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Understanding customer perceptions of internet banking: the case of the UK

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dc.citedby28
dc.contributor.authorShanmugam M.en_US
dc.contributor.authorWang Y.-Y.en_US
dc.contributor.authorBugshan H.en_US
dc.contributor.authorHajli N.en_US
dc.contributor.authorid36195134500en_US
dc.contributor.authorid56323911200en_US
dc.contributor.authorid55874231400en_US
dc.contributor.authorid55672739800en_US
dc.date.accessioned2023-05-29T05:59:51Z
dc.date.available2023-05-29T05:59:51Z
dc.date.issued2015
dc.description.abstractPurpose � Existing work on internet banking has provided substantial knowledge of the benefits and economic impacts of internet banking from the bank�s perspective. However, internet banking provides advantages for customers as well as the banking industry. The purpose of this paper is to investigate customer perceptions of internet banking in the UK with the goal of providing a comprehensive understanding of British internet banking. Design/methodology/approach � In order to provide the detailed understanding of customers� perceptions of internet banking, a qualitative study was conducted. The primary method of data collection were 25 interviews. To provide triangulation and increase reliability, various documents and secondary data analyses about internet banking in the UK were also used to supplement the analysis. Findings � The results indicate that money transfers and bill payment are the most popular facilities with UK internet banking adopters. More importantly, security is the most important factor affecting the rate of internet banking adoption in the UK. To resolve customers� security concerns about internet banking, some banks have introduced technologies such as card readers to avoid online fraud. In addition, the authors also found that customers are highly satisfied with internet banking. Research limitations/implications � The qualitative nature of the study meant that in-depth interviews with a relatively small sample were the most appropriate method to address the research question. Future studies with larger, more representative sample sizes are encouraged to investigate how the findings can be generalized to larger populations. In addition, due to the popularity of social media, future studies are also advised to examine how they can influence customers� perceptions of internet banking and boost its adoption rate. Originality/value � This paper investigates current perceptions of internet banking in the UK from the customers� perspective. Therefore, the findings of this study complement with existing work that focusses more on the bank�s perspective to present a comprehensive understanding of this topic. � 2015, Emerald Group Publishing Limited.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1108/JEIM-08-2014-0081
dc.identifier.epage636
dc.identifier.issue5
dc.identifier.scopus2-s2.0-84942042602
dc.identifier.spage622
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84942042602&doi=10.1108%2fJEIM-08-2014-0081&partnerID=40&md5=a6b6fc5b2d6718536fa7a68cc7f64c17
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/22251
dc.identifier.volume28
dc.publisherEmerald Group Holdings Ltd.en_US
dc.sourceScopus
dc.sourcetitleJournal of Enterprise Information Management
dc.titleUnderstanding customer perceptions of internet banking: the case of the UKen_US
dc.typeArticleen_US
dspace.entity.typePublication
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