Internet Banking Users Research Articles

Factors propelling the adoption of internet banking: the role of e-customer service, website design, brand image and customer satisfaction

In recent years, technology adoption has been seen as a critical and distinct topic in e-commerce research. Looking at the challenges in technology adoption faced by banking sector of Pakistan, this study examined the effect of website design, customer service and brand image on customer's intention to adopt internet banking. Additionally, customer satisfaction is integrated in theoretical framework as a mediating variable. The data for this study was collected from internet banking users. Structural equation modelling (SEM) has employed to evaluate the hypothesised relationships. The results of this study revealed that the adoption of internet banking in Pakistan is motivated by a set of specific factors (i.e., website design, e-customer service, customer satisfaction and brand image). Practically, these results will help policy makers to understand critical factors that influence on customer's intention to adopt internet banking in Pakistan. Finally, limitations and future research directions have been discussed.

Factors Propelling the Adoption of Internet Banking: The Role of E-Customer Service, Website Design, Brand Image and Customer Satisfaction

In recent years, technology adoption has been seen as a critical and distinct topic in e-commerce research. Looking at the challenges in technology adoption faced by banking sector of Pakistan, this study examined the effect of website design, customer service and brand image on customer's intention to adopt internet banking. Additionally, customer satisfaction is integrated in theoretical framework as a mediating variable. The data for this study was collected from internet banking users. Structural equation modelling (SEM) has employed to evaluate the hypothesised relationships. The results of this study revealed that the adoption of internet banking in Pakistan is motivated by a set of specific factors (i.e., website design, e-customer service, customer satisfaction and brand image). Practically, these results will help policy makers to understand critical factors that influence on customer's intention to adopt internet banking in Pakistan. Finally, limitations and future research directions have been discussed.

An Assessment of the Impact that Service Quality and Customer Satisfaction Possess on Customer Loyalty in Internet Banking

The purpose of this study was to explore the effect of service quality (SQ) and customer satisfaction (CS) on consumer loyalty (CL) in internet banking in the case of the KSA. The basis of this study was set upon the e-SERVQUAL model and its dimensions: include efficacy, consistency, privacy, fulfilment, and website design. The study was aimed to recognize the elements influencing service quality (SQ) along with the concept and significance of SQ in online banking in particular. The study was based on the quantitative research design and the participants for this study were the bank customers who are using internet services. The sample size of this study was kept to 150 participants. A close-ended 5 point Likert scale questionnaire was formulated in order to assess the phenomenon of the research. In addition, the SPSS software along with Smart PLS was utilized to examine the data collected from 150 customers of the banks. The SEM and correlation test were applied for assessing the association between SQ and CL along with CS and CL. The findings of this study indicated that there is a significant positive impact of service quality and customer satisfaction on the customer loyalty of internet banking users in KSA. Hence, the banking industry of KSA has been recommended to pay specific heed to all the dimensions of e-SQ and customer satisfaction.

Transfiguration of Saving and Spending Habits of College Students Ascribed to Internet Banking

Transfiguration of saving and spending habit of college students ascribed to internet banking address the question of Why, Where and How the college students spend and save their money. The extension of marketing and multiplication of brand as influenced the adults with increase in spending power. The objective of study is to analysis the various mode of saving habit, spending pattern and to identify the changes in saving and spending status due to internet banking.The survey is conducted among the sample size of 50 respondents by structured questionnaire. The respondents are college students under various educational qualification in particular to under graduate, post graduate and professional course. The questionnaire partitioned into three parts namely respondents profile, saving and spending patterns and its status. Each responses are entered and findings are analyzed using various statistical tool such as EXCEL and SPSS for charts and graphical representation. The findings revealed that majority of college students prefer bank account for the purpose of savings and they are using online banking app for the day to day transactions spent on various streams which has been ranked in the following study. The transfiguration in saving and spending status after usage of internet banking by college students is clearly analyzed in the study and stated as saving is lesser than spending..

Exposure to and usage of e-banking channels

PurposeEmphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria.Design/methodology/approachThe study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels.FindingsCustomers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed.Research limitations/implicationsThe customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking.Practical implicationsThe need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking.Social implicationsExposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery.Originality/valueThe work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.

