Internet Banking Services Research Articles

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19

PurposeThe main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.Design/methodology/approachTo examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.FindingsIt is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.Practical implicationsThis research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.Originality/valueThe research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.

Bentuk Perlindungan Hukum Terhadap Nasabah Bank Pengguna Layanan Internet Banking Menurut Undang-Undang Nomor 8 Tahun 1999 Tentang Perlindungan Konsumen

Internet Banking services in addition to providing convenience but also providing risks, there are various modes of fraud by utilizing the Internet and system failures, so that legal protection for customers can not be guaranteed, the rights and obligations of customers tend to be unclear which in turn results in problems arising from internet banking transactions. cannot be resolved properly, even sexing customers are on the disadvantaged side.So this study aims to find out how the legal protection and liability provided by the bank to customers using internet banking services in terms of Law No. 8 of 1999 concerning Consumer Protection.By using a normative juridical research method, the problem approach used is the law approach and uses secondary legal materials.The results obtained from this study are that although there are no laws and regulations that specifically regulate internet banking, in a positive legal order in Indonesia there are laws and regulations that can provide legal protection for customers who use Internet banking services, namely the Act. Law Number 8 of 1999 concerning Consumer Protection. The implementation of customer protection for internet banking service users starts from the aspect of transparency of internet banking product information, the security aspect of internet banking technology, and the aspect of the bank's responsibility for losses. However, if the bank acts against the law, the customer can file a lawsuit to the district court by proving that the bank has committed an unlawful act as stated in article 1365 of the Civil Code..
 Keyword: Law number 8 of 1999 concerning Consumer Protection, Internet Banking, Internet Banking Users

Asas kebebasan berkontrak dan perlindungan konsumen dalam kontrak baku pada internet banking

For customers, internet banking service facilities provide the advantage of being able to make online payments. Internet banking also provides accommodation for banking activities through computer networks anytime and anywhere quickly, easily, and safely because it is supported by a strong security system, especially for those who are always busy managing their finances. As for the formulation of the problem in this paper, how is the use of the principle of freedom of contract in standard contracts on internet banking seen from the point of view of Law Number 8 of 1999 concerning consumer protection and what is the legal protection for internet banking users for the contents of the standard contract? The result of this research is that the standard agreement on internet banking in its contents must be in accordance with the legal bases and articles that have been regulated in Law Number 8 of 1999 concerning Consumer Protection, where the agreement is not allowed if it harms the party implementing the agreement standard which in this case is a customer or debtor and the Bank is responsible for carrying out all obligations contained in the Banking Act, also in the Consumer Protection Act. The bank is also responsible for losses suffered by customers, whether they arise due to system errors or due to errors made by bank officers. A bank can only be released from its responsibilities after fulfilling its performance and paying compensation to the customer, or if the loss is due to the customer's fault or due to a compelling situation.How to cite item: Janitra, S., Ghufron Az, M., Wisnuwardhani, D. (2021). Asas kebebasan berkontrak dan perlindungan konsumen dalam kontrak baku pada internet banking. Jurnal Cakrawala Hukum, 12(3), 334-343. doi:https://doi.org/10.26905/idjch.v12i3.7361.

Study on Internet Banking Services of Commercial Banks in Nepal

Most of the banks and financial institutions of Nepal have been moving towards the e-Banking system as all of them want to increase customer satisfaction and relationship (especially in terms of time), scope, and transaction facilities. The scope of this study is to analyze different Internet banking services and their parameters provided by commercial of Nepal.
 The study used a questionnaire by using Google Form, which was provided to the respondents in their email addresses for primary data collection. A sample of four respondent’s banks, from 27 banks(Nepal Rasta Bank 2021) and different 18 attributes were taken to analyze their performance.
 The comparative study is done by analyzing different Internet banking services and their parameters provided by commercial banks such as Transaction-Intra and Interbank, Merchant tie-up, Wallet Support, Utility payment, Transaction cost, Transaction Limit, and IPS connectivity by using bar charts analysis.
 The study shows that there are no single parameters that can be used to compare the services. Thus, the model of study proposed here is helpful for the comparison of services of financial institutions. Further, the model can be implemented to compare any kind of services in any service-oriented organizations.

