Dissertations / Theses: 'Online banking'

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Kenova, Vasya, and Patrik Jonasson. "Quality Online Banking Services." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-480.

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Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.

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Vuniq, Valentina, Maida Kadic, and Medeleine Bengtsson. "Customer Satisfaction Online Banking." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15499.

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Persson, Johan, Gustav Tärn, and Liam Karlsson. "Hindering Factors in Online Banking : What Hinders Swedbank’s Customers From Using Online Banking?" Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35762.

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Background: Despite the fact that online banking is a widespread phenomenon, it is yet to be fully utilized by customers. Banks are constantly developing their digital channels in order to fit the needs of the customers and to operate more efficiently. However, for certain scenarios the customers still visit the branch offices instead of choosing the online channel. Purpose: Through identifying the hindering factors, the purpose of this study is to investigate why customers that have adopted online banking still visit the brick and mortar office for certain banking services (specifically pre-approval of mortgages, mortgages, and unsecured personal loans). Method: This is a qualitative case study performed through conducting in-depth interviews. The sample consists of six Swedbank customers. Conclusion: Findings show several factors that have an influence on the customers’ decision to use digital channels for the three specific banking services. Low awareness appears as a key hindering factor, affecting trust, risk, perceived usefulness and perceived ease of use. Perceived ease of use was also found to be a key hindering factor as the customers perceive the process as rather complex.

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Alsulimani, Tagreed. "Framework for the adoption of online banking." Thesis, De Montfort University, 2013. http://hdl.handle.net/2086/9034.

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Information technology represents the most important tool for any business to grow and increase pro_ts in this century. Online banking represents one type of business change due to revolutionary changes in technology. There are limited studies for adoption of online banking in Saudi Arabia which is one of the largest economies in the world. For that reason my study focused on the adoption of online banking by countries in general and particularly in Saudi society. In many situations there is a gap between business and information technology. In particular there is a crimson between online bank users and technology. It is necessary to bridge this gap In order to achieve online banking targets. My study investigated the different reasons for the gap its formation (between online banking and information technology) and how to bridge it. This research is focused on the diferent factors that enhance the adoption of online banking services through general users. This framework was established by drawing from several theoretical studies. The proposed research framework contains the most important factors for online banking. These include the following hypotheses; (H1) personal information, (H2) personal experience, (H3) disposition to trust, (H4) reputation, (H5) trusting Belief, (H6)structural assur- ance and (H7) perceived site quality. These hypotheses were tested experimentally through a questionnaire which was analyzed using SPSS Version 14 program. The results showed that (H1) personal information, (H2) personal experience, (H3) dis- position to trust, (H4) reputation, (H5) trusting belief, (H6) structural assurance and (H7) perceived site quality are positive factors affecting customer adoption of online banking. There was a significant correlation between the different online banking adoption factors or hypotheses and the personal information (age, gender and education) with P values of <0.005 in most of cases.

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Mendonça, Raquel Vasconcelos Pinto. "Online banking : motivações e condicionantes na sua adoção." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/16329.

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Mestrado em Ciências Empresariais
Nos últimos anos têm-se vindo a verificar grandes mudanças no sector bancário através do uso de tecnologias de informação e desenvolvimento de plataformas eletrónicas de prestação e venda de produtos e serviços. O desenvolvimento tecnológico tem influenciado as organizações em vários aspetos - gestão e controlo, marketing e desenvolvimento, operações e tomada de decisão, sendo que muitas organizações adotaram tecnologia moderna por forma a reduzir custos e melhorar a qualidade do serviço. Neste âmbito, surgia o e-banking que pode ser entendido como um serviço online em que é possível realizar operações bancárias transacionais e de consulta. Inerentemente a todos os serviços que se podem disponibilizar ao cliente, a qualidade e eficácia deste serviço tem vindo a ser amplamente estudados devido à sua influência na performance, redução de custos, satisfação e lealdade do cliente. Como tal, e em resultado dos progressos tecnológicos que se têm vindo a verificar e desafios que se assomam a esses progressos, torna-se crucial perceber como otimizar este serviço, quais as barreiras que surgem por parte dos utilizadores e quais as melhores soluções para as minimizar.
For the past years, we have been seeing inumerous changes within the banking sector through the use of information technologies and development of electronic platforms for the provision and sale of products and services. Technological development has influenced companies in many aspects - management and control, marketing and development, operations and decision making, as many organizations have adopted modern technology in order to reduce costs and improve the quality of service. For this matter, online banking appeared as an online service in which it is possible to conduct transactional and consulting banking operations. Inherently to all the services that can be available to the customer, the quality and effectiveness of this service has been widely studied due to its influence on performance, cost reduction, satisfaction and customer loyalty. As such, and as a result of the technological advances that are in progress, it becomes crucial to realize how to optimize this service, what barriers arise from the users and which are the best solutions to minimize them.
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Li, Sofia, Patrik Ekberg, and Gentiana Morina. "Online banking access system : Principles behind choices and further development, seen from a managerial perspective." Thesis, Jönköping University, JIBS, Business Informatics, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-984.

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Online banking is a young way for banks to reach new and old customers. The concept has emerged over the last decade from being not very utilized to become a major channel for the bigger banks in Sweden but also in the world. This thesis will present a study of what principles the four major Swedish banks have based their decision on when choosing what type of online access system to use. Furthermore try to present what the future principles might be toward online banking access systems. This might also show how new systems might look like and what the banks strives to achieve when making these systems not only safer but more available and usable. The thesis will present what authentication is and how the authentication process is used today. Today in general what is used is the two factor au-thentication which is based upon passwords. This two factor authentication makes it hard for attackers to breach the systems in use today, but there are ways which are emerging to gain access. Such an emerging threat is the SSL-evading Trojans. Still these kinds of threats are not common at all but they need to be considered. Today passwords are the only means we can use to make the authentication processes safe but they are not enough, according to Bill Gates. Therefore we have looked at new ways to complement today’s password based authentication processes; such compliments might be the use of biometrics, which seems to be an emerging technology.

This study have been a challenge from the beginning since we knew that this is a very in-tense subject for the banks to discuss and therefore we have had to be persuasive in many cases and let the banks answer anonymously to be able to gather as much information as possible from our sample banks. Furthermore we have collected up to date articles and studies to be able to get as accurate information as possible.

The main findings we have discovered is the trade-off between security versus availability and flexibility and these factors were the same no matter what online access system, PDA or smart card, they have in use. But also that all the banks states that their authentication process is very safe and striving to become 100% secure, even though we have found new threats which is not of an authentication problem but a matter of transactional problem. The banks have shown through the interviews that they lack awareness of such a threat.

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Green, Rebecka, and Cecilia Johansson. "Bankkontorens existens : en studie om online-bankings påverkan på fysiska bankkontor." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-14448.

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Syfte: Syftet med denna studie är att identifiera hur framfarten av online-banking påverkar de fysiska kontoren. Metod: Vår studie har genomförts med en kvalitativ metod och en abduktiv ansats. Valet av datainsamlingsmetod resulterade i semistrukturerade intervjuer. Urvalet för respondenterna har varit litet med bara 9 respondenter. Respondenterna valdes strategiskt och utefter vad som fanns att tillhandahålla. Vi använder både personal på bankkontor och bankkunder. Teoretiskt referensram: Utgångspunkten för vår studie är tidigare genomförd forskning på relaterade ämne. Även beslutsteorier och forskning om hur individer reagerar på förändring har legat till grund för vår studie. Dessutom använder vi oss av teorin diffusion of an innovation. Slutsats: Resultatet av denna studie blev att vi identifierade ett cirkulärt händelseförlopp när det gäller förhållandet mellan online-banking och bankkontor. Utefter analyser av de semistrukturerade intervjuerna kom vi även fram till att de fysiska bankkontoren fortfarande behövs både ur kunders och bankers perspektiv.
Purpose: The purpose with this study is to identify how the online-banking services has a impact on the physical branch offices. Methodology: The research strategy for our study has been of a qualitative nature and with a abductive approach. We have been using semi-structured interviews to collect our empirics. Our selection of respondents is fairly small with only 9 respondents. There has been an strategic selection of respondents. We are using both staff at branch office and banking customers. Theoretical Approach: The base for our study is earlier research on similar subjects. We have also been using decision making theories and proven research about how individuals react on changes. Furthermore, we are using the diffusion of innovation theory. Conclusions: The result of our study is that we identified a circular course of event that describe the relationship between online-banking services and bank offices. The analysis that was made on the semi-structured interviews shows that the branch offices still is desirable both from customers and from banks.

