Internet Banking Users Research Articles

Role of Perceived Security and Financial Attitude in Shaping Behavioral Intention under the Moderation of Financial Literacy

The study was conducted to investigate the role of consumer behavior in stimulating the intention to adopt e-banking services under the moderation of financial literacy. Further it aimed at gaining an in-depth view of the factors that lead to e-banking implementation, such as perceived security, financial attitude, and financial literacy. Using a deductive approach, the study collected data through a structured questionnaire given to 140 internet banking users in Lahore, who had been sampled using a convenience sampling method. Structural equation modeling was utilized to investigate the research hypotheses and to examine customer behavior and levels of financial literacy. The investigation throws much emphasis on the role of financial literacy as a moderating variable in technology adoption models. By explaining its significance in the acknowledgement of e-banking services, the research provides meaningful insights into consumer behavior within the realm of digital banking, therefore aiding in the formulation of successful strategies for e-banking adoption. Findings indicate that security perception, financial attitude, and financial literacy directly impact the intention to use an online banking service. With higher financial literacy, better financial attitudes will contribute positively to the adoption of e-banking, and improving the financial knowledge of customers will act as a stimulating agent for the usage of e-banking services.

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

Assessing the Variables that Contribute to Customers' Utilization of Internet Banking: A Study of Banking Institutions in Guyana

Internet banking across banking institutions has grown tremendously in popularity over the past two decades. However, the adoption of Internet banking among customers remains a crucial challenge within the banking industry, especially in developing countries. While there are several factors affecting the adoption of Internet banking in both developing and developed countries, the evidence is more robust for developed regions. For this reason, this research seeks to investigate the factors affecting the adoption of Internet banking among banking customers in the developing country of Guyana. The study proposes and tests a conceptual model based on the Technology Acceptance Model (TAM). The model extends TAM through the inclusion of information quality, service quality, system quality and computer self- efficacy as additional predictor variables. The study employed a Structural Equation Modeling (SEM) approach to determine the relationship between constructs of the conceptual model. Data was collected via questionnaire responses obtained from 160 Internet banking customers. The findings of the study suggest that service quality positively affects consumers’ perceived ease of use of Internet banking but not the perceived usefulness of Internet banking. It was also found that computer self- efficacy positively affects consumers’ perceived usefulness to adopt Internet banking but not perceived ease of use for same. The findings showed that information quality did not impact perceived usefulness and neither did service quality for perceived ease of use to adopt Internet banking However, the results of the study showed that both perceived ease of use and perceived usefulness significantly impacted the actual usage of Internet banking.

The relationship of internet banking users' emotional brand experiences and consumer-based brand equity

The relationship of internet banking users' emotional brand experiences and consumer-based brand equity

Phishing Attacks among Internet Banking Users in Nigeria: An Exploration of Remedial Strategies

This study meticulously examines phishing attacks targeting Nigerian internet banking users. It delves into prevailing trends, methodologies, and the effectiveness of existing countermeasures. It also proposes robust, tailored security measures in the form of a conceptual model. Similarly, by analyzing the latest tools and techniques, the study emphasizes the need for adaptive and continuously learning anti-phishing systems. The outcomes aim to empower stakeholders in the Nigerian banking sector, including policymakers, financial institutions, and users, to combat the complex and evolving threats posed by phishing attacks.

Variations Between Physical Banking and Internet Banking Usage amid COVID-19 Pandemic