ANALISIS PENGARUH PERCEIVED RISK, SOCIAL NORMS, USEFULNESS, DAN TRUST TERHADAP ADOPSI MOBILE BANKING DAN INTERNET BANKING

The purpose of this study was to determine the influence of perceived risk, social norms, usefulness and trust towards the adoption of mobile banking and internet banking in Indonesia. Independent variables in this study were perceived risk, social norms, usefulness and trust. Dependent variables used were the adoption of mobile banking and internet banking. The control variables of this study were gender, age, education, profession and understanding of technology.The research used questionnaire for data collection. The respondents were active users of mobile banking services banking and internet banking. The sampling technique used was purposive sampling. This study uses regression analysis. The analytical tool used to test the hypothesis is SPSS 20.These results indicate that not all independent variables showed significant effects on the dependent variable. Perceived risk has a negative influence on the adoption of mobile banking and internet banking. Social norms and trust have a positive influence on the adoption of mobile banking and internet banking. Usefulness has no influence on the adoption of mobile banking and internet banking. The control variables of age proved to be a positive influence on the adoption of mobile banking and internet banking. However, other variables, namely gender, education, profession and understanding of the technology do not affect the adoption of mobile banking and internet banking.

Internet Banking Adaptation in Different Age Ranges

The Internet application has dramatically expanded since the past decade, and such expansion has equally led to the increased risk in the Internet usage, especially in the domain of internet banking. The confidence level among different segments of e-banking users or customers is examined in this study, and the difference in outcomes are explained. Questionnaires were distributed to 315 respondents to obtain data. The obtained results show that different segments of users or customers show different levels of trust towards internet banking usage at Cairo Bank in Egypt. Additionally, different segments of users show different levels of perceived lack of information. Furthermore, the most notable segmentation can be split into three groups as follows: users or customers aged between 18-30, those aged above 60, and the rest. This study is of value to the security and marketing of internet banking services.

Investigating the Impact of Security Factors In E-business and Internet Banking Usage Intention among Malaysians

Investigating the Impact of Security Factors In E-business and Internet Banking Usage Intention among Malaysians

Propensity for technological adoption: an analysis of effects size in the banking sector

ABSTRACT The present study analyses the direct effects of the technological adoption model (TAM) in the banking sector by meta-analytical structural equation modelling (MASEM). A systematic review of 142 studies was conducted. Through this meta-analysis, we identify the main direct, mediating and moderating relationships. The results pointed to a stronger relationship of self-efficacy in the TAM and a partial mediator relationship of attitude in the relationship between TAM and the intention to use technology. We argue that studies that measure TAM using a greater number of variables, in countries with higher levels of human development and of a Western nature, and with higher levels of Internet connectivity and numbers of active cell phones, have a stronger relationship between ease of use and attitude towards technology. Finally, we also detected a stronger relationship of Internet banking users in the relationship between the TAM dimensions and attitudes toward using electronic banking platforms.

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

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

ANTECEDENTS AND CONSEQUENCES OF CUSTOMER INTENTION TO ADOPT INTERNET BANKING THROUGH GAMIFICATION

Purpose – The purpose of this research is to analyze the influence of gamification in the use of internet banking on the intention of customers to adopt and recommend internet banking towards Compatibility, Innovativeness, Web Design, Web Characteristic, Performance Expectancy, Effort Expectancy . This research will help the Bank to measure the effect of gamification towards their customer to use Internet Banking. So they can innovate their Internet Banking system to be more fun and entertaining, so the customer will feel more enjoy to use and they will recommend to other people. Design/methodology/approach – 192 responses were collected from customers of internet banking user by using an online questionnaire. Using the convenience sampling approach. The collected data was analyzed using SEM with the help of PLS. Findings – The results indicate that intention to adopt internet banking is positively affected by Innovativeness, Web Design Performance Expectancy and Effort Expectancy . While compatibility and web characteristic doesn’t have a positive effect. The moderating effect of gamification suggested that the relationship between customer intention to adopt and customer intention to recommend will make the gamification effect become weak. Practical Implications – The research suggests that web designer and bank management should focus on the website design of the internet banking. Enjoyable internet banking website with reward and point system will help to improve user’s intention to adopt and intention to recommend internet banking with others. So the bank should make an innovative reward system for every transaction in internet banking. Originality/value – This research provide the technology acceptance construct and adding the game elements in technology perspective of internet banking as a moderating effect, to analyze the element effect towards intention to use and intention to recommend.

