ABSTRACT Banking is a highly information-intensive activity that relies heavily on information technology (IT) to acquire, process, and deliver information to all relevant customers. Banks used Internet technology as a strategic weapon to revolutionize the way they operate, deliver, and compete against each other. As a result, E-Banking was introduced as a channel where bank customers could perform their financial transactions electronically via their banks’ Web sites. In this study, an analysis of the differences in risk perceptions of bank customers using E-Banking and those not using E-Banking was done and it showed that risk perceptions in terms of financial, psychological, and safety risks among customers not using the internet were more meaningful than those using e-Banking. Customers not preferring to use E-Banking thought that they would be swindled when using this service, and therefore, are particularly careful about high-risk expectations during money transfers from and between accounts. In the present paper, efforts have been made to study the electronic banking services provided by canara bank, reasons for preferring banking services and satisfaction level of the customers as well as the perception of the customers towards E-Banking services rendered by the public sector banks in Mysore city. KEY WORDS: Information Technology, Customer satisfaction, E-banking, Customer responsiveness

Electronic banking is not only a means to accommodate the evolving technological environment and provide client satisfaction, but it also represents an opportunity for banks to grow their competitiveness and profits. The latter is possible through clients’ acceptance of using online services, which necessitates the translation of intention into behavior. This study investigated the moderating role played by perceived usefulness, effort expectancy, service quality, hedonic motivation, and customer experience in influencing intention to translate into behavior regarding eBanking services offered by banks in South Africa and Ukraine. Data were collected online by sending a closed-ended structured questionnaire to a total of 400 participants selected using a convenience sampling technique. In addition to descriptive statistics, moderation analyses were performed using Hayes’ PROCESS Macro 4.3 extension in SPSS 29. The results indicated that PU (perceived usefulness) and EE (effort expectancy) moderated the INT–AUOS (acceptance to use online services) relationship in both South Africa and Ukraine. SQ (service quality) and CE (clients’ experience) were moderators in Ukraine only, while HM (hedonic motivation) was insignificant. Recommendations were made for banks to enhance significant attributes, while South African banks need further investigation of the components explaining their clients’ perceptions of SQ. The insignificance of HM calls for constant scrutiny to determine whether it should be dropped from banks’ strategies, as the use of online services seems to be perceived as restrictive for customers. Furthermore, it is recommended that this study be replicated in other locations to compare or contrast its findings, and that other attributes such as habit, perceived risk, and social influence be considered in future research.

Almost all banks in Tanzania have adopted electronic banking as a means of enhancing service quality which leads increasing customer satisfaction. However, Tanzania’s commercial banks have not satisfied their customers enough due to a number of problems hindering the smooth delivery of digital banking services. This study therefore examined the impact of digital banking services on customer satisfaction in the banking sector of Tanzania by taking a case study of NMB Bank in Kigoma Region. Specifically, the study aimed to assess how Internet Banking contributes to customer satisfaction, to evaluate the impact of ATM services on overall customer satisfaction, and to analyze the effect of Mobile Banking on customer satisfaction. Factors that were considered are convenience, accessibility, speed, and security. Quantitative research approach was used in which primary data were collected using a 5-point Likert scale questionnaire. 256 NMB Bank customers were involved and data were analyzed through SPSS software program. Multiple linear regression analysis was used to explain the findings on specific objectives. The findings indicated that digital banking has an impact on customer satisfaction in commercial banks in Tanzania. In particular mobile banking affected customer satisfaction to the largest extent as compared to other digital banking services as far as convenience, accessibility, speed, and security are concerned. The second was ATM and lastly was internet banking. The study recommends on the need for various stakeholders in the banking sectors to improve the technological infrastructure by putting more efforts on the digital banking services and products as this will enable them reach and satisfy a large number of customers compared to conventional banking. Other studies should be done by focusing on other regions especially big cities of Tanzania where there are many digital banking users and experts who can provide a complete picture of the impact of digital banking usage in relation to satisfaction.

Abstract—With the increasing use of electronic banking services, protecting the confidentiality and security of transactions conducted via ATMs has become a major priority. The current security system involving cards and Personal Identification Numbers makes them prone to risks of theft, card skimming, and shoulder surfing attacks. This paper describes the development of a new and improved secure system for conducting transactions at ATMs utilizing iris scanning technology with a biometric authentication process. The proposed biometric approach involves scanning the user’s iris image and identifying a match based on pre-stored templates with a Deep Learning Classifier. The uniqueness of irises makes them impervious to attacks or counterfeiting. The proposed system was tested with the IIT-Madras iris database with improved performance compared to the current security process. With its feasibility to perform transactions without requiring physical cards and memorized PIN codes, the proposed invention can be appropriately termed as next-generation ATMs. Keywords —ATM Security, Iris Recognition, Biometric Authentication, Deep Learning, CNN, IIT Madras Iris Dataset, Financial Transaction Security, Pattern Recognition.

