Internet banking in the UK: Why are there not more customers?

White, Helen; Nteli, Fotini

doi:10.1057/palgrave.fsm.4770140

Cited by 104 publications

(68 citation statements)

References 11 publications

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“…Today, financial services are confronting with rapid changes in technology, unstable economic environment, intensive competition, different and changing climate and an imbalance ambience which all create a set of important challenges in the industry (Yuksel et al, 2010;White & Nteli, 2004). Financial service sector especially banks are facing with experiences not seen in their history.…”

Section: Introductionmentioning

confidence: 99%

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

Kordnaeij¹,

Askaripoor²,

Imani³

2013

BMR

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Present study is conducted to evaluate and identify the most important e-baking service quality Dimensions in Iranian banking industry which would finally yield to more customers' satisfaction and Brand Equity. To this end, Refah bank is used for this study. The research is a survey -type. To collect data, a questionnaire was used that was a combination of different resources in the relevant literature. A sample consisting of 384 customers of the bank in Tehran was selected. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) as well as two LISREL and SPSS software packages were used to analyze data. Research findings indicate significant impact of "Accessibility", "Easiness", "Trust", "Security", "Website designing", "Website content", "Speed" and "Commission" on "Satisfaction" and the significant impact of "Satisfaction" on "Brand Equity".

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Section: Introductionmentioning

confidence: 99%

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

Kordnaeij¹,

Askaripoor²,

Imani³

2013

BMR

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“…Cooper (1997) also found the risk played an important role from a consumer opinion perspective in the adoption of innovation. White and Nteli (2004) studied IB in the U.K. and the results illustrate that the security of a bank's website was seen to be significantly more important than the other attributes, and that security was still the number one issue in consumers' minds when considering IB. Many other studies have identified risk and security as important attributes for the adoption of technological innovation (e.g.…”

mentioning

confidence: 99%

Factors Underlying the Adoption of Online Banking by Mexican Consumers

Mansumitrchai¹,

Al‐Malkawi²

2011

IJBM

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Although Mexico is considered one of the most important emerging markets in global business, there is little knowledge about the adoption of internet banking in Mexico. Thus, the purpose of this study is to examine the factors underlying the adoption characteristics of internet (online) banking by Mexican consumers, which will benefit both academics and financial institutions. The paper uses both qualitative and quantitative approaches for research methodology. The qualitative method is used to gain insight into how consumers value online banking by interviewing both adopters and non-adopters of internet banking (hereafter IB). Then, a questionnaire is developed to include thirty-nine questions. The paper utilizes Factor Analysis to identify the characteristics of the adoption and the Analysis of Variance (ANOVA) to examine the differences between adopters and non-adopters' attitudes toward some attributes of the adoption. The results from Factor Analysis suggest eight characteristics of the adoption, namely difficulty, trust, compatibility, third party concerns, human contact, social influence, security, and computer proficiency. Analysis of Variance shows that adopters and non-adopters differed on their attitudes toward four attributes of the adoption: difficulty, trust, compatibility and human contact. Comparing the attitudes of adopters and non-adopters with the issues of security and third party concerns, the study found no significant differences. An interesting finding was that human or physical contact was considered important for non-adopters, showing the weakness of online banking. A discussion of the results and the implications for bank managers were included in the study.

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“…Barclays, Lloyds, Natwest, etc. ) as an alternative to branch banking where a customer physically visits the bank to transact business (White and Nteli, 2004). Internet banking is also offered by banks that operate wholly as "virtual, branchless, or internet-only" banks without a single physical branch (e.g.…”

Section: Introductionmentioning

confidence: 99%

“…Gerrard and Cunningham (2003) and Lichtenstein and Williamson (2006) also identified convenience, speed, 24 hour banking, as benefits. However, some customers remain skeptical due to the additional costs such as the security threat it poses to their financial and confidential information (Sathye 1999;Rotchanakitumuuai & Speece, 2003;White & Nteli, 2004;Cheng et al, 2006;Lichtenstein & Williamson, 2006). Studies in Europe have shown that organisations tend to be less optimistic about future security management, given the general upward trend and complexity of security incidents (Anderson, 2006;DTI, 2006;Ernst & Young, 2006).…”

Section: Introductionmentioning

confidence: 99%

“…Firstdirect, Ingdirect, Smile, etc.). The provider creates a website to meet customers' banking needs from accounts opening through to complex financial transactions such as funds transfers and loan transactions (White and Nteli, 2004). At the basic level, it involves the setting up of a web page by a bank to provide customers with information about its products and service offerings while at an advance transactional level it involves provision of facilities such as accessing accounts, funds transfer, and buying or signing up for a bank's financial products or services online (Sathye, 1999).The internet banking customer uses internet connection to remotely access personal bank accounts information and to carry out transactions electronically.…”

Section: Introductionmentioning

confidence: 99%

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Internet Banking Security Strategy: Securing Customer Trust

Twum¹,

Ahenkora²

2012

JMS

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Internet banking strategies should enhance customers' online experiences which are affected by trust and security issues. This study provides perspectives of users and nonusers on internet banking security with a view to understanding trust and security factors in relation to adoption and continuous usage. Perception of internet banking security influenced usage intentions. Nonusers viewed internet banking to be insecure but users perceived it to be secure with perceived ease of use influencing continuous usage. Perception of internet banking security was positively influenced by trust in the internet banking system, trust of the provider, threat awareness, availability of information and education but showed a negative relationship with age. The study suggests that internet banking security strategy may consider the generation gap in adoption and should continuously aim at securing customers' trust of the providers' online brand's security, including the provision of security information and education.

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Internet banking in the UK: Why are there not more customers?

Cited by 104 publications

References 11 publications

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

Factors Underlying the Adoption of Online Banking by Mexican Consumers

Internet Banking Security Strategy: Securing Customer Trust

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