Internet Banking Technology Research Articles

Pengaruh Teknologi Informasi, Risiko, Dan Handling Complaint Terhadap Minat Nasabah BSI Kota Palangka Raya Dalam Menggunakan Internet Banking

This research responds to the development of Internet Banking technology in the banking sector. Internet banking has become an integral part of financial institutions; however, risks and handling complaints about services can influence customer interest. The research aims to analyze the influence of information technology, risk, and complaint handling on the interest of BSI customers in Palangka Raya City in using Internet Banking, both partially and simultaneously. The research method is quantitative with a survey type, involving 96 respondents determined by the lemeshow formula. Data were collected through a questionnaire, and the analysis was conducted with prerequisite tests (normality, multicollinearity, and heteroskedasticity) and using multiple linear regression analysis, T-test, F-test, and coefficient of determination in SPSS 26. The research results show that information technology and risk partially have a positive and significant effect on customer interest in using internet banking, while handling complaints do not have a significant partial effect. The F-test indicates that simultaneously information technology, risk, and complaint handling are significant for customer interest. The coefficient of determination of 0.514 shows how well these three variables explain the variation in customer interest in using internet banking.

Faktor-faktor yang Mempengaruhi Profitabilitas Bank Syariah di Asia Pasifik Tahun 2010-2016

The purpose of this study is to examine the impact of several factors, namely Capital Adequacy Ratio (CAR), Bank Size, Technology (Internet Banking), and Gross Domestic Product (GDP) on the profitability or Return On Asset (ROA) of Islamic banks operating in the Asia Pacific region between 2010-2016. The sample consists of six Islamic banks located in this region. Data for the variables "Capital Adequacy Ratio" and "Bank Size" were obtained from the annual financial statements provided by the six banks. The variable "Technology" was measured using dummy variables, while the data for the variable "Gross Domestic Product" was obtained from the financial statements of each country. The Ordinary Least Square method was used in Eviews 8 software for analysis. The results show that only the Bank Size variable shows a significant positive effect on ROA with a significance value of 0.0000. In contrast, CAR has a coefficient value of 0.1085, indicating no significant impact on ROA. Similarly, Internet Banking technology and GDP show insignificant coefficients with values of 0.6561 and 0.3057 respectively. Furthermore, when considering the four factors simultaneously - CAR, Bank Size, Technology (Internet Banking), and GDP - it can be concluded that the four factors jointly exert an influence on ROA based on the F-calculated value that exceeds the F-table i.e. 5.569962 > 2.626052285, which is supported by the probability value that is smaller than α = 0.05 i.e. 0.000127 < α = 0.05. The adjusted R-squared value is determined to be around 50%, which indicates that about half of the variation in Return On Assets can be explained by variations in Capital Adequacy Ratio (CAR), Bank Size, Technology (Internet banking), and Gross Domestic Product (GDP).

Effect of Internet Banking Technology on Loan Performance of Deposit-Taking SACCOs in Mombasa County, Kenya

Financial institutions are now able to become more efficient while also putting the needs of the client first, thanks to technological advancements in the digital financial sector. By focusing on determining the impact of internet banking technology on loan performance in DT SACCOs in Mombasa County, this study examined the impact of digital financial innovations on the loan performance of DT SACCOs in Mombasa County. The importance of financial innovation adoption by financial services industry participants was highlighted by prior research findings. To identify the research gaps forming the basis for the study, the diffusion of innovation theory, theory, and the literature of such studies was reviewed. A descriptive research design was adopted for the study. The research sample consisted of 70 respondents drawn from the board of management and staff of the six deposit-taking SACCOs in Mombasa County. Of the 70 questionnaires, 63 were completed and returned representing 90% response rate. The findings show that the majority of respondents believe that internet banking technology (mean: 4.18) has a substantial effect on loan performance in DT SACCOs in Mombasa. The results of the regression analysis and hypothesis testing indicate that when digital financial innovations are implemented in the loaning procedures and processes, DT SACCOs' loan performance increases. The study recommends that DT SACCOs should consider internet banking technology, given that the financial sector is moving toward a digital environment if they want to improve the performance of their loan portfolio.

