Internet Banking Security Strategy: Securing Customer Trust

Abstract

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.

To click or not to click the link: the factors influencing internet banking users’ intention in responding to phishing emails

“…Existing studies demonstrated that trust and Internet banking services had established direct effects between trust and usage intentions. Simply said, Internet banking users with a higher trust level would remain using the provided system and services (Twum and Ahenkora, 2012). This study suggested that trust built among the users in Internet banking infrastructure refrained them from clicking the URL found in phishing emails.…”

“…People who had used internet banking for quite some time would not click the URL in phishing emails. Internet banking users who use internet banking continuously are well informed and acknowledged regarding spotting the threat and safeguarding themselves (Twum and Ahenkora, 2012). Besides, they know the bank security tips and information due to more prolonged and continuous internet banking usage.…”

Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology

“…Thus, these studies do not differentiate much between the degree of convenience for different types of banking but evaluate this in general for the banking system. PS and user experience are connected through the intensity of service usage [ 78 , 79 ]. The present study considers regular users of the studied banking types/services and observes that because of their extensive experience of use, consumers believe that these types of banking are safe and thus do not see differences in security among them.…”

A Modified Approach For Information Systems Success In The Context Of Internet Banking Using Structural Equation Modelling with R

“…Sathye (1999) identified lack of awareness about Internet Banking, unreasonable prices and security concerns as key reasons for its poor adoption among Australian customers. Security concerns were found to be a limiting factor in the adoption of IB (Alnsour & Al-Hyari, 2011;Datta, 2010;Hanafizadeh & Khedmatgozar, 2012;Roy, Kesharwani, & Singh Bisht, 2012;Twum & Ahenkora, 2012). However, a study conducted in India on adult customers above 35 years of age, found that despite concerns of security and privacy, customers were interested in adopting Internet Banking, if banks could guide them (Datta, 2010).…”