This study aims to analyze and examine the influence of e-service quality, e-trust, and bank image on customer loyalty, mediated by e-satisfaction among Muamalat DIN users at PT Bank Muamalat Indonesia, Kendari Branch. The research was conducted within the scope of PT Bank Muamalat Indonesia, Kendari Branch, involving 154 electronic banking customers as research respondents. Data were collected using an online questionnaire distributed to the respondents. The collected data were then analyzed using descriptive analysis and SEM PLS 4. The results of the study indicate that e-service quality has an insignificant effect on e-loyalty. E-trust also has an insignificant effect on e-loyalty. Bank image has a negative yet insignificant effect on e-loyalty. E-satisfaction has a positive and significant effect on e-loyalty. E-service quality has a positive and significant effect on e-satisfaction. E-trust has a positive and significant effect on e-satisfaction. Bank image has a positive and significant effect on e-satisfaction. E-satisfaction does not significantly mediate the effect of e-service quality on e-loyalty. E-satisfaction significantly mediates the effect of e-trust on e-loyalty with full mediation. E-satisfaction also significantly mediates the effect of bank image on e-loyalty with full mediation.

The advancement of electronic banking has increased the acceptance and use of credit card rendering it as one of the most universally accepted method of payment globally. The incidence of transaction fraud required an effective detection technique to protect customers and financial companies from being trapped by fraudsters. The process of fraud detection, which pertains to the recognition of illicit activities within banking systems, is critical for ensuring financial stability, protecting customer interests, managing institutional reputation, and complying with regulatory requirements. The methodologies encompassing machine learning and deep learning have seen extensive application in addressing issues related to credit card fraud; however, a significant proportion of these methodologies encounter challenges, including erroneous classification and false positives, among other complications. Recent research shows that fraudsters persist in employing novel methodologies in their illicit activities by altering the characteristics or trends in their deceptive practices, thereby rendering fraudulent transactions indistinguishable from genuine ones in an effort to evade detection by current detection mechanisms. To optimize model precision and enhance fraud detection using deep learning feature selection (FS) is of paramount importance. This will alleviate the adverse impacts of noisy, irrelevant and redundant attributes present within the dataset. This research work proposed a new approach that uses Flower Pollination Algorithm (FPA) with Spike Neural Network (SNN) a deep learning technique called FPA-SNN for credit card fraud detection. Four datasets were used to implement the proposed approach, two of the datasets are highly unbalanced with a <1% positive class. To improve classification accuracy and precision we used Synthetic Minority Oversampling Technique (SMOTE) to solve the imbalance problem in the datasets. Realizing that the vast majority of studies in credit card fraud detection uses very few performance metrics for evaluating various machine learning and deep learning algorithms, we utilized multiple evaluation metrics; Accuracy, Precision, Recall, F1-score, the area under curve and the receiver operating characteristic curve (AUC_ROC), and Matthew’s Correlation Coefficient (MCC) to test and evaluate the performance of our proposed model. Our Proposed model performed significantly well with highest MCC greater than 97 percent, as well as AUC-ROC greater than 99.9 percent which shows how robust the model is in feature selection and classification.

Abstract Electronic banking has boosted financial inclusion in Nigeria as well as exposure to electronic fraud. This paper analysed how electronic banking fraud, in terms of Automated Teller Machine (ATM) fraud, Point of Sales (POS) fraud, Mobile Payment (MOP) fraud, and Web Pay (WEP) fraud, has impacted the financial performance of banks, in the form of net interest margin (NIM). The study was based on the Fraud Triangle Theory, Agency Theory, and Information Asymmetry Theory and a design was ex post facto with the positivist research philosophy. The Central Bank of Nigeria (CBN) and Nigeria Inter-Bank Settlement System (NIBSS) provided secondary data that were used during the study (2010-2023). Ordinary Least Squares (OLS) regression method was used with a significance amount of 5%. The results indicated that ATM, POS, and MOP fraud had negative but statistically non-significant impacts on NIM whereas WEP fraud had positive and significant impacts, which indicate that the increase of web-based transactions can increase bank profitability despite its risks. The R2 (0.906) of the model showed that the model has a strong explanatory power, and the F-statistic proved that the overall significance is significant. The paper concludes that electronic fraud has varied impacts on financial performance to different channels of transactions. It recommended for the implementation of AI-based fraud detection systems, improved internal controls, and regulation cooperation to reduce risks. The research makes a contribution to the knowledge because it combines various financial theories and gives empirical findings about the diversified impacts of different types of e-fraud on the performance of banks in Nigeria. Keywords: Electronic, Fraud, Performance, Channels, Bank

