Internet Banking Services Research Articles

E-SERVICESCAPE AND CUSTOMER PATRONAGE OF INTERNET BANKING IN DEPOSIT MONEY BANKS

This study was geared towards assessing the influence of e-servicescape on customer patronage of internet banking in deposit money banks. Its aim was to examine the influences of website aesthetic appeal, website usability, website security and website interactivity on customer patronage of internet banking services. Cross-sectional survey research design was adopted. The sampling technique adopted was purposive sampling, which facilitated data collection from 228 bank customers with internet banking experience through a structured questionnaire. The study adopted multiple linear regression method to statistically test the hypotheses of the study. Consequently, the study found that website usability, website security and website interactivity had significant positive influences on customer patronage of internet banking in deposit money banks, while the effect of website aesthetic appeal was found to be non-significant and negative. Therefore, the study made relevant practical implications and suggestions for further research.
 Keywords: E-Servicescape, Customer Patronage, Internet Banking, Deposit Money Banks, Website Aesthetic Appeal, Website Interactivity

The Effect of e-Service Quality Dimensions on Behavioral Intensions of Accountants: The moderating roles of Ease of use and Emotional benefits

Purpose: The purpose of this paper is to examine the relationships between two dimensions of electronic service quality influencing ease of use and emotional benefit in internet banking service quality, together with the subsequent effects on behavioral intention in Turkey. Methodology: Accountants who use internet the banking services of banks in Turkey completed a self-administered questionnaire. Data obtained from 206 accountants were analyzed using diverse data analysis approaches, including univariate analysis with descriptive statistics as well as multivariate analysis with correlation, regression, moderation analyses. Also, the initial results were tested using Partial Least Square (PLS) based Structural Equation Modeling (SEM) approach. Findings: The results revealed that Graphic Quality and Layout Clarity have a significant positive association with Behavioral Intentions, Ease of Use and Control and Emotional Benefit. Moreover, Ease of Use and Control is a significant moderator upon the relationship of Graphic Quality and Layout Clarity with Behavioral Intentions. Originality/value: This research uniquely investigates the subdimensions of the electronic service environment that influence the behavioral perceptions of accountants using internet banking services in Turkey, with outcome quality dimensions.

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.

Factors Affecting the Adoption and Use of Internet Banking In Tanzania

This paper evaluates the use of Internet banking services in Tanzania. In surveying and evaluating selected bank websites in Tanzania, factors that affect the adoption and usage of Internet banking have been identified. The respondents were drawn from six (6) Banks in Arusha City using convenient and judgmental sampling. 284 surveyed questionnaires were distributed with five (5) instruments and nineteen (19) measurement items; only 275 were completed and collected for further analysis. The population of this study focused on potential bank customers who were internet users. Judgment and convenient sampling were employed to provide the information required. Data was analyzed using a combination of Web Assessment Index and the Structural Equation Model (SEM) method. The findings from surveyed bank websites and SEM show that ease of use, service quality, trust and transactional factors significantly affect the use of internet banking. The obtained findings provide useful insight for bank managers in developing appropriate marketing strategies to meet customer satisfaction and will assist both practitioners and academicians in doing future empirical research to understand better common factors for both users and banks as all of them are key players in the success of internet banking services.

Factors influence user’s intention to continue use of e-banking during COVID-19 pandemic: the nexus between self-determination and expectation confirmation model

PurposeInternet banking services are proven to be much advantageous and convenient during COVID-19 pandemic. However, vibrant networking designs and dynamic changes in software development have made these services bit complex. Thus, the current study seeks to investigate Internet banking user continuance intention with factors underpinning self-determination theory (SDT) and expectation confirmation model (ECM) theory. The moderating role of image is studied between user intention to continue use of Internet banking and intention to recommend Internet banking service in social networks during COVID-19 pandemic.Design/methodology/approachThe quantitative research approach is applied and data collected through a research survey. For inferential analysis, 360 responses were collected from active Internet banking users. The integrated information system model was empirically tested using structural equation modeling (SEM) approach.FindingsFindings indicate that integrated IS research model has substantial explanatory power, i.e. 57.8% to predict continuance intention of Internet banking users. Within integrated research model, intrinsic regulation was found the most influential factor in order to determine Internet banking user continuance intention. Beside two theories integration, this study confirmed that the relationship between user continuance intention and intention to recommend Internet banking is moderated by image.Practical implicationsThe fundamental contribution of this study is the integration of technological and motivational factors in Internet banking user continuance intention context. Theoretically, integration of both theories ECM and SDT in technology continuance intention context will enrich the emerging e-commerce literature. Concerning with managerial implications, intrinsic regulation was identified as an important factor among other factors. Therefore, managers and software developers need to understand user’s intrinsic motivational factors in order to boost continuance intention of Internet banking users. It is also suggested that managers and marketing personnel should pay special attention to create a positive image of Internet banking services among Internet banking users.Originality/valueWithin information system literature the concept of user continuance intention has yet to be examined especially in Internet banking context. Thus, current research fills research gap and proposes an integrated technology motivational framework that combines motivational factors and technology factors altogether to investigate Internet banking user continuance behavior.

