Use Of Internet Banking Services Research Articles

Perlindungan Hukum Terhadap Data Pribadi Nasabah Oleh Bank Dalam Transaksi Melalui Internet Banking

Technological advances have been able to give birth to services that facilitate daily activities such as the presence of internet banking services. However, there are still many problems related to the unprotection of customer personal data. The formulation of the problem from this study is how to legally protect the security of customer personal data by banks in internet banking services and how bank accountability in terms of personal data belonging to customers is not protected due to the use of internet banking services. The research method used in this thesis research is a normative type of legal research with a type of statutory and conceptual approach. The data sources used are prime, secondary, and tertiary data sources. The collection of legal materials is carried out through a library study. The results showed that the form of preventive legal protection was carried out by providing socialization through the platform to inform about the protection of customer personal data and the applicability of the ITE Law and the Telecommunications Law which provides a protection to prevent disputes against customers. The form of repressive legal protection is carried out through the existence of the Consumer Protection Law which is the basis for the fulfilment of consumption rights. The form of bank liability to customers in the event of a data leak is that the bank will provide compensation if it is proven that it is true that the data leak is not caused by the customer's negligence or mistake.

Demographic Factors Affecting Customer's Perception toward the Use of Internet Banking in Pokhara Metropolitan City of Nepal

Background: The provision of financial services to customers has been transformed by internet banking, which employs the internet as the primary means for carrying out banking transactions. Objectives: The research aims to assess the perception of customers toward the use of internet banking services and find out the demographic factors affecting it. Method: For this study, a descriptive and analytical research design was utilized, in which 225 customers of banks in Pokhara Metropolitan City of Nepal were purposively selected. The study employed various statistical techniques, including frequency distribution analysis, mean score analysis, and inferential analysis such as t-test and one-way ANOVA. Result: According to the study, most customers are aware of and have access of internet banking services. Customers of commercial banks view internet banking services to be simple, secure, and less expensive to use, with the bank providing adequate help. It was discovered that marital status, age, education, and economic level all affect awareness levels. Education influences access to internet and respondents' attitudes toward cost-saving are influenced by their marital status, education, and income level. Similarly, it was discovered that education, occupation, and income level aff ect the perception of ease of use, employment affects the impression of security, and marital status, education, and occupation affect the perception of bank assistance. Conclusions: The study concludes that marital status, educational qualification, monthly income of family, and working status are the major factors affecting the perception of the respondents toward the use of internet banking. Further, this study concludes that people of higher age and low education level are less aware of internet banking service.

DETERMINAN YANG MEMPENGARUHI NASABAH BANK SYARIAH INDONESIA DALAM PENGGUNAAN INTERNET BANKING

With the rapid development of computer technology as a commercial, Internet banking can also be used to attract more customers to conduct banking transactions at related banks. However, the main problem of Internet banking faced by providers is that a large number of bank customers are unwilling to use the offered Internet banking. This happens because the services offered through internet banking have not been able to satisfy their customers. Customer satisfaction is an important factor to help banks maintain a competitive advantage. Therefore, the purpose of this study is to find and examine the determinants that influence the use of Internet Banking services at Bank Syariah Indonesia. The design used is hypothesis testing with data collection techniques through questionnaires. In collecting data using a questionnaire and processed using the method of Structural Equation Modeling. The research variables consist of independent variables including the perception of convenience, the perception of trust, the perception of benefits and risks, while the interest in using Internet Banking as the dependent variable.

IMPACT OF DEMONETIZATION AND COVID-19 ON THE USAGE OF INTERNET BANKING OF ICICI AND HDFC BANK IN MARATHWADA REGION

Following demonetization and the COVID-19 pandemic, people have preferred cashless transactions or online transactions over exchanging cash currency. Internet banking encompasses a wide range of banking activities that the consumer can perform online. Because these online transactions can be completed from a distance, contact is not required, and the risk of contracting COVID-19 is reduced. As a result, the purpose of this research is to investigate the use of Internet banking in HDFC and ICICI banks in the Marathwada region before, during, and after the pandemic and demonetization. This is a comparative study to investigate the impact of demonetization & Covid19 on the usage of internet banking offered by respective banks. The study focuses on primary data collected through questionnaires. Secondary data was gathered through online articles on economic times, RBI reports, journals, newspapers, and other sources in order to review the literature and understand the theoretical background of Internet banking in India prior to demonetization, during COVID-19 , and after COVID-19. There is a significant difference in the factors influencing the use of Internet banking services at various stages of a pandemic situation. Banks not only provided internet banking services to customers, but they also increased customer loyalty

Awareness and Usage of Internet Banking Facilities in Pokhara Metropolitan, Nepal