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Lee, Jihyun. "Factors affecting intention to use online financial services." The Ohio State University, 2004. http://rave.ohiolink.edu/etdc/view?acc_num=osu1064325414.

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Simon, Henrik. "Der Einfluss des Vertriebskanales Online-Banking auf den Kundenwert /." Frankfurt am Main ; Berlin ; Bern ; Bruxelles ; New York ; Oxford ; Wien : Lang, 2005. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=013005802&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA.

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Gurlen, Stephanie. "Security Design Flaws that Affect Usability in Online Banking." NSUWorks, 2013. http://nsuworks.nova.edu/gscis_etd/169.

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As the popularity of online banking Websites has increased, the security of these sites has become increasingly critical as attacks against these sites are on the rise. However, the design decisions made during construction of the sites could make usability more difficult, where the user has difficulty making good security decisions. This study analyzed 6 design flaws of this nature: (a) a break in the chain of trust, (b) providing a secure login method on an unsecure page, (c) providing bank contact information or security advice on an unsecure page, (d) having policies that are insufficient for userids and passwords, (e) generating e-mails containing sensitive information that are sent in an unsecure manner, and (f) the multi-factor authentication solution consisting of the presentation of an image in combination with the userid and password. Each of these flaws can lead to security and usability issues. Analysis of 80 banking sites was performed to determine the frequency of the flaws. The sampling of banking institutions was determined from banking institution lists available from the Federal Deposit Insurance Corporation (FDIC). Banking institutions were selected from 5 bank charter classes. The banking sites were downloaded for static analysis. The analysis was performed through a combination of automated programs and manual review. The results found instances of all 6 design flaws. The most prevalent issue found was insufficient policies for userids and passwords. The second most prevalent design flaw was the break in the chain of trust. The design flaw with the smallest number of occurrences was emailing sensitive information in an unsecure manner. The banking charter class of the banking institution did not appear to have a relationship to the frequency of the flaws. However, it appears that banking institutions with a smaller asset size have a higher frequency of the flaws than those with a larger asset size. It is recommended that banking institutions address these design flaws to improve usability for their customers while improving security.

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Kostornova, S., Тетяна Володимирівна Пімоненко, Татьяна Владимировна Пимоненко, Tetiana Volodymyrivna Pimonenko, Лариса Степанівна Отрощенко, Лариса Степановна Отрощенко, and Larysa Stepanivna Otroshchenko. "Seo analysis of the online banking area in Ukraine." Thesis, Sumy State University, 2019. https://essuir.sumdu.edu.ua/handle/123456789/77601.

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Obviously, we live, work and develop ourselves in the time of digital era. With each year our possibilities in that direction expand and innovations in various areas make our lives more comfortable. One of the biggest impact that digitalization has made on our way of life includes changes in financial area. Technology is rapidly transforming the way the financial sector is operating. New digital technologies have given the platform to new services, which have already proved their efficiency. Mobile banking, online banking, cashless payments etc. became an everyday reality and we can pay with our cards, phones, and watches or with any other devices we choose.

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Aspvik, Daniel Weenås, and Preben Weenås Aspvik. "Contemporary Online Banking Fraud in Norway : A case study." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-97710.

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Banks are currently battling rising of fraudulent activities as it damages their relationship with their customers. Online banking fraud is decreasing trust and confidence among the customers and decreasing operating performance and increasing cost for the banks. This paper looks at online banking fraud in Norway and answers the research questions (1). How are bank customers attacked through the internet? and (2). How are banks trying to prevent fraudulent attacks against their customers? Interviews and document collection were used for data gathering, and in total, four interviews were conducted with academics and business professionals. The data were analysed using thematic analysis. The findings suggest that BankID fraud, Card fraud, CEO fraud, Investment fraud, Love scams and Phishing are among the most frequent attacks in Norway at present. Attacks contain elements of social manipulation, constantly change and are customized to target victims. The attacks have in common that they all are showing patterns of professionalizing. The study found that Norwegian banks are technologically advanced regarding fraud detection and authentication, and have put efforts into awareness against online banking fraud. However, the main issue of online banking fraud in Norway is seemingly grounded in the interactions made by the customers with the technology and not the prevention system the banks deploy.

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Garczorz, Ingo Albers Sönke. "Adoption von Online-Banking-Services : Determinanten aus Sicht der Kunden /." Wiesbaden : Dt. Univ.-Verl, 2004. http://www.gbv.de/dms/zbw/462033333.pdf.

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Maruatona, Omaru. "Internet banking fraud detection using prudent analysis." Thesis, University of Ballarat, 2013. http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/59631.

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The threat posed by cybercrime to individuals, banks and other online financial service providers is real and serious. Through phishing, unsuspecting victims’ Internet banking usernames and passwords are stolen and their accounts robbed. In addressing this issue, commercial banks and other financial institutions use a generically similar approach in their Internet banking fraud detection systems. This common approach involves the use of a rule-based system combined with an Artificial Neural Network (ANN). The approach used by commercial banks has limitations that affect their efficiency in curbing new fraudulent transactions. Firstly, the banks’ security systems are focused on preventing unauthorized entry and have no way of conclusively detecting an imposter using stolen credentials. Also, updating these systems is slow and their maintenance is labour-intensive and ultimately costly to the business. A major limitation of these rule-bases is brittleness; an inability to recognise the limits of their knowledge. To address the limitations highlighted above, this thesis proposes, develops and evaluates a new system for use in Internet banking fraud detection using Prudence Analysis, a technique through which a system can detect when its knowledge is insufficient for a given case. Specifically, the thesis proposes the following contributions:
Doctor of Philosophy

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Eduardo, Ana Teresa Caldinhas. "Internet banking em Portugal: evolução e implicações de uma inovação radical." Master's thesis, Universidade de Évora, 2013. http://hdl.handle.net/10174/16091.

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A internet banking é uma importante inovação que surgiu no setor financeiro e que permite efetuar a maioria das operações bancárias através de uma plataforma ligada à internet, em qualquer lugar e a qualquer hora. Esta dissertação aborda a introdução e evolução da internet banking em Portugal, uma das inovações mais importantes do século XX no setor bancário, que transformou o modelo de negócio e a forma como os bancos interagem com os seus clientes. A sua análise empírica é feita por via da entrevista direta com algumas das principais instituições bancárias portuguesas. As principais conclusões desta investigação apontam para uma inovação de grande aceitação e relevância mas que não terá atingido ainda o seu potencial, possivelmente devido a existência da rede multibanco, que representa um canal substituto de grande eficiência e pela insegurança relacionada com os ataques informáticos. Ainda assim, esta inovação ganhou importância devido ao seu uso generalizado, ao constituir-se como um novo canal de acesso do cliente ao seu banco, mudando o paradigma desta relação e a forma como o funcionamento do banco passou a estar cada mais automatizado e menos dependente da ação humana; ABSTRACT: The internet banking is an important innovation that emerged in the financial sector and which allows banking customers to perform most banking transactions through a platform connected to the Internet, anywhere and at anytime. This dissertation examines the introduction and evolution of internet banking in Portugal, one of the most important innovations of the twentieth century in the banking sector, which has transformed the banking business model and the way banks interact with their customers. The empirical analysis was carried out through direct interviews with some of the main Portuguese banks. The main conclusions of this research point to an important innovation of great acceptance that has not yet reached its potential, possibly due to the ATM network which represents a substitute channel highly efficient and the insecurity related to online attacks. Nevertheless, this innovation has gained importance due to its general use, constituting itself as a new channel for customer bank access, has changed the paradigm of the customer-bank relationship and changed the the way banks work and are organized by allowing them to become increasingly automated and less dependent on human action.

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Ali, Liaqat. "E-accessibility of online banking services for visually impaired people." Thesis, University of East London, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.532674.

