Trust, Security and Perceived Risk Models for Designing Internet Banking

This research assesses the behaviour patterns of existing bank customers towards Internet banking service in the UK (non-adopters and adopters), and their continuing usage or abandonment of service. The study also develops a theoretical model for trust, risks and Internet banking security, to achieve safety in the area of Internet banking services. Specifically, the majority of existing studies neglect patterns of post-adoption (continued use and abandonment of use) of Internet banking; focusing instead on either adoption or acceptance of internet banking (pre-adoption). The research in this thesis responds to this gap in the existing literature, offering a reassessment of the authentic use of Internet banking services in the UK. It does so by exploring the influence of trust, perceived risk, and security concerns, on customers’ behaviour and intention to use or not use Internet banking services. To address the study aims, it first develops conceptual frameworks. These encompass trust, security and perceived risk factors, and identification, and determine what influences consumers in their non-adoption, adoption, continued use, or abandonment of Internet banking. The study investigates customers located in Leicester city, and applies a quantitative research design, using a survey as the primary means of data collection. There were eight hundred and thirty eight valid copies (838) of the questionnaire, comprising a sample of 503 Internet banking users, 291 non-users of Internet banking and 44 abandoners of Internet banking. III A combination of simple regressions, correlation coefficients and frequencies (Categorical Variables), was used to analyse the data, by subjecting it to statistical analysis software SPSS. Initial statistical results displayed that 34.7% of the study sample were non-users of Internet banking, with Internet banking services abandonees being a minority. They represented just 5.30%, i.e. 44 customers from an overall study sample of 838. For them, trust, security and perceived risk were significant influences. Similarly, in adoption and continuity models, 60% of active users mentioned that trust has a low effect on their intentions for Internet banking adoption, while security and perceived risk had a very low influence on service adoption. On the other hand, the findings demonstrated that one-third of the users sampled mentioned other Internet banking adoption factors besides trust, namely: convenience, ease of use, saving time, ease of access, good monitoring and control of accounts, and speed when performing transactions. With regard to the continuity of usage, 87% of service users agree, or strongly agreed, about their future intentions regarding continuity. Reasons for continued use of Internet banking were trust, security and perceived risk. Additionally statistical analysis found weak relationships between perceived intentions and three factors. Further, the findings also highlighted that the relationships between demographic characteristics and customers’ trust, security and perceived risk were weak in three areas (Non-users, Abandoners and Users). One of the main contributions of this study is the development of a safety area model for Internet banking usage. The safety aspects identified were trust, security and low-risk degree between 53%, 51% and 9%, according to customers’ recommendations. IV This model will serve as a basis for future studies, to determine safety area in which to exercise Internet banking. However, the usefulness of this may vary from one environment to another and by time. Overall, the research contributes to knowledge and understanding of Internet banking patterns during two phases: pre-adoption and post-adoption of services (non-adoption, abandonment, adoption and continuity of use).Moreover, the research findings and insights will help bank executives, developers, academics, managers, and stakeholders, to formulate strategies and service frameworks to induce clients to accept services. Furthermore, maximising productivity and profitability through the creation of sustainable relationships in the long term with users will improve their satisfaction and retention. Bank administrators and decision makers should take advantage of the safety area model, and consider the views and recommendations of customers

A New Model to Identify the Reliability and Trust of Internet Banking Users Using Fuzzy Theory and Data-Mining

As a result of changes in approach from traditional to virtual banking system, security in data exchange has become more important; thus, it seems essentially necessary to present a pattern based on smart models in order to reduce fraud in this field. A new algorithm has been provided in this article to improve security and to specify the limits of giving special services to Internet banking users in order to pave appropriate ground for virtual banking. In addition to identifying behavioral models of customers, this algorithm compares the behaviors of any customer with this model and finally computes the rate of trust in customer’s behavior. The hybrid data-mining and knowledge based structure has been adapted in this algorithm according to fuzzy systems. In this research, qualitative data was gathered from interviews with banking experts, analyzed by Expert Choice to identify the most important variables of customer behavior analysis, and to analyze customer behavior and customer bank Internet transaction data for a period of one year by MATLAB and Clementine. The results of this survey indicate that the potential of the given structure to recognize the rate of trust in Internet bank user’s behavior might be at reasonable level for experts in this area

Kualitas Layanan dan Tata Kelola Internet Banking dari Persepsi Nasabah

A bank is required to improve the service quality for customers, including Internet Banking services. Many models of service quality show many variables in the dimensions of service quality for internet banking research. In this study, the dimensions of service quality includes six variables namely Benefits, Easiness, Security, Efficiency, Responsiveness, and Physical Ability. Data from 258 respondents have been collected and analyzed using linear regression and domain analysis approch, the finding of the research is that the Benefits, Efficiency and Physical Ability have significant positive effect to the adoption of Internet Banking in Internet Banking users. Bank customers perceive that the bank need to pay attention about the increased adoption of internet banking with the aspect of security, features availability, communication, convenience, and warranty. Customers perceive that the advantages of using internet banking is a secure internet banking service, availability of transaction features according to the customer’s needs, the bank website which is users friendly. The Implementation of good internet banking require high responsiveness (responsiveness) with fast access to the bank website, 24-hours call center service support, internet banking service problem solving with an ensured time , the competence of bank officials with adequate knowledge about internet banking