Strategic Adoption of Technological Innovations on Competitive Advantage of Commercial Banks in Kenya

The current study sought to establish the relationship between strategic adoption of technological innovations and competitive advantage of commercial banks in Kenya. Specific objectives were to establish the influence of E-Money transfer technologies, telephone banking technologies, internet banking technology and internal controls on competitive advantage of Commercial Banks in Kenya. Theories adopted include: Resource-Based View Theory, Innovation diffusion theory, Competitive advantage theory and Disruptive Innovation Theory. The study design employed was descriptive research design. The target population comprised of 43 commercial banks operating in Kenya where the unit of analysis comprised of 1 Branch Manager, 1 Head of Customer Service, 1 Head of IT Support and 2 Relationship officers from each bank making a total of 215 respondents. The primary data collection instruments used was a semi-structured questionnaire containing both closed and open-ended questions and issued to 215 study population respondents. The collected data was analyzed by employing both inferential analysis and descriptive statistics using Statistical Package for Social Science (SPSS) V25 and Microsoft Excel. A random pilot study carried on 21 respondents was done to assess the data collection instrument on validity and reliability. Out of the issued 215 questionnaires to the respondents, 192 were completed and successfully returned. This equates to 89.3% response rate, an appropriate for conducting analysis and making inferences. Tables and figure formats were used in presenting the study results and findings. The study findings were that the adoption of innovative technologies (E-Money transfer, Telephone banking, Internet banking and, Internal controls) had positive and significant influence on competitive advantage of Commercial banks in Kenya. The study recommended the use of credit cards to make online transactions like Cardless payments to improve access to financial services, Commercial banks to consider adapting mobile-based innovative Fintech to increase overall reach of the banking services to the populace, commercial banks to incorporate automated alert systems in case of theft at the ATMs and finally, appropriate systems authenticating user identity be put in place in remote areas to enhance security and increase user confidence in using internet technologies.

Insentif Pajak Memoderasi Pengaruh Book-Tax Differences Terhadap Trading Volume Activity

This study assesses the success of using internet banking using the DeLone & McLean (D&M) model with the aim of measuring the success of using internet banking technology. The research was conducted at Bank Rakyat Indonesia (BRI) Denpasar City with 150 internet banking users as respondents who were selected through accidental sampling technique. The test results show that the quality of information, the quality of information systems, the quality of service has a positive effect on the interest in using internet banking and the interest in using it has a positive effect on the net benefits. The implications of this research include two things, namely ensuring and improving the experience, quality of information, quality of service and user interest in the net benefits or net benefits of using internet banking. The high practical implication is that the interest in using internet banking can create net benefits for customers of PT Bank Rakyat Indonesia Denpasar City.
 Keywords : Book-Tax Differences; Trading Volume Activity; Tax Incentives.

Pengukuran Keberhasilan Penggunaan Internet Banking di Bank Rakyat Indonesia Kota Denpasar

This study assesses the success of using internet banking using the DeLone & McLean (D&M) model with the aim of measuring the success of using internet banking technology. The research was conducted at Bank Rakyat Indonesia (BRI) Denpasar City with 150 internet banking users as respondents who were selected through accidental sampling technique. The test results show that the quality of information, the quality of information systems, the quality of service has a positive effect on the interest in using internet banking and the interest in using it has a positive effect on the net benefit. The implications of this study include two things, namely theoretical implications and practical implications, on the theoretical implications of information quality, information system quality, service quality and user interest have an effect on the net benefit or net benefits of using internet banking. The practical implication is that the high interest in using internet banking can create net benefits for customers of PT Bank Rakyat Indonesia Denpasar City.
 Keywords: D&M models; Successful Use of the System; Internet Banking.