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The customers of today's global networked economy have higher demands and expectations from their financial institutions. The growing paranoia caused by the cyber criminals' ability to access their unauthorized personal information. Although online banking greatly increases the convenience of banking services especially by making many services accessible virtually anywhere, the issue of accessibility is becoming more stringent to avoid potential threats. In the current population, there are significant numbers that are visually impaired. Unfortunately web developers and designers still think of Web as a purely visual medium and are avoiding the fact that visually impaired people have the equal access rights. This research focuses on the E-accessibility level of online banking services in the European Union and the United States of America by conducting 2072 accessibility tests. The World Wide Web Consortium (W3C) -has provided the standard of the Web Content Accessibility Guidelines (WCAG 1.0). The accessibility tests were conducted using the accessibility tool Bobby-WatchFire-WebXact. The research identified that despite standards set by the W3C, many websites still fall short of E-accessibility. The importance of E-accessibility in developed countries is also acknowledged but unfortunately, the solutions may not be sufficient to support security especially providing the facility of online banking, anytime anywhere, to disabled end users. The security of online banking for visually impaired people is an important issue along with accessibility and goes in parallel. Banks are using additional methods to achieve the extra layers of security but unfortunately not for everyone. In this research, a number of issues have been highlighted according to the perceptions and experiences of the blind and partially blind people, by conducting a Web based survey with the help of RNIB (Royal National Institute for Blind) UK. Conclusions have been made about issues of accessibility and security. The survey conducted by collecting in total 81 responses (63 online responses + 18 interviews). The participants of the survey shared their experiences and barriers in online banking in terms of accessibility and security according to their own perceptions. By analyzing and evaluating 2072 websites to measure the accessibility level in this research, it has been concluded that 66% websites of online banking services in the European Union and 87% in the United States of America do not meet the minimum standard of Web Content Accessibility Guidelines (WCAG 1.0) outlined by W3C. With the advent of additional security devices to enhance the security layers of online banking services, from the tested sample of 81 visually impaired people, this research found that 55% of blind population in United Kingdom, doing online banking previously, now cannot without the help of others. It is likely that the remaining 45% never had the experience of the features being offered to them by their financial institutions. Had they also been come across the situation would have been more aggrieved.

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Haq, Ikram. "Fraud detection for online banking for scalable and distributed data." Thesis, Federation University Australia, 2020. http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/171977.

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Online fraud causes billions of dollars in losses for banks. Therefore, online banking fraud detection is an important field of study. However, there are many challenges in conducting research in fraud detection. One of the constraints is due to unavailability of bank datasets for research or the required characteristics of the attributes of the data are not available. Numeric data usually provides better performance for machine learning algorithms. Most transaction data however have categorical, or nominal features as well. Moreover, some platforms such as Apache Spark only recognizes numeric data. So, there is a need to use techniques e.g. One-hot encoding (OHE) to transform categorical features to numerical features, however OHE has challenges including the sparseness of transformed data and that the distinct values of an attribute are not always known in advance. Efficient feature engineering can improve the algorithm’s performance but usually requires detailed domain knowledge to identify correct features. Techniques like Ripple Down Rules (RDR) are suitable for fraud detection because of their low maintenance and incremental learning features. However, high classification accuracy on mixed datasets, especially for scalable data is challenging. Evaluation of RDR on distributed platforms is also challenging as it is not available on these platforms. The thesis proposes the following solutions to these challenges: • We developed a technique Highly Correlated Rule Based Uniformly Distribution (HCRUD) to generate highly correlated rule-based uniformly-distributed synthetic data. • We developed a technique One-hot Encoded Extended Compact (OHE-EC) to transform categorical features to numeric features by compacting sparse-data even if all distinct values are unknown. • We developed a technique Feature Engineering and Compact Unified Expressions (FECUE) to improve model efficiency through feature engineering where the domain of the data is not known in advance. • A Unified Expression RDR fraud deduction technique (UE-RDR) for Big data has been proposed and evaluated on the Spark platform. Empirical tests were executed on multi-node Hadoop cluster using well-known classifiers on bank data, synthetic bank datasets and publicly available datasets from UCI repository. These evaluations demonstrated substantial improvements in terms of classification accuracy, ruleset compactness and execution speed.
Doctor of Philosophy

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Rodrigues, Ana Isabel Abreu. "Determinantes da utilização do internet banking em Portugal." Master's thesis, Escola Superior de Tecnologia e Gestão de Oliveira do Hospital, 2013. http://hdl.handle.net/10400.26/17720.

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Aguilà, Vilà Jordi. "Identifying and combating cyber-threats in the field of online banking." Doctoral thesis, Universitat Politècnica de Catalunya, 2016. http://hdl.handle.net/10803/386313.

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This thesis has been carried out in the industrial environment external to the University, as an industrial PhD. The results of this PhD have been tested, validated, and implemented in the production environment of Caixabank and have been used as models for others who have followed the same ideas. The most burning threats against banks throughout the Internet environment are based on software tools developed by criminal groups, applications running on web environment either on the computer of the victim (Malware) or on their mobile device itself through downloading rogue applications (fake app's with Malware APP). Method of the thesis has been used is an approximation of qualitative exploratory research on the problem, the answer to this problem and the use of preventive methods to this problem like used authentication systems. This method is based on samples, events, surveys, laboratory tests, experiments, proof of concept; ultimately actual data that has been able to deduce the thesis proposal, using both laboratory research and grounded theory methods of data pilot experiments conducted in real environments. I've been researching the various aspects related to e-crime following a line of research focusing on intrinsically related topics: - The methods, means and systems of attack: Malware, Malware families of banker Trojans, Malware cases of use, Zeus as case of use. - The fixed platforms, mobile applications and as a means for malware attacks. - forensic methods to analyze the malware and infrastructure attacks. - Continuous improvement of methods of authentication of customers and users as a first line of defense anti- malware. - Using biometrics as innovative factor authentication.The line investigating Malware and attack systems intrinsically is closed related to authentication methods and systems to infect customer (executables, APP's, etc.), because the main purpose of malware is precisely steal data entered in the "logon "authentication system, to operate and thus, fraudulently, steal money from online banking customers. Experiments in the Malware allowed establishing a new method of decryption establishing guidelines to combat its effects describing his fraudulent scheme and operation infection. I propose a general methodology to break the encryption communications malware (keystream), extracting the system used to encrypt such communications and a general approach of the Keystream technique. We show that this methodology can be used to respond to the threat of Zeus and finally provide lessons learned highlighting some general principles of Malware (in general) and in particular proposing Zeus Cronus, an IDS that specifically seeks the Zeus malware, testing it experimentally in a network production and providing an effective skills to combat the Malware are discussed. The thesis is a research interrelated progressive evolution between malware infection systems and authentication methods, reflected in the research work cumulatively, showing an evolution of research output and looking for a progressive improvement of methods authentication and recommendations for prevention and preventing infections, a review of the main app stores for mobile financial services and a proposal to these stores. The most common methods eIDAMS (authentication methods and electronic identification) implemented in Europe and its robustness are analyzed. An analysis of adequacy is presented in terms of efficiency, usability, costs, types of operations and segments including possibilities of use as authentication method with biometrics as innovation.
Este trabajo de tesis se ha realizado en el entorno industrial externo a la Universidad como un PhD industrial Los resultados de este PhD han sido testeados, validados, e implementados en el entorno de producción de Caixabank y han sido utilizados como modelos por otras que han seguido las mismas ideas. Las amenazas más candentes contra los bancos en todo el entorno Internet, se basan en herramientas software desarrolladas por los grupos delincuentes, aplicaciones que se ejecutan tanto en entornos web ya sea en el propio ordenador de la víctima (Malware) o en sus dispositivos móviles mediante la descarga de falsas aplicaciones (APP falsa con Malware). Como método se ha utilizado una aproximación de investigación exploratoria cualitativa sobre el problema, la respuesta a este problema y el uso de métodos preventivos a este problema a través de la autenticación. Este método se ha basado en muestras, hechos, encuestas, pruebas de laboratorio, experimentos, pruebas de concepto; en definitiva datos reales de los que se ha podido deducir la tesis propuesta, utilizando tanto investigación de laboratorio como métodos de teoría fundamentada en datos de experimentos pilotos realizados en entornos reales. He estado investigando los diversos aspectos relacionados con e-crime siguiendo una línea de investigación focalizada en temas intrínsecamente relacionadas: - Los métodos, medios y sistemas de ataque: Malware, familias de Malware de troyanos bancarios, casos de usos de Malware, Zeus como caso de uso. - Las plataformas fijas, los móviles y sus aplicaciones como medio para realizar los ataques de Malware. - Métodos forenses para analizar el Malware y su infraestructura de ataque. - Mejora continuada de los métodos de autenticación de los clientes y usuarios como primera barrera de defensa anti- malware. - Uso de la biometría como factor de autenticación innovador. La línea investiga el Malware y sus sistemas de ataque intrínsecamente relacionada con los métodos de autenticación y los sistemas para infectar al cliente (ejecutables, APP's, etc.) porque el objetivo principal del malware es robar precisamente los datos que se introducen en el "logon" del sistema de autenticación para operar de forma fraudulenta y sustraer así el dinero de los clientes de banca electrónica. Los experimentos realizados en el Malware permitieron establecer un método novedoso de descifrado que estableció pautas para combatir sus efectos fraudulentos describiendo su esquema de infección y funcionamiento Propongo una metodología general para romper el cifrado de comunicaciones del malware (keystream) extrayendo el sistema utilizado para cifrar dichas comunicaciones y una generalización de la técnica de Keystream. Se demuestra que esta metodología puede usarse para responder a la amenaza de Zeus y finalmente proveemos lecciones aprendidas resaltando algunos principios generales del Malware (en general) y Zeus en particular proponiendo Cronus, un IDS que persigue específicamente el Malware Zeus, probándolo experimentalmente en una red de producción y se discuten sus habilidades y efectividad. En la tesis hay una evolución investigativa progresiva interrelacionada entre el Malware, sistemas de infección y los métodos de autenticación, que se refleja en los trabajos de investigación de manera acumulativa, mostrando una evolución del output de investigación y buscando una mejora progresiva de los métodos de autenticación y de la prevención y recomendaciones para evitar las infecciones, una revisión de las principales tiendas de Apps para servicios financieros para móviles y una propuesta para estas tiendas. Se analizan los métodos más comunes eIDAMS (Métodos de Autenticación e Identificación electrónica) implementados en Europa y su robustez y presentamos un análisis de adecuación en función de eficiencia, usabilidad, costes, tipos de operación y segmentos incluyendo un análisis de posibilidades con métodos biométricos como innovación.

