An investigation into the usability and acceptability of multi-channel authentication to online banking users in Oman

Authentication mechanisms provide the cornerstone for security for many distributed systems, especially for increasingly popular online applications. For decades, widely used, traditional authentication methods included passwords and PINs that are now inadequate to protect online users and organizations from ever more sophisticated attacks. This study proposes an improvement to traditional authentication mechanisms. The solution introduced here includes a one-time-password (OTP) and incorporates the concept of multiple levels and multiple channels – features that are much more successful than traditional authentication mechanisms in protecting users' online accounts from being compromised. This research study reviews and evaluates current authentication classes and mechanisms and proposes an authentication mechanism that uses a variety of techniques, including multiple channels, to resist attacks more effectively than most commonly used mechanisms. Three aspects of the mechanism were evaluated: 1. The security of multi-channel authentication (MCA) was evaluated in theoretical terms, using a widely accepted methodology. 2. The usability was evaluated by carrying out a user study. 3. Finally, the acceptability thereof was evaluated by asking the participants in study (2) specific questions which aligned with the technology acceptance model (TAM). The study’s analysis of the data, gathered from online questionnaires and application log tables, showed that most participants found the MCA mechanism superior to other available authentication mechanisms and clearly supported the proposed MCA mechanism and the benefits that it provides. The research presents guidelines on how to implement the proposed mechanism, provides a detailed analysis of its effectiveness in protecting users' online accounts against specific, commonly deployed attacks, and reports on its usability and acceptability. It represents a significant step forward in the evolution of authentication mechanisms meeting the security needs of online users while maintaining usability

Perceived Trust of E-Services, Perceived Usefulness and Adoption of E-Banking amongst the Students of University of Kelaniya: A Relational Study

This study examines the relationship of perceived usefulness and perceived trust of e-services on adopting e-banking in the context of Sri Lankan private commercial banks. Sample was drawn from the students of University of Kelaniya, those who are possessing e-banking facilities of private banks. Initially 500 questionnaires were distributed and 305 duly completed questionnaires were considered for the final data analysis process. Governing factors on perceived trust of e-services were identified by conducting principal component analysis. TAM has been extended by using the perceived trust of e-services. In order to test the hypotheses, correlation analysis followed by multiple regression analysis using hierarchical method along with diagnosis tests for outliers, residuals, influential cases, were performed whilst supplementary statistical tests, such as trend analysis and contrast test of ANOVA were also used for further analysis of demographic characteristics with special reference to respondents’ income levels. The empirical evidence supported two hypotheses indicating the positive relationships of perceived trust of e-services and perceived usefulness variables towards e-banking adoption. Furthermore, it was revealed that there are differences in adoption of e-banking with regard to several demographic variables. Third hypothesis stating the existence of differences in adoption of e-banking between lower income category customers and higher income category was also supported. Restricted sample selection and time restrictions are limitations. Nevertheless, extending of TAM in relation to present research context could be noted as the originality of the research. Findings would be beneficial for Sri Lankan bankers and banking application developers, alike. In conclusion, future research could be conducted in varied contexts in the field of technology adoption in search of novel findings. Key words E-banking; Internet banking; Perceived trust; Perceived usefulness; Sri Lanka Cite this paper: D.A.G. Nayanajith, D.M.R. Dissanayake, R.A.S. Weerasiri, K.A. Damunupola (2021). Perceived Trust of E-Services, Perceived Usefulness and Adoption of E-Banking amongst the Students of University of Kelaniya: A Relational Study, Vidyodaya Journal of Management, 7(1), 27-59

Effects of User Experience on Identity Authentication in the Nigerian E-banking Environment

A positive user authentication experience in e-banking is becoming increasingly challenging for providers of banking services. Users experience is crucial in justifying moneys spent in technologies. The use of Technology and its acceptance is a field of learning that researchers are working assiduously to discover factors affecting user identity authentication experience in e-banking. The study will investigate the factors affecting user experience in identity authentication in Nigeria e-banking environment using UTAUT model. Statistical methods will be used for analysis. The geographical scope of this work will be restricted to federal capital territory (FCT) in North Central Nigeria. Bank officials and customers will be selected from FCT and samples will be drawn through purposive sampling technique. Findings will disclose factors affecting user authentication experience. Recommendations will be made and the model derived which is UTAUT elements will make contributions extensively to the body of literature

What Influencing Consumers To Resist Using Mobile Banking

This study employed the theory of innovation resistance as a research basis to investigate main factors that influence individuals to resist using mobile banking. Compared to that numerous researches used innovation adoption theories to investigate what affects individuals to adopt mobile banking over the past ten years, this empirical study could advance current knowledge on the non-adoption of mobile banking. Besides, from innovation resistance perspectives to explore the mobile banking adoption and non-adoption, this study could provide banks valuable clues to develop elaborate and differentiated service, marketing, and business strategies in the mobile banking context

Relationship quality as antecedent of customer relationship proneness: a cross-cultural study between Spain and Mexico

Some factors such as the globalization and the development of information technologies are changing the dynamics of the relationship marketing bases. The new competitive framework defined by the relevance of online channels have caused the way of approaching relationship management with consumers to change. In this context, relationship quality (RQ) allows to understand the proneness of consumers to keep their commercial relations alive. Several are the studies that analyse RQ antecedents, but none has used a comprehensive management approach that includes resources and capabilities (such as market orientation or knowledge management), as perceived by customers, that a company has available for management in order to enhance said RQ in an online context. This work-in-progress aims to analyse the effect of said perceived quality on the consumer’s proneness to maintain the relationship under a cross-cultural context, considering the perceptions of Spanish and Mexican users of online banking services

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

The Adoption of Internet Banking in a Developing Economy

The international world has witnessed significant developments in internet banking. This has presented opportunities to both banks and customers in the world of e-commerce. The adoption rate for internet banking in South Africa has been low, compared to other developing countries. With a reasonably well developed infrastructure, South Africa presents itself with great market potential for internet banking. Given this scenario, this paper examines the factors influencing the adoption of internet banking in South Africa. A survey was conducted using a sample of 400 consumers using a quantitative and descriptive design. The results indicate a relationship between the selected biographical variables and the adoption of internet banking. Perceived usefulness, an indicator of relative advantage was associated with the adoption of internet banking. Users considered internet banking to be less complex and less costly than non-users. It emerged that both users and non-users did not consider social influences as being a factor in the adoption of internet banking

Personal experiences of digital public services access and use : Older migrants’ digital choices

This paper presents a study of the personal experiences of older migrants as they use digital technologies and electronic services. Focusing primarily on digital health and social services, the aim of this research is to gain a better understanding of the digital divide at a micro-level. The concept of digital choice is used to analyse the personal decisions that lead to an engagement with digital technologies and internet services or a disengagement from online tools. A qualitative case study of Russian-speaking migrants in Finland utilised participant observation, interviews, and diaries to gain insights into the adoption of digital public services from the user perspective. This paper contributes to the view of digital engagement as a complex and multifaceted process that involves socio-demographic determinants, as well as individual agency and social context. The key findings of this study show that individual efforts and personal attributes, such as habits, sense of trust, and fears, play critical roles in shaping digital engagement. The context of ongoing digitalisation in the public sphere is discussed as an important push factor influencing the research participants’ adoption and use of digital services.Peer reviewe