Factors affecting behavioural intentions to use e-banking services: an extension of TAM in Indian context

Using technology acceptance model (TAM) as theoretical base, an extended TAM incorporating perceived security and perceived privacy as issues of perceived risk for adoption and promotion of e-banking services is conceptualised. Structural equation modelling (SEM) technique was applied to analyse the causal relationship among the constructs. Results of the model indicate that in comparison to perceived privacy, perceived security is the most important determinant which helps in reducing the risk perceived by the customers in adoption of online banking services. Further, the perception of low risk affects customers' behavioural intentions to accept internet banking technology as well as their intentions to spread positive word-of-mouth (WOM) about the service provider. Perceived usefulness and ease of use of the website is equally important but the perception of high risk and insecurity suppress the effectiveness of website usability. Henceforth, to promote the website, the financial institutions offering online services to their customers have to develop the mechanism that would ensure the security and privacy of financial data as well as the personal information provided by the customers.

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

ІНТЕРНЕТ-ТЕХНОЛОГІЇ: ЇХ РОЛЬ ТА МІСЦЕ У РОЗВИТКУ СИСТЕМИ БАНКІВСЬКИХ ПОСЛУГ

The article examines the role of Internet technologies and their implementation in the modern banking system. Modern information technologies have achieved remarkable development, and, of course, the banking sector is no exception. After all, with the help of the Internet, you can perform most operations from home, being anywhere in the world and spending a minimum of time. Various information technologies began to have a significant impact on the profitability of banks and make them more competitive in the market of banking services, creating an attraction for customers. The system of remote banking services is quite convenient for customers and banks. Therefore, the article examines what factors and advantages of using remote technology for each category. Internet banking technology is taken as the basis in the article, which provides the bank with services for monitoring, account management, and banking operations through the Internet, and the list of operations that can be carried out with its help is also characterized. Analysed which services are most popular in remote banking in Ukraine in 2019–2020. From this research, conclusions are made that plastic cards occupy the largest share. Internet banking also occupies a large part of the market, because it is a versatile tool to increase funds raised and expand the customer base of banks. It is considered one of the most dynamic sectors of e-commerce, as its capabilities are constantly increasing and improving. The research on the use of payment cards has been conducted and the distribution of non-cash transactions by amount and quantity in the first half of 2021 has been analysed. And also the share of non-cash transactions in relation to cash by amount and quantity in 2017–2021 was analysed. On this basis, the benefits of the effective use of Internet technologies for consumers and banks are identified. The use of information technology allows banks to automate their activities and expand services and the customer base in different regions. Nevertheless, there remains a significant part of the distrust of this technology among the population in Ukraine. Therefore, the article considers what reasons impede and hinder the development of Internet banking in Ukraine based on the current economic situation.

New Insights into e-Loyalty of Internet Banking Users in an Emerging Market Context: A Multilevel Analysis

Although internet banking is considered a mature technology, digital failures and breakdowns have resulted in widespread customer dissatisfaction. However, recent examples in developed countries show that customer dissatisfaction with internet banking platforms does not necessarily erode customer loyalty. While this could be due to the strong assurance provided by institutional structures that govern the internet usage, it is not known if similar results can be found in emerging markets where internet banking technology has still not reached its saturation stage and coexists with traditional brick and mortar banking services. Thus, this study aims to develop a better understanding of the e-satisfaction-e-loyalty link in the Indian internet banking context. The moderating effects of structural assurance at the individual level and market share at the firm level are analysed on the e-satisfaction – e-loyalty link applying a multilevel modeling framework. Data collected from customers along with archival data across 21 banks in India demonstrate that structural assurance significantly moderates the e-satisfaction-e-loyalty link at the consumer level and market share regulates the link at the bank level. Also, market share is found to moderate the relationships among e-satisfaction, structural assurance, and e-loyalty. Three-way interaction results suggest that the interaction effect between e-satisfaction and structural assurance is less pronounced when market share is high rather than low. This study advances our understanding of the conditional effects of e-satisfaction on e-loyalty and elucidates how different share banks may optimize customer loyalty in an emerging market context.