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Mohamed, Ahmed E. A. "Improving the Libyan customers' trust and acceptance for online banking technology." Thesis, University of Salford, 2013. http://usir.salford.ac.uk/29451/.

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The technology of online banking for customers refers to several types of banking activities through which bank customers can get information and carry out most retail banking services. Libyan banks continue to conduct most of their banking transactions using traditional methods. Given the prevalence of online technology adoption by the banking industry in developed countries, reasons for the lack of such innovation in developing countries such as Libya is of interest in any consideration of technological innovation. The online banking technology usage rate in Libya is at present very minimal, despite the fact that Libya is one of the wealthiest countries in Africa as it is a major oil producer and one of the Europe’s biggest North Africa oil suppliers (Touati, 2008). The Libyan banking industry is now lagging behind and in extreme need of essential change to enhance its banking system, as it has been continuously criticised for its inadequate and inefficient services. Unreliable national telecommunications infrastructure, lack of education between bank customers, lack of technological knowledge among bank staff and customers, and the distance between bank branches and their headquarters were slowing the development of Libyan banking system. These processes require extensive and comprehensive study of online banking related factors in order to achieve customers’ trust and acceptance in online banking technology. The aim of this research is to develop a framework to guide government official for increasing customer trust and acceptance for online banking. After providing literature on online banking, this study considers a framework and tests various factors that might act to determine whether a given technology is likely to be trusted and accepted by the customers of the banking industry in a developing country such as Libya. Data was collected using quantitative and qualitative research methods. The questionnaire survey was distributed to more than 200 Libyan customers of the Bank of Commerce and Development (BCD) and they were analysed quantitatively by descriptive and statistical (correlation and regression) analysis. The data was qualitatively validated with interviews and content analysis. The data was based on customers’ perceptions of factors that might affect their decisions as to whether or not to trust online banking technology in Libya. The study thus addresses the question: How can the level of Libyan bank customers’ trust of online banking be improved? The results of the analysis of this enquiry and findings from a comprehensive literature review enabled the theoretical framework for customers’ trust and acceptance improvement to be developed. As the main outcome of the study, this framework consists of acceptance which includes (relative advantages, ease of use), trust and risk, and online banking issues which includes (security issues, technical and legal support issues, reputation issues, privacy issues, transactional/operation issues). Moreover, technology readiness and demographic characteristics (age, gender) are proposed as having a moderating effect on the relationship between intention and the challenges that might affect customers’ trust and acceptance. These components of the framework have been subject to necessary validation. Thus, if implemented with a conscious effort to address all the mitigating factors, online banking has the potential to bring substantial corporate benefits to both banks and their customers. This research also has significant implications for other research and practical analysis of online banking customers by providing a comprehensive database and established knowledge based on essential theory; this could be used as a resource for practitioners and potential more detailed research, the government officials will also be of interest to the framework for their banking future policies regarding customers’ trust and acceptance. In conclusion, while the aim and objectives of this research were accomplished by providing a framework for the improvement of trust and acceptance of online banking technology by Libyan bank customers, the study has identified the potential limitations of the research and recommendations for future research.

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Chandio, Fida Hussain. "Studying acceptance of online banking information system : a structural equation model." Thesis, Brunel University, 2011. http://bura.brunel.ac.uk/handle/2438/6153.

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Acceptance of information technology (IT) has remained a topic of interest for a last few decades. Several theories, specifically over the conceptualisation of the technology acceptance model (TAM) have emerged and they have been applied in different contexts to investigate new insights into the acceptance behaviour at individual and organisational levels. However, despite TAM’s maturity and validity in different contexts, very little published literature strives to extend its capability to predict individuals’ acceptance behaviour about an online banking information system (OBIS). A possible rational for this gap may be conceptualisation of the TAM under which individuals’ acceptance behaviour can only be predicted with two beliefs: perceived ease of use (PEOU) and perceived usefulness (PU). The evidence in literature shows that PU and PEOU beliefs are not sufficient; hence, they may not explain individuals’ acceptance behaviour in emerging contexts, such as online banking information systems, especially in developing economies such as Pakistan. There is therefore a need for inclusion of any additional factor that can enhance prediction of acceptance of online banking information system by potential users. Extending research on the TAM, this study developed and tested a model of OBIS acceptance. The proposed model integrated key constructs from the information systems acceptance research stream into the theoretical frame of the TAM and other theories from social psychology, such as the theory of reasoned action (TRA), theory of planned behaviour (TPB) and the TAM2. According to the proposed conceptual model, OBIS acceptance was determined by eight main factors, which included perceived usefulness, perceived ease of use, trust, technological self-efficacy, response time, output quality, accessibility, and terminology clarity. In this model, PU was hypothesised to be affected by PEOU, trust, technological self-efficacy (TSE), output quality (OQ) and response time (RT). In addition, PEOU was hypothesised to be determined by three external factors: TSE, accessibility and terminology clarity (TC). The model was tested on a sample of 353 Internet banking users in Pakistan. Using structural equation modelling with Analysis of Moment Structures (AMOS) software, data analysis showed considerable support for the extended hypothesised model. The result indicated that, in order of importance, PU, PEOU and trust explained 45.7 % of the variance in the acceptance behaviour. The trust and the TSE predicted 28.1 % of the variance in the PU. However, the hypothesised relationships between the PU and the PEOU, OQ and RT were found to be not significant. While in the PEOU, 21.8 % of the variance was predicted by the TSE, accessibility and TC. TSE was found to be a more influential determinant of the PEOU than the PU. The consideration of factors that have a significant influence on the acceptance of OBIS, as identified in this research, is important for the managers in the banking sector, especially in developing countries, in order to increase wider acceptance and use of these systems, which provide benefits to both the customers and the service providers.

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Lambrecht, Jan-Stefan. "Einsatz des Online-Bankings zur Steigerung des Kundenwerts /." Aachen : Shaker-Verl, 2005. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014595658&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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Michailova, Viktorija. "Elektroninė bankininkystė Lietuvoje ir jos plėtojimosi tendencijos." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2007. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2007~D_20070111_193111-27769.