Measuring Internet banking service quality: an empirical evidence

PurposeThis study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.Design/methodology/approachThe methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).FindingsThe results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.Research limitations/implicationsThe results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.Practical implicationsThis study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.Originality/valueThe contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.

Evolution of customer satisfaction in the e-banking service industry

Since several commercial activities such as banking, shopping, transfers, and payments had been conducted online, many banks in Cambodia provided e-banking services to their customers to support these activities. Meanwhile, if the banks could provide such e-banking services to satisfy their customers’ needs, they could maintain their customers and profits. Thus, finding the main factors influencing customer satisfaction in the e-banking service industry is significant. Therefore, the objective of this paper is to investigate how customer satisfaction develops through examining the impacts of perceived risk (financial risk and performance risk) and perceived value on customer satisfaction in the e-banking. This study applied convenience sampling to get data from the respondents at convenient locations (near banks, markets, supermarkets, universities, and workplaces). 700 respondents who were currently using mobile banking or internet banking services at either commercial or retail banks in Cambodia were invited to fill in the questionnaires. In addition, the results of this study were generated through structural equation model (SEM) analysis based on 546 valid responses. The results revealed that perceived value was mainly influenced by performance risk, whereas financial risk did not significantly affect perceived value. Finally, perceived value and performance risk significantly influenced customer satisfaction, except financial risk. In addition, despite both perceived value and performance risk significantly influencing customer satisfaction, promoting customer satisfaction through increasing perceived value was far more effective than minimizing performance risk.

Security Risk Assessment and Prevention Methods of E-Banking, (A Case Study of Senegal)

The new information technologies have become an important factor in the financial services sector and with the advent of electronic technologies, electronic banking has become an important element in almost every business. The banking sector is one of the most significant developments in this area. The e-banking has become popular because of its convenience and flexibility, and also transaction related benefits like speed, efficiency, accessibility, etc. In recent years many Senegalese banks have started to offer internet banking services to their customers. Electronic banking systems provide them with easy access to banking services. However, the electronic banking systems have associated information security threats and risks. Electronic banking, security threats and risks that impact both the banks and the banking customers. The purpose of our research is to study the potential risks of e-banking in Senegal, evaluate the risks, and then put forward prevention plans. Based on detailed literature review, a research model was developed. A qualitative research approach was used to get better understanding of these issues. The empirical data were collected from the residents of Senegal by using questionnaires. Data analyses were done in accordance with the research questions and research model. Finally, the results from respondent data and conclusion were drawn by answering the research questions. Keywords: Electronic Banking, Security, Risks, Senegal, safety. DOI: 10.7176/JIEA/12-1-01 Publication date: March 31 st 2022

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.

Satisfaction Level of Customers in Demographic Variables in Public Sector Banks

The aim of our study is to look at the impact of various demographic parameters on Internet banking service excellence, client value, fulfillment, and trust. Increased competition and the emergence of financial liberalization-driven technology are pushing significant changes in the way Indian banks operate and provide services to their consumers. Banks are rapidly going into a new era of fantastic technological banking in order to ensure functional excellence and improved consumer loyalty. Because using technology to provide banking services costs money and time, it's vital to assess whether technological advancements genuinely improve client satisfaction. The aim of our study is to look at the effect of demographic factors on several determinants of consumer satisfaction in the Indian banking industry, as well as their relationship to service quality, value, and overall performance in electronic banking. In Thiruvananthapuram district, Kerala, India, a customer survey (N=290) of Indian public sector banks such as UDC Bank, Indian Bank, and Indian Overseas Bank gathered the required data. According to the data, consumers with a higher level of education and revenue who utilize Internet banking for a large portion of their financial requirements and have done so for a longer period appear to have a higher level of satisfaction. Customers' evaluations of the efficiency, value, satisfaction, and loyalty component of internet banking service were used to determine gender and age.