Machine learning as a moderator in electronic banking fraud mitigation: evidence from South Africa’s banking sector

Purpose This study explores the factors influencing customers’ willingness to disclose personal information (WDPI) in electronic banking (e-banking), with a focus on how fear of artificial intelligence (AI) moderates these relationships. Grounded in privacy calculus theory, the research model incorporates personalization, financial literacy, satisfaction and loyalty as key predictors of WDPI. Design/methodology/approach A survey was administered to 408 e-banking users in Portugal, and the data were analyzed using partial least squares structural equation modeling (PLS-SEM). Findings Results show that personalization and loyalty have a positive impact on WDPI, while financial literacy negatively affects it. Satisfaction indirectly influences WDPI through loyalty. Fear of AI moderates two key pathways: it diminishes the positive effect of personalization and amplifies the negative impact of financial literacy on WDPI. The model accounts for 36% of the variance in WDPI. Originality/value This study advances the understanding of information disclosure in digital banking by integrating cognitive (e.g. financial literacy and personalization) and emotional (e.g. fear of AI) dimensions. It highlights how psychological responses to AI shape customer behavior, offering novel insights for e-banking service personalization strategies and privacy management.

This study aims to explore the role of information security in maintaining banking data integrity in the digital era through a Systematic Literature Review (SLR) guided by the PRISMA protocol. A total of 55 relevant journal articles were analyzed using VOSviewer for bibliometric analysis and Taguette for thematic synthesis. The co-occurrence analysis revealed frequently used keywords such as internet banking, information security, technology, electronic banking, and customers, indicating a strong research focus on digital banking systems. Meanwhile, the co-authorship analysis showed limited collaboration among scholars, suggesting that the topic of information system security in the banking sector remains relatively underexplored. The thematic analysis identified key areas of concern, including the implementation of firewalls and intrusion detection systems, the development of secure integration models using OAuth 2.0, cryptographic measures such as AES-256 encryption, tokenization, and the Vigenère cipher, as well as the adoption of cloud computing and blockchain technology. Various cyber threats were also discussed, including data theft, transaction manipulation, credential misuse, malware, phishing, insider threats, and ransomware attacks. Furthermore, the importance of customer data protection was emphasized, particularly in relation to the Consumer Protection Law (UUPK). The findings underscore the need for enhanced technological solutions and stronger research collaboration to strengthen data integrity and security in the banking industry amid growing digital challenges.

The author's objective in conducting this research is to analyze the influence of financial technology (FINTECH) on the profitability of banks listed on the Indonesia Stock Exchange for the 2020-2023 period. The author employed a quantitative method in conducting this research, utilizing secondary data from financial reports published by the Indonesia Stock Exchange. The sample for this study comprised eight banking companies over 4 years, selected purposively. The results of this study indicate that financial technology (FINTECH), as measured by e-banking, affects return on assets (ROA). This is because e-banking can reduce average operating and physical overhead costs for banks. Therefore, the availability of electronic banking services positively impacts bank profitability (return on assets). Financial technology (FINTECH), as indicated by e-banking, also affects the net interest margin (NIM) by reducing reliance on physical services (such as tellers and branches), thereby lowering bank operating costs. With lower operating costs, banks can maintain or increase profit margins from interest differentials. The ease of access and convenience of e-banking services encourage customers to hold their funds longer, thereby increasing third-party funds (TPF). This provides banks with a low-cost source of funds, reducing interest costs and positively impacting net interest income (NIM). However, this does not affect return on Equity (ROE) because e-banking cannot yet deliver the operational efficiencies of digital services and does not directly increase net income in proportion to Equity. This study contributes to the literature by identifying differences in the effects of e-banking across various dimensions of bank profitability and by revealing its limitations in increasing ROE, thereby highlighting an important gap for further research on more comprehensive fintech integration.

