Internet Banking Users Research Articles

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.

The Effect of Automation of Banking Services on Customer Satisfaction

Abstract. Automated banking is one of the key services used by banks to facilitate the delivery of services that meet consumer expectations, thus boosting the country’s economy. Major technological advancements have been witnessed in the banking industry due to the introduction of international standards in the operational norms of banking geared towards the betterment of client service quality. The aim of this research was to assess the effects of automation of banking services on customer satisfaction for different private banks in Khulna city. The study adopted a case study research design. Data was collected using questionnaires. The total reliability of the questionnaire, measured using a Cronbach's alpha coefficient, was 0.897. The sample size was 100 respondents. Data were analyzed using descriptive and inferential statistics using Statistical Package of Social Sciences (SPSS) software, version 20.0. Findings were presented in the form of tabulations (percentages, mean and standard deviation). From the findings, the automation of banking services such as mobile banking usage, internet banking usage, and automated teller machine usage was found to have a significant effect on customer satisfaction. Keywords: Mobile banking, internet banking, automated teller machine, customer satisfaction

Safety and convenience of internet banking keyboard security technology

The keyboard is a traditional input device that transmits the values entered by the user to the computer. Attackers can find out the keyboard values entered by internet banking users, and some of the values are actually implemented and used. Although security is ensured as the complexity of keyboard security technologies increases, such technologies cannot be used in real life because user convenience cannot be guaranteed. In this paper, various technologies proposed to reinforce internet banking keyboard security are summarised, and the convenience and safety of the keyboard security technologies are examined.

DETERMINATION of FINANCIAL LITERACY LEVEL: A STUDY on HITIT UNIVERSITY FACULTY of ECONOMICS and ADMINISTRATIVE SCIENCES STUDENTS

Financial literacy is the level of financial knowledge, attitude and behavior that enables individuals to manage their income, expenses and assets in a way that does not cause financial problems both today and in the future. As individuals' financial literacy levels increase, unnecessary consumption and waste of resources will decrease and the efficiency of investments will increase. Increasing the level of financial literacy will ensure a more balanced formation of asset prices in financial markets and prevent the formation of price bubbles in the markets. Today, financial markets around the world are almost integrated, financial transactions have become possible quickly through portable electronic devices. In this environment, the difference in welfare between individuals and societies with financial literacy and individuals and societies without financial literacy has increased more than in any other period in history. This study, it is aimed to measure the financial literacy level of the students of Hitit University Faculty of Economics and Administrative Sciences located in the province of Çorum. The data of the study were obtained from a questionnaire with the participation of 400 students studying in 5 different departments. By using the percentages of the correct answers given to the questions, success scores were created based on departments. With the help of the T-test and ANOVA tests, the relationship between students' financial literacy and whether they use department, gender, class, and credit card was determined. As a result of the study, it was determined that there are significant relationships between the departments and classes in which students study and their financial literacy, and no significant relationships were found between their credit card and internet banking usage and gender and financial literacy.

REMOTE BANKING SERVICE: ESSENCE AND CURRENT STATE OF IMPLEMENTATION IN THE BANKING MARKET OF UKRAINE

In recent years, the widespread introduction of remote banking technologies has become the main focus of innovation for banks around the world. The rapid introduction of Internet banking and mobile banking systems is due to the development of the banking system under the influence of technological progress and a high level of competition in the field of banking services. Important components of the development strategy of banking institutions of Ukraine are the development and implementation of quality high-tech remote services to dynamically develop the market of banking products and build quality economic relations between banking institutions and their customers in the implementation of remote banking. The use of advanced technologies in service allows banks to minimize their costs, rationally allocate resources, develop a customer service system and improve the quality of services offered. The article considers the views of scholars on the interpretation of the concept of “remote banking” and gives its own definition of this concept. The connection between innovative development and the system of remote service in banking institutions is analyzed, as a result of which the content of the definition of “innovative development of remote banking” is formed. The most popular services among Internet banking users are highlighted. The BankID system from the National Bank of Ukraine was considered, the introduction of which provided new opportunities for banks in the field of remote service. The analysis of remote banking services in Ukraine for 2018-2020 was carried out, as a result of which a clear tendency to strengthen its role in the banking system of Ukraine was revealed. A comparison of Internet banking systems in domestic banks was made, and leaders in this area were identified.

