Hawaii International Conference on System Sciences

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 internet-based 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 of adjustment and learning over time, and not merely the adoption of a new technology.

http://web.csulb.edu/journals/jecr/issues/20062/paper1.pdf

Understanding Consumer Adoption of Internet Banking: An Interpretive Study in the Australian Banking Context

Factors affecting the adoption of Internet banking in Tunisia: An integration theory of acceptance model and theory of planned behavior

Purpose – The purpose of this research is to investigate the key determinants of the adoption of internet banking in Jordan. The paper also attempts to validate the appropriateness of the Unified Theory of Acceptance and Use of Technology (UTAUT) within the context of internet banking.Design/methodology/approach – A questionnaire was developed based on previous work in the areas of technology acceptance and internet banking. The questionnaire was distributed through three banks in Jordan to customers as they enter each bank's main office. Multiple regressions were utilized to evaluate the collected data.Findings – The results of this study indicate that UTAUT provides a good foundation for future technology acceptance research. The three main predictors relevant to this study (performance expectancy, effort expectancy, and social influence) were significant and explained a significant amount of the variance in predicting a customer's intention to adopt internet banking. The results also indicate that gend...

Internet banking in Jordan: The unified theory of acceptance and use of technology (UTAUT) perspective

Purpose – This paper examines the determinant structure of customers’ attitude system's characteristics on adoption of internet banking (IB) by Malaysian bank customers.Design/methodology/approach – The research framework links attitudinal constructs such as importance of IB to customers’ banking needs, compatibility, complexity, trialability, and risk to internet banking adoption. Moreover, the impact of IB site design characteristics on adoption was also verified. An online questionnaire was used in this research and respondents were approached through extensive personalized email invitations as well as postings to the newsgroups.Findings – The results of the study reveal that the attitudinal factors play a significant role in internet banking adoption. Moreover, utilitarian orientation of the website rather than hedonic orientation has significant influence on adoption. Details of the results, implications of the findings, and conclusions are presented.Research limitations/implications – The reliabilit...

Consumer attitudes, system's characteristics and internet banking adoption in Malaysia

This paper examines how New Zealand banks enhance their retail banking services through the Internet. Seven NZ online banks were studied in terms of their web sites' effectiveness, functionalities and Internet strategies. The functionality was examined by evaluating banks' web sites using a tailored electronic commerce model. The effectiveness was surveyed utilising a judgment sample of actual and potential retail Internet banking customers. Main factors that inhibit the adoption of I-banking in NZ are security, doubt about the complication of Internet banking and the ability to bank using other facilities. Other important factors that customers use to judge the performance of retail I-banking services are response time, services free from technical problems and up-to-date information. NZ banks perform extremely well in providing up-to-date information. However, further improvements on security, download time, response time and the ability to provide services free from technical problems should be considered in order to satisfy customers' requirements.

/pdf/an-evaluation-of-internet-banking-in-new-zealand-op6h3wm6nz.pdf

An evaluation of Internet banking in New Zealand

An increasing number of people are using the Internet, in many instances unaware of the information being collected about them. In contrast, other people concerned about the privacy and security issues are limiting their use of the Internet, abstaining from purchasing products online. Businesses should be aware that consumers are looking for privacy protection and a privacy statement can help to ease consumers' concerns. New Zealand based Web sites are expected to have privacy statements on their Web sites under the New Zealand Privacy Act 1993. The incidence of the information gathered from New Zealand Web sites and their use of privacy statements is examined. In particular, Web sites utilizing cookies and statements about them are scanned. Global consistency on Internet privacy protection is important to boost the growth of electronic commerce. To protect consumers in a globally consistent manner, legislation, self-regulation, technical solutions and combination solutions are different techniques that can be implemented.

/pdf/privacy-issues-on-the-internet-1x63c6efwb.pdf

W. Chung

Papers

An evaluation of Internet banking in New Zealand

Privacy issues on the Internet