scholarly journals User Experience with Security Elements in Internet and Mobile Banking

Organizacija ◽  
2016 ◽  
Vol 49 (4) ◽  
pp. 251-260 ◽  
Author(s):  
Aleksandra Svilar ◽  
Jože Zupančič
Keyword(s):  
Statistical Methods ◽  
User Experience ◽  
Online Survey ◽  
Internet Banking ◽  
Current Situation ◽  
Online Banking ◽  
The Internet ◽  
Mobile Banking ◽  
Banking Services

Abstract Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience. Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and commented by a limited number of interviewed banking security experts. Results: The results indicate that the use of mobile banking in Slovenia is relatively low, as only 30 percent of respondents use mobile banking along with Internet banking. Slovenian users perceive security to be the most important factor in mobile and online banking, closely followed by reliability. We also verified whether the users knew which authentication methods they were using: 69% of respondents selected the correct authentication method. The opinion of 88% of respondents was that authentication methods do not limit them when using mobile and Internet banking. Results of the study of user’s opinions did not surprise the experts, although experts’ views about the balance between security and usability diverged considerably. Conclusion: Our results indicate that, in Slovenia, users of the Internet and mobile banking services regard security to be the most important element in mobile or Internet banking and find user experience less important while they absolutely do want products that are easy to use.

scholarly journals Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

2016 ◽  
Vol 9 (1) ◽  
pp. 47
Author(s):  
Mohammad Zahed Hossain
Keyword(s):  
Mobile Apps ◽  
Age Groups ◽  
Cost Effective ◽  
Internet Banking ◽  
Demographic Variables ◽  
Online Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Chi Square ◽  
Banking Services

<p>This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks’ customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.</p>

E-Banking Application and Issues in Abbey National Plc

2011 ◽  
pp. 253-258 ◽  
Author(s):  
Mark X. Xu ◽  
Siobhan Wilkes ◽  
Mahmood H. Shah
Keyword(s):  
Internet Banking ◽  
Online Banking ◽  
The Internet ◽  
Banking Services ◽  
Automated Teller Machines ◽  
Internet Portal ◽  
Internet Connection ◽  
Banking Service ◽  
Limited Company ◽  
Account Information

The financial service is facing a new delivery challenge in the shape of the Internet and e-commerce (Akamavi, 2005). The Internet as a channel for banking service delivery is fundamentally different from other channels such as branch networks, telephone banking, or automated teller machines (ATMs). The term e-banking is often used interchangeably with online banking, Internet banking, and PC banking. For example, Pikkarainen, Pikkarainen, Karjaluoto, and Pahnila (2004) define online banking as an Internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. A bank’s Web site offering only information without possibility to conduct any transactions is not qualified as online banking. Lbbotson and Moran (2003) use the term “electronic forms of banking”, which includes telephone banking, PC banking, and Internet banking. In line with this definition, Lassar, Manolis, and Lassar (2005) refer e-banking as various formats or technologies, including telephone banking, direct bill payment, electronic fund transfer, PC banking, and online (Internet) banking. In this article, e-banking is referred to Internet banking or Online banking that it must enable Internet based transactions. This distinguishes e-banking from other electronic-based remote banking. E-banking can be carried out anywhere from a device with an Internet connection and it enables access to account information and conduct online transactions. E-banking brings up unique types of challenges and requires novel solutions (Shah & Gupta, 2005; Southard & Siau, 2004). This article reviews how e-banking has been developed in Abbey National PLC (Public Limited Company) with a focus on the important issues when implementing e-banking applications1.

scholarly journals Analyzing the Expectation Reality Gap in Online Banking Services

2019 ◽  
Vol 8 (2S8) ◽  
pp. 380-385
Keyword(s):  
Internet Banking ◽  
Online Banking ◽  
The Internet ◽  
Banking Services ◽  
Minor Influence ◽  
To Come ◽  
A Minor ◽  
Financial Administration ◽  
In Transit ◽  
Basic Level