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.

Customers’ Intention in Internet Banking Adoption: The Moderating Effect of Demographic Characteristics

The growing number of internet banking (i-banking) users in Bangladesh requires examining their behavioral intention (BI) to adopt i-banking services. This study aims to investigate the factors that influence the customers’ intention in i-banking adoption encompassing the moderating effect of demographic characteristics. This study uses an expansive approach of the Unified Theory of Acceptance and Use of Technology (UTAUT) model with customer satisfaction. The structural equation modeling (SEM) has been used to analyze the data collected from the internet banking users of Bangladesh. Findings of the study conclude that the higher the level of performance expectancy (PE), effort expectancy (EE) and social influence (SI), the greater the level of customers’ inclination to adopt i-banking. Whereas, facilitating condition negatively affects their BI in i-banking adoption. Moreover, this study finds a positive and significant impact of system, service and information quality and security, privacy and trust (SPT) on customers’ satisfaction, which, in turn, substantially influence their intention toward i-banking adoption. While investigating the moderating effect of demographic characteristics, this study finds that all categories of customers, regardless of their age, gender, experience and education, are influenced by the customers’ satisfaction of services qualities and trust perception in i-banking adoption. Therefore, it is suggested to the policymakers that they should take such initiatives in designing the i-banking system that satisfy the customers’ expectations.

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.

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.

To click or not to click the link: the factors influencing internet banking users’ intention in responding to phishing emails

PurposeDespite internet banking’s popularity, there is a rise in phishing attacks related to online banking transactions. Phishing attacks involved the process of sending out electronic mails impersonating the valid banking institutions to their customers and demanding confidential data such as credential and transaction authorisation code. The purpose of this paper is to propose a theoretical model of individual and technological factors influencing Malaysian internet banking users’ intention in responding to malicious uniform resource locator (URL) in phishing email content.Design/methodology/approachIt applied the protective motivation theory, the theories of reasoned action and planned behaviour, the habit theory and the trust theory to examine the factors influencing internet banking users’ intention to click URLs in phishing emails. The study identifies individual and technological factors with ten hypotheses. A total of 368 Malaysian respondents voluntarily participated in an online survey conducted in the first week of March 2021. The partial least squares method provided in SmartPLS-3 was used to model the data.FindingsThe results revealed that individual factors, namely, internet banking experience, understanding the phishing meaning, response cost, trust and perceived ability were the significant influencing factors of internet banking users’ intention to click the link in phishing emails. This study also suggested that technological factors were not relevant in describing the behavioural intention of internet banking users in clicking the links in phishing emails.Social implicationsThe findings could contribute to Malaysian banking sectors and relevant government agencies in educating and increasing internet banking users’ awareness towards phishing emails.Originality/valueThe outcomes demonstrated the individual factors that influenced internet banking users’ intention in responding to phishing emails that are specific and relevant to Malaysia’s context.

THE ROLE OF COMMITMENT AND TRUST TOWARDS ONLINE LOYALTY IN THE BANKING INDUSTRY

The purpose of this paper is to determine the influence of online commitment and trust on online loyalty among internet banking users in Malaysia. An intercept survey was conducted among the major banks in the Northern region in Malaysia. A total number of 100 questionnaires were completed and further analyzed. A Partial Least Square (PLS) analysis was performed on the data using the SmartPLS software version 3. SmartPLS is commonly used in marketing and social science studies; thus, the software was employed in this study to predict the relationship among all tested variables as well as analyze their reliability and validity. The results of all the relationships were predicted through hypotheses testing. The result revealed that both commitment and trust have a positive and significant influence on online loyalty. This study provides some practical implications that may be relevant, not only to the banking industry, but also to the financial industry.

Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia

This study seeks to identify the role of perception of information technology, service quality, and trust on customer satisfaction of internet banking users in several State-Owned Enterprises (SOE) Banks in Indonesia. The study involved 228 respondents from BBRI, BMRI, and BBNI. The stages in data analysis involve the classical assumption, validity & reliability, and effect test using PLS-SEM. The results accept all hypotheses with positive and significant effects. This study finds that the optimal use and application of information technology systems can increase perceptions of internet banking use on customer satisfaction at SOE banks in Indonesia.

