Internet Banking Users Research Articles

Does gamified elements influence on user’s intention to adopt and intention to recommend internet banking?

Purpose Understanding the main determinants of internet banking is important for banks and users. Although several prior research projects have focused on the factors that impact on adoption of technology, there is a limited empirical work which simultaneously captures technology-specific factors (PE, EE, WD, GAM) and customer-specific factors (GSC, INTRC) that help customers to adopt internet banking. Thus, the purpose of this paper is to verify how these factors influence individual behavior and motivate them to adopt new technology. The authors advance the body of knowledge on this subject by proposing moderating relationship of gamification between user’s intention to adopt and intention to recommend internet banking in social network. Design/methodology/approach To test the model the authors developed a quantitative study involving 398 internet users from five commercial banks. Data were collected in four weeks beginning of September 2017 from three large cities of Pakistan using convenience sampling approach. The theoretical model was tested using structural equation modeling (SEM). Findings The results indicate that intention to adopt internet banking is positively affected by performance expectancy, effort expectancy, website design, website characteristics and general self-confidence. Findings of SEM showed that approximately 72 percent of the variance in customer’s intention to adopt internet banking was accounted by predictors. Moderating effect of gamification suggested that the positive relationship between customer’s intention to adopt and customer’s intention to recommend internet banking will be stronger when gamification is higher. Importance performance matrix analysis (IPMA) suggested that among all other variables general self-confidence is the most important construct as it has the highest importance value in IPMA. Practical implications This study provides insightful guideline to practitioners, web designers and marketing professional that they should focus on both technology perspective and customer-specific factors to boost the confidence of internet banking users, while for researchers this study provides a basis for further development of technology adoption models in e-commerce domain. Originality/value This study contributes to the body of knowledge by adding game elements in technology perspective model and augments the e-commerce literature in the internet banking adoption context. To the date, this study is the first in its nature that investigates both technology-specific factors and customer-specific factors altogether to see the users influence toward technology adoption.

A structural equation model to assess behavioural intention to use biometric enabled e-banking services in India

India has a very meagre percentage of internet users doing banking transactions online despite a large, rapidly growing population of internet users. The objective of this paper is to evaluate the behavioural intention of customers to adopt biometric enabled banking services using the technology acceptance model. Confirmatory factor analysis has been carried out and a structural equation model has been developed using AMOS. Hypothesis testing has been done including demographic variables of age, income and internet banking usage. A survey of a sample of 200 respondents was conducted in the National Capital Region of Delhi. Perceived ease of use was found to be an important factor in determining behavioural intention to use biometrics. Demographic factors were found to have no significant effect on the attitude towards use of biometrics. Intention to use biometrics in banking being unaffected by demographic factors is positive news for biometric usage.

Does gamified elements influence on user's intention to adopt internet banking with integration of UTAUT and General Self-Confidence?

The present study develops an integrated model combined with unified theory of acceptance and use of technology and general self-confidence in internet banking adoption context. The current study goes a step further by examining moderating role of gamification between user's intention to adopt and user's intention to recommend internet banking. Data was collected from 398 customers of commercial banks. The theoretical model was tested using structural equation modelling (SEM). Findings indicate that integrated UTAUT model has significant influence (R2 - 75.3%) on user's intention to adopt internet banking. For practitioners, it is recommended that they should focus on both technology and game mechanic factors to boost the confidence of internet banking users. This paper makes a unique contribution to information system (IS) and services marketing literature with reference to Pakistan.

Determinants of Bank Profitability: Empirical Research on Lithuania Market

The goal of the current paper is to identify which general services provided by commercial banks are vital for banks' profitability. In the present research, profitability is expressed by return on assets and return on equity. The following general determinants that are analysed in the context of general information of banking sector, influencing profitability were examined: number of branches, number of automated teller machines (ATMs), number of internet banking users, number of mobile banking users, and number of debit cards, number of credit cards, the total number of payment cards, and number of point-of-sale (POS) terminals. The results of the research showed that the number of POS does not influence the profitability of commercial banks, while other independent variables affect at least one profitability measure.