Background: Many businesses’ operating models have shifted as a result of evolution of the internet, and the banking industry has been no exception in recent years. Objectives: The purpose of this study is to determine the internet banking awareness and usage in Pokhara Metropolitan, Nepal. Further, it investigates the factors that affect the internet banking usage in the research area. Methods: A quantitative approach has been employed in this study using descriptive and analytical research design. This study is based on a survey of 225 customers of commercial banks living in Pokhara which are selected purposively. Results: This study finds that the majority of the respondents are aware and use the internet banking services provided by banks mostly for checking the account and bank statement, topping up the mobile phone, transferring money between accounts, and paying utility bills. Similarly, it finds that time-savings, 24 hours’ availability, easy banking transactions, speediness, and reliability are the primary reasons for internet banking usage. Whereas, insufficient understanding of internet banking, preference of traditional banking over internet banking, lack of internet using habit are the major reasons for no use of internet banking services. The regression analysis shows that the factors such as awareness, access, security, and bank support have a significant positive effect on internet banking usages. Conclusion: Internet banking is widely used in Pokhara Metropolitan. Further, increase in awareness level, internet access, secure internet banking, and bank’s support helps to increase the internet banking usage in Nepal.

Acceptance of internet banking services: The role of demographic factors as moderating variables

Understanding the percentage of internet banking service usage, that is inferior to the percentage of mobile banking usage, has been important to observe factors affecting behavioral intention to use internet banking. The purpose of this study is to analyze the determinants of internet banking usage by applying demographics as a moderator of intentional behavior to design the internet banking marketing strategies based on customer needs and wants. This study employs a judgment sampling technique with a sample size of 282 respondents processed by SPSS 23 and WarpPLS 6.0. The factors affecting the use of internet banking services are perceived usefulness, perceived ease of use, as well as perceived security and privacy. However, demographic elements variables (gender, age and education level) are the moderation of perceived security and privacy on behavioral intentions in using internet banking. In addition, men are more focus to on security and privacy than women. Moreover, older people are more concern withconsidering security and privacy more than younger people. Undergraduate/postgraduate and non-graduate people consider safety and privacy. The implication of this study is to improve the security system and determine the target market of internet banking by considering demographic elements factors as athe strategy to maintain and toas well as increase the use of internet banking.

Factors Affecting the Adoption and Use of Internet Banking In Tanzania

This paper evaluates the use of Internet banking services in Tanzania. In surveying and evaluating selected bank websites in Tanzania, factors that affect the adoption and usage of Internet banking have been identified. The respondents were drawn from six (6) Banks in Arusha City using convenient and judgmental sampling. 284 surveyed questionnaires were distributed with five (5) instruments and nineteen (19) measurement items; only 275 were completed and collected for further analysis. The population of this study focused on potential bank customers who were internet users. Judgment and convenient sampling were employed to provide the information required. Data was analyzed using a combination of Web Assessment Index and the Structural Equation Model (SEM) method. The findings from surveyed bank websites and SEM show that ease of use, service quality, trust and transactional factors significantly affect the use of internet banking. The obtained findings provide useful insight for bank managers in developing appropriate marketing strategies to meet customer satisfaction and will assist both practitioners and academicians in doing future empirical research to understand better common factors for both users and banks as all of them are key players in the success of internet banking services.

ИССЛЕДОВАНИЯ ПОТРЕБИТЕЛЬСКОГО ПОВЕДЕНИЯ НА РЫНКЕ УСЛУГ ИНТЕРНЕТ-БАНКОВ

The article describes the basics of research conducted in Russia on consumer behavior in the market of Internet banking services. The author considers the change in the model of consumer behavior, which is caused by the processes of digitalization of the economy of the Russian Federation that are actively taking place at the present time. The role of need as the main factor in the formation of consumer behavior in the field of Internet banking services is emphasized, and the factors that negatively affect the consumption of Internet banking services in the direction of their reduction are identified. The given statistics on the use of Internet banking services by Russian consumers allows the author to draw appropriate conclusions, compare the existing demand for the services offered.

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.

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.

Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention

PurposeThe advancement in Internet technology has played a significant role in revolutionizing the Internet banking services. Therefore, little is discussed about factors that motivate technology user to continue the use of Internet banking services. The current study investigates Internet banking user continuance behavior toward the use of Internet banking services with the integration of two-well known information system (IS) theories namely task technology fit (TTF) and technology continuance theory (TCT).Design/methodology/approachThe research design of this study is based on positivist paradigm and followed quantitative research approach. Data were collected from 360 Internet banking users of commercial banks across Pakistan. The research model was tested with structural equation modeling (SEM).FindingsThe research model had explained 53.9% variance in Internet banking user continuance intention. Next to this, the predictive relevance of the research model was tested with Stone-Geisser's Q² values using blindfolding procedure. Results revealed that the newly developed integrated technology continuance research model has substantial power to predict Internet banking user continuance intention. Moreover, the effect size analysis revealed that factors like satisfaction and user expectation were the most important factors in determining Internet banking user continuance intention.Practical implicationsFor practical implications importance performance matrix analysis (IPMA) has used to see the importance and performance of the underpinned factors. Findings indicate that managers and policy makers should focus on user satisfaction, perceived usefulness and expectation confirmation in order to enhance the Internet banking user continuance intention toward the use of Internet banking services. Some of the ways banks can do this is to develop esthetic Internet banking website with charm of novelty, relevant information and smooth flows with less complex redirects.Originality/valueUnlike prior studies that focus on Internet banking user pre-adoption issues, the current study examines post-adoption issue of Internet banking users and investigates Internet banking user continuance intention. This study is significant as it integrates two-well known theories namely TCT and TTF in Internet banking user continuance intention and augments the IS literature by developing an integrated technology continuance model (TCM).