PERLINDUNGAN HUKUM NASABAH BANK PENGGUNA LAYANAN INTERNET BANKING DITINJAU DARI UNDANG-UNDANG NOMOR 8 TAHUN 1999 TENTANG PERLINDUNGAN KONSUMEN

The formulation of the problem in this research are: 1. What is the form of legal protection for bank customers using internet banking services, 2. How to fulfill the rights and obligations of bank customers who are harmed by internet banking service users. The purpose of this research is to find out the legal protection for bank customers who are harmed due to errors in the bank system. This research is a type of normative legal research which is a systematic study of law. The type of data used is through literature study in the form of books, laws and regulations, documents and so on. Analysis of the data used is content analysis, then the data is presented descriptively.

Pengaruh Fasilitas Layanan Internet Banking Dan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia Kantor Cabang Tangerang

This research aims to determine the effect of internet banking and mobile banking service facilities on customer satisfaction at Indonesia Islamic Bank Tangerang branch office. This type of research is field research with a quantitative, the data collection technique used in this research is the questionnaire data collection method. The population in this study were 500 customers using internet banking and mobile banking, and the sample in this study was 85 respondents using random sampling. The results showed that based on the partial t test, there is a significant effect of internet banking service facilities on customer satisfaction and has a positive relationship. And there is a significant effect of mobile banking on customer satisfaction and has a positive relationship. And based on the simultaneous F test, there is a significant effect of internet banking and mobile banking service facilities on customer satisfaction with an F count of 128.777 with a significance value of F of 0.000. And based on the R test determination of 75.9% the ability of the independent variables to explain the variance of the dependent variable.

INTERNET BANKING AND FINANCIAL INTERMEDIATION IN THE NIGERIAN BANKING INDUSTRY

The acceptance and deployment of internet banking service is expected to improve financial intermediation banking system by reducing cost of transactions, enhancing liquidity and increased financial intermediation. However, this is a far cry to what is being experienced in the Nigerian banking industry, as credit flow from banks have been on the decline. It has been revealed that the total credit from banks to the economy recorded a decline of #135.8bn from #15.74tn at the end of the fourth quarter of last year to #15.6tn in the first three months of 2020. These revelations suggest that Nigeria’s economic growth trajectory has been diminutive, as individuals have found it difficult to have access for either start-up or expansion of their businesses from banks. On this premise, this study was carried out to investigate the effect of internet banking on financial intermediation. In a clear departure from existing literature, the study factored in the moderating effects of interest rate and cash reserve ratio, which hitherto has been identified as key impediments to bank intermediation. Data was collected from 2009 to 2020 on monthly bases from the Central Bank of Nigeria (CBN) for the variables; financial intermediation (measured as ratio of currency outside banks to broad money supply), interest rate, cash reserve ratio and internet banking service for all commercial banks in Nigeria. Linear Regression models were formulated to achieve the stated objectives. Findings revealed that internet banking service has a negative insignificant effect on financial intermediation, the interaction between internet banking and interest rate has a positive insignificant effect on financial intermediation while the interaction between internet banking and cash reserve ratio has a negative insignificant effect on financial intermediation. It was recommended among others that the Central bank of Nigeria should make efforts to alleviate the cost of internet banking borne by banks. This will certainly reduce the burden on banks and make more money available for intermediation.

Transforming savings and credit cooperatives societies in Kenya using mobile technology services

This paper investigated the effect of mobile technologies services on performance of deposit-taking savings and credit cooperative societies (SACCOs) in Kenya. The study was guided by three objectives namely: to determine the effect of mobile banking, internet banking and mobile communication services on performance of deposit-taking SACCOs in Kenya. The study adopted positivism philosophy and was based on combination of both descriptive and explanatory research designs. The study used a sample of 86 deposit-taking SACCOs drawn from a target population of 110 deposit-taking SACCOs that were licensed as at 31st December 2011. Inferential analysis based on multiple linear regression model revealed the existence of statistically significant positive effect of mobile banking, internet banking and mobile communication services on performance of deposit-taking SACCOs in Kenya. The study therefore recommends investments and increased utilisation of these mobile technology services to enhance both financial and non-financial performance of the SACCO sector.

The impact of perceived value factors on customers's trust and loyalty for internet banking service

This study identifies factors that affect the perceived value of users of Internet Banking services and the degree of influence of factors in the research theory model on trust and loyalty in the period from 2019 to 2020. The model is tested with 420 random customers who live in Ho Chi Minh City continuously for 6 months or more, have at least one bank account and make at least one monthly transaction through online banking. During the conduct of the research, which occurred simultaneously with the fourth outbreak of the Covid-19 epidemic in Vietnam, most of the livelihoods of many households were severely affected by the production shutdown, the reduction of working hours as well as the diversion to online working from home. During that time, in order to promote the maintenance of transactions, the government encouraged non-cash payment. This factor has made the online banking industry a potential market for development and competition among service providers. This research paper aims to support the bank's administrators in designing policies and developing online banking products and services in accordance with the actual needs of customers. The results of the study showed that the factors of performance value, convenience value, monetary value, emotional value and brand integration value together have a positive impact on the perceived value of customers of Internet Banking services. In addition, perceived value and trust have a positive impact on the loyalty of customers using online banking services. In particular, perceived value has a much more positive impact.