Customers’ Perceived Risk and Attitude towards Adoption of the Digital Banking Services

Extensive use of technology in the banking sector has redefined the role of a modern banker and banks are not mere purveyors of credit but providers of a number of hi-tech services at the doorsteps of customers anytime, anywhere, and anyhow. The banking industry is currently witnessing healthy competition to adopt new technology. With the advent of Information Technology and its massive application in banking, the delivery of banking services has become more electronic and online. The demand for internet banking (IB) is necessitated by the growing e-commerce transactions and the paradigm shift in banking led by technology. From the perspective of both users and providers‘, IB is cost-effective, quick, and convenient. IB as a medium of delivering banking services is gaining acceptance from customers and is fast catching up in India particularly in Kerala with almost all the banks offering IB services to their customers. Customers are realizing the comfort of accessing banking services from home and as a result, a number of bank customers have already adopted IB or are on the threshold of adopting it. At the same time, we cannot ignore the various kinds of risks hidden in the IB services. Not only the technological factor but also the social, demographic, and even geographical factors also influence us for being digital.
 As a result of the currency demonetization from 8th November 2016, the demand for digital banking services has been increased. This is mainly because of the unexpected financial crisis that emerged due to currency demonetization. So it led to a new digital revolution in the field of the banking industry. Comparing to conventional banking services digital banking will provide a different experience to its customers. As a result of currency demonetization, many of the consumers were forced to adopt digital banking services. Hence this descriptive study is trying to reveal the great risk perceived by the banking customers in the banking services and the wild adoption of digital banking as a result of currency demonetization by taking samples from state bank of India and Kerala Gramin bank customers. This study sheds light on different aspects of consumers’ perceived risk to analyze the influence of total perceived risk and consumers’ willingness to embrace innovation on digital banking services adoption.

Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model

Purpose The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention. Design/methodology/approach The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used. Findings Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention. Practical implications The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services. Originality/value The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

Growth and Factors Affecting the Uses of e-banking Services in India

The banking sectors and bankers have started using advanced technology to deliver banking services. In the e-banking, banks are using modern technology for banking activities and operations to provide good quality of services to their customers. This study is based on primary as well as secondary data. A five-point likert scale was used as a quantitative measure to understand consumer’s perception and factor affecting uses of e-banking services. The study found that, the uses of e-banking services like mobile banking, credit card facility and internet banking services are becoming popular in recent period and the comfortable level is higher with the ATM and debit card facility whereas customers are not comfortable while using internet banking services. The major reasons for less use of e-banking services are connectivity problem, less number of ATMs and ignorance of staff members. So, there is a need to increase infrastructure facilities and financial institutions should take initiatives for staff training and awareness related activities to increase uses of e-banking services.

An Empirical Study of User Acceptance Behaviours of Internet Banking in Tunisia Using UTAUT2 Model

The conceptual model proposed was based on the extended unified theory of acceptance and use of technology (UTAUT2). The proposed model was empirically tested using survey data provided by 203 respondents and was analyzed using a structural equation model (SEM). The analysis results indicated that performance expectancy, effort expectancy, social influence, and facilitating conditions show a significant positive impact on the users' behavioural intention to use internet banking services. However, price value, hedonic motivation, and habit do not positively influence the behavioural intention. This study offers Tunisian banks some guidelines to develop strategies and to improve their services in order to increase the adoption of mobile banking by their customers.

Effects Of Perceived Risk And Bank Reputation Through Online Trust On The Use Of Internet Banking Services

Success in online banking services relies on customers’ trust. While other studies have examined factors affecting online trust, few have researched on the effects of their perceived risk and their perceived bank reputation on the use of Internet banking services through online trust. The current study attempts to fill this gap. Specifically, we analyzed (1) the extent to which the perceived risk and the bank reputation affect the use of Internet banking services through online trust, and (2) the extent to which the bank reputation affects the perceived risk. 416 samples of the Internet banking users returned their questionnaires. The model was assessed and verified using the confirmatory factor analysis (CFA) and the structural equation modeling (SEM). The analysis confirmed the significant effects of the perceived risk and the bank reputation on the use of the services through online trust, yet, the effect of the bank reputation on the perceived risk was not significant. In addition to extending theoretical insights into the Internet banking users’ online trust is significantly explained by both of the perceived risk and the bank reputation.