Factors Affecting the Internet Banking Adoption

Internet banking is a beneficial service; it is less costly, offers the flexibility of time and space, and have excellent customer service. The commercial banks of Mongolia are offering internet banking to its customers to capitalize on its advantages. However, these services remain underutilized by their customers. The factors affecting the use of internet banking in Mongolia remain unknown. This study has integrated the E-service-quality model with the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to investigate the factors affecting the use of internet banking services offered by the commercial banks in Mongolia. The data was collected through the survey method. Structured Equation Modeling (SEM) was used for the analysis. The results indicate that the E-service quality model is effective and robust. The hypotheses were supported by the data. Attitude, subjective norm, perceived behavioral control, perceived usefulness, and E-service quality were found to be the factors that affect customer’s intentions to use internet banking in Mongolia. In the end, the future recommendations, limitations, and implications of the research are discussed.

Self-efficacy and anxiety as determinants of older adults’ use of Internet Banking Services

The second-level digital divide presents differences in people’s capabilities of using information and communication technologies, especially in older adults. This paper focuses on exploring self-efficacy and anxiety in this group concerning the use of a specific e-service, Internet banking service. Considering the triadic relation proposed in social cognitive theory, we include in the model of IBS use by older adults personal characteristics, such as self-efficacy, anxiety, perceived usefulness and gender with respect to the e-service chosen. We analyse the effect of perceived risks and social influence on these self-perceptions as environmental factors. This study is centred on a survey of 474 older adults and tests the structural model proposed using PLS-SEM. The results show that there are important differences between self-efficacy and anxiety when we refer to technology in general compared with a specific e-service. Furthermore, self-efficacy positively influences the perceived usefulness and the use of IBS. We note an important role of the environment as a booster to overcome the barriers which may appear due to these self-perceptions. Finally, we find influences of older adults’ gender in the relationship put forward in the causal model.

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.

Social influence on innovation resistance in internet banking services

The primary goal of this study was to examine the moderating effect of experiences on the relationship between social influence and innovation resistance. Multi-group structural equation modeling was performed to test the model, which used survey data on Japanese consumers’ use of internet banking services. The results revealed that social influence directly reduced the innovation resistance of non-experienced consumers while directly enhancing the innovation resistance of experienced consumers. Moreover, the mediating effect of barriers was found to be different for experienced and non-experienced consumers. This paper contributes to a better understanding of innovation resistance and diffusion processes by clarifying the effect of social influence on innovation resistance, based on social learning and influence theories.

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.

New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

Factors influencing academic use of internet banking services: An empirical study

This study explores factors influencing the adoption of Internet banking. Based on the literature and the unified theory of acceptance and use of technology (UTAUT) model, six constructs which influence academics’ usage of and behavioural intention to adopt Internet banking were identified: performance expectancy, effort expectancy, facilitating conditions, social influence, perceived risk and trust. Data was collected from 272 academics through a survey questionnaire, and correlations and regression were used to analyse the relationships. The results indicate that, while performance expectancy, effort expectancy and facilitating conditions had a positive association with academics’ Internet banking usage, it was not possible to find support for a positive association for social influence with academics’ Internet banking usage. Secondly, while trust had a positive association with academics’ behavioural intention to use Internet banking, the null hypothesis that perceived risk has no association with intention to use Internet banking could not be rejected. Facilitating conditions is the most influential factor explaining the usage of Internet banking. Implications from these findings may help banking institutions to structure their service model tactically for broader Internet banking usage and adoption.

Internet banking adoption in a developing country: an empirical study in Vietnam

Internet banking is growing faster than other e-commerce sectors and has emerged as an evolution in applied banking technology. This study investigates the factors influencing customer intention regarding Internet banking services in Vietnam using elements of an extended technology acceptance model and the theory of planned behaviors. We use structured equation modeling to evaluate the strength of the hypothesized relationships. The results of this study indicate that the use of Internet banking services in Vietnam may be motivated by a set of specific factors (i.e., perceived usefulness, perceived ease of use, perceived credibility, perceived behavioral control, subjective norms, and attitude toward use). These results are expected to help banks understand the critical factors influencing Internet banking usage and to contribute to the creation of competitive promotional campaigns in Vietnam.