Integration of UTAUT model in internet banking adoption context

PurposeTechnology acceptance, especially internet banking adoption, has become a vital issue in the business world today. The potential of this technology is enormous. The purpose of this study is to ascertain determinants of internet banking adoption using unified theory of acceptance and use of technology (UTAUT) and electronic service (e-service) quality, which accounts for changes in user’s intention to adopt internet banking.Design/methodology/approachThe authors collected data from customers of commercial banks using structured questionnaires. The data were collected in four weeks in the beginning of September 2017. A two-stage approach of confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used for data analysis.FindingsThe results reveal that integrated UTAUT model had significant influence on user intention to adopt internet banking. Findings of the SEM indicated that approximately 80 per cent of the variance in user intention to adopt internet banking was accounted by predictors. The study schematized that assurance is the most influential factor among all other technology and service quality factors. Additionally, performance expectancy and effort expectancy were found to be positive and significant mediator variables among website design, customer service and customer’s intention to adopt internet banking.Practical implicationsIt is recommended that both website designers and managers should focus on technology and service quality factors to boost the confidence of internet banking users. Importance performance matrix analysis suggested that managers should provide assurance to internet banking users, so that they could maintain a long-term relationship with internet banking services. The study calls researchers to test the integrated UTAUT model in other electronic commerce (e-commerce) domains such as online booking or online shopping websites.Originality/valueTo the best of author’s knowledge, this study is the first that extend the UTAUT model with four e-service quality dimensions, namely, website design, customer service, assurance and reliability to investigate user’s intention to adopt internet banking in developing country context of Pakistan. More importantly, the mediating role of performance expectancy and effort expectancy is examined first time within integrated UTAUT model. Furthermore, the integration of UTAUT model contributes to the advancement of internet banking acceptance and offers useful insights to researchers and policy-makers on how to enhance internet banking acceptance among customers of commercial banks.

Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context

Purpose The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also improved their ability to retain customers. This study aims to examine internet banking user’s continuance intention by integrating two well-known theories DeLone and McLean information system success model (D&M) and self-determination theory (SDT). Design/methodology/approach The research model was tested using survey data from 398 customers of commercial banks. The respondents were internet banking users. Data were analyzed using structural equation modeling. Findings The results revealed that internet banking user continuance intention is jointly determined by information quality (INFQ), service quality, satisfaction, introjected regulation, external regulation, intrinsic regulation and identified regulation. The integrated model explained 75.4 per cent variation in customer’s continuance intention to use internet banking. The results suggested that intrinsic regulation and identified regulation were the most important human motivation factors that drive customer’s intention toward continue use of internet banking. Practical implications The findings imply that managers seeking user satisfaction should focus on INFQ and service quality to enhance user continuance intention. Policymakers should focus on intrinsic and identified regulation of internet banking users. Some of the ways banks can do this is to develop enjoyable internet banking website with kind of reward system, activities that have the charm of novelty, challenge or aesthetic significance will help to improve user’s intention to continue use of internet banking. Originality/value This study contributes to the literature by integrating D&M and SDT in continuance intention and different from several traditional studies that had investigated the initial acceptance of internet banking users.