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.

Penegakan Hukum Cyber Crime Terhadap Tindak Pidana Pencurian Uang Nasabah Dengan Cara Pembajakan Akun Internet Banking Lewat Media Sosial

Crime in the field of cyberspace or commonly known as cyber crime basically refers to computer devices and technological devices that use a system connected to the internet as an element of its use. Progress in the field of information technology, which is the origin of the emergence of cyber crime, will legally bring both positive and negative impacts to the law itself. On the other hand, criminals, especially hackers who deliberately commit acts illegally to take someone's personal data, especially like Internet Banking users who are connected to the whatsapp number belonging to their bank account, of course many criminals have used this opportunity to break into the account. Someone's Internet Banking lately often happens because the operator asks for an OTP (One-Time-Passwrord) code. Related to the research made by this writer with the use of the type of research that is normative juridical here is related to research aimed at the rules of norms contained in a rule of law, while the conceptual approach used is an approach of legislation and a conceptual approach through disclosing several principles Laws relating to Law Enforcement of Cyber Crime Against Crime of Theft of Customer Money By Hijacking Internet Banking Accounts Through Social Media, discussions are conducted in a deductive manner to obtain qualitative conclusions. Related to the crime of cyber crime against the crime of theft of customer money by hijacking internet banking accounts via social media is a very urgent issue to be followed up, because in today's modern era, all human activities cannot be separated and kept away from the Internet and its users. Internet Banking account, where everything is currently being demanded to be modern due to the rapid development of technology and information at this time and is also something that must be resolved immediately. The Indonesian government in this case is part of the Ministry of Information and Communication which works with all stakeholders and strives to realize this hope.

A New Model to Identify the Reliability and Trust of Internet Banking Users Using Fuzzy Theory and Data-Mining

As a result of changes in approach from traditional to virtual banking system, security in data exchange has become more important; thus, it seems essentially necessary to present a pattern based on smart models in order to reduce fraud in this field. A new algorithm has been provided in this article to improve security and to specify the limits of giving special services to Internet banking users in order to pave appropriate ground for virtual banking. In addition to identifying behavioral models of customers, this algorithm compares the behaviors of any customer with this model and finally computes the rate of trust in customer’s behavior. The hybrid data-mining and knowledge based structure has been adapted in this algorithm according to fuzzy systems. In this research, qualitative data was gathered from interviews with banking experts, analyzed by Expert Choice to identify the most important variables of customer behavior analysis, and to analyze customer behavior and customer bank Internet transaction data for a period of one year by MATLAB and Clementine. The results of this survey indicate that the potential of the given structure to recognize the rate of trust in Internet bank user’s behavior might be at reasonable level for experts in this area.

The Model Of Capability Toward The Intention To Use Internet Banking In Indonesia

The rapid advancement of information technology encourages business needs to use technology to serve consumers. Electronic transaction in the form of internet banking is a new way of transfer that changes the form of services from human technology to information technology. This study aims to examine the capability model of the intention to use internet banking in Indonesia. This study is quantitative in the form of a survey study. The sample in this study were non-user customers and prospective internet banking users in both private and state-owned banks. The data were analyzed using the partial least square (PLS). This study contributes to the development of internet banking marketing to improve features, security and service quality. The results show that all hypotheses indicate a positive and significant effect.

The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia

The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia

Battling COVID-19

The research purpose is to identify which security factors that influence customer trust towards the intention to continue using Internet banking in Malaysia. The primary participants are internet banking users in Malaysia. A total of 227 respondents completed the questionnaires as requested. The results show that direct relationship of perceived privacy, perceived confidentiality, perceived data integrity, effectiveness of biometrics are significant factors influencing customer trust towards intention to continue using internet banking. This result shows the significant mediating effect between perceived privacy, perceived confidentiality, perceived data integrity, effectiveness of biometrics with customer trust. Trust is a significant effect towards intention to continue using internet banking. Security factors and effectiveness of biometrics have strong relationship towards increasing customer trust using internet banking. This is a strong signal to internet banking providers to enhance their security level towards multi factor authentication using biometrics solution.

The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.