International Journal on Customer Relations

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

An Empirical Study to Assess the Perceived Security & Privacy Concern and Perceived Security & Privacy Satisfaction Regarding the Use of Internet Banking Among Bank Customers


Affiliations
1 University Business School, Panjab University Chandigarh, Punjab, India
     

   Subscribe/Renew Journal


The present study assesses the Perceived Security & Privacy Concern and Perceived Security & Privacy Satisfaction regarding the use of Internet Banking among bank customers. For study purpose, a sample of 143 Internet banking users, divided equally among selected banks was taken from Tri-city (Chandigarh, Mohali and Panchkula) by using judgmental sampling technique. Primary data from respondents were collected with the help of two self constructed scales i.e. PSPC-Internet Ban and PSPS-Internet Ban study found that respondents' security and privacy concern regarding the use of internet banking was high. It was further found that their perceived level of security & privacy satisfaction regarding the use of Internet banking was also high. Bank-wise, there was significant difference in the level of bank customers' 'Perceived Security & Privacy concern' regarding use of Internet banking across selected banks. Lastly study suggests the ways to banks to reduce the concern for security and privacy issues while using internet banking and to build long term relationship with customers.

Keywords

Internet Banking, E-Banking, Perceived Security & Privacy Concern, Perceived Security & Privacy Satisfaction.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Baraghani, S. N. (2007). Factors influencing the adoption of internet banking (Unpublished Master's Thesis). Lulea university of Technology. Sweden

  • Chong, A. Y. L., Ooi, K. B., Lin, B., & Tan, B. I. (2010). Online banking adoption: an empirical analysis. International Journal of Bank Marketing, 28(4), 267-287.

  • Diniz, E. (1998). Web banking in USA. Journal of Internet Banking and Commerce, 3(2), e-journal, Retrieved from http://www.arraydev.com" www.arraydev.com

  • Field, A. (2007). Discovering statistics using SPSS introducing statistical methods series, Sage Publication

  • Geeta, D. V. (2011). Online identity theft-an Indian perspective. Journal of Financial Crime, 18(3), 235-246.

  • Gerrard, P., & Cunningham, B. J. (2003). The diffusion of internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16-28.

  • Gerrard, P., Cunningham, J., Barton, D., & James, F. (2006). Why consumers are not using internet banking: A qualitative study. Journal of Services Marketing, 20(3),160-16.

  • Hutchinson, D., & Warren, M. (2003). Security for internet banking: A framework. Logistic Information Management,16(1), 64-73.

  • Karjaluoto, H., Mattila, M., & Pento,T. (2002). Factor underlying attitude formation towards online banking in Finland. International Journal of Bank Marketing, 20(6), 261-272.

  • Kesharwani, A., & Bisht, S. S. (2012). The impact of trust and perceived risk internet banking adoption in India: An extension of technology acceptance model. International Journal of Bank Marketing, 30(4), 303-322.

  • Krauter, S. G., & Faullant, R. (2008). Consumer acceptance of internet banking: The influence of internet trust.

  • International Journal of Bank Marketing, 26(7), 483-450 Malhotra, P., & Singh, B. (2010). An analysis of Internet banking offerings and its determinants in India, Internet Research, 20(1), 87-106.

  • Mattila, M., Karjaluoto, H., & Pento, T. (2003). Internet banking adoption among mature customers: Early majority or laggards? Journal of Services Marketing, 17(5), 514-528.

  • Moscato, D. R., & Altschuller, S. (2012). International perceptions of online banking security concerns. Communications of the IIMA, 12(3), 51-64.

  • Ndubisi, N. O., & Sinti, Q. (2006). Consumer attitudes, system's characteristics and internet banking adoption in Malaysia. Management Research News, 29(1/2), 16-27.

  • Nunnally, J. (1978). Psychometric theory. New York, McGraw-Hill.

  • Patsiotis, A. G., Hughes, T., & Webber, D. J. (2012). Adopters and non-adopters of internet banking: A segmentation study. International Journal of Bank Marketing, 30(1), 20-42.

  • Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet research, 14(3), 224-235.

  • Polatoglu, V. N., & Ekin, S. (2001). An empirical investigation of the Turkish consumers' acceptance of internet banking services. International Journal of Bank Marketing, 19(4), 156-165.

  • Rod Michel, A., Nicholas, J., Shao, J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence & Planning, 27(1), 103-126.

  • Sathye, M. (1999). Adoption of Internet banking by Australian consumers: An empirical investigation. International Journal of Bank Marketing, 17(7), 324-334.

  • Sayar, C., & Wolf, S. (2007). Internet banking market performance: Turkey versus the UK, International Journal of Bank Marketing, 25(3), 122-141.

  • Singh, T., & Kaur, M. (2012). Internet banking: Content analysis of selected Indian public and private sector banks' online portals, 17(1), 1-7.

  • Singhal, D., & Padhmanabban, V. (2008). A study of customer perception toward internet banking: Identifying major contributing factors. The Journal of Nepalese Business Studies, 5(1), 101-111. Retrieved from http://www.nepjol.info/index.php/JNBS/article/view/2088

  • Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of Internet banking: An empirical study. International Journal of Service Management,14(5), 501-519.

  • www.alexa.com

  • www.hdfcbank.com

  • www.icicibank.com

  • www.Internetworldstats.com

  • www.netbanking.hdfcbank.com/netbanking

  • www.netpnb.com

  • www.onlinesbi.com

  • www.pnbindia.in

  • www.rbi.org.in

  • www.sbi.co.in


Abstract Views: 714

PDF Views: 2




  • An Empirical Study to Assess the Perceived Security & Privacy Concern and Perceived Security & Privacy Satisfaction Regarding the Use of Internet Banking Among Bank Customers

Abstract Views: 714  |  PDF Views: 2

Authors

Tejinderpal Singh
University Business School, Panjab University Chandigarh, Punjab, India

Abstract


The present study assesses the Perceived Security & Privacy Concern and Perceived Security & Privacy Satisfaction regarding the use of Internet Banking among bank customers. For study purpose, a sample of 143 Internet banking users, divided equally among selected banks was taken from Tri-city (Chandigarh, Mohali and Panchkula) by using judgmental sampling technique. Primary data from respondents were collected with the help of two self constructed scales i.e. PSPC-Internet Ban and PSPS-Internet Ban study found that respondents' security and privacy concern regarding the use of internet banking was high. It was further found that their perceived level of security & privacy satisfaction regarding the use of Internet banking was also high. Bank-wise, there was significant difference in the level of bank customers' 'Perceived Security & Privacy concern' regarding use of Internet banking across selected banks. Lastly study suggests the ways to banks to reduce the concern for security and privacy issues while using internet banking and to build long term relationship with customers.

Keywords


Internet Banking, E-Banking, Perceived Security & Privacy Concern, Perceived Security & Privacy Satisfaction.

References