Internet banking: a customer-centric perspective

Sciglimpaglia, Don; Ely, David P.

doi:10.1109/hicss.2002.994179

Cited by 14 publications

(8 citation statements)

References 5 publications

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“…39 Scholars such as Sathye 40 Sources : Diniz, 25 Chiemeke et al , 20 Ayo and Babajide, 26 48 have also found that place of residence and type of employment affected IB adoption intention in China and Australia, respectively. However, there has been no consensus among scholars in the area on the extent to which any of the demographic factors can infl uence IB adoption attitudes.…”

Section: Literature Reviewmentioning

confidence: 96%

Effects of demographic factors on bank customers’ attitudes and intention toward Internet banking adoption in a major developing African country

Onyia

Tagg

2011

J Financ Serv Mark

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This study provides an African perspective to the global research and literature on retail customer adoption of Internet banking (IB). It empirically examines the infl uence of seven demographic variables -age, gender, level of education, marital status, employment status, income level and area of residence -on retail banking customers ' behaviours toward IB adoption in a major developing African country -Nigeria. A sample of 500 customers was surveyed, and ANOVA and multiple regression analyses were used in testing the association of the variables with customer attitude and intention toward IB adoption. Although all seven variables were correlated with attitude and intention, only gender, level of education, and employment status showed signifi cant ability to infl uence Nigerian customers ' attitude and intention toward IB adoption. The study therefore concludes that gender, level of education, and employment status are the major demographic affecters of Nigerian banking customers ' attitudes to IB adoption.

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Section: Literature Reviewmentioning

confidence: 96%

Effects of demographic factors on bank customers’ attitudes and intention toward Internet banking adoption in a major developing African country

Onyia

Tagg

2011

J Financ Serv Mark

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“…They found evidence that certain dimensions of attitude, namely relative advantage, compatibility with values, Internet experience, banking needs, trialability, and risk, as well as certain dimensions of perceived behavior control, specifically self-efficacy and government support, were significantly related the intention to use Internet banking. Sciglimpaglia and Ely [2002] found a high risk of customer loss for banks offering their services on the Internet. Their study suggested that 32.9 percent of customers would consider switching banks based on the interest rate offered by other online banking service providers and, for customers who have Internet connectivity in their homes, the possibility of switching increased to 40.5 percent.…”

Section: Internet Bankingmentioning

confidence: 99%

Internet Banking and Customers’ Acceptance in Jordan: The Unified Model’s Perspective

Abu-Shanab

Pearson

2010

CAIS

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Internet banking in Jordan has developed rapidly since the year 2001, as most Jordanian banks have adopted some form of Internet usage and launched websites to serve their customers. This study extends the Unified Theory of Acceptance and Use of Technology (UTAUT) by adding perceived facilitating conditions and personality dimensions, two factors that have been suggested as important determinants of technology adoption. The frame of the study was-counter bank customers‖ sampled in three banks from three major cities in Jordan. The results indicated partial support for the UTAUT with respect to the predictors' effect on behavioral intentions. The extended model supported the influence of performance expectancy, social influence, self-efficacy, perceived trust, and locus of control on the individual's intentions to use Internet banking. Implications for research and practice, limitations, future research, and conclusions are discussed.

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“…Sciglimpaglia and Ely (2002) stated that offering banking services via the net is very risky and might lead to losing customers. They reported that 32.9 percent of all customers would be tempted to switch banks if they discovered a better rate, and this percentage would increase to 40.5 percent if customers have an existing internet connection.…”

Section: Internet Bankingmentioning

confidence: 99%

Determinants of Internet Banking Adoption in Jordan

Abu-Assi¹,

Al-Dmour²,

Al‐Zu'bi³

2014

IJBM

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The primary purpose of internet banking research is to investigate the factors that influence the E-Banking adoption of clients who have internet access. To develop a theoretical framework model in the context of this study, the literature that relates to the Technology Acceptance Model (TAM), Diffusion of Innovations (DOI), Technology Readiness Index (TRI) and their various adaptations were undertaken. Internet banking has been considered an innovative service, whose potential adoption by clients will be investigated. The model of this research purposes an extension to the latter models, which account for essential factors that affect the adoption of E-Banking services in Jordanian commercial banks.The study population was identified as banking clients who regularly use their online banking system account. The study used the questionnaire survey method in order to test the hypotheses and to explore its implications. 350 questionnaires were disseminated to the research sample. Multiple Regression and One Way ANOVA tests were applied to test the research hypothesis.The results show that compatibility, perceived ease of use, security and perceived usefulness positively affect internet banking adoption. Furthermore, this research adds a new component by studying the effect of all the independent factors together and identifies a positive relationship between them and internet banking adoption. Hence, synergistic relations between these factors should be secured in order to ensure their higher effect on internet banking adoption. In addition, the research demonstrates that all demographic categories studied have influenced internet banking adoption, indicating that they should be used to build the correct segmentation for consumers in order to develop proper marketing strategies.Based on the findings of the research, a number of recommendations are presented to increase internet banking adoption among the Jordanian consumers. First, to enhance internet banking adoption, banks should combine the concepts of compatibility, perceived ease of use, perceived usefulness, and security into the online banking services concept in the stage of market planning and ensure proper synergy between these variables in order to increase the level of internet banking adoption. Moreover, both marketers and banks can utilize the demographic variables in order to improve their marketing activities for online banking. Finally, since the Jordanian financial system is going through a period of extensive change, the development process should not be linked to one specific bank or another, but instead all banks under the Central Bank of Jordan should try to build long-term strategies that include an awareness component in order to raise internet banking adoption awareness amongst Jordanian banking clients.

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Internet banking: a customer-centric perspective

Cited by 14 publications

References 5 publications

Effects of demographic factors on bank customers’ attitudes and intention toward Internet banking adoption in a major developing African country

Effects of demographic factors on bank customers’ attitudes and intention toward Internet banking adoption in a major developing African country

Internet Banking and Customers’ Acceptance in Jordan: The Unified Model’s Perspective

Determinants of Internet Banking Adoption in Jordan

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