Assessment of Internet Banking Services Continued Use: Role of Socio-Cognitive and Relational View

Recently, continued use of information systems in general and particularly the context of internet banking has drawn increasing attention both in academic and trade literatures. However, different perspectives that determine the continued use of internet banking has been addressed. Given the long-term goal of any business entity is to increase its productivity, expand its customer base and maximize revenues, it is crucial for banks offering internet banking services to focus on encouraging their customers to continually use internet banking. While emerging attention had been given on the assessment of continued use of internet banking services from single view, little of attention were given from researchers to combine different views in a single comprehensive model. Yet, it is believe that combining different views would provide a better understanding to the issues surrounding the continued use. Drawing on the literature, this study developed a model to determine factors that influence the continued use of internet banking by combining factors from the socio-cognitive view and the relational view. Using a survey questionnaire, 450 questionnaires were distributed to users of internet banking in Libya. A number of interesting findings emerged, among others, is the lack of association between trust and perception to continue using the internet banking services in Libya.

A Study on Awareness and Usage of Internet Banking in Theni

A Study on Awareness and Usage of Internet Banking in Theni

KUZEY KIBRIS’TA NİJERYALI VE ZİMBABVELİ ÖĞRENCİLERİNİN İNTERNET BANKACILIĞI KULLANIMINDAKİ ENGELLER

The purpose of this paper is to analyse the factors preventing Nigerian and Zimbabwean university students from adopting internet banking services in Northern Cyprus. A survey was conducted to acquire data from one hundred Nigerians and one hundred Zimbabwean university students attending a private university in Northern Cyprus. Factor analysis results showed that the most important factor linked to the rejection of the usage of internet banking services among Nigerian and Zimbabwean students were people’s fears of the risk associated with such services. This was followed by students’ preferences to traditional banking practices, value barriers, infrastructure barriers, government obstacles and usage barriers. In order to compare the differences between the aforementioned factors for Nigerian and Zimbabwean students, independent samples t-tests were conducted. The study found that there was a significant difference between the Nigerian and Zimbabwean student’s preference for traditional banking practices, infrastructure and government obstacles. Interestingly, there was no significant difference between the Nigerian and Zimbabwean student’s fears over the risk associated with internet banking, perceptions of its value and usage barriers.

The Use Analysis of Internet Banking among SMEs Entrepreneurs

The increasing number of financial transaction activities resulted in a need of the fast, safe and efficient transaction.The increasing number of financial transaction activities resulted in people to require a payment means that was fast, safe and efficient in making transactions. Internet banking as one of the modern financial transaction means offered many conveniences in the activities. We investigated the factors that influenced the interests that had an impact on the behavior of SMEs in using internet banking. The samples of this research were 129 SMEs entrepreneurs who used internet banking in Salatiga. By using TAM modification namely Trust and Risk in Technology Acceptance Model (TRiTAM) and also actual system usage variable, we found that pertinence perception, convenience perception, attitude, and trust were factors that affected interest and affected the behavior of internet banking usage in transaction activities. The implication of this research was that the relationship among trusts, risk, and technology acceptance model with transaction behavior and internet banking could be mediated by customer interest. Abstrak JEL Classification : G41, G21 DOI: https://doi.org/10.26905/jkdp.v22i3.1798

Perceptions of Internet banking users — a structural equation modelling (SEM) approach

This study examines the perceptions of Internet banking (IB) users in Kerala using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables – perceived ease of use(PEOU) and perceived usefulness(PU) – have a direct effect on IB use, and PEOU also has an indirect effect via PU. Service quality dimensions such as fulfilment, efficiency, reliability, website attributes, responsiveness, and privacy also have indirect effect through TAM variables on IB use. The study discusses the practical implications of these findings.

Retracted: Determinants of internet banking usage in Malaysia: technology acceptance model

Retracted: Determinants of internet banking usage in Malaysia: technology acceptance model

Role of Socio- Cognitive View and Relational View inUnderstanding the Continued Use of Internet Banking

Internet banking service has been renowned as one of the importantchannels for banking institutions to retain customers, increase its productivity, expand its customers’base and maximize revenues. Despite increasing attention has been given on the examinationof internet banking adoption, lack of research has been carried out to identify the issues surrounding the continueduse of such services by customers. In addition, researchers in the past decade started to studyfactors that affect the continued use of internet banking, however most of them ignored thesignificant role of mixing factors from different research views. Neglecting the views that factors belong towhen mixing different factors and ignoring to take strategies and philosophy of those views into account,makes it more difficult to understand and explain how users make continued use ofsuch technology.This study developed a model to determine factors that influence the continued useof internet banking by combining factors from the socio-cognitive view and the relational view.Using a survey questionnaire, 450 questionnaires were distributed to users of internet banking in Libya. The results demonstrated that socio-cognitive view and relational view were applicable to give better understandingto issues of continued use of internet banking. Managerial implications and limitationsfrom the empirical findings were discussed.