The Internet has on a very basic level changed the financial business by giving individuals increasingly prompt command over the administration of their accounts. This examination explored whether a hole exists between client desires for Internet Banking and the fulfillment of these desires in the virtual condition. The examination was operationalized by methods for a study among web banking clients. The exploration concentrated explicitly in transit clients of Internet banking destinations felt about the administration and usefulness they got on the Internet and whether their desires for this financial administration were being met. What rose up out of the examination was that clients were content with their essential Internet banking knowledge. What they were not happy with, were cost issues and the absence of customized administration. Issues, for example, speed and further developed usefulness additionally had a minor influence. Likewise, Internet banking clients felt there was an absence of combination crosswise over financial channels. In any case, except if this fulfillment is kept up and expanded, banks could lose clients to the officially rising virtual, imaginative and more financially savvy elective banks of things to come.

scholarly journals LEGAL AND THEORETICAL PROBLEMS OF DETERMINING THE INTERNET BANKING IN UKRAINE

2021 ◽  
Vol 1 (36) ◽  
pp. 27-34
Author(s):  
T. Latkovska ◽  
A. Marushak ◽  
U. Oleksii
Keyword(s):  
Customer Service ◽  
Banking System ◽  
Internet Banking ◽  
Legal Regulation ◽  
The Internet ◽  
Mobile Banking ◽  
Theoretical Understanding ◽  
Banking Services ◽  
First Case ◽  
Significant Difference

The article is focuses on the research of internet-banking from the standpoint of legal regulation and scientific-theoretical understanding. The growing role of innovative technologies in banking is justified. It is noted that the system of ways of providing banking services is dynamic and important both for the whole banking system and for the individual bank. Various scientific approaches to the definition of «Internet-banking» are considered. It is proposed to consider Internet-banking as a form of banking and as a form of remote customer service to the bank. In the first approach, internet banking is a form of banking activity in which banking operations are carried out through the exchange of electronic signals, rather than by exchanging cash, checks or other types of documents. The second approach involves treating Internet banking as a system of remote servicing of bank customers used by them and banks to conduct banking transactions and provide banking services exclusively through the Internet. The regulation of Internet-banking by legal acts is investigated and its extremely low level is emphasized. The necessity of establishing clear boundaries of use of Internet banking and a clearly defined range of banking services, which may or may not be provided via the Internet. Attention is focused on the following systems of remote customer service of the bank: «telephone banking», «client — bank», «client — Internet bank» and «instant contactless payment». Each of these systems is characterized. The significant difference between telephone banking and mobile banking is substantiated. In the first case, the person receives the service by phone through a call to the support service of the bank, and in this case, the availability of Internet access is currently irrelevant. And using mobile banking to perform any operations requires an Internet connection and the ability to use the mobile application installed on the phone, or go to the appropriate site using a personal computer.

Financial Innovations and Performance of Commercial Banks in Kenya

2020 ◽  
Vol 2 (2) ◽  
pp. 21-33
Author(s):  
Naomi Wanja Ireri ◽  
Gladys Kimutai
Keyword(s):  
Rural Areas ◽  
Commercial Banks ◽  
Internet Banking ◽  
Ease Of Use ◽  
Primary Data ◽  
The Internet ◽  
Mobile Banking ◽  
Good Opportunity ◽  
Financial Innovations ◽  
Automated Teller Machine