The usage of banking functions through Internet is comfortable and time saving process, since the usage rates of different banking functions through Internet banking mechanism are very low. The present study aims to evaluate the variations between physical banking and internet banking and explores the problems faced by banking customers in using internet banking amid the COVID-19 pandemic. The primary data for the present study were collected from banking customers, who were identified on a random basis from three different areas of the Union Territory of Jammu and Kashmir. The total sample size was 1,200, comprising a breakup of 400 for each of the sampling areas of central Kashmir, south Kashmir and north Kashmir. Internet banking adoption is changing the physical usage of non-financial products and financial products worldwide. Today, a click of the mouse and mobile banking offer a lot of transactions regarding electronic non-financial products and electronic financial products. Still, the adoption rates of these products are very low. The present study has examined the situation of electronic banking adoption amid the COVID-19 pandemic, and hence, it is found that maximum number of customers are non-users of electronic non-financial products and electronic financial products. Amid the pandemic, the reason for non-usage of technology banking by a majority of customers was lack of awareness, technological barriers and security concerns. They also used physical banking activities and did not follow social distancing as suggested by the Government of India during March 2020. Therefore, it is the basic responsibility of the banking industry to motivate their customers and address their concerns regarding the usage of electronic non-financial products and electronic financial products, as the maximum number of banking customers are non-users of electronic non-financial products and electronic financial products. If the banking industry will address the concerns of banking customers regarding the usage of technology banking, then only a country like India with a huge population can have technological banking and environment-friendly banking and can face situations like the COVID-19 pandemic in future.

The Influence of Mobile Banking, Internet Banking, and Automated Teller Machine (ATM) Transactions on Fee Based Income

This research aims to determine the effect of Mobile Banking, Internet Banking, and Automated Teller Machine (ATM) on Fee Based Income. It is hoped that this research can contribute and explain the factors that influence fee-based income for conventional banking companies on the Indonesian Stock Exchange. The objects of this research are Mobile Banking, Internet Banking, and ATM as independent variables and Fee based income as the dependent variable. The subject of this research is conventional banks listed on the Indonesia Stock Exchange (BEI) in 2018-2022. The research sample consisted of 5 (five) banks, namely Bank Mandiri, Bank Negara Indonesia (BNI), Bank Central Asia (BCA), Bank CIMB Niaga, and Bank Mega. Data analysis using multiple regression using the SPSS 22 application. Research findings that Mobile Banking, Internet Banking and ATM together have a significant effect on Fee based income. There is a positive influence of Mobile Banking on Fee Based Income but there is no influence of Internet Banking on Fee based income. This indicates that the large number of Internet Banking users tends not to increase the bank's Fee Based Income. There is a positive and significant influence of ATMs on Fee based income, this indicates that the more customers who make transactions using ATMs, the greater the Bank's Fee based income will increase.

Examining the factors affecting technology continuance and its role in economic growth of emerging economies

Technological developments have been thought to portray a pivotal role in promoting economic growth, particularly within the financial sector in developing economies which has been reported significantly influenced by users' perceptions of technology usability, which are shaped by their technology usage experiences. This study integrates antecedents of the UTAUT model with the Innovation Diffusion Theory to empirically assess the perceived usability of Internet banking and its role for economic growth. Post-experience data were collected from 315 banking clients in Lahore, Pakistan. After validating the sample's reliability, validity, adequacy, and sphericity, a structural equation model (SEM) was employed to test the study's hypotheses. The findings revealed that the perceived usability of bank clients was positively influenced by perceived ease of use and perceived usefulness, which in turn impact their intention to continue the use of Internet banking. Mediating role of perceived usability did not support by the results. However, the presence of ease of use and usefulness exhibited a positive moderating effect of financial risk on users' intention to continue using Internet banking. These findings provide valuable insights for academics seeking to comprehend users’ experience and usability about the use of technology. Additionally, the results steer policymakers to formulate effective policies that maintain users’ engagement in Internet banking, thus contributing to economic growth through effective use of technology. Notably, this study contributes new perspectives based on data collected from functioning Internet banking users in developing economies.

Developing a Biblical Solution Model for Mitigating Phishing Risks Among Internet Banking Users in Nigeria: The Initial Investigation.

