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

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

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. The purpose of this paper is to investigat...

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Main Authors:	Shanmugam M., Wang Y.-Y., Bugshan H., Hajli N.
Other Authors:	36195134500
Format:	Article
Published:	Emerald Group Holdings Ltd. 2023
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id	my.uniten.dspace-22251
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spelling	my.uniten.dspace-222512023-05-29T13:59:51Z Understanding customer perceptions of internet banking: the case of the UK Shanmugam M. Wang Y.-Y. Bugshan H. Hajli N. 36195134500 56323911200 55874231400 55672739800 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. 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. Final 2023-05-29T05:59:51Z 2023-05-29T05:59:51Z 2015 Article 10.1108/JEIM-08-2014-0081 2-s2.0-84942042602 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84942042602&doi=10.1108%2fJEIM-08-2014-0081&partnerID=40&md5=a6b6fc5b2d6718536fa7a68cc7f64c17 https://irepository.uniten.edu.my/handle/123456789/22251 28 5 622 636 Emerald Group Holdings Ltd. Scopus
institution	Universiti Tenaga Nasional
building	UNITEN Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Tenaga Nasional
content_source	UNITEN Institutional Repository
url_provider	http://dspace.uniten.edu.my/
description	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. 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.
author2	36195134500
author_facet	36195134500 Shanmugam M. Wang Y.-Y. Bugshan H. Hajli N.
format	Article
author	Shanmugam M. Wang Y.-Y. Bugshan H. Hajli N.
spellingShingle	Shanmugam M. Wang Y.-Y. Bugshan H. Hajli N. Understanding customer perceptions of internet banking: the case of the UK
author_sort	Shanmugam M.
title	Understanding customer perceptions of internet banking: the case of the UK
title_short	Understanding customer perceptions of internet banking: the case of the UK
title_full	Understanding customer perceptions of internet banking: the case of the UK
title_fullStr	Understanding customer perceptions of internet banking: the case of the UK
title_full_unstemmed	Understanding customer perceptions of internet banking: the case of the UK
title_sort	understanding customer perceptions of internet banking: the case of the uk
publisher	Emerald Group Holdings Ltd.
publishDate	2023
_version_	1806427806226186240
score	13.211869

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

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