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Lookup NU author(s): Dr Nick Hajli
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Abstract Purpose – 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. This study therefore seeks 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. Our 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 our analysis. Findings – Our 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, we also found that customers are highly satisfied with Internet banking. Research limitations/implications – The qualitative nature of our study meant that in-depth interviews with a relatively small sample were the most appropriate method to address our research question. Future studies with larger, more representative sample sizes are encouraged to investigate how our 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 focuses more on the bank’s perspective to present a comprehensive understanding of this topic
Author(s): Shanmugan M, Wang Y, Bugshan H, Hajli N
Publication type: Article
Publication status: Published
Journal: Journal of Enterprise Information Management
Year: 2015
Volume: 28
Issue: 5
Pages: 622-636
Online publication date: 14/09/2015
Acceptance date: 13/12/2014
ISSN (print): 1741-0398
ISSN (electronic): 1758-7409
Publisher: Emerald Group Publishing
URL: https://doi.org/10.1108/JEIM-08-2014-0081
DOI: 10.1108/JEIM-08-2014-0081
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