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Magistro baigiamasis darbas yra skirtas: pristatyti naują bankų veiklos kryptį - tiekiamas elektroninės bankininkystės paslaugas, nustatyti šių paslaugų paplitimo priežastis užsienyje ir palyginti su Lietuvos bankų elektroninės bankininkystės paslaugų išsivystymo lygiu bei, remiantis Lietuvos bankų oficialiomis prognozėmis, numatyti galimas šių paslaugų vystymosi tendencijas mūsų šalyje. Darbe akcentuojama, kad nauja vykdoma veikla bankams teikia ne tik naudą, bet ir lemia naujų rizikų atsiradimo galimybes, kurias banko specialistai privalo nuolat vertinti ir efektyviai valdyti tam, kad užtikrintų sėkmingą teikiamų paslaugų plėtrą. Atliktų apklausų (banko vartotojų ir darbuotojų, kurių darbas tiesiogiai susijęs su šių paslaugų tiekimu) rezultatai leido nustatyti vyraujančias priklausomybes, susijusias su elektroninės bankininkystės paslaugų naudojimu Lietuvoje ir parodė, kad banko paslaugų vartotojai pirmenybę teikia patogumui (funkcionalumui) ir saugumui (technologiniam faktoriui), o patys bankai, kuriant naujus arba tobulinant sukurtus produktus, orientuojasi būtent į šiuos du minėtus veiksnius.
The master work is designed: to represent a new bank activities direction – the supplying of electronic banking services, to estimate the spread reasons of these services abroad and to compare it with Lithuanian electronic banking development level and as a keystone, to foresee the potential pace of it future in our country, were used Lithuanian official bank forecasts. In work is emphasized, that the new movement of bank actions brings not only benefits, but also destines new uprising risks, which bank experts must always qualify and effectively manage, in order to vouch a successful services expansion. The results of two performed inquiries (of bank consumers and workers, who are directly linked with such services providing) allow to set mainstreams, which reflect electronic banking usage among Lithuanian citizens and show, that bank customers give preferences to service convenience (functional dimension) and security (technological factor), and when banks create new or improve existed products, they precisely follow up these two mentioned forces. Theoretical and practical analyse conclusions allow to maintain that, the interest of electronic banking customers, it positive evaluation and growing trust together will initiate it growth in future. Is identified that, service convenience, function and security can’t be guaranteed only by investments in reference technologies. The convenience and precise of electronic banking services give opportunity to banks to expand market... [to full text]

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Isgren, Cassandra, and Madeleine Ivarsson. "“Banking is no longer somewhere you go but something you do” : En kvantitativ studie om acceptans av finansiell rådgivning via onlinemöte." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-15627.

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Förändringen av dagens bankmarknad sker successivt, en ny form av bankkontor med digitalisering etableras samtidigt som fysiska bankkontor avvecklas. Digitaliseringen har lett till att bankerna utvecklat en ny rådgivningstjänst, onlinemöte, som innebär att banker kan erbjuda finansiell rådgivning på valfri plats. Technology acceptance model och institutionell teori är diskuterade forskningsområden men är relativt outforskade i den empiriska kontexten för finansiell rådgivning via onlinemöte. Tidigare forskning har redovisat att faktorerna företagsimage, upplevd säkerhet samt webbplatskvalitet har en påverkan på bankkunders förtroende, men framhävt faktorn förtroende som avgörande vid acceptans av online-bankingtjänster. Studiens syfte är att skapa en förståelse gällande bankkunders acceptans av den nya rådgivningstjänsten onlinemöte. Studien har en positivistisk och deduktiv ansats som tillämpats i form av hypotesprövning. En kvantitativ metod präglar studien som genomfördes med datainsamlingsmetoden internetenkät. Resultatet av studien har baserats på 118 respondenter. Studiens resultat påvisar att bankkunder framhäver faktorn förtroende betydelsefull för dess acceptans av finansiell rådgivning via onlinemöte. Faktorn förtroende förklaras ha en medierad roll genom att faktorerna upplevd säkerhet och företagsimage kan reglera bankkundernas förtroende till rådgivningstjänsten onlinemöte. Faktorerna upplevd säkerhet och företagsimage påvisas medierade av faktorn förtroendet, eftersom de inte kunde påvisas ha signifikant direkt effekt för acceptans av rådgivningstjänsten onlinemöte. En begräsning i studien har varit att endast respondenter som genomfört ett traditionellt rådgivningsmöte via ett bankkontor har studerats. Studien bidrar med ett värde till Sveriges banker eftersom studien påvisar att faktorerna är betydelsefulla att beakta vid etablering av den nya rådgivningstjänsten onlinemöte.
The ongoing changes in today's banking market is taking place gradually, a new form of bank branches with digitization are established while the physical bank branch shuts down. Digitalization has led to banks developed a new financial advisory service, online meeting, which means that banks can provide their banking clients with financial advice at any location. Technology acceptance model and institutional theory are widely researched and debated research fields but have a research gap within the context of financial advice through online meeting. Previous research has identified that corporate image, perceived security and website quality has an impact on banking customers' trust, but trust is emphasizing as important for acceptance of online banking services. The purpose is to create an understanding of the banking customer’s acceptance of online meeting. The study has a positivistic and deductive approach, applied by hypothesis tests. A quantitative method characterizes the study and were conducted using an internet survey. The result of the study is based on 118 respondents. The results indicate that banking customers emphasize trust as important for the acceptance of online meetings. Trust declared a mediating role because perceived security and corporate image can regulate banking customer trust to online meetings. Trust has a mediating role because perceived security and corporate image couldn’t show a significant effect on the acceptance of online meeting. The study is limited to have researched only respondents who had completed a traditional financial advice session through a bank branch. The study contributes with value to the banks, because it can be demonstrated that these factors are important to take into account with the establishment of online meeting.

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Wang, Hong. "Online banking : a case study for dynamic database-driven client/server system." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape3/PQDD_0016/MQ47856.pdf.

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Weir, Catherine Sarah. "Investigating the relationship between usability, preferences and usage intentions when banking online." Thesis, University of Edinburgh, 2008. http://hdl.handle.net/1842/13223.

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It is widely assumed that the success of a computer system is related to its usability, yet there is little data to support this supposition. The concept of usability as it may apply to system success is reviewed. A modern, broad definition of interface usability is proposed comprising utility, attitude and performance factors in relation to specific users, tasks and environments. Appropriate usability metrics are devised to compare interface designs in controlled experiments. The experiments are conducted in the context of Banking and the Internet. A clear and consistent relationship between attitudes toward usability and preference quality ratings for interfaces is demonstrated and extends to usage intentions in the eBanking context. Further, the relationship between preferences, attitudes and performance measures are explored and findings support previous research: that preference does not always follow performance, and that attitudes and performance (subjective and objective measures of usability) are not always directly related. Levels of utility in the Banking interface are also explored. Finally, interface characteristics highly associated with preferences and usage intentions for Internet Banking services are highlighted.

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Elhag, Hatim. "Enhancing online banking transaction authentication by using tamper proof & cloud computing." Thesis, University of Surrey, 2016. http://epubs.surrey.ac.uk/809463/.

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The recent information technology development has vastly helped in accelerating and facilitating the banking services and operations in general. In spite of this accelerated development in the banking sector, the risk of invading electronic banking systems is evident. This is manifested in many harmful functions such as unauthorised money transfer, disclosure of client information, denial of online banking services as well as various threats linked with online banking at different lineages especially through authentication of the client online. This thesis utilizes cloud computing in the banking system from technological and economic perspectives, and the possible benefits that a cloud computing provider gives. The definitions and functions of enterprise architecture both for cloud computing and the financial sector are discussed, then the new architecture model that I developed by merging the cloud and e-banking architectures is thoroughly explained. This study presents a novel, unique tamper proof USB, sustained with an operating system dedicated to serve the bank’s clients. This device is realised by embedding the bank application in this tamper proof USB while creating an isolation layer in the client’s PC when the client plugs in this USB. The modified operating system platform is based on the puppy Linux operating system. It has the capability to multiplex physical resources at the granularity of an entire operating system while being able to provide isolation between different operating systems. This tamper proof device is supported by four authentication measures which are; unique tamper proof ID, User account, password and fingerprint with a client secure socket layer. Moreover, I designed two different channels, one with cloud for authentication and transferring an encrypted session key while the other channel is used for communication between the client and the bank after re-authentication accompanied by a one-time password and finger printer image authentication parameter plus session key. The simulation testbed is used to solve the fundamental flow of the mechanism in sufficient detail, using Network Miner to parse libpcap files to do a live packet capture of the network traffic between cloud provider and the client; using Foglight monitoring tools to utilise the simulated server. Netwalk tools are used to represent the percentage of IP usage and Kali Linux, wireshark for penetration testing.

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Utakrit, Nattakant. "Security awareness by online banking users in Western Australian of phishing attacks." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2012. https://ro.ecu.edu.au/theses/503.