Structural equation modeling in the acceptance of internet banking in the city of Split

Electronic banking and electronic commerce have lately become an inevitable aspect of financial services. According to data about the percentage of users of Internet banking in Europe, Croatia is at the bottom of the list, with a low number of users. Thus, the question of the acceptance and use of this kind of technology arises. This research uses structural equation modeling to explore whether the motivation for the acceptance and use of Internet banking can be explained by the technology acceptance model (TAM) in the city of Split, Croatia. TAM explains the intent of using information systems through the perceived ease of use and the perceived usefulness of a system. It consists of multiple causal relationships, so structural equation modeling is adequate for hypothesis testing. A survey analysis was designed and applied on a sample of 282 working residents of Split. To make the results more credible, the gender and age structure of the sample was harmonized with the population. It is concluded that both elements of TAM positively influence the acceptance of Internet banking in Split. Since there is not much research on the use of Internet banking in Croatia and Southeast Europe, this research contributes to the poor amount of literature in this scientific area for these countries. The research findings can also help banks to understand the factors of Internet banking acceptance and to develop expansion strategies. Future research could include a cross-country comparison of individuals’ perception about Internet banking, as well as the dependence relationships of TAM factors.

ANALYSIS OF THE FINANCIAL LITERACY LEVELS OF UNIVERSITY STUDENTS: AN APPLICATION ON DEPARTMENT OF BANKING AND FINANCE - ÜNİVERSİTE ÖĞRENCİLERİNİN FİNANSAL OKURYAZARLIK DÜZEYLERİNİN ANALİZİ: BANKACILIK ve FİNANS BÖLÜMÜ ÖĞRENCİLERİ ÜZERİNE BİR UYGULAMA

Bireylerin kazanmış oldukları gelirlerini, doğru ve etkin bir şekilde değerlendirebilmeleri; bunları yatırım araçlarına kanalize ederken bilinçli olarak karar verebilmeleri, finansal konularda bilgi birikiminin yeterli düzeyde olması ile mümkündür. Finansal açıdan gerekli olan bilgi düzeyinin ölçülmesi ve finansal farkındalığı esas alan finansal okuryazarlık; bireye, kurumlara ve esasında ülke ekonomisine yapacağı katkılar dikkate alındığında ön plana çıkmaktadır. Bu çalışmada kendilerini geliştirebilme imkânı yüksek olan üniversite öğrencilerinin finansal okuryazarlık seviyeleri tespit edilmeye çalışılmıştır. Bu kapsamda Mehmet Akif Ersoy Üniversitesi İİBF’de eğitim gören Bankacılık ve Finans Bölümü öğrencilerine anket çalışması yapılmıştır. Analiz sonuçlarına göre, öğrencilerin finansal okuryazarlık seviyeleri; yüksek % 6,5, orta % 47,3, düşük % 37,2, çok düşük % 9 olarak belirlenmiştir. Ayrıca finansal okuryazarlık seviyelerinin cinsiyet, öğretim türü, sınıf, kredi kartı kullanımı, internet bankacılığı kullanımı ve döviz alım satım işlemi yapılması ile istatistiki olarak anlamlı bir şekilde farklılaştığı tespit edilmiştir.

A Study on Impact of Perceived Risk and Online Trust on Attitude towards Internet Banking Usage in India

Purpose:The purpose of this paper is to analyse how online trust and perceived risk influences attitude toward internet banking usage.This study seeks to investigate the role of online trust and perceived risk in the context of internet banking. Design/Methodology/Approach: Psychometric properties for each perceived risks of adopting internet banking were measured using Cronbach alpha and first order confirmatory factor analysis (CFA). Next, second order CFA was performed to measure the relative importance of each risk facets. Further structure equation modeling using AMOS software was performed to understand the impact of perceived risk and online trust on attitude toward internet banking usage. The sample consists of 200 internet banking adopters and nonadopters. Findings: Five facets of risk involved in internet banking were identified and these facets were: security risk, financial risk, privacy risk, time loss risk and performance risk and it was also found that respondents did not perceive social risk in internet banking adoption. The results confirm that perceived risk has negative impact while online trust has positive impact on attitude towards internet banking adoption. Practical Implimentation: Indian banking industry needs some advertisement campaign to increse online trust and reduce perceived risk related to internet banking adoption. It is important for bank managers to understand how to create online trust for internet banking. Main influencing risks to internet banking adoption are financial risk and time loss risk. Bank managers should communicate with their target audience that internet banking is financially safe and it will save your time.