An insight into internet banking services by university students in Bangladesh

An insight into internet banking services by university students in Bangladesh

An Analysis of the Impact of Online Banking on Customer Satisfaction in Commercial Banks Based on the TRA Model (A Case Study of Stanbic Bank Lusaka Main Branch)

The convenience, easy access, and acceptable means of transacting in the customers day-to-day business operations is making more banks’ customers satisfied with their service delivery. However, about 65% of Stanbic bank’s customers do not use the bank’s internet banking services and are dissatisfied with the bank’s customer service delivery. This study analyzed the impact of online banking on customer satisfaction in commercial banks based on the TRA model using Stanbic Bank as a case study. This study employed the cross-sectional study design conducted at Stanbic Bank’s headquarters in Lusaka district targeting bank customers. The sample size for the study was 196. Stratified Sampling was employed, respondents were selected by circular systematic random sampling, and a questionnaire was used to collect data. Kendall’s tau-b correlation was used to determine the relationship between online banking and customer satisfaction of banking services. Binary logistic regression was used to determine the influence of online banking on the outcome variable (customer satisfaction). A weak positive correlation between the use of online banking and customer satisfaction was established [(τb = .169, p = .012)]. Interacting gender of “being male”, having secondary education or below, negative behavioral belief, negative attitude, negative behavioral intention, and none usage of online banking reduces customer satisfaction [(p = .046); (CI: 95%)], [(p = .039); (CI: 95%)], [(p = .019); (CI: 95%)], [(p = .018); (CI: 95%)], [(p = .036); (CI: 95%)] respectively. Therefore, in the quest increase to increase customer satisfaction, the bank needs to consider these parameters in their strategic planning if it is to maintain or grow its customer base.

Acceptability of Digital Payment System Throughout Covid-19 Pandemic in Bangladesh: a Comparative Study Between Pre-pandemic and Post-pandemic Period

The COVID-19 pandemic extensively affects the world, particularly consumer payment patterns. Since, the lack of physical contact during the COVID-19 pandemic era, consumers' need for a substitute spending pattern has increased. People are required to utilize debit cards, credit cards, internet banking, and other mobile banking services as an alternative to physical transactions when they buy products online and make virtual payments. 2019 is known as a pre-pandemic period, therefore the study intends to scrutinize the impact of the COVID-19 pandemic on the use of digital payment methods in Bangladesh. This paper has focused to analyze the average amounts of transactions of each payment method that occurred during the pre-pandemic and post-pandemic eras (2019-2021). The result of the study confirmed an insignificant impact of the COVID-19 pandemic on the use of digital payment methods in Bangladesh.

ИССЛЕДОВАНИЯ ПОТРЕБИТЕЛЬСКОГО ПОВЕДЕНИЯ НА РЫНКЕ УСЛУГ ИНТЕРНЕТ-БАНКОВ

The article describes the basics of research conducted in Russia on consumer behavior in the market of Internet banking services. The author considers the change in the model of consumer behavior, which is caused by the processes of digitalization of the economy of the Russian Federation that are actively taking place at the present time. The role of need as the main factor in the formation of consumer behavior in the field of Internet banking services is emphasized, and the factors that negatively affect the consumption of Internet banking services in the direction of their reduction are identified. The given statistics on the use of Internet banking services by Russian consumers allows the author to draw appropriate conclusions, compare the existing demand for the services offered.

Analysis of Role of Cloud Computing in Providing Internet Banking Services: Case Study Bank Melli Iran

In this paper, the cloud-computing model proposed by Davis has been used to explain the main parameters of cloud computing by the use of information systems. This paper investigates influential factors in decision to use cloud computing among employees of the national bank information technology organization based on the cloud-computing model. To analyze and investigate the use of cloud computing in national bank services, the designed questionnaire was distributed among 230 experts and acquainted with the information technology industry in the national bank information technology organization; which resulted in the questionnaire’s Cronbach's alpha 0.84. After conducting exploratory and confirmatory factor analysis with regard to analytical coefficients, utility factors were proved to have the most critical influence on the decision of using cloud computing in the electronic banking system. The findings of this research can be considered as guidelines used by national bank managers to employ cloud computing technology.