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Phishing involves sending e-mails pretending to be from the legitimate financial institutions to recipients and asking for personal information such as username and password. It also redirects network traffic to malicious sites, deny network traffic to web services, and modify protection mechanisms in the targeted computer systems. Consequences of successful attacks can include identity and financial losses, and unauthorised information disclosure. The purpose of this study was to investigate the experiences of Western Australian bank users in using online banking. The study considered the relationship between the background of the Western Australian bank users and their experience in using online banking security. The research analysed phishing through case studies that highlighted some of the experiences of phishing attacks and how to deal with the problems. Emphasis was placed on knowledge of phishing and threats and how they were actually implemented, or may be used, in undermining the security of users’ online banking services. The preferences and perspectives of Western Australian bank users about the deployment of online banking security protection and about future online banking services, in order to safeguard themselves against phishing attacks, are presented. The aim was to assist such Australian bank users through exploring potential solutions and making recommendations arising from this study. Research respondents had positive attitudes towards using online banking. Overall, they were satisfied with the security protection offered by their banks. However, although they believed that they had adequate knowledge of phishing and other online banking threats, their awareness of phishing attacks was not sufficient to protect themselves. Essentially, the respondents who had experienced a phishing attack believed it was due to weak security offered by their banks, rather than understanding that they needed more knowledge about security protection of their personal computers. Further education is required if users are to become fully aware of the need for security within their personal online banking.

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Lych, Oleg. "Součastný stav a perspektivy rozvoje internetového bankovnictví." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-73340.

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The thesis deals with the most recent and discussed issue of the safe provision of direct banking services. Although surveys indicate that users of banking online services do not show much concern about the safety of the internet banking, the reality is quite different. Banking houses put a lot of emphasis on the information embargo and their clients will never learn about the majority of attacks. Due to higher demands for the safety of direct banking applications compared to conventional applications, made available over the Internet are subject to increasing security demands, and there are a number of recommendations and standards that should be followed for the Internet banking to be considered truly safe. However, even if there is a full compliance with all ISO standards and the situation in security remains critical. Therefore, there is a need for broader use of security methods. This thesis carries out a very comprehensive analysis of all existing security methods and recommends new security methods. For better clarity, the new method embedded in the context of existing and they are viewed from different angles as the effectiveness of authentication methods to the threats, the appropriateness of methods according to the segment, application methods in various channels, customer relationship and hardware components of the method, comfort, etc. Finally, I use the Gartner's chart to better illustrate the advantages of the proposed methods.

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Aderam, Henry Ndejapo Tshapumba. "Consumer protection in online payment methods." Diss., University of Pretoria, 2019. http://hdl.handle.net/2263/73435.

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This research focuses on online payment methods which are premised on electronic funds transfer. It is a general discourse that the use of online payment methods is risky. It is held that the fear of fraud and abuse of a payment system is at the focal point of such risk. Banks which provide these payment systems are usually not prepared to negotiate with their prospective customers. Resultantly, banks contract out of the risk associated with online payments, specifically the liability for unauthorized electronic funds transfers. This culminates in bank’s customers bearing the majority of that risk as a result of the bank-customer contract. Some of the laws applicable to this relationship also ascribe to the notion above. They burden bank’s customers solely with the liability of the use of their cards until notification to the bank of its theft or misuse. This shows a completed disregard of the nature of how online payment methods operate. Such imposition of liability is excessively one-sided in favour of the banks and detrimental to the bank’s customers. Ultimately, the scope of application of the current applicable consumer protection laws is limited by factors such as non-applicability to juristic persons or limitation based on asset value for those that do. This thus denotes a large segment of online payment methods users who cannot avail themselves to measures of protection provided for by the current applicable consumer protection laws. The research aims to avert the issues as demonstrated above, provide clarity in pursuit of equity and compliance, plus a comprehensive consumer protection approach for online payment methods users.
Mini Dissertation (LLM)--University of Pretoria, 2019.
Mercantile Law
LLM
Unrestricted

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Popo-ola, Arnold, and Sunday Olowookere. "Accessing E-banking based on Resilient Transaction." Thesis, Blekinge Tekniska Högskola, Avdelningen för för interaktion och systemdesign, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3496.

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The adoption of Electronic Banking by commercial enterprise has been in existence since the mid 90s, much greater in number due to lower operating costs associated with it. Electronic banking has been in the form of automatic teller machines and telephone transactions. More recently, it has been transformed by the Internet, a new delivery channel for banking services that benefits both customers and banks. Access is fast, convenient, and available around the clock. Furthermore, customer’s application for electronic banking facilities is expanding as the cost savings on transactions over the internet are significant. The chances and threats that the internet symbolizes is no longer news to the present day banking sector. No traditional bank would dare face investment analysts without an Internet strategy. Moreover, business success is not guaranteed by a detailed and thoughtful approach to the internet. The main intention behind the commencement of electronic banking services is to provide the customers with an alternative that is more responsive and with less expensive options. With options just a click away, customers have more control than ever. Their expectations are usability and real-time answers. They also want personal attention and highly customized products and services. This research intends to see how electronic banking has improved the efficiency and effectiveness in the bank, take a look at the security measures on ground and also profer a solution that can eradicate fraud in electronic banking.
0046735816227, 0046739957286, 004660805115

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Petnji, Yaya Luc Honoré. "Customers' loyalty and its antecedents and perception of ISO 9001 in online banking." Doctoral thesis, Universitat de Girona, 2012. http://hdl.handle.net/10803/96090.

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This thesis investigates whether ISO 9001 certification by banks affects customers’ perceptions of e-service quality and recovery (and hence customer satisfaction, value and loyalty) in online banking services. In pursuit of this objective this thesis holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption of the scale. Thereafter, this thesis proposed and applied scales to measure service quality and service recovery in the setting of electronic banking (e-banking). At that juncture, the thesis further developed and empirically tested a model and different sub-models that considers perceived online service quality and online service recovery as antecedents to online satisfaction and value to investigate factors that might influence customer satisfaction, value and loyalty and the possible mediating/moderating effects of customer satisfaction and value on the relationship between service quality, recovery and customer loyalty. Findings are discussed and management implications presented.
Aquesta tesis doctoral investiga si la implantació de sistemes d’assegurament de la qualitat segons la norma ISO 9001 als serveis bancaris per internet, afecta a la satisfacció del servei per part dels clients d’aquesta. En aquest sentit, ha calgut analitzar l’escala de mesura de la qualitat dels serveis per internet E-S-QUAL, per tal d’adaptar-la als serveis bancaris, incloent-hi una mesura de la satisfacció en els casos on hi ha hagut reclamacions. D’aquesta forma, la tesis ha aportat un model, testejat empíricament, on es determinen quines son les causes que afecten a una bona satisfacció del servei per part del client, i a un augment de la lleialtat dels clients per part de l’empresa; tan pels clients que han realitzat reclamacions en el servei com als que no.

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Brinkmann, Petra. "Schluss mit dem Medienbruch: Leipziger Leser bezahlen jetzt online." SLUB Dresden, 2016. https://slub.qucosa.de/id/qucosa%3A7403.

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Die Nutzung von Online-Medien ist bequem und erweitert das Bibliotheksangebot um ein Vielfaches. Wenn man jedoch direkt vor Ort erscheinen muss, nur um zum Beispiel die Jahresgebühr zu zahlen, kann das ganz schön nerven. Die Leipziger Städtischen Bibliotheken (LSB) haben deshalb das Bezahlsystem „ePayBL“ eingeführt, mit dem Benutzer online zahlen können und sofort nach der Anmeldung Zugang zu eMedien und Datenbanken haben.

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Alanezi, Faisal. "Perceptions of online fraud and the impact on the countermeasures for the control of online fraud in Saudi Arabian financial institutions." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/12003.

