Consumer Factors Affecting Adoption of Internet Banking Services

2011 ◽  
pp. 113-134
Author(s):  
Wen-Jang Jih ◽  
Shu-Yeng Wong ◽  
Tsung-Bin Chang
Keyword(s):  
Perceived Risk ◽  
Information Technologies ◽  
Internet Banking ◽  
Point Of View ◽  
Primary Data ◽  
Information Process ◽  
Banking Services ◽  
Perceived Risks ◽  
Secure Information ◽  
Internet Banking Services

Banking is often regarded as an information-intensive industry. From the information process point of view, banking services primarily involve creation, processing, storage, and distribution of financial information. Although most of these services can be conveniently handled via Internet-based information technologies, adoption of Internet banking has been less than optimal. Existing research has revealed that this convenience may be offset, to varying degrees, by customer-perceived risk associated with transacting in the wide-open cyberworld. A key challenge for online bankers is to maintain a secure information infrastructure that effectively manages the perceived risk factors. This research examines usages of Internet banking services, investigates the nature and sources of customers’ perceived risks, and tests hypotheses with regard to impacts of perceived risks on Internet banking adoption. Using primary data collected in Taiwan, the study finds significant relationships among involvement, familiarity, perceived risks, perception of measures for reducing perceived risks, and customer willingness to adopt Internet banking services. The findings have significant implications for practice and research in Internet banking.

Effects of Perceived Risks on Adoption of Internet Banking Services

2008 ◽  
pp. 1532-1549
Author(s):  
Wen-Jang Jih ◽  
Shu-Yeng Wong ◽  
Tsung-Bin Chang
Keyword(s):  
Perceived Risk ◽  
Information Technologies ◽  
Internet Banking ◽  
Primary Data ◽  
Banking Services ◽  
Perceived Risks ◽  
Significant Relationships ◽  
Secure Information ◽  
Willingness To Adopt ◽  
Internet Banking Services

Banking services primarily involve the creation, processing, storage, and distribution of financial information. Most of these services can be conveniently handled via Internet-based information technologies. This convenience, however, may be offset to a certain degree by customers’ perception of the risks associated with transacting in the wide-open cyber-world. A key challenge for online bankers is to maintain a secure information infrastructure that effectively manages the perceived risk factors. This research examines usages of Internet banking services, investigates the nature and sources of customers’ perceived risks, and tests hypotheses with regard to impacts of perceived risks on Internet banking adoption. Using primary data collected in Taiwan, the study finds significant relationships among involvement, familiarity, perceived risks, perception of measures for reducing perceived risks, and customer willingness to adopt Internet banking services. The findings have significant implications for the practice and research in Internet banking.

An empirical investigation of the Turkish consumers’ acceptance of Internet banking services

2001 ◽  
Vol 19 (4) ◽  
pp. 156-165 ◽  
Author(s):  
Vichuda Nui Polatoglu ◽  
Serap Ekin
Keyword(s):  
Perceived Risk ◽  
Banking Sector ◽  
Organizational Factors ◽  
Internet Banking ◽  
Consumer Acceptance ◽  
Relative Advantage ◽  
Operational Cost ◽  
Related Factors ◽  
Banking Services ◽  
Internet Banking Services

An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer‐related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.

Consumer attitude and behavioural intention towards Internet banking adoption in India

2015 ◽  
Vol 7 (1) ◽  
pp. 67-102 ◽  
Author(s):  
Irfan Bashir ◽  
Chendragiri Madhavaiah
Keyword(s):  
Perceived Risk ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Website Design ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Perceived Enjoyment ◽  
Internet Banking Services

Purpose – The purpose of this paper is to provide an insight into the determinants of the customers’ attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence. Design/methodology/approach – A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey. Findings – The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers’ attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers’ behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use. Research limitations/implications – Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study. Practical implications – This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers. Originality/value – This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.

scholarly journals The effect of web-related features on intention to use online banking of ATM users

2021 ◽  
Vol 5 (4) ◽  
pp. 629-640
Author(s):  
Khalid AL-Zu’bi
Keyword(s):  
Commercial Banks ◽  
Perceived Risk ◽  
Internet Banking ◽  
Online Banking ◽  
Intention To Use ◽  
Banking Services ◽  
Perceived Benefit ◽  
Intent To Use ◽  
Internet Banking Services ◽  
The Impact

This study aimed to determine the intention of ATM users in Jordan to use internet banking services by investigating the effect of web-related features on their intention to use internet banking. The study sample was randomly selected. The results indicated that the level of internet banking usage among employees who use the ATM service is still underutilized. Also, computer self-efficacy significantly mitigated the effect of perceived risk, website quality, and perceived benefit on customers' intent to use online banking but did not significantly mitigate the impact of perceived use and compatibility on customers' intent to use online banking. The results can be useful for commercial banks that have implemented online banking in all their applications or are planning to do so. The study also provides benefits to academic researchers interested in the topic researched, commercial banks, commercial bank customers.