Purpose: This study aims to develop a comprehensive biblical solution model for mitigating phishing risks among Internet banking (IB) users in Nigeria by integrating trust in God, belief in God, and righteous behavior within the local context. Design/Methodology/Approach: A cross-sectional survey employing stratified sampling will gather data from a diverse sample of IB users. Structural Equation Modeling (SEM) will be utilized to analyze relationships among constructs, including belief in God, belief in oneself, wisdom, understanding, consequences, defenselessness, trust in God, behaving righteously, and becoming righteous. Findings: The study introduces a novel biblical-based solution model, highlighting the significant influence of belief in God, belief in oneself, wisdom, and understanding on righteous behavior. Trust in God moderates the relationship between behaving righteously and becoming righteous, emphasizing the transformative power of faith in cybersecurity. Research Limitations/Implications: Limitations include the potential for response bias in self-reported data and the need for further validation of the proposed model. Implications revolve around the practical application of a faith-based approach to cybersecurity in the banking sector. Practical Implications: Banking institutions should consider incorporating the biblical solution model into their cybersecurity strategies, fostering trust and righteous behavior among IB users. This approach has the potential to enhance security and confidence in online banking. Originality/Value: This study pioneers the integration of biblical principles and glocalization into cybersecurity strategies, offering a unique perspective on phishing risk mitigation. It contributes to the literature on cybersecurity and provides practical insights for the Nigerian banking industry. Recommendations: We recommend that banking institutions in Nigeria explore the implementation of the proposed biblical solution model to bolster their cybersecurity efforts. Further empirical research is needed to validate and fine-tune the model, adapting it to diverse cultural contexts and enhancing its effectiveness in combating phishing threats.

Internet Banking Tools and Client Satisfaction with Nepalese Commercial Banks

The principal aim of this research endeavor was to assess the influence of Internet tools on client satisfaction within the commercial banking sector in Surkhet. The independent variables, namely Internet banking (IB), mobile banking (MB), automated teller machine (ATM), and point of sales (POS), were selected for this investigation, with client satisfaction designated as the dependent variable. Employing a descriptive research design and quantitative data, the study utilized a convenience sampling technique and administered a structured questionnaire to collect relevant data from respondents. The sample comprised 101 Internet banking users selected from the pool of Internet banking users in Surkhet. In the process of data analysis, various statistical measures, including frequency, mean, standard deviation, univariate, bivariate, and multivariate regression, were employed. The study's findings revealed a noteworthy positive impact of Internet banking tools on client satisfaction. This implies that commercial banks' integration and utilization of Internet banking tools in Surkhet are associated with a statistically significant improvement in client satisfaction.

Electronic Banking and Its Impact on Customer Satisfaction of Nepalese Commercial Banks

Electronic Banking and its impact on customer satisfaction of Nepalese commercial banks explores the relationship between internet banking and customer satisfaction. Internet banking allows customers to conduct real-time banking transactions electronically, offering convenience and accessibility. Utilizing a descriptive and casual comparative research design, the study examines internet banking users across 20 commercial banks in Nepal, focusing on Nepal Investment Bank Limited, Nabil Bank Limited, and Himalayan Bank Limited. Through purposive sampling, 150 respondents were selected, with 50 from each bank, for primary data collection. The findings indicate high levels of satisfaction with online banking services, with respondents expressing agreement on various aspects such as ease of website navigation, meeting personal needs, and prompt service delivery. Correlation analysis reveals positive and significant relationships between customer satisfaction and key factors including efficiency, personal need fulfillment, reliability, responsiveness, site organization, and user friendliness. Finding suggest that a strong association between internet banking and customer satisfaction. These findings underscore the importance of internet banking in enhancing customer experience and satisfaction within the Nepalese commercial banking sector. Electronic banking and its impact on customer satisfaction of Nepalese commercial banks.

