...Lichtenstein & Williamson: Consumer Adoption of Internet Banking UNDERSTANDING CONSUMER ADOPTION OF INTERNET BANKING: AN INTERPRETIVE STUDY IN THE AUSTRALIAN BANKING CONTEXT Sharman Lichtenstein Deakin University, Australia sharman.lichtenstein@deakin.edu.au Kirsty Williamson Monash University and Charles Sturt University, Australia kirsty.williamson@sims.monash.edu.au ABSTRACT This paper reports key findings from an interpretive study of Australian banking consumer experiences with the adoption of internet banking. The paper provides an understanding of how and why specific factors affect the consumer decision whether or not to bank on the internet, in the Australian context. A theoretical framework is provided that conceptualizes and links consumer-oriented issues influencing adoption of internet banking. The paper also provides a set of recommendations for Australian banks. Specifically, the findings suggest that convenience is the main motivator for consumers to bank on the internet, while there is a range of other influential factors that may be modulated by banks. The findings also highlight increasing risk acceptance by consumers in regard to internetbased services and the growing importance of offering deep levels of consumer support for such services. Gender differences are also highlighted. Finally, the paper suggests that banks will be better able to manage consumer experiences with moving to internet banking if they understand that such experiences involve a process...
Words: 12503 - Pages: 51
...org/jms Journal of Management and Sustainability Vol. 1, No. 1; September 2011 Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking Akram Jalal Management Information System Department, College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Tel: 00973-3838-3411 E-mail: ajalal@ahliauniversity.edu.bh Jassim Marzooq College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Ex hibitions Road, Manama, Kingdom of Bahrain Hassan A. Nabi College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibiti ons Road, Manama, Kingdom of Bahrain Received: March 5, 2011 Abstract Purpose – The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain. Design/methodology/approach – This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC). Findings – Results indicate that all the elements for the three identified factors are important with respect to the users’ adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users’ satisfaction. In the meantime...
Words: 5871 - Pages: 24
...RESEARCH PROJECT on Online Banking Submitted in partial fulfillment for the award of Bachelors of Business Administration By Varun Mehta Batch 2012-14 Under the Supervision of Miss Deepa Chauhan Professor School of Business Studies Date – DECLARATION FORM I hereby declare that the Research Project Work entitled, Online Banking, submitted by me, VIBHA SHIVHARE, Enrolment No. 11SBSBBA126 for the partial fulfillment of the Bachelor of Business Management (BBA) to Sharda university , Greater Noida is my own original work and has not been submitted earlier either to Sharda University or to any other Institution for the fulfillment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part is lifted and incorporated in this report from any earlier / other work done by me or others. Place : School of Business Studies Date : Certificate by Faculty Guide This is to certify that Ms. VIBHA SHIVHARE, student of BBA Batch 2012-14, Enrolment No 11SBSBBA126 has successfully completed his/her Research Project on ONLINE BANKING(topic). This Project Report is submitted in partial fulfilment for the award of Bachelors of Business...
Words: 5854 - Pages: 24
...STRATEGY–CMH520 | GROUP WORK | JENNIFER KIUGUEVANS ODERO 1009983E-Banking"Discuss E-banking". | Table of Contents 1. INTRODUCTION 2 2. History of E-Banking 3 3. Forms of e-banking 4 i. Automated Teller Machines (ATM): 4 ii. Mobile/SMS Banking: 4 iii. Smart Card/Debit Card: 5 iv. Internet Banking/ Online Banking: 5 v. Self Service PC Banking: 6 4. Why the drive towards e-banking 7 REFERENCES 11 1. INTRODUCTION E-banking is defined as a fully automatic service for traditionally banking customer’s products based on information technology platforms. E-banking services provide customer access to accounts, the ability to move their money between different accounts or making payments via e-channels. The advantages generated by this services have determined an accelerate developing of this industry over the entire world. E-banking relies heavily on information and communication technology (ICT) to achieve its promise for 24 hours availability, low error rates and quicker delivery of financial services Initially, e-banking was limited to phone banking operations and remote banking, but the range of services has increased thanks to the technological advances, the spread of online banking has coincided with the spread of high-speed broad and connections and the increasing maturation of the internet user population. 'Electronic Banking is the use of a computer to retrieve and process banking data and to initiate transactions directly with bank via a telecommunications...
Words: 2243 - Pages: 9
...encouraged every time I attend her lectures. Without her encouragement and guidance, this project would not have materialized. The guidance and support received from all the members who contributed to this project, was vital for the success of the project. This project highlights the emergence of Internet banking and the growing dependence of Net banking by various Institutions. It also showcases the challenges faced and the opportunities available. INDEX TOPIC PG. NO * Online Banking in India 1 ( Introduction) * Features of Online Banking 2 * Requirements of Online Banking ` 3 * City Union Bank 4 (Introduction) * City Union Bank 5 (Net Banking Requirements) * Impact of Net Banking On the Financial Sector 7 * Indian Banks On WEB 8 * Challenges...