Commercial banks in Kenya have embraced alternative banking channels which represent a shift in delivery of banking and financial services since the alternative banking have become synonymous with commercial banks in Kenya. While banks have succeeded in leveraging available technology and provide alternative avenues to customers for banking services, the challenge it faces today is optimizing the usage of these channels so as to improve on their performance. The general objective of this study was to investigate the effects of financial innovations on the performance of commercial banks in Kenya. The specific objectives of the study were to examine the influence of internet banking, mobile banking, agency banking and ATM banking on the performance of commercial banks in Kenya. The study was guided by agency theory, balanced score card and diffusion of innovation theory. This study employed a descriptive research design. The study targeted44 commercial banks in Kenya as at 2017. The 16 banks which embrace all the four financial innovations from 2013 to 2017were selected using purposive sampling method. The sample size was 80 respondents who comprised of 5 senior management employees in each of the selected banks.This study used questionnaire to collect primary data from the respondents. Content analysis technique was used to analyze qualitative data collected from open ended questions in and reported in narrative form. Descriptive statistics such as mean and standard deviation were used to analyse the quantitative data. Multiple regression analysis was used to show the relationship between independent variables against dependent variable. The study revealed that internet banking, mobile banking, agency banking and ATM banking had a positive and significant effect on the performance of commercial banks. Thisstudy concludes that the banking industry has benefited tremendously from the development of the Internet. The Internet fundamentally changed the way in which banking networks are designed to meet the client demands and expectations. Mobile banking provides a good opportunity to commercial banks in Kenya to reach many mobile phone subscribers in Kenya who had remained unbanked and unreached due to limited access to bank branch networks in the country. The access to the large masses through mobile banking of the population gives banks the opportunity to grow by reaching the unbanked population. Agency banking has led to accessibility of financial service to many customer in remote areas and hence an increase in effectiveness and efficiency in service delivery. Customers are satisfied with the automated teller machine services because of ease of use, transaction cost and service security but not satisfy with automated teller machine dispense of cash. The study recommends that the public and businesses must be encouraged to use Internet banking in their daily activities, including deposits, payments and money transfers. Commercial banks in Kenya should ensure convenience and security of mobile banking through written guidelines on convenience and security of mobile banking. Commercial banks in Kenya should increase the number of agents in estates and in the rural areas. This can be done by reducing the requirements of becoming a bank agent. The banks should employ customized software that records relevant information on automated teller machine cards so that banks can establish whether unauthorized transaction has taken place or not.

scholarly journals The Factors Affecting the Adoption of Online Banking Services by Civil Servants in Cameroon

2020 ◽  
Vol 5 (7) ◽  
pp. 1452-1459
Author(s):  
Lith Enestine Tembon Ambit
Keyword(s):  
Customer Service ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Online Banking ◽  
Civil Servants ◽  
Banking Services ◽  
Factors Affecting ◽  
Insignificant Effect ◽  
Internet Fraud ◽  
Banking Service

Factors affecting the adoption of online banking services by civil servants in Cameroon was examined in this survey. Raw data were gotten through questionnaire which was distributed mostly among the civil servant in Douala of Cameroon. The analyses used in this survey were crosstabs test, descriptive analysis, factor analysis, correlation test, and regression test. The findings revealed that awareness factor has a positive and significant effect on online banking, security & trust assurance showed a negative and insignificant effect on online banking service, innovative factor displayed a negative and insignificant effect on online banking service, and customer service assurance revealed positive but has insignificant impact on online banking service. It was concluded that internet banking is difficult to understand and its time consuming among many of the users and internet fraud discourages the use of internet banking in Cameroon. Additionally, the dissemination of information through the internet is not mostly secure and efficient.

Who is Guarding the Doors

2011 ◽  
pp. 299-315
Author(s):  
Manish Gupta ◽  
Pradeep Kumar KB ◽  
H. R. Rao
Keyword(s):  
Recent Trend ◽  
Internet Banking ◽  
Online Banking ◽  
Sensitive Information ◽  
Banking Services ◽  
Highly Sensitive ◽  
Public Channel ◽  
Social Demographics ◽  
The Cost ◽  
Use Of Internet

Internet banking has become the preferred channel for conducting banking activities across globe and amongst all social demographics. Only a few other technological adoptions can compare with the recent trend of use of Internet banking facilities. Given the cost advantages and benefits it has to offer, it is widely touted as a win-win strategy for both banks and customers. However, with the growth in E-banking services and reliance on a public channel–Internet–to conduct business, it has been challenging for banks to ensure integrity and confidentiality of highly sensitive information. This chapter presents an overview of authentication issues and challenges in the online banking area with analysis on some of the better approaches. The chapter compares different authentication methods and discusses ensuing issues. The chapter will be invaluable for managers and professionals in understanding the current authentication landscape.