Determinants of internet banking usage in emerging markets: Evidence from Egypt

Determinants of internet banking usage in emerging markets: Evidence from Egypt

ANALYSIS OF ELECTRONIC BANKING ( E-BANKING) USERS IN INDONESIA DURING AND AFTER THE COVID-19 PANDEMIC

The purpose of this study is to examine the differences in the impact of the covid-19 pandemic on electronic banking users. This study used the Wixolcon Test analysis method to test the differences between paired data. Testing comparisons between observations before and after being given treatment and knowing the effectiveness of a treatment. The dependent variables in this research are mobile banking, internet banking and the dependent variable is the covid-19 pandemic. This research uses a quantitative research approach. The data source is from the official website of the Indonesian Stock Exchange, namely www.idx.co.id in 2019 - 2022. The total research population was 47 companies. The sampling method was purposive sampling so that a total sample of 39 companies was obtained. The results of the Wixolcon test, namely on the mobile banking variable, show that there are differences in mobile banking users in Indonesia during and after the Covid-19 pandemic. Regarding the internet banking variable, the results of internet banking research show that there are differences in internet banking users in Indonesia during and after the Covid-19 pandemic.

PERLINDUNGAN HUKUM TERHADAP NASABAH BANK PENGGUNA INTERNET BANKING DALAM PERSPEKTIF HUKUM POSITIF DAN HUKUM ISLAM

Advances in information technology, especially internet media, provide many benefits, such as in terms of speed and convenience, but on the other hand, they contain risks that can cause losses to customers. In this regard, protection for customers who use internet banking is needed to protect the rights of customers as consumers of banking services. This study aims to determine the development of internet banking users in Indonesian banking and to determine legal protection for customers who use internet banking from the point of view of laws and Islamic law. The researcher uses a normative juridical approach, namely a legal research method that is carried out by examining library materials. In this study there are primary data sources, namely obtained from laws and regulations, sources of Islamic law and secondary data obtained from articles, bulletins, or scientific papers. Based on the results of the research, it was concluded that although there are no laws and regulations that specifically regulate internet banking, in the positive legal order in Indonesia there are laws that regulate legal protection for consumers (customers who use internet banking), one of which is the establishment of Deposit Guarantee (LPS). Implementation of legal protection for customers who use internet banking by LPS according to Islamic law is permissible, because there is no argument prohibiting its implementation and also the implementation does not contain actions that deviate from the terms and conditions in Islamic law.

Effect Of Financial Technology On Cash Holding In Indonesia Using Autoregressive Distributed Lag (ARDL)

The rapid proliferation of financial technology (Fintech) has revolutionized the landscape of financial services globally, presenting digital alternatives to conventional banking and payment methods. Indonesia has emerged as a noteworthy adopter of Fintech, driven by the widespread usage of smartphones and government initiatives to foster financial inclusion. Nonetheless, the empirical research concerning the association between Fintech adoption and cash-holding behaviour in Indonesia remains limited. This study explores Fintech's influence on individuals' cash holding patterns in the country, considering direct indicators such as debit cards, credit cards, electronic money, mobile banking, and internet banking. A time-series analysis covering the period from M5 2013 to M3 2023, based on secondary data from the Bank Indonesia Statistic Database, is employed to achieve this research objective. The analytical framework utilizes the Autoregressive Distributed Lag (ARDL) bounds testing approach, accounting for the explanatory variables' concurrent and lagged effects. The empirical findings reveal a significant positive relationship between debit cards, mobile banking, and internet banking usage in short-term cash-holding behaviour. In contrast, credit card usage exhibits a negative and statistically significant association with long-term cash holding. These results contribute to a comprehensive understanding of how Fintech adoption shapes cash-holding behaviour in Indonesia and provide valuable insights into the country's transition toward a cashless society.