The Role of Attitudes in Editing the Effect of Perception of Benefits and Use of Use on Interest in Using Internet Banking

This study aims to determine the effect of perceived benefits and the ease of use of interest in using BRI internet banking with the role of attitude as mediation. The location of this research was conducted at PT Bank Rakyat Indonesia Denpasar Branch Renon. The population in this study were BRI internet banking users, which numbered 3,641. This study uses a type of quantitative data, using primary and secondary data sources, and data collection techniques used are interviews, documentation, and using instruments in the form of questionnaires. Sampling in this study is proportional to each customer. While the determination of respondents used random sampling by lottery on the customer list. The minimum number of samples targeted in the study were 98 people. The analysis technique used is Structural Equation Modeling (SEM) with a variance based or component based approach with Partial Least Square (PLS).
 The results of this study indicate that: 1) Perception of benefits has a positive and significant effect on attitudes, 2) Ease of use has a positive and significant effect on attitudes, 3) Perception of benefits has a positive and significant effect on interests, 4) Ease of use has a positive and significant effect on attitudes, 5) Perception of benefits has a positive and significant effect on interest through attitudes, 6) Ease of use has a positive and significant effect on interest through attitude.

CONSUMERS’ PARSIMONY OF MOBILE INTERNET BANKING USAGE IN MALAYSIA

Purpose of the Study: The objective of this study is to empirically investigate the determinants of the adoption of mobile Internet Banking in Malaysia. However, the slow growth of mobile Internet banking usage as comparison to online Internet Banking increases the concern on the adoption and parsimony issues of mobile Internet banking (MI-Banking) usage in managing personal finances and banking activities.
 Methodology: Self-administered survey was applied and analyzed by using V-Base structural equation modeling. The responses of 358 respondents were analyzed by using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) technique.
 Results: The findings of this study revealed that perceived ease of use, perceived usefulness, and perceived risk significantly influenced the adoption of mobile internet banking, while perceived ease of use was found to have the greatest influence on the overall adoption of mobile internet banking. At the same token, perceived ease of use was found to have a significant influence on perceived usefulness.
 Implications: The application of mobile internet services has increased and mobile phones are becoming significant tools for managing and controlling personal finances and spending. Thus, a study was conducted to seek clarification on the predictors of mobile Internet banking adoption among Malaysians that will embark further and deeper studies in the context of mobile Internet Banking.

The Impact of Banking Industry on Customers Perception of Privacy, Risk and Security on Internet Banking Usage

The Impact of Banking Industry on Customers Perception of Privacy, Risk and Security on Internet Banking Usage

Integration of expectation confirmation theory and self-determination theory in internet banking continuance intention

PurposeThe expansion of information technology (IT) has become a great challenge in the business world today. Benefits from IT investment are only realized through sustained usage, rather than initial acceptance. Therefore, designing strategies continuously attracting user retention is the most critical and general question in IT global market. This paper aims to develop an integrated model that combines two well-known theories expectation confirmation theory (ECT) and self-determination theory (SDT) to determine customer’s continuance intention toward use internet banking.Design/methodology/approachA total number of 398 customers of commercial banks participated in this research. The research model was empirically tested using structural equation modeling.FindingsThe findings reveal that both ECT and SDT have significant influence in a customer’s continuance usage intention. The integrated model has good explanatory power (76.3%) to predict customer’s continuance intention toward use of internet banking. Additionally, importance performance matrix analysis indicates that intrinsic regulation and customer’s satisfaction are the most important factors to determine internet banking user’s continuance intention.Practical implicationInternet banking users will be intrinsically motivated only for those activities that generate intrinsic interest for them, activities that have the charm of novelty, challenge or aesthetic significance. Thus, understanding banking customer intrinsic values should be a priority for managers and policymakers. Theoretically, integration of two well-known theories, ECT and SDT, provide basis for further refinement of technology continuance model in emerging e-payment domain.Originality/valueThis study is different from several traditional studies that had investigated initial acceptance of internet banking. In contrast, this study provides a comprehensive analysis of customer’s behavior in continuance intention context with technology (ECT) and motivational factors (SDT).