Customer satisfaction of Internet Banking users: A survey of customers in Pune

Customer satisfaction of Internet Banking users: A survey of customers in Pune

ANTESEDEN CUSTOMER LOYALTY

The purpose of this research is to test and analyze empirically the influence of service quality, customer satisfaction, and trust to loyalty of internet banking users. Researcher choose 280 respondents as the sample of this research, using purposive sampling. The statistical methods used to test the hypothesis are simple linear regression and Structural Equation Model with Partial Least Square (PLS). The result of this research shows that service quality, customer satisfaction, and trust affected loyalty of internet banking users. Based on the results of research that has been done, there are some managerial implications as follows: 1) display on internet banking making easier to understand, 2) service innovation provided by internet banking, 3) improved security system on internet banking and 4) cheaper transactions using internet banking.

Behavioral Intention Analysis on Internet Banking Usage at Bank XYZ Bogor

The aims of this paper were to analyze the customer decision to use internet banking and to anlyze the factors correlated with the intention of internet banking usage at XYZ Bank, Bogor, Indonesia. The theoretical foundation for this study was Theory of Planned Behavior (TPB). TPB is a model that estimates the consumers’ intention to perform a behavior or action. A number of 150 respondents were selected by convenience sampling method using questionnaires with interviews. The data were analyzed using SEM-PLS. The results showed that perceived behavior control had a significant influence on behavioral intention. Respondents who had higher scores of perceived behavior were more likely to have a higher intention of using internet banking. For the managerial implications, the company is expected to provide more user-friendly and attractive facilities for users, so that users can easily do banking transactions without having to queue at either a Bank or ATM counters. Second, the facility with more limit than that exists now can be used as a reference for the company to increase the number of internet banking users, so users can use facilities safely, and desired facilities are available in internet banking. Keywords: behaviour intention, internet banking, SEM-PLS, theory of planned behavior

Barriers to internet banking adoption in developing countries: a consumer survey

The paper shows the possible barriers to internet banking adoption in developing countries. The study is quantitative which used primary data collected through structured close ended questionnaire from users as well as non-users of internet banking. The main barriers were perceived risk in internet banking, no perceived need, lack of knowledge about the services, and pricing concerns. The findings may be of use to the bankers in developing future strategies to attract the non-users towards internet banking, and enhance the internet banking experience of the current internet banking users and for the researchers to further investigate the topic. The findings illustrate why still a large percentage of banking consumers do not use internet banking, it highlights their main concerns, doubts, and hesitations. The findings are equally important for researchers for further investigations and for bankers to convert non-users into users of internet banking.

The factors influencing on adoption and usage of internet banking an empirical study of Small and Medium Enterprises (SME) in Jaffna district

Small Medium Enterprises are important key player of the economy of a country. They play a vital role in the growth of the society and the investors as well as the overall economy of the country. Nowadays, the Business world has changing rapidly according to the technology changes. The one of the most famous trend is most of small medium enterprises are moving to internet banking. Because the new technologies introducing new products and services to the market. Specially the service market is updated day by day including financial institutions such as banks, Auto mobile service institutions and etc. Bank and Small medium enterprises are always blending with each other. All SME's financial transactions are handling by bank. Therefore new services always interact with the customers of bank. Internet banking allows customers to perform a wide range of banking transactions electronically via the bank's Web site. When first introduced, Internet banking was used mainly as an information presentation medium in which banks marketed their products and services on their Web sites. The purpose of this study is to identify that what are the factors influencing business customers to the adoption of internet banking. Bank provides a variety of products and services to the customer, the various services offered by the banks can be utilized by the customers only when they are aware of the services. Researcher in this research has attempted to evaluate to Internet banking by providing insights on the factors that affect Internet banking adoption. Primary data was collected by Questionnaires, 100 respondents were selected for study after initial screening, and they were all SMEs customers. According to this study researcher found that perceived benefit, attitudes, External pressures, ease of use and ICT knowledge have the positive significant effect on adoption of internet banking among SMEs. Security not much effect on the adoption of internet banking.