Faktor Determinan Minat Individu Terhadap Penggunaan Internet Banking (Studi Kasus Pada Nasabah Yang Menggunakan Layanan Internet Banking Pada Bank BRI Wilayah Surakarta)

This study purposes to examine the factors that influence intention to use internet banking.This research is a replication and models development of Technology Acceptance Model (TAM) from previous studies. Used in this study population was all the customers Bank BRI in Surakarta. The data used in this research is primary data and data collection was performed using a questionnaire. A method of the sample collection by way of a method of convenience. The total sample collected as many as 65 customers and the questionnaires back and the questionnaire can be processed as many as 60. Analysis technique in this study was multiple linear regression analysi. The result of analysis for this model shows that the security and perceived risk affect the intention to use internet banking. Even though that the construct perceived usefulness and perceived ease of use did not influence the intention to use internet banking. This means that the intention to use internet banking is influenced by the security and perceived risk. Keywords: Technology Acceptance Model (TAM),Perceived usefulness, perceived ease of use, security,perceived risk, intention to use internet bankin

Design a New Model in Adoption of Internet Banking (B2c)

ABSTRACT This study aims to investigate the effective factors on Internet Banking including convenience, accessibility, and perception of benefits. Note that the perception of benefits and security plays the most important role and indicate how useful these services are for the customers. Similarly, a new model has been designed for Internet Banking Acceptance which is derived from some foreign models and an internal (Iran) model. This model shows a significant relationship between these factors on customer acceptance of Internet Banking. This model can also be applied for future researches with a larger sample. The final section contains an analysis of the model, conclusions and recommendations for further research in order to promote the quality level of services effectively

An Empirical Investigation of the Level of Users’ Acceptance of E-Banking in Nigeria

Nigeria was depicted to be the fastest growing telecommunications nation in African. Presently, all members of the Nigeria banking industry have engaged the use of Information and Communication Technology (ICT) as a platform for effective and efficient means of conducting financial transactions. This paper focuses on determining the level of users’ acceptance of the electronic banking services and investigating the factors that determine users’ behavioral intentions to use electronic banking systems in Nigeria. The survey instrument employed involved design and administration of a total of 500 survey questionnaires within the Lagos metropolis and its environs. An extended Technology Acceptance Model (TAM) was employed as a conceptual framework to investigate the factors that influence users’ acceptance and intention to use electronic banking. To test the model, data was collected from 292 customers from various commercial banks in Nigeria. The model measured the impact of Perceived Credibility (PC), Computer Self-Efficacy (CSE), Perceived Usefulness (PU), and Perceived Ease of Use (PEOU) on customer attitude and customer attitude on customer adaptation. The result of this research shows that ATM still remains the most widely used form e-Banking service. Banks’ customers who are active users of e-Banking system use it because it is convenient, easy to use, time saving and appropriate for their transaction needs. Also the network security and the security of the system in terms of privacy are the major concerns of the users and constitute hindrance to intending users

The Application of AHP Model to Guide Decision Makers: A Case Study of E-banking Security

Changes in technology have resulted in new ways for bankers to deliver their services to costumers. Electronic banking systems in various forms are the evidence of such advancement. However, information security threats also evolving along this trend. This paper proposes the application of Analytic Hierarchy Process (AHP) methodology to guide decision makers in banking industries to deal with information security policy. The model is structured according aspects of information security policy in conjunction with information security elements. We found that cultural aspect is valued on the top priority among other security aspects, while confidentiality is considered as the most important factor in terms of information security elements.Comment: 5 page

The State of e-Banking Implementation in Nigeria: A Post-Consolidation Review

The most widely used e-Banking instrument in �igeria is e-Payment, particularly the automatic teller machine (ATM) card. However, with the adoption of e-Banking by all the banks in �igeria, the volume of cash in circulation has continued to increase pre-and-post bank recapitalization/consolidation exercise. Furthermore, some of the 25 banks that survived the exercise were found lately to have depleted their capital base and have lost credibility before the consumers, e-Banking implementation notwithstanding. Therefore, in this paper, we review the state of e-Banking implementation in �igeria and evaluate the influence of trust on the adoption of e-Payment using an extended technology acceptance model (TAM). Similarly, we investigate organizational reputation, perceived risk and perceived trust in the management of banks as a factor for enhancing customer loyalty. The findings in this work reveal that perceived ease of use and perceived usefulness are not only antecedent to ebanking acceptance, they are also factors to retain customers to the use of e-banking system such as organizational reputation, perceived risk and trust

Dynamics of banking technology adoption: an application to internet banking

This paper is concerned with examining behaviour of firms (banks) and consumers (banks’ customers) in the event of a new technology (internet banking) introduction. The determinants of consumer adoption of internet banking are characterised using survey data from Korea in both static and dynamic framework. I find evidence that adoption of internet banking is influenced by sex, age, marital status, degree of exposure to internet banking, and the characteristics of the banks. A duration analysis shows no evidence of first mover advantage (order effects) in internet banking whilst the largest bank (rank effects) in commercial banking remains dominant in internet banking. The results imply that the internet banking adoption is dominated by social norm effects