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This study addresses the impact of countermeasures in the control and prevention of online fraud in Saudi Arabia and the influence of the environmental context. Combatting online fraud is facilitated when the public is fully educated and is aware of its types and of the prevention methods available. People are reliant on the Internet; the possibility of being breached by hackers and fraudsters is growing, especially as socialising, online shopping and banking are carried out through personal computers or mobile devices. Online fraud has been described as an epidemic that has spread to most online activities. Its prevalence has been noted to be in regions where there is high adoption of e-commerce, and, along with it, large online financial transactions. The argument is therefore the measures taken are either are inadequate or have failed to effectively address all the issues because of the organisational and environmental context of the country. This research aims to examine online fraud perceptions and the countermeasures designed and used by financial institutions in Saudi Arabia to control and prevent online fraud in its environmental context, to examine the effectiveness/impact of the countermeasures and to examine the factors that may affect/influence the impact of the countermeasures. The qualitative method approach was chosen to ensure balanced coverage of the subject matter. The nature of the research requires a broader, in-depth, examination of the experiences of the participants from their own perspective. Meanwhile levels of awareness are low, because of lack of knowledge and training, a lack of government sensitisation and the religious inclinations of the population. The findings also confirm the efforts of organisations to put in place countermeasures using various technological means, coupled with procedural controls and checks. The measures create obstacles to most customers, who find it cumbersome to engage in online activities because of those procedures and checks. The findings also show two types of regulations: government and organisational rules, with different foci and purposes, which are mostly centred on the monitoring of Internet operations and operational guidelines. The enforcement of rules in the light of prosecuting offenders has also been minimal and passive. The countermeasures of most banks/organisations mostly focus on prevention and detection. However, the findings suggest that the activities in each component and their interrelationships have a collective impact on combatting online fraud. The success of any effort or approach to combat fraudulent activities therefore depends on the activities of the four countermeasure components.

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Al-Qeisis, Kholoud Ibrahim. "Analyzing the use of UTAUT model in explaining an online behaviour : Internet banking adoption." Thesis, Brunel University, 2009. http://bura.brunel.ac.uk/handle/2438/3620.

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Technology acceptance research is a constantly developing field. The disciplines that contributed to its development are either beliefs focused or system focused. The unified theory of acceptance and use of technology (UTAUT) combined both. The current research model proposes an extension to the UTAUT that accounts for online usage behaviour. The proposed research model is tested in two countries (UK and Jordan) to investigate the viability of the unified model of technology acceptance in different boundaries as a model of individuals’ discretionary usage of Internet banking. The study also questions the roles of other determinants and moderators in this context. Results found support for the effect of the proposed extension, website quality perceptions, on usage behaviour in both countries’ models; the total effect of this extension exhibited website quality perceptions the most influential determinant of usage behaviour in both models and performance expectancy construct was second in effect. Social influence had no impact on the usage behaviour in both models, which is consistent with previous research that advocates a declining role of social influence under discretionary usage and increased experience conditions. Furthermore, the moderating role of performance expectancy previously established in TAM’s research was supported in the UTAUT model in both countries’ models. Moreover, both models reported a non-moderating effect of gender, which, is also in line with recent research findings that suggest declining gender differences under voluntary usage conditions and advanced experience. Education and income were moderators only for the UK model. Although the research findings demonstrated that both countries’ models were “configurally” similar with respect to model specifications, the models’ explanatory power for usage behaviour was dissimilar: the UK’s model explanatory power exceeded that of Jordan’s model presenting an opportunity for future research. The current research contributes to knowledge in the field of technology acceptance research. It demonstrated that website quality perceptions, as a multidimensional concept, play an important role in the online usage context. It also demonstrated that the unified model of technology acceptance established in the western culture can be transferred to a non-western culture although with varying degrees of explanation power.

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Sugiyama, Takuya. "Behavioral investigation of trust building in online banking : new marketing methodology for Suruga Bank." Thesis, Massachusetts Institute of Technology, 2011. http://hdl.handle.net/1721.1/65790.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2011.
Cataloged from PDF version of thesis.
Includes bibliographical references (p. 75-76).
The recent financial crisis has brought a huge loss of faith in economic rationality and the economic discipline. For the current financial industry, how to re-build "Trust" with customers is the one of biggest issues. Although we know that the strong relationship between the deep level of trust and the banking business has high potential, it has not yet been optimized, especially in online transaction banking. This is in part due to customers' perception of higher risk in the absence of traditional face to face interaction. Recent findings have shown that facial cues can have a powerful impact on trust building. However, there is also evidence that images of faces in some cases can decrease online interactions. Thus, the goal of this thesis is to investigate the impact of different types of facial attributes and which customer profiles will most benefit from such facial images in online banking. In an experimental setting, this research created a personalized web site which features the banker's representative, and conducted an investment game in order to correlate them with investment performance. This research also included rating trustworthiness on a banking advisor's photo and a demographic questionnaire for statistic trust profiling. Understanding a subject's decision making mechanism by giving them advisor's facial stimuli in a naturalistic online context, with integrating communication will provide an important potential for building and promoting trust, which further suggest Suruga Bank will be in an unique position by capitalizing on the new marketing methodology.
by Takuya Sugiyama.
M.B.A.

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Alabdan, Rana I. "A Saudi Female Perspective on the Adoption of Online Banking with Saudi Arabian Banks." Thesis, Robert Morris University, 2017. http://pqdtopen.proquest.com/#viewpdf?dispub=10283048.

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The adoption of online banking in Saudi Arabia is still emerging. The purpose of this study was to identify the factors that influenced Saudi females to adopt online banking with Saudi banks. This study answered the following research question: What are the factors that influence Saudi female users in Saudi Arabia to adopt online banking through Saudi Arabian banks? This study contributes to a gap in the literature regarding the limited studies of online banking from a Saudi female perspective. A qualitative method was used to conduct the study. A semi-structured interview was conducted to collect data from the participants. The sample consisted of 13 Saudi females who live in Riyadh, Saudi Arabia. The themes of this study developed by coding the transcripts via NVivo, then categorizing the responses into themes. These themes were identified according to the multiple responses from the participants repeatedly on each theme. The results provided seven main themes which influenced females to adopt online banking. Easiness and convenience were the preeminent influential themes according to the females followed by security, trust, user-friendly comfortable, and availability. The sub-themes were: (1) save time, (2) effortless, (3) easy to navigate, (4) easy to use, (5) clear options, and (6) clear to navigate. In addition, this study found that education, professional background, computer competency, and age had a significant impact on online banking adoption from Saudi females.

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Ibrahim, Rikard, and Christian Kackarovski. "Online banking - det framtida bankkonceptet : En kvantitativ studie om kundlojalitet och dess bakomliggande faktorer." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-16900.

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Online banking är den mest framträdande faktorn till följd av digitaliseringen inom den finansiella världen. Det nya bankkonceptet har gett upphov till nya hot och utvecklingsmöjligheter bankerna har tvingats att anpassa sig till. Den största förändringen är att online banking erbjuder banktjänster som kan utföras oberoende av tid och plats vilket lett till att bankkontor avvecklats och den minskade fysiska kontakten mellan bank och kund blir uppenbar. En stor utmaning blir att skapa kundlojalitet, eftersom den personliga interaktionen via fysisk närvaro tidigare setts som en grundpelare för att knyta åt sig kunder. Tidigare forskning menar nu att servicekvalitet via onlinemöten, företagsimage samt teknikmognaden påverkan faktorn förtroende, som beskrivs som avgörande för kundlojalitet inom online banking. Studien har vidareutvecklat kunskapen inom forskningsområdet som har varit baserade på hypotetiska antaganden om vad som skapar kundlojalitet inom online banking. Urvalet för denna studie är unik då respondenterna har suttit på faktisk data baserad på upplevd erfarenhet gällande användningen av avancerade tjänster inom online banking. Studiens syfte är att skapa förståelse för hur kundlojalitet skapas inom online banking. Studiens har tillämpat en positivistisk forskningsfilosofi och deduktiv forskningsansats, där en kvantitativ datainsamlingsmetod i form av en internetenkät användes. Resultaten i studien baseras på 71 respondenter. Studiens resultat påvisar att faktorn förtroende inte är fullkomligt avgörande för skapandet av en lojal kund. Den påvisas uppfylla kravet för en medierad, men inte en perfekt sådan då faktorerna teknikmognad samt företagsimage påvisades ha ett signifikant samband med kundlojaliteten.
Online banking is an emerging factor due to the digitalization within the financial world. The banking concept causes threats and development opportunities which banks are facing. An attribute that online banking offers is banking services regardless of time and location. It makes the number of bank branches decrease as the physical customer meetings diminish. A challenge is to create customer loyalty as the diminishing personal interaction was a great resource to create boundaries with customers. Previous research states service quality, corporate image and technical maturity influence the trust, which is described as lethal in creating customer loyalty within the online banking concept. This study has developed knowledge within the field of sience that has been based on hypothetical assumptions regarding the creation of customer loyalty. The study is based on a unique sample since the respondents have an actual perceived experience regarding the use of advanced online banking services. The purpose of this study is to create an understanding of how customer loyalty is created in an online banking business. The study has implemented a positivistic research philosophy and a deductive research approach in which a quantitative data gathering method through questionnaires online was used. The results in the study are based on 71 respondents. The results of the study show that the trust was not perfectly lethal in creating customer loyalty. It fulfilled its role as a mediating variable, but not perfectly as corporate image and technical maturity also had a significant influence on customer loyalty.