This article aims to identify the differences in customer loyalty among generational groups in the context of electronic banking. The study is based on a survey that was conducted among 321 Polish respondents. Using correspondence analysis and chi-square tests, we confirmed statistically significant generational differences in loyalty; Generation Z showed the lowest loyalty levels, while Baby Boomers displayed the highest. By applying correspondence analysis – a rarely used method in this context – we revealed distinct loyalty patterns that were linked to generational traits. The findings suggest that banks should adopt age-differentiated loyalty strategies. For younger customers (particularly Millennials and Generation Z), personalised digital experiences, alignments with brand values, and emotional engagement may be key to improving their loyalty. In contrast, emphasising service reliability, long-term trust, and security is likely to be more effective for older generations such as Generation X and Baby Boomers. This study enhances both a theoretical understanding and practical strategies for customer retention in e-banking.

The rapid adoption of electronic banking (e-banking) has transformed the financial sector, offering convenience, speed, and accessibility to customers globally. However, the digital nature of e-banking introduces several risks, including fraud, identity theft, system failures, data breaches, and cyberattacks. This project aims to study the types of risks associated with e-banking systems and explore how Machine Learning (ML) and Deep Learning (DL) can be applied to detect, analyze, and mitigate such risks. By leveraging real-time transactional data, user behavior, and threat intelligence, intelligent models such as Random Forest, SVM, and LSTM neural networks can classify anomalies, detect fraud patterns, and enhance risk monitoring. The study demonstrates that incorporating intelligent models into e-banking infrastructure not only improves security but also strengthens customer trust and operational resilience. The rapid growth of information and communication technology has revolutionized the way banking services are delivered, giving rise to what is now known as electronic banking (ebanking). E-banking refers to the use of digital platforms—such as internet banking, mobile applications, ATMs, and digital wallets—to perform traditional banking functions like fund transfers, balance inquiries, loan applications, bill payments, and more. It has brought about a paradigm shift in customer experience, enabling users to access banking services 24/7 from any location, thereby improving convenience, efficiency, and accessibility.While e-banking has empowered customers and reduced operational costs for banks, it has also introduced a new set of risks and challenges. These include cybersecurity threats, identity theft, data breaches, phishing attacks, service outages, and technical glitches, which can compromise sensitive financial information and erode customer trust. Moreover, regulatory compliance, technological adaptability, and digital literacy remain significant concerns for banks striving to ensure secure digital operations.

Demonetization, announced in India on November 8, 2016, marked a turning point for the country’s financial ecosystem, significantly influencing consumer behavior in retail banking. This paper examines the evolving E-Banking trends in India's retail banking sector, emphasizing the impact of demonetization on consumer adoption of digital financial services. The withdrawal of high-denomination currency notes disrupted cash-dependent transactions, compelling consumers and businesses to pivot towards electronic banking channels, including internet banking, mobile banking apps, and Unified Payments Interface (UPI) platforms. The study highlights key shifts in consumer preferences, such as the increased reliance on cashless payment systems, enhanced use of mobile wallets, and greater acceptance of online banking solutions for routine financial transactions. It also delves into the demographic variations in adoption, with urban users leading the digital transition and rural consumers progressively embracing E-Banking due to government-led initiatives and financial literacy campaigns. Using secondary data from government reports, industry surveys, and banking publications, the study highlights key shifts in consumer preferences, including increased use of cashless payments and mobile wallets. It also explores demographic differences, with urban consumers leading adoption while rural users gradually embrace digital banking through government initiatives and financial literacy campaigns. Additionally, the paper explores the challenges faced by consumers during this transition, including cybersecurity concerns, digital literacy gaps, and infrastructure limitations. It evaluates how these barriers were addressed through technological innovations, regulatory support, and the expansion of E-Banking services. The findings reveal that demonetization acted as a catalyst for the digital transformation of retail banking in India, fostering a shift in consumer behavior towards a more technology-driven and cashless economy. This transformation has laid a robust foundation for the future growth of E-Banking services.

Abstract The tension between freedom of choice of means of payment and the protection of financial security in the public sphere is becoming increasingly apparent in European Union law. The scales are tipping toward restricting freedom of choice in favor of strengthening security and the control of public authorities over financial flows. The article presents an analysis of the new European Union legislation and its legal implications for national laws and individuals. From 2027, the maximum amount of cash payments in EU countries will be €10,000, And transactions above this amount will have to be made exclusively in non-cash form. In addition, there will also be an obligation to verify the customers identity for cash transactions exceeding €3,000. The revolutionary change is the adoption of the validity of this rule also in the turnover of private persons, and not only with entrepreneurs. This means a forced increase in the scale of electronic money circulation and the need for Internet access without which it is not possible to use electronic banking or other payment applications. A fundamental question arises about the proportionality of restricting cash circulation in the context of the right not to use the Internet. Everyone should be free to decide how to use the network and the services available on it. The EU legislator does not seem to recognize the existing technical and economic difficulties in co mmunities experiencing digital exclusion. The purpose of the article will be to examine to what extent the principles of European law and the envisaged regulatory freedom of member states can possibly provide freedom of choice for noncash forms of payment without the use of the Internet.

