recommendations put forward by the authors, special attention is given to the requirements for the skills of bank personnel, the need for continuous training, and the establishment of targeted strategic indicators at the public level that facilitate the embeddedness of internet banking in the life of Vietnamese society.

Adoption of internet banking services in Gujarat

PurposeThe purpose of this paper is to validate the technology acceptance model (TAM) and its extended form to understand the factors influencing internet banking adoption in Gujarat.Design/methodology/approachExtended TAM incorporates perceived security and social influence, important variables in internet banking literature. Using a questionnaire survey, data relating to the variables are collected from 284 individuals who are/were using internet banking services and subjected to confirmatory factor analysis (CFA) to establish validity and structural equation modeling (SEM) to identify important factors influencing internet banking adoption.FindingsThe empirical results of SEM showed that the extended TAM has higher predictability than the TAM in internet banking settings. The results highlighted that the intention to use internet banking is positively influenced mainly by perceived security, followed by other significant factors, namely, perceived usefulness, perceived ease of use and social influence.Practical implicationsThe findings of this paper enable internet banking service providers to develop/modify new/existing internet banking services in order to achieve higher adoption rates of internet banking.Originality/valueAdditional incorporated variables in a new model considerably contribute to improving the understanding of internet banking adoption in Gujarat.

Determinants of the Internet Islamic Banking Services Adoption in Jordan

Objective: The purpose of this study is to conceptually review the determinants of Internet Islamic Banking Services adoption.In addition, it presents a conceptual research model to understand these relationships supported by literature review from recent studies.Methodology:A critical literature review had been conducted in the area of internet banking services adoption model, Islamic banking and UTAUT theory and application. Results: The main findings indicate that familiarity, social influence, needs, customer background and IT support affect adoption of internet banking services. In addition familiarity, social influence, needs, customer background and IT support affect adoption of Islamic internet banking services .Therefore we can conclude that factors of internet banking services affect Islamic internet banking services. Implication: This researchpresents a conceptually yet empirically supported model to describe the factors influencing internet banking services and internet Islamic banking services. This research will be significant in several areas, by adding new knowledge for the academics, practitioners and organizations in general and particularly in JordanObjective: The purpose of this study is to conceptually review the determinants of Internet Islamic Banking Services adoption.In addition, it presents a conceptual research model to understand these relationships supported by literature review from recent studies.Methodology:A critical literature review had been conducted in the area of internet banking services adoption model, Islamic banking and UTAUT theory and application. Results: The main findings indicate that familiarity, social influence, needs, customer background and IT support affect adoption of internet banking services. In addition familiarity, social influence, needs, customer background and IT support affect adoption of Islamic internet banking services .Therefore we can conclude that factors of internet banking services affect Islamic internet banking services. Implication: This researchpresents a conceptually yet empirically supported model to describe the factors influencing internet banking services and internet Islamic banking services. This research will be significant in several areas, by adding new knowledge for the academics, practitioners and organizations in general and particularly in Jordan

Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam

Internet banks can provide a convenient and effective method of managing personal finances because customers can easily access them without constraints of time or place. Following the international trend, Vietnam, an emerging country with a rapidly growing banking industry, is no exception in the provision of Internet-banking services. However, how to provide services that users require is an important consideration for banks that are developing service products. Although service quality is important to users when selecting banking services, the effects of perceived service quality on customer adoption of Internet-banking services have received little attention. This investigation designed a questionnaire to understand the aspects of service quality that influence intention to adopt Internet-banking services for three groups of Vietnamese customers. The descriptive variables used to determine the features of these three consumer groups are verified, and include demographics, customer behaviors, customer satisfaction, and customer loyalty. Finally, marketing strategies for the three clusters are presented to help Vietnamese banks promote Internet-banking services.