Words: 2892 - Pages: 12
...Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/) Journal of Internet Banking and Commerce, April 2009, vol. 14, no.1 (http://www.arraydev.com/commerce/jibc/) An Experimental Investigation of Online Banking Adoption in China Guangying Hua, PhD candidate Bentley University, Massachusetts, USA Postal Address: Morrison 324, Waltham, MA 02472 USA Email: ghua@bentley.edu Guangying Hua is a PhD candidate at Bentley University. Her research interests include business analytics, social networking, and issues in IT applications in business area. Abstract Online banking, an Internet based service enabling people to do financial transactions, has been an obstacle for the development of e-commerce in China. This paper investigates the online banking acceptance in China. We conducted an experiment to investigate how users’ perception about online banking is affected by the perceived ease of use of website and the privacy policy provided by the online banking website. We find that both perceived ease of use and privacy policy have a significant impact on user’s adoption of online banking. In this study, we also investigate the relative importance of perceived ease of use, privacy, and security. Perceived ease of use is of less importance than privacy and security. Security is the most important factor influencing user’s adoption. A discussion of the implications of these results and limitations are provided at the end...
Words: 3943 - Pages: 16
...300 Almost half of Americans use online banking and the statistic is growing. Banking is even going mobile. There are multiple banking applications available for smartphone users. If there’s not an “app” for your banking needs then there’s a strong possibility that your bank has a mobile version of their site making mobile banking easier than ever. How is internet/smart phone banking possible? The answer lies within the application and implementation of management information systems. These information systems contain components that work together to provide information. With the technology available today, banks have basically taken their information systems and expanded them to management information systems. Essentially using the data they already have but using it in a way to achieve business goals, such as the convenience of online banking. Before internet banking customers were forced to bank during the bank’s limited business hours, often time, banks opened after you were at work and would be closed by the time you got off work. Additionally, customers were forced to wait in excruciatingly long lines during peak business hours in order to handle their financial needs. Customers would have to endure all of that just to check the balances of their accounts. In order to better serve customers and their needs, internet banking was implemented. In the beginning, internet banking was extremely limited. Customers could check their balances and...
Words: 1517 - Pages: 7
...Short Essays on the JP Morgan Trading Losses of the summer of 2012 LEG100 10/27/2013 JP Morgan Organizations such as the Securities Exchange Commission and the Commodities Futures Trading Commission are independent agencies that are legally charged with regulating and providing guidelines for the trading and or exchanging of the goods and services within their respective jurisdictions. The Securities Act of 1934 has fully empowered the SEC to do a periodic evaluation of reports from companies that publicly trade their securities. The same act hands the SEC the powers to discipline individuals and entities that are regulated if found in breach of industry rules and regulation (Mahony, 1982). The Commodities Futures Trading Commission on the other hand was created in 1974 to protect individuals, the public and industry players from manipulation, fraud, and potentially abusive practices while at the same time fostering competitiveness, openness and creating markets that are sound (Teall, 2012). There are four basic elements of a contract as Miller (2012) writes. The first important requirement in the formation of a contract is an agreement. In an agreement there should be a party that offers to enter into the legal agreement and another one that accepts the terms of the offer placed. The terms of the contract should contain wording that allows meeting of the minds of both parties that allows them to consciously read and or understand what is in store for them...
Words: 1412 - Pages: 6
...available at ScienceDirect Computers in Human Behavior journal homepage: www.elsevier.com/locate/comphumbeh Antecedents of customer satisfaction with online banking in China: The effects of experience Cheolho Yoon * Dept. of Business Administration, Mokpo National University, Republic of Korea a r t i c l e i n f o a b s t r a c t This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly higher in the highexperience group, whereas the effect of customer support...
Words: 3932 - Pages: 16
...Bank of America: Mobile Banking Bank of America has been successful in the US in proving mobile banking though the use of a basic smartphone application (app). The bank’s customers enjoy the convenience of, for example, checking their account balances or locating branches/ATMs using their phones. With the success of their basic banking app, Bank of America is considering expanding the functions of their app to other lines of business such as credit cards or mortgages. The problem is to decide whether to invest in increasing the functionality of the app, as it would mean “reprioritizing critical bank technology resources from other important business areas”. Bank of America could add additional functionalities to their current smartphone application. As an alternative they could make no changes, focus more on online (website) banking, or even mobile banking through SMS as Chase Bank has done. Bank of America could also create different, new, applications for each of their target groups such as brokerage, mortgage, credit card or small business. Adding functionality to their current app “could slow down the application and negatively affect the user experience”. Mobile app development is expensive, and can cost from $40,000 to several hundred thousand dollars. Making as much of their customer interaction as possible through mobile banking would reduce costs as it is one of the “least costly banking channels”. Making no changes to their app could possibly be a lost...