Background: In Nepal, the growing reliance on electronic banking has increased the importance of ensuring security, efficiency, and responsiveness in service delivery. Hence, this study investigates how banking system security (BSS) and efficiency (EEF) influence perceived service quality (PSQ), with responsiveness (RES) as a mediating factor. Methods: A quantitative cross-sectional survey design was employed using primary data collected from 289 banking customers in Kathmandu metropolitan city together with three municipalities in the northern part of Kathmandu district. The constructs for BSS, EEF, RES, and PSQ were measured using validated scales from previous literature, and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test direct and mediating effects. Results: The findings reveal that banking system security significantly influences both responsiveness and perceived service quality. Efficiency positively affects responsiveness but does not directly impact perceived service quality. Responsiveness significantly enhances perceived service quality and mediates the effects of both banking system security and efficiency on perceived service quality, with stronger mediation observed for banking system security. Overall, banking system security emerges as the most influential predictor of perceived service quality. Conclusion: The study finds that security acts both as a direct assurance factor and an indirect experiential factor through responsiveness, while efficiency enhances service quality mainly when its benefits are reflected in responsiveness. For Nepalese banks, key strategies include ensuring visible security, embedding responsiveness into service design, and aligning efficiency with customer-facing outcomes. The findings advance SERVQUAL model by revealing the asymmetric roles of security and efficiency and confirming the mediating role of responsiveness in an emerging market context. Novelty: The research introduces a unified mediation framework integrating security, efficiency, responsiveness, and service quality. Moreover, by merging elements from multiple theories, the study offers a comprehensive model that deepens understanding of service quality in emerging economies.

This research looks on the performance of deposit money banks in Nigeria. This analysis used secondary data acquired from financial reports of the selected banks. The research used descriptive statistical techniques and a panel data estimation approach to examine the data gathered. The research disclosed that ATM has significant impact on banks profitability at a 5% significant level, POS has an advantageous benefit to bank profitability and is also statistically noteworthy, similarly, mobile banking has a beneficial influence on the profitability of the banks at a 5% significant level. The research shows that electronic banking has a major impact on the functioning of Nigerian deposit money institutions. The research consequently suggests that banks offer multiple offerings and services through Point of Sale (POS) and Mobile Banking (MB) in an effective, profitable, and economically feasible manner in order to further enhance their financial performance.

This research examines the impact of electronic banking services (ease of use, time savings, privacy, and security) on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbach's Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

The extent to which electronic banking services contribute to improving the quality of accounting information A field study of Libyan commercial banks operating in the municipalities of Al-Qubbah and Al-Abraq

One of the cashless transactions implemented by Islamic Commercial Banks in Indonesia is internet banking or Electronic Banking (e-banking). The purpose This study to examine the impact of the implementation of electronic banking (e-banking) on the financial performance of Islamic Commercial Banks in Indonesia. The population of this study consists of all Islamic Commercial Banks in Indonesia from 2013 to 2023. According to the Islamic Banking Statistical Data from the Financial Services Authority (Otoritas Jasa Keuangan) in 2013, there were 11 Islamic commercial banks in Indonesia. Due to mergers of several Islamic banks, this study obtained data from 6 Islamic commercial banks as samples. The research findings indicate that the implementation of Electronic Banking (EB) has a negative effect on Return on Assets (ROA). This result is suspected to be caused by the costs associated with electronic banking services, such as infrastructure, maintenance, and human resources, which require higher expenses compared to the revenue generated from internet banking services. Moreover, the increasing frequency of updates to electronic banking services could potentially lower the bank's profitability (ROA) due to the significant costs associated with updating devices, which in turn reduces income. Overall, the costs incurred by Islamic banks to provide internet banking services involve various large cost components, ranging from system development and maintenance to transaction costs, security, and Sharia compliance. The variables of SIZE, DEPOSIT, NPF, and OEOI have an impact on the performance of Islamic Commercial Banks in Indonesia.