Examining the Effect of E-Banking Services on Customer Satisfaction in Deposit Money Banks in Adamawa State Capital, Nigeria

This study examined the effect of e-banking services on customer satisfaction in deposit money banks in Adamawa State capital. Three deposit money banks (First Bank, Guaranty Trust Bank, and United Bank for Africa) operating in Yola were selected for this study. The independent variable is e-banking services that are represented by Internet banking, Automated Teller Machine Service (ATM), Short Message Service (SMS) banking, and mobile banking. The convenience sampling technique was used to select 150 customers of the three sampled banks. 150 Questionnaires were distributed to the respondents where 115 were found valid and used for analysis purposes. With the aid of the statistical package for social sciences (SPSS) version 20, the data were analyzed using descriptive statistics, correlation, and multiple regression. From the regression result, internet banking and ATM service have a significant positive effect on customer satisfaction in the selected deposit money banks in Adamawa State capital. But SMS banking has an insignificant positive effect on customer satisfaction, while mobile banking has an insignificant negative effect on customer satisfaction of the sampled banks. Hence, the study recommends that management of deposit money banks in Nigeria, specifically in Adamawa State capital (Yola) should do everything possible to ensure that internet banking and ATM service are in addition provided to customers effectively.

E-RUPI: A Purpose Specific Digital Voucher

e-RUPI is an advanced online resolution that has been launched by the National Payments Corporation of India (NPCI) in collaboration with the Department of Financial Services, Ministry of Health and Family Welfare, National Health Authority, and partner banks. It is just like a prepaid voucher that can be used by users to redeem an amount without a card, online payment application, or without accessing internet banking services. The present learning has explored the existing literature and aimed to discuss the merits and demerits of this emerging prepaid voucher, in the period of the COVID-19 pandemic. It has been found that the e-RUPI initiative of the Modi government will be fruitful for the beneficiaries as they will receive a direct benefit. It will be reliable and secure for both companies and customers. It suffers from ICT-related risks such as cyber fraud, hacking, lack of efficiency, and attitude of people towards adoption of this new resolution.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.

Customers’ Intentions to Switch to Internet-Only Banks: Perspective of the Push-Pull-Mooring Model

The advent of fintech is blowing a new wind into the financial industry. New business models have been created and consumers’ access to financial services is higher than ever. Internet-only banks based on advanced information technologies have emerged as a leader in the fintech industry, and these banks are fiercely competing with large banks using internet banking as a weapon to attract new customers. The purpose of this study is to explore the factors that influence customers’ intention to switch to internet-only banking services from traditional internet banking services in Korea. To this end, a research model was developed based on the push-pull-mooring model (PPM), which is a migration theory. The research model was analyzed using partial least squares structural equation modeling (PLS-SEM). The findings will provide the practitioners of the new internet-only bank with strategic guidance for attracting new customers and help practitioners of traditional banks to retain current customers.

Acceptance of Internet Banking in Tunisian Banks

The purpose of this study is to examine the factors which affect internet banking adoption acceptance in Tunisian banks by using the modified unified theory of acceptance and use of technology (UTAUT) model by adding attitude, trust, perceived risk, and perceived internet banking services quality. The proposed model was empirically tested using survey data provided by 203 respondents and was analyzed using a structural equation model (SEM). The analysis results indicated that performance expectancy, attitude, facilitating conditions, social influence, and perceived internet banking services quality show a significant positive impact on the users' behavioural intention to use internet banking services. This study contributes to the literature by providing a new research model for understanding internet banking adoption in Tunisia, and its findings provide useful guidelines to develop strategies and to improve their services in order to increase the adoption of mobile banking by their customers.

Serviços bancários online: análise e avaliação por parte dos clientes bancários angolanos

Electronic banking constitutes one of the main vehicle of communication with clients, promoting a greater efficiency and speed in a large set of operations. This study analyzes a total of 395 responses from a survey of bank customers. A descriptive analysis of the results was performed and the Factor Analysis Main Components Analysis was subsequently used to identify two factors responsible for 68,35% of the total variance explained in factor analysis: the importance of using the Internet and its access and ease of using of digital media. The main aim of this paper is to contribute with suggestions to encourage the use of remote channels, so that the Internet Banking service is the preferred channel of communication between banks and customers, to the detriment of their physical presence at the branches. The results evidence that banks should make a greater promotion of the use of Internet Banking, as there is a receptive market for that.