INFORMATION TECHNOLOGY USAGE AND CUSTOMER ACCEPTANCE IN THE BANKING SECTOR: A CASE STUDY OF GUARANTY TRUST BANK, KIGALI, RWANDA

The study was inspired by the arising issues of concern related to why customer accounts were inactive. The study examined effect of Information technology usage on customer acceptance at GT Bank, Kigali Rwanda. The research design was a case study, with target population of 20,335 customers who used either ATM, Internet banking or mobile banking technologies, 3 e-banking staff and 5 GT Bank branch managers. The data analysis tool used was Statistical Package for Social Sciences (SPSS) version 16.0. Findings revealed that Mobile banking and ATM were mostly used more than Internet banking, depending on features of use and security. ATM features were more accepted compared to Internet banking and Mobile banking features. Multiple regression analysis found R the coefficient of correlation to be 0.927 signifying a very strong positive correlation between information technology usage and customer acceptance. The coefficient of determination R2 = 0.859 indicated that 85.9% of the variability in customer acceptance depended on stochastic model developed, whereas the remaining 14.10% was attributed to factors beyond the control of the study. The study recommended awareness campaigns about Internet banking technology and the provision of security awareness, to increase trust of customers using information technology.

DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

Problem Faced by Customers While using Internet Banking, with Special Reference to SBI

Information Technology plays an important role in the banking sectors. Information Technology is required as a major factor to perform the banking operations more effectively and accurately . Customers are in hard settings in today’s technological world. Therefore banks have to strategically pioneer things to retain their customers. Bank have expanded their services both in Brick and Mortar and also through internet. The services offered by banking sector through internet have entirely changed the life style of the customers. The services offered through internet is termed as Internet Banking. The raising trends of Internet banking raises important issues in the area of consumers banking behaviors and decisions. The purpose of this paper is to highlight the concept of Internet banking and what are the problems faced by the sbi customers in the adoption of Internet banking technology.

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.

FACTORS INFLUENCING CONSUMER’S BEHAVIOR TOWARDS THE USAGE OF INTERNET BANKING

The purpose of the present study is to understand the factors influencing adoption of internet banking in Malaysia. A model has been proposed based on the technology acceptance model (TAM). The proposed model is referred to as extended TAM and is better suited to identify and quantify the important factors that influence adoption of internet banking (IB) technology in the country. Data were collected from 487 individuals who are either current or prospective internet banking users. Partial Least Squared (PLS) was used to identify the important factors affecting technological adoption. It is found that perceived usefulness (PU) and familiarity have a significant relationship towards the behavior of users to use IB. Perceived ease of usefulness (PEU), awareness and opportuneness on the other hand, have been identified as not having significant relationship towards the behavior of consumers to use IB in the tested mediated model. This study enables IB service providers in Malaysia to design new service offerings or modify current service offerings to achieve higher adoption rates in IB.

Pythagorean fuzzy VIKOR approaches based on TODIM for evaluating internet banking website quality of Ghanaian banking industry

With the rapid development of Internet banking technology in Ghana, the website quality evaluation is the essential core of the customer, which is regarded as a multi-criteria decision making (MCDM) problem. Due to the uncertainty of Internet banking, the evaluation of criteria may be measured by Pythagorean fuzzy numbers (PFNs). In addition, the customer usually does not exhibit complete rationality in the decision procedure. Based on the traditional VIKOR (Vise Kriterijumska Optimizacija I Kompromisno Resenje) method of MCDM, this paper provides a new perspective of a compromised solution, which can handle the decision maker’s psychological behavior by inducing TODIM (a Portuguese acronym meaning Interactive Multi-Criteria Decision Making). By defining Pythagorean fuzzy entropy and cross-entropy measures, we study the determination of the weights of the criteria in advance. Then, considering the psychological behavior of the customer, we design two types of strategies for the combination between TODIM and VIKOR. Meanwhile, the corresponding methods have been developed, i.e., Approaches I and II. After that, a simulated example of ranking Internet banking websites in the Ghanaian banking industry is given to illustrate the validity and applicability of our proposed approaches. Finally, we utilize the Wilcoxon signed-rank test and then discuss the differences among VIKOR, TODIM and our proposed methods.