Critical Analysis of Indian E-Banking User Satisfaction

The study fills in significant unresolved questions about how consumers view online banking, tracks its development, and suggests the most likely course of action. Information from a survey of users of Internet banking and the suppliers (banks) that will offer it is offered in the article. Financial organizations may choose to strategically utilize internet banking in the future now that a working model has been devised for maximizing value for the users. The study outlines the drawbacks of conventional banking, investigates customer awareness of, usage patterns for, and inclinations for Internet banking in comparison to traditional banking, and also emphasizes potential influences on the bank's policy for implementing net banking. Also, it may cover the legal issues with online banking. Since the 1990s, internet banking has caught the attention of banks, trading houses, brokerage firms, controllers, and legislators in advanced countries. It is certain that electronic (Internet) finance and transactions will advance given the rapid and large rise in e-transactions. Research indicates that Internet banking has a major effect on business cost savings, increased revenues, and improved client satisfaction and may be a useful instrument for developing a successful policy. Yet, it has guided a number of matters of public policy front public sector organizations and banking establishments. It's fascinating to note that there continues to be a dearth of organized and credible info about the accessibility of online banking in the nation, particularly in regard to what it entails for consumers and bankers

A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust

This study tests the importance of the dimensions of trust. Benevolence, ability and integrity mediate the relationship between customer satisfaction and loyalty. This study compared users’ behavior between Indonesia and Taiwan with data from 300 internet banking users from the four biggest banks of each country. Six hundred samples were analyzed using SPSS and SmartPLS 2.0 software for Partial Least Square (PLS) analysis. The major findings are as follows. Customer satisfaction has a positive direct effect on customer loyalty. Benevolence is the most important element of trust. In Indonesia, benevolence and ability mediate the relationship between customer satisfaction and customer loyalty. Integrity does not, because users of internet banking are aware of honesty and fulfillment of promises. In Taiwan, benevolence and integrity have mediate the relationship between customer satisfaction and customer loyalty but ability does not. The findings of this survey provide researchers and managers with valuable information on the importance of trust in the relationship between customer satisfaction and customer loyalty. Keywords: Customer Satisfaction, Trust, Benevolence, Ability, Integrity, Customer Loyalty To cite this document: Thi Mai Le, Nur Aisyah Dwi Hediasri, and Shu-Yi Liaw, "A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust", Contemporary Management Research, Vol.13, No.4, pp. 219-238, 2017. Permanent link to this document: http://dx.doi.org/10.7903/cmr.17843

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

The development of customer loyalty in online banking has become a basic issue because of the positive and constructive influence on banks' long haul productivity. With increasing Internet access, the competition is only one tick away. Customer loyalty in online banking sector appears to be essential for electronic banks both in a competitive and additionally an economic sense. Hence, there is a need to understand how customer loyalty in the online banking sector is created. Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty. However, previous studies just demonstrated a piece of relationships between these variables and their effects on e-loyalty. A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking. Therefore, the present research tried to provide a comprehensive model to fill the crevice of previous literature and demonstrate the relationship of e-service quality, e-satisfaction, and e-trust with e-loyalty in the online banking sector. The target sample in this investigation was experienced Internet banking users. Based on the investigation, it is discovered that e-satisfaction and e-trust assume the real role to construct e-loyalty in the online banking sector. However, e-service quality is not a predictor of customer e-loyalty towards Internet banking websites. It means that customers tend not to be steadfast even. However, the online banking service providers provide great services. The investigation impediments, suggestions, alongside directions for further research are discussed.

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

The development of customer loyalty in online banking has become a basic issue because of the positive and constructive influence on banks' long haul productivity. With increasing Internet access, the competition is only one tick away. Customer loyalty in online banking sector appears to be essential for electronic banks both in a competitive and additionally an economic sense. Hence, there is a need to understand how customer loyalty in the online banking sector is created. Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty. However, previous studies just demonstrated a piece of relationships between these variables and their effects on e-loyalty. A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking. Therefore, the present research tried to provide a comprehensive model to fill the crevice of previous literature and demonstrate the relationship of e-service quality, e-satisfaction, and e-trust with e-loyalty in the online banking sector. The target sample in this investigation was experienced Internet banking users. Based on the investigation, it is discovered that e-satisfaction and e-trust assume the real role to construct e-loyalty in the online banking sector. However, e-service quality is not a predictor of customer e-loyalty towards Internet banking websites. It means that customers tend not to be steadfast even. However, the online banking service providers provide great services. The investigation impediments, suggestions, alongside directions for further research are discussed.