Words: 664 - Pages: 3
...Awareness of Electronic Banking in Pakistan 1 AWARENESS OF ELECTRONIC BANKING IN PAKISTAN Awareness of Electronic Banking in Pakistan Nouman Anwar Dar MCB Bank Limited Proceedings of 2nd International Conference on Business Management (ISBN: 978-969-9368-06-6) Awareness of Electronic Banking in Pakistan 2 Abstract Electronic Banking is an essential sector of banking industry. E-banking services are gaining the attention of conventional banking’s customers rapidly. It has brought the revolutionary changes in the Pakistan banking industry in terms of customer and business perspectives. Electronic banking has got popularity in the developed as well as developing countries because it saves people time, reduces costs and people have access to all banking services on the click of a button. More often, the new innovated system allows the customers to touch their accounts at home using a mobile device or electronic terminals. This research paper focuses on growth and awareness of electronic banking in Pakistan. Electronic banking is today’s need as it provides easy way to monitor an account. Most of the commercial banks in the country switched to the convenience ways in accessing the accounts of the customers and giving them the freedom for the easy access. “The volume of e-banking transactions reached 125.9 million while the value of these transactions aggregated to Rs 12 trillion showing an increase of 15.5 percent and 19.0 percent respectively as compared to the...
Words: 6324 - Pages: 26
...investigate on electronic banking system and current scenario of e-banking in United Arab Emirates (UAE). Nowadays all the companies are trying to advance their technology and increase their output. Similarly Banks are also moving rapidly to an era of technological change. Online versions of nearly all existing payment methods are appearing rapidly bringing about profound changes in the whole system of financial services and intermediation. While many banks especially in Europe and the U.S. have adopted internet banking, this research shows that the majority of banks in U.A.E. are still in the early stages of developing e-banking. Only very few have well-developed e-banking facilities, despite all banks having an internet banking website for the convenience of their customers. This project will focus on discussing what is e-banking? What are the advantage and risk in adopting this banking system? What are the rules or guidelines to implement the system? What services does e-banking provide in the UAE and how e banking has increased the profit and efficiency of banks? 4 TOPICS PAGES 1. What is e banking?.............................................................................................................6 1.1. Understanding the basic definition of E-Banking…………………………………………….6 1.2. Features of E-Banking……………………………………………………………………………………..7 1.3. Types of E-Banking………………………………………………………………………………………....8 2. Advantage of E-Banking…………………………………………………………………………………………………9 ...
Words: 3896 - Pages: 16
...Chapter 1 1.1 Introduction Internet Banking is growing popular day by day in Bangladesh. A number of private as well as local banks are going online now considering the demand and necessity of fast banking. Internet banking not only provides banking facility round the clock but also helps a country to get attached to the international economy as well as business. People throughout the world are now getting engaged with more activity and business and hence need the fast and anytime access to his/her bank account. Internet banking also facilitates buying and selling various products which varies country to country. In Bangladesh many banks have launched Internet Banking. Amongst those HSBC, City Bank, BRAC Bank, Bank Asia, Jamuna Bank, Janata Bank, Southeast Bank, AB Bank, First Security Bank, Mercantile Bank, Premier Bank etc are in action already. Some are known as online banking, some are Internet Banking, providing various facilities. Like City Bank has the facility of account check and statement print including query about cheque book information. Bank Asia has almost same facilities but with addition they have internal fund transfer facility along with bill payment and mobile phone recharge which are, in fact quite handy. Mercantile bank has a schedule for internet banking. It is Sunday to Thursday, 9am-3pm. They have the facility of money transaction, deposit and withdrawal though they charge a particular amount for each transaction according to their policy, it is a...
Words: 6383 - Pages: 26
...Analysis of Internet Banking Adoption and Usage by Users in the Developing World Nishali Prasadika Ranasinghe BSB10183-3-Project Submitted to the Business School in partial fulfillment for the degree of Bachelor of Arts (Hons) in Business Management Supervised By: Fathima Nazeefa Fawzer Word Count: Table of Contents Abstract 3 Acknowledgement 4 1 Working Title 5 2 Introduction 5 2.1 Problem Statement 6 2.2 Problem Justification 6 2.3 Objectives 7 3 Literature Review 8 3.1 Determinants of internet banking usage 8 3.2 Barriers for internet banking adoption and usage 10 5 Conclusion 13 6 References 14 Abstract Similar to the adoption of automatic teller machines, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to the customer. In developing countries, the low cost of online banking may enable banks to reach new customers, much like the cell phone offered new possibilities in telephony. Banks must understand, however, that the mediating use of technology increases interpersonal distance between banks and their customers, which can build barriers for adoption of this technology. Hence, this critical literature review seeks to explore the internet banking adoption and usage by users in the developing world and to discover the barriers affecting internet-banking adoption within the geographic scope examined. Four factors namely, perceived usefulness and security and privacy, trust...
Words: 3510 - Pages: 15
...a great pleasure for me to put on records my appreciation and gratitude towards Mrs. Vandana Bharti (A.H.O.D. of M.B.A. Department) for his encouragement towards preparation of this report. I would like to express my deep sense of gratitude to prof. Preeti singh for giving me valuable suggestion and encouragement. I offer heart felt thank to my Parents, Brothers and all my friends for their moral support and inspiration Shilpa Senger Contents INTRODUCTION 5 Objective: 6 Project Intention: 6 EMERGENCE OF EBANKING 6 DEFINATION OF E –BANKING: 6 CHARECTERISTIC OF E- BANKING: 7 COMMON E- BANKING SERVICE 7 Potential areas where e-Banking can be used :- 8 E- BANKING...
Words: 6403 - Pages: 26