Quantifying Factors Influencing the Adoption of Internet Banking Services in Greece

2011 ◽  
pp. 24-37
Author(s):  
M. Makris ◽  
V. Koumaras ◽  
H. Koumaras ◽  
A. Konstantopoulou ◽  
S. Konidis ◽  
...  
Keyword(s):  
Banking System ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
The Internet ◽  
Banking Services ◽  
Business Partners ◽  
Electronic Transactions ◽  
Internet Banking System ◽  
Internet Banking Services

A growing phenomenon in the Internet is the rising exploitation of sophisticated security means (e.g. cryptography, digital signatures etc.) toward the development of novel commerce services for providing electronic transactions, collaborating with business partners or serving customers, regardless of geographical and time limitations. This paper discusses, presents and elaborates on the various factors that affect the adaption of Internet banking services in Greece. In particular, it deals with the factors that have been developed within the framework of providing e-banking services over an insecure shared medium like the Internet and affect the Internet Banking customer acceptance. A factor analysis is performed based on the gathered results provided by customer-questionnaires of ALPHA Bank branch in Greece in order to quantify the various parameters that affect the use of an Internet Banking System. The findings of the analysis show that despite the fact that Internet Banking in Greece is steadily increasing its penetration, factors like security, ease of use and perceived usefulness of a system play a major role on the final decision of the customer to adopt an Internet Banking System.

Study of Indian Customer Mobile Banking Adoption

2021 ◽  
pp. 301-318
Author(s):  
Som Sekhar Bhattacharyya ◽  
Rohit Choudhary ◽  
Piyush Punewar
Keyword(s):  
Qualitative Interviews ◽  
Internet Banking ◽  
Mobile Banking ◽  
Banking Services ◽  
Customer Perceptions ◽  
Brick And Mortar ◽  
Minimum Number ◽  
Internet Availability ◽  
Two Phases ◽  
Electronic Channels

The banking landscape in India has been changing rapidly due to advent of emerging technologies. Consumers have adopted technology in their everyday banking transactions. These changes have been evident because of the advent of electronic channels like mobile banking (MB), internet banking, payments banking, fintech applications, and such others. Given the burgeoning Indian population, the brick and mortar model of banking hasn't been able to keep up with the increased and enhanced customer needs. This has led to bankers harping on adoption of mobile banking. The authors in this study applied a sequential mixed method quant-qual to better comprehend customer perceptions towards adoption of mobile banking services. The research was carried out in two phases: quantitative survey followed by qualitative interviews. The findings from the study helped gauge the user perception towards MB. These were concerns regarding security, internet availability, simplified user interface experience of MB, customer convenience for core banking services, and transactions with minimum number of clicks.

From Reluctance to Resistance

2013 ◽  
Vol 4 (4) ◽  
pp. 41-56
Author(s):  
Edwin Agwu
Keyword(s):  
Supply And Demand ◽  
Banking System ◽  
Developed Countries ◽  
Internet Banking ◽  
Study Data ◽  
Academic Community ◽  
The Internet ◽  
Banking Services ◽  
The Uk ◽  
Internet Banking Services

The internet banking services is an innovative financial transaction channel that has assumed a new urgency and relevance in today's world of business. The developed countries have embraced these services with little difficulty while the developing countries are beginning to see the benefits. The objective of this research hinged on the exploration of the supply and demand of internet banking services in the United Kingdom with special emphasis on three cities: London, Birmingham and Manchester. The study primarily probed into the extent to which the internet banking services has been adopted in the three major cities of the UK – London, Birmingham and Manchester. Secondly, it looked at the factors that are driving this adoption and thirdly, the reasons for non-usage by some segments of the selected regions. The consumer resistance theory by Ram and Sheth (1989) was therefore used as a framework of the study. As the focus is to ascertain the reasons for non-usage, and based on this framework, the following divisions were arrived at based on the non-users: 1) those that intends to use the services and 2) those that have no intention to use the services. The study data shows that there are significant differences based on the reluctant/resistance paradigm. The reluctant group falls into those that want to use but have not wholly made up their minds to do so while the resistance groups are those that have no intention of using the internet banking system at all. The study in a nutshell, provides financial managers and the academic community with a tool to engage these non-users through product designs and promotions.

Sign in / Sign up

Export Citation Format

Share Document