The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

2016 ◽  
Vol 14 (3) ◽  
pp. 57-79 ◽  
Author(s):  
Padid Akbarzadeh Gharib
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Perceived Risk ◽  
Success Factors ◽  
Internet Banking ◽  
Causal Effects ◽  
Banking Services ◽  
Information System Success ◽  
Internet Banking Services

Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.

Internet Banking Adoption by the Customers of Private Sector Banks in India

2014 ◽  
pp. 43-53
Author(s):  
G. Varaprasad ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Private Sector ◽  
Perceived Risk ◽  
Banking Sector ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Relative Advantage ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Internet Banking Services

The rapid advancements in communication and information technology have changed the functional scenario of the banking sector significantly. The savings in time, money and effort by a novel channel of banking called as internet banking has been found to be an optional channel for the traditional banking. The objective of this study is to identify the determinants of internet banking adoption in private sector banks of India. Factors such as perceived usefulness, perceived ease of use, perceived risk, relative advantage and trialability have been found to be the determinants of internet banking in the previous studies. A new variable called conspicuousness has been introduced in the present study. Such a study has not been conducted in the Indian context antecedently. A model has been proposed and tested using various statistical techniques. The findings are of great use primarily for the banks which are planning to offer internet banking services, and for already existing banks to focus on the gaps.

CUSTOMERS' SATISFACTION TOWARDS INTERNET BANKING OF ICICI BANK LIMITED - A STUDY IN ERODE CITY

2015 ◽  
Vol 6 (01-02) ◽  
Author(s):  
M. VASAN
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Top Management ◽  
Banking Services ◽  
Level Of Satisfaction ◽  
Study Results ◽  
High Level ◽  
Internet Banking Services ◽  
Structured Questionnaire

The study has been conducted in order to meticulously evaluate and examine the level of satisfaction towards internet banking services. The purpose of this study is also to observe and analyze the purpose of using internet banking, reasons for chosen internet banking, satisfaction of customers towards internet banking and to find out the problems encountered by the customers. The primary data for this study was compiled through well-structured questionnaire filled in on a one-to-one basis by 120 customers of ICICI Bank. The study results clearly indicated that the majority of the users of internet banking were in the high level of satisfaction. Hence, the study highlights the important points that ICICI Bank's top management must consider in order to increase the number of internet banking users and to improve their service quality

scholarly journals Study on Internet Banking Services of Commercial Banks in Nepal

2021 ◽  
Vol 3 (1) ◽  
pp. 111-120
Author(s):  
Sameer Gautam ◽  
Sujan Devkota
Keyword(s):  
Data Collection ◽  
Financial Institutions ◽  
Commercial Banks ◽  
Banking System ◽  
Internet Banking ◽  
Primary Data ◽  
Banking Services ◽  
Service Oriented ◽  
The Comparative Study ◽  
Internet Banking Services

Most of the banks and financial institutions of Nepal have been moving towards the e-Banking system as all of them want to increase customer satisfaction and relationship (especially in terms of time), scope, and transaction facilities. The scope of this study is to analyze different Internet banking services and their parameters provided by commercial of Nepal. The study used a questionnaire by using Google Form, which was provided to the respondents in their email addresses for primary data collection.  A sample of four respondent’s banks, from 27 banks(Nepal Rasta Bank 2021) and different 18 attributes were taken to analyze their performance. The comparative study is done by analyzing different Internet banking services and their parameters provided by commercial banks such as Transaction-Intra and Interbank, Merchant tie-up, Wallet Support, Utility payment, Transaction cost, Transaction Limit, and IPS connectivity by using bar charts analysis. The study shows that there are no single parameters that can be used to compare the services. Thus, the model of study proposed here is helpful for the comparison of services of financial institutions.  Further, the model can be implemented to compare any kind of services in any service-oriented organizations.

Perceived risk and Chinese consumers' internet banking services adoption

2008 ◽  
Vol 26 (7) ◽  
pp. 505-525 ◽  
Author(s):  
Anita Lifen Zhao ◽  
Stuart Hanmer‐Lloyd ◽  
Philippa Ward ◽  
Mark M.H. Goode
Keyword(s):  
Perceived Risk ◽  
Internet Banking ◽  
Chinese Consumers ◽  
Banking Services ◽  
Internet Banking Services
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