THE BEHAVIOR IN UTILIZING INTERNET BANKING AS COMMUNICATION MEDIA

The rapid development of information technology is the impact of globalization. The development of information technology requires that every organization needs information, not only business or government, but also the world of financial institutions. In accordance with this, the information technology has very important position in banking.
 The purpose of this research is to analyze and to test empirically the influence of social factors, affect on intentions and its impact on financial behavior in utilizing internet banking technology as communication media. The method used in data collection is survey method by spreading the questionnaires. The research data obtained is based on the perception of students of Economics Faculty, University of Semarang on the use of internet banking technology implemented by Assistant Branch Bank of BNI Bank in University of Semarang environment as medium of communication between students and University of Semarang, with 96 respondents. The research method used validity test, reliability test, and classical assumption test, hypothesis test, multiple linear regression models with SPSS 23.
 Result of testing and analysis found that social factor and affects directly and indirectly did not affect the financial behavior of internet banking technology utilization implemented by Assistant Branch Bank of BNI Bank in University of Semarang environment as communication media of students with university, through the intention of internet banking technology usage by showing insignificant results.

The Influence of Perceived Trust on Understanding Banks’ Customers behavior to Accept Internet Banking Services

Background/Objectives: The purpose of this paper is to examine the role of trust in internet banking services based on empirical evidence from the survey conducted with commercial banks’ consumers in Irbid, the second largest city in Jordan. The paper answers the main research question: ‘Do the Ease of Use and Perceived Usefulness affect consumers’ trust to accept and use internet banking technology to perform their banking transactions?’ Methods/Analysis: This is an explanatory paper based on literature reviews and empirical data to explore reasons for accepting internet banking service. The approach takes the form of an empirical study conducted with 198 bank’s consumers in the north of Jordan using a basic model of the adoption of internet banking depends on Technology Acceptance Model framework (TAM). Partial Least Squares (PLS) was used to address sophisticated data analysis issues. Findings: The results confirm that trust increases if users perceive internet banking services to be useful whereas perceived ease of use fails to predict Jordanians’ trust to accept and use internet banking services. Novelty/Improvement: The findings from this study are useful for policy makers, banking sectors and financial practitioners to enhance the use of internet banking services among Jordanians.

Exploratory Study of Internet Banking Technology Adoption

Internet has brought significant impact on the way people conduct life in the present-day scenario. In this premise the Indian economy has experienced rapid growth over the last decade, developing Internet Banking Technology (IBT) for transforming the traditional lines of banking. This shift has brought profound challenges and opportunities to both bank and its customers. Customers have found in IBT a new ease to do the financial transaction. Review of these literatures indicates that there are not many studies on IBT Adoption in Indian scenario. The review shows that existing study on IBT adoption in Indian context has shown little evidence of an integrated model for IBT Adoption. This indicates that a comprehensive research in the area of IBT adoption under Indian context is very much limited. This research attempts to analyse existing technology adoption theories for formulating an integrated framework to investigate the factors of IBT adoption in India.

Internet banking diffusion: A country-level analysis

In the last decade, Internet banking technology has made remarkable progress. However, there is a huge disparity across different nations all over the world in the diffusion of Internet banking services. This leads to the research question of this study: why different countries exhibit different levels of Internet banking adoption? Previous studies provide limited insight as they were mostly conducted at the individual user level with single-country samples. At the country level, this study proposes an Internet banking diffusion model that examines the impact of economical, technological and cultural factors on Internet banking diffusion. The hypothesized relationships in the research model were statistically tested with the secondary data collected from a sample of 33 European countries. The results indicate that the effects of socio-economic and technology-related factors on Internet banking diffusion are fully mediated by Internet access. Furthermore, the findings suggest that national culture is an important moderator as it make differences in Internet banking diffusion as well as Internet access across different country groups. The country-level analysis contributes to the advancement of Internet banking theory and practice, and provides some useful insights to researchers, practitioners and policy makers on how to enhance Internet banking diffusion.