Enhanced Security Framework for Internet Banking Services

This research, Enhanced Security Framework for Internet Banking Services is aimed at developing a suitable framework, a system based on consolidating two algorithms, improved RSA with LSB steganography capable of providing secure transmission of customer Internet banking credentials as this is imperative since the online transactions are carried out using public networks that are vulnerable to varying forms of cyber threats and attacks on data confidentiality, integrity and authenticity. In conducting this research, a thorough analysis of the existing banking system used by most banks such as First bank, Stanbic IBTC and UBA, the FINACLE 10.8 and intellect(TM) PRIVACY security system used by POLARIS bank was carried out in order to ascertain the existing security features while at the same time, reviewing the existing, current Internet banking security models in a bid to concretely establish the gaps filled by this research. The data gathered for this research were collected using the key informant interview method (KIIM), visiting banks IT unit and observation of operational procedures and other technicalities as regards Internet security. Lecture notes, newsletters and journal articles relating to Internet banking security were thoroughly reviewed. It was however found that the existing applications were unable to stop offline credential stealing attacks, were also vulnerable to malicious attacks when credentials are stored on customer PCs. Hence, the use of steganography in this research to consolidate cryptographic algorithms (beginning from the use of PKI-cards on card readers). In building the system, the OOAD approach was used with tools such as Class Diagram, Sequence Diagram, DFDs, and UML use cases to capture the system functionalities in a bid to come up with a successful design. MATLAB R2015a was used to process images imported from JAVA platform and analysis carried out on five (5) standard gray USC-SIPI images of size 512 × 512tiff formats as data sets selected to conceal customer data after encryption by the RSA technique yielding very high PSNR and very low MSE values as required for a secure credential transmission.

The Effect of E-service Quality on Loyalty through Trust and Satisfaction for Internet Banking Customers at PT Bank Central Asia, Tbk in Surabaya, Indonesia

The banking industry sector continues to play a role in economic activity and is required to always have the best innovation, and play an important role in economic development efforts. With the ease of transactions and supported by technology advances, internet banking services are the right solution to support today's transactional business activities. The purpose of this research is to study and analyze the effect of e-services quality on loyalty through trust and satisfaction for internet banking users of PT. Bank Central Asia, Tbk in Surabaya. The data collection tool used in this study is a survey method by distributing questionnaires to customers of PT Bank Central Asia, Tbk using internet banking services. This study used a research sample of 150 respondents who were classified based on predetermined variables. The data analysis technique used is SEM and uses LISREL as a data processing tool. The results of this study indicate that e-service quality has a significant effect on trust and satisfaction. Besides, the satisfaction has a positive effect on loyalty to customers of internet banking users of PT. Bank Central Asia, Tbk in Surabaya.

The Mediating Role of Employee Innovativeness on the Nexus between Internet Banking and Employee Performance: Evidence from the Republic of Congo

In recent years, banks have begun to realize the importance of Internet banking services and their connection with the banking sector. The main purpose of this article was to find the mediating role of employee innovativeness in the relationship between Internet banking and employee performance of certain banks in the Republic of Congo. A 350-sample size was considered, and a partial least square and structural model equation was used for data analysis. The research results suggested that Internet banking positively affects employee performance and employee innovativeness. They also confirmed that employee innovativeness partially mediates the relationship between Internet banking and employee performance. The theoretical model was built based on Diffusion of Innovation (DOI) Theory, Job Demands-Resources (JD-R) Model, Absorptive Capacity Theory (ACT), and Resource-Based View Theory. This work makes a more accurate contribution to the literature on Internet banking and employee performance. The study further provided recommendations and suggests directions for future studies.

Toward A Model For The Acceptance Of Internet Banking In An Emerging Market

Vietnam has the concrete socio – eco characteristics as low General Domestic Product (GDP) per capita, not high people’s education level, undeveloped information infrastructure and long – standing consumers’ habit of cash, etc…However, given its enormous market opportunities and intensified competition, Vietnam is mentioned as a fast – growing emerging market offering great chances to advance practices in accepting developed services. The study’s aim is to find factors affecting to customer’s intention in using internet banking of Vietnamese, which results propose recommendations to managers of motivating customer intension as well as improving internet banking services. The study integrates the technology acceptance model and theory of planned behavior with an additional construct called customer service to be suitable with conditions of Vietnam. The findings support that the intention to adopt internet banking in Vietnam emerging economy are predicted by 6 factors, namely perceived ease to use, perceived usefulness, customer service, customer satisfaction, subjective norm and perceived behavior control, wherein subjective norm, perceived behavior control and customer satisfaction were the strong – influencing indicators of adopting internet banking. The study’s results show that the proposed model has a good explanatory power and confirms its robustness in predicting customers' intentions to adopt Internet banking. The study broadens and deepens understandings of factors contributing to the development of internet banking, especially for an emerging country such as Vietnam.