THE ROLE OF SOCIAL MEDIA IN SHAPING CUSTOMER PERCEPTION AND USAGE OF INTERNET BANKING SERVICES: A STUDY IN BALANGIR DISTRICT

The emergence of Internet banking has transformed banking globally. Internet banking has opened up geographical borders by acting as a marketing channel, offering customers a variety of services at lower prices. Investigating the manner in which social media affects customers view and use internet banking services is important and timely. This research delves into the influence of social media on customer attitudes towards internet banking. Using SPSS software, a sample of 173 individual internet banking users from Balangir was analysed through an online survey. The results from the analysis support hypotheses derived from the literature. The findings showed that consumer perceptions of online banking services might be positively or negatively impacted by the content posted on social media sites. KEYWORDS-Internet banking, Customers, Balangir

An empirical assessment of customer satisfaction of internet banking service quality – Hybrid model approach

PurposeThe present work has proposed and employed an innovative hybrid method based on the combination of factor analysis and an artificial neural network (ANN) model to forecast customer satisfaction from the identified dimensions of service quality in India, a developing country.Design/methodology/approachThe qualitative study is conducted with Internet banking users to understand e-banking clients' perceptions. The data is collected with the help of a questionnaire from randomly selected 208 customers in India. Firstly, factor analysis was performed to determine the influential factors of customer satisfaction, and four factors i.e. efficiency, reliability, security and privacy, and issue and problem handling were extracted accordingly. The neural network model is then applied to the factor scores to validate the key elements. Lastly, the comparative analysis of the actual ANN and the regression predicted result is done.FindingsThe success ability of the linear regression model is challenged when approximated to nonlinear problems such as customer satisfaction. It is concluded that the ANN model is a better fit than the linear regression model, and it can recognise the complex connections between the exogenous and endogenous variables. The results also show that reliability, security and privacy are the most influencing factors; however, problem handling and efficiency have the slightest effect on bank client satisfaction.Research limitations/implicationsThis research is conducted in India, and the sample is chosen from the urban area. The limitation of the purposeful sampling technique and the cross-sectional nature of the data may hamper the generalisation of the results.Originality/valueThe conclusions from the study will be helpful for policymakers, bankers and academicians. To our knowledge, few studies used ANN modelling to predict customer satisfaction in the service sector

A Blessing in Disguise: Covid-19 Pandemic and the Emergence of E-Payment

E-payment offers efficiency in terms of speed, security, convenience, and cost, especially during this pandemic. The study involves monthly data that spans from January 2016 to June 2021. This study aims to investigate selected payment channels and instruments' influence on retail e-payment transactions. The study is also interested to examine the interaction effects of Covid-19 on the relationship between credit card usage and retail e-payment transaction. The study employs Newey-West standard error regression in achieving the objectives. It is proven that traditional e-payment channels such as ATMs do not support the emergence of e-payment development in the country. The findings reveal Covid-19 significantly influences the emergence of e-payment in various ways. Unsurprisingly, internet banking usage showed great potential during the pandemic with a substantial increment since 2020. Oppositely, a credit card gives an adverse impact on the e-payment transaction and the impact is more apparent during the pandemic. In response to the new norm post-pandemic, the study suggests emphasis should be given to crucial e-payment infrastructures, particularly internet banking and debit card to foster the harmonization of the e-payment eco-system in Malaysia. Covid-19, despite its disastrous effect on society, blesses and supports the Financial Sector Blueprint 2022–2026.

Study on Experiential Marketing Influencing Brand Image, Satisfaction and Loyalty on Internet Banking Users in Surabaya

Study on Experiential Marketing Influencing Brand Image, Satisfaction and Loyalty on Internet Banking Users in Surabaya

Legal Protection Against Internet Banking Users (Mobile Banking) From Cyber Crime Efforts

There have been many violations of the law regarding personal data via the internet and also regarding the financial risks suffered by bank customers. There are rules that protect bank customers using internet banking from cyber crime threats and what legal measures are taken by bank customers using internet banking if the customer's personal data is not protected or experiences personal data leakage. The research design or structure used by the author in this study is the Library Research. There are several laws and regulations governing the personal data of customers as well as banks and bank customers who feel aggrieved by the spread of customer personal information data. Whereas legal protection efforts have been carried out but have not reflected the principle of balance which is really needed. Bank customers who feel disadvantaged due to the distribution of customer personal information data that is used by third parties. The need for better legal protection for customers.Key Words : Consumer, Legal, Banking