ANALISIS ADOPSI LAYANAN INTERNET BANKING OLEH NASABAH PERBANKAN DI PEKANBARU (Technology Acceptance Model) Eni Noviarni

This study aims to analyze the factors that affect adoption of internet banking services by bank customers in the city of Pekanbaru to approach the Technology Acceptance Model (TAM). The research method is a survey with descriptive analysis approach. Data processed and analyzed with statistical models using mul tiple regression help of a computer using SPSS software version 17.Conclusion of this study indicate that the magnitude of usefulness, ease of use, awareness, risk and social influences affect the adoption of Internet banking by bank customers in Pekanbaru.

UTAUT모형을 이용한 사용자 수용연구

본 논문에서 UTAUT모형과 정보격차이론을 바탕으로 인터넷뱅킹의 사용자 수용연구를 실제 사용자를 대상으로 실증 분석하는 것이 목적이다. 본 연구에서 제안한 두 가지의 문제에 대한 결론은 첫째, 인터넷뱅킹의 사용의도는 이용형태에 양(+)의 매우 강한 영향을 미치고 있음을 알 수 있다. 이는 은행들이 인터넷 뱅킹 서비스를 제공함에 있어 뱅킹서비스 사용 대상자의 사용의도를 잘 파악하여 적절한 서비스를 제공한다면 더 좋은 결과를 낼 수 있을 것임을 보여준다. 둘째, 나이, 성별, 소득 및 교육수준과 같은 사회적-지리적 요소들은 인터넷뱅킹 사용에 혼재된 영향을 미치는 것으로 판명되었다. 이 문제는 은행측면에서 향후 고객들의 정보를 바탕으로 도시와 비도시 등 정보격차적 요인에 따른 다양한 마케팅 전략이 필요함을 보여 준다. 따라서 본 연구는 인터넷뱅킹 서비스의 이용에 중요한 영향을 미칠 것으로 예상되는 요인을 실제 사용자들을 대상으로 조사 및 분석을 통해 구체화시키고, 이를 토대로 관련 산업분야의 실무자들에게 유의한 시사점을 제공하고 있다. Internet Banking Offers Major Advantages for Both Banks and Customers. However, Not All People have equal Access or Skills to use such Services. The Main Objective of this Study is to Understand the Fctors Influencing Internet Banking Usage we Developed a Research Model Drawing from the UTAUT and Digital Divide Research. The Model was Tested and find more than 90% of Variance of Internet Banking Usage was Explained by the Model. Results Demonstrate that the Strongest Factor Influencing the Intention to adopt Internet Banking Services is the Degree to which an Individual Believes that it is Safe to use such Services. In the Paper, all the Hypotheses Except for the Hypothesis on the Effort Expectation are Accepted with Statistical Significance.

Internet Banking Challenges Among Customers in Selangor, Malaysia

Internet banking has been established a long time ago. All financial institutions particularly in Malaysia have developed secured online banking portals in line with the current trend of the industry. However, customer’s acceptance towards internet banking is still a widely debatable issue. This study aims to investigate if factors such as security, price, perceived ease of use and customer resistance to change influences customers adoption of internet banking services. Questionnaire survey approach for data collection was adopted in this study. The responses of 120 respondents who visited bank branches in Kota Damansara area were collected using convenience sampling method. The results of this study showed that hypotheses pertaining to security, price and perceived ease of use were supported but customer resistance to change was not supported. As compared to other factors, perceived ease of use is the strongest factor that influences the adoption of internet banking services, followed by price, customer resistance to change and security. The result also revealed that young adults are more likely to adopt internet banking. There are several limitations in this study that needs to be considered. First, the scope of this study was limited to the banking outlets in a particular area, which was Kota Damansara, Selangor and not Malaysia as a whole. Second, the outcome that was obtained from the questionnaires may not be accurate because some respondents did not answer the questionnaire seriously. Furthermore, this study only involved a small number of respondents due to time constrain and the study only included the adopters of internet banking services and excluded the non-adopters. Last but not least, the factors chosen for this research may not cover all possible factors that influences customer’s adoption of internet banking services. The findings presented in this research can be of assistance to customers especially those non-adopters of internet banking by providing them a deeper understanding of internet banking services and it would also help banks to identify the customer’s perception and the level of customer’s satisfaction towards internet banking services.