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Cho, Joungill. "Effective use of customized incentives for trust-building in the online financial industry /." Full text (PDF) from UMI/Dissertation Abstracts International, 2000. http://wwwlib.umi.com/cr/utexas/fullcit?p3004233.

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Abdulrahman, Latifa. "Online banking in Bahrain : role of attitudes and beliefs in shaping consumer behavior toward adoption." Thesis, Edinburgh Napier University, 2008. http://researchrepository.napier.ac.uk/Output/3709.

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The advancesin communicationa nd computert echnology and the availability of the Internet have made it possible that people can do most of their banking transactions from a remote location even without having the need to visit their local branch. With the growing reputation of Bahrain as a financial centre in the Arabian Gulf region, existing banks face intensive competition from new comers which made the banking industry in Bahrain opt for a more aggressive approach in the development of new online banking services. This thesis reports key findings from an empirical study of the Bahraini banking customer experiences with the adoption of online banking. It provides an understanding of what and how the specific factors influence the decision making process of the bank customers whether or not to bank on the Internet in the Bahraini context. It utilises a theoretical model to examine the intent to adopt online banking service. Using an amalgamated model adapted from two models in the fields of technology research and technology acceptance, this research analysed the relationships between the intention to adopt online banking services and the attitude toward online banking use, subjective norm toward online banking use, selected user perceptions (perceived usefulness, perceived ease of use, perceived risk, perceived behavioural control) and selected user characteristics (age and income). A questionnaire was employed to collect the data for this research and path analysis was used to analyse the relationships between the proposed model variables. Out of the 13 original model hypotheses, 9 were confirmed. However, the overall model was found to be weak in explaining the relationships regardless of their significance. Furthermore, current non-users were segmented and a binary logistic regression was used to predict the possibility of future adoption among this segment. It was concluded that about 88% of current non-users are predicted to be future online banking users in Bahrain. In general, the behavioural intention to adopt online banking service in Bahrain was found to be driven primarily by attitudes toward online banking services, and customers' perceived behavioural control. The practical and theoretical implications of these findings are discussed. In summary, this research helps to identify perceptions and factors that explain the intention to adopt online banking service. These factors may be important to the banks and policy makers who wish to encourage the widespread adoption of online banking services in Bahrain

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Mulari, A. (Anna). "Online customer experience and its management as a competitive advantage in the Finnish banking sector." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052380.

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Abstract. The purpose of this research is to get an understanding of online customer experiences and their management in the Finnish banking sector. The topic is seen as highly relevant for a myriad of reasons — not only is it of great interest to the writer personally, but it is also a complex phenomenon that lacks empirical support. Nowadays, economic pressures, increasing consumer demands and new technologies all have their influence on companies. The overall goal is to not only attract customers, but also to make them happy. It is evident that customer experiences and their management have become more important than ever before. Sustainable competitive advantage can no longer be achieved by focusing on traditional elements like price or quality, and that’s where customer experiences come in. Creating strong customer experiences is seen as a leading management objective across sectors, however, so far there’s only little progress made in explaining how firms can manage the complete customer experience. In order to deepen this understanding, this study aims to respond to the main research question of how customer experiences are managed in an online context in the Finnish banking sector. The framework of this study is built upon previous research studies and frameworks, which combines the crucial elements of holistic online customer experience management — the antecedents, touch points, follow-up and outcomes of online customer experience. Online customer experience management is seen as a continuous process that influences all four main components. This study is conducted as a qualitative research and more specifically, as a case study. The objective was to understand the research problem in new ways and specifically answer to the question ‘how’. The data was collected through four semi-structured interviews in the same company. This was considered a comprehensive amount of data for master’s thesis purposes. The findings of this research indicate that online customer experience management and a high level of customer-centricity is very much evident in the Finnish banking sector. With regards to the different elements of the total online customer experience management, there are also other components that act as contributors apart from the theoretical framework presented. Customer’s attitude and the brand’s image were strongly associated as antecedents, and regarding the outcomes, in addition to the ‘soft’ outcomes, it was obvious that successful online customer management also leads to increased sales and growth.

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Law, Kritika. "Impact of perceived security on consumer trust in online banking a dissertation submitted to the Graduate Faculty of Design and Creative Technologies, AUT University in partial fulfilment of the requirements for the degree of Master of Computer and Information Sciences." Abstract. Full dissertation, 2007.

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He, Fang. "DECISION FACTORS FOR THE ADOPTION OF E-FINANCE AND OTHER E-COMMERCE ACTIVITIES." Available to subscribers only, 2009. http://proquest.umi.com/pqdweb?did=1791777521&sid=7&Fmt=2&clientId=1509&RQT=309&VName=PQD.

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Thesis (Ph. D.)--Southern Illinois University Carbondale, 2009.
"Department of Management." Keywords: E-commerce, E-finance, Information technology adoption, Online banking, Online payment, Online shopping. Includes bibliographical references (p. 172-191). Also available online.

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Fung, Kai Fung. "Interacting with each online banking user : an exploratory study of website adaptation impact on users' commitment." HKBU Institutional Repository, 2002. http://repository.hkbu.edu.hk/etd_ra/338.

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Alboqami, Hassan Abdullah. "Investigating the factors affecting customers' trust and acceptance of online banking : the case of Saudi Arabia." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17127.

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The need for online banking technology in the banking industry is important to allow financial institutions to serve their customers worldwide, without having the need to be present in person or face-to-face to benefit from the service. Despite the investment in informational technology and information system infrastructure by Saudi Arabian financial institutions, the Saudi banks have lagged their Western counterparts when it comes to provision of online banking services. Given a relatively recent adoption of online banking in Saudi Arabia, consumer trust in online banking is a critical challenge facing bank managers, warranting further research. The aim of this research is to develop a framework to improve consumer trust toward online banking services and its affect consumer intentions to use the online banking service and e-WOM. The literature included the assessment of relevant theories including social cognitive theory, technology acceptance model and commitment trust theory. These theories formed the basis of formulation of research framework, including development of 12 research hypotheses. Perceived usefulness, perceived ease of use, relationship termination cost, shared value, communication, privacy and demographic factors all have an important role in influencing the extent of trust and the subsequent intention of customers to engage in and use online banking services provided by the financial institutions. When it comes to the literature gap, there remains a relative lack of existence of research on the subject of consumer trust in online banking within Saudi Arabia (Zhou, 2012; Alanezi and Brooks, 2014; AL-Malkawi et al., 2016), which presents a gap in the literature warranting further research. Moreover, most of the prior research on the subject of consumer trust in online banking has concentrated on the information cues such as reputation and information quality (Montazemi and Qahri-Saremi, 2015). This is alongside relatively little attention given to other factors such as perceived usefulness, ease of use, shared value, and privacy/security, which are crucial factors in online banking services (Fatima, 2011; Aloul., 2012; Montazemi and Qahri-Saremi, 2015). Regarding methodology, the positivist research philosophy, deductive approach, survey questionnaire and quantitative data collection and analysis techniques were undertaken. A key rationale for selection of such a methodology is the review of relevant literature, which led to development of research hypotheses that are tested through the survey technique, which is consistent with positivist and deductive research approach. The survey questionnaire request was sent online to 800 research participants (users of online services in Saudi Arabia). Out of these 800, 585 responded (indicating a response rate of an impressive 73%). The response rate was improved through giving regular reminders to the research participants who had not responded to the survey earlier. The findings of this research support the argument that trust in e-bank website play an important role in maintaining long term relationship with customers. Therefore, online banks who deal with their customers in a confidential, transparent and honest manner and ultimately protect the consumers' interests are likely to contribute to greater adoption of online banking by customers in Saudi Arabia. Furthermore, it is also concluded that perceived ease of use, trust in online banking website, trust in technology, relationship termination cost, privacy/security, shared value, and communication have positive and significant effect on customer trust in e-bank website, intention to use online banking, and e-WOM.

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liu, Ya-hui, and 劉雅惠. "Constructing Assessment Indicators of Online Banking." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/70379290828848882043.

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碩士
崇右技術學院
經營管理研究所
104
ABSTRACT Title: Constructing Assessment Indicators of Online Banking Pages:85 School: Chungyu Institute of Technology Department: Master of Business Administration Time: May, 2016 Degree: Master Researcher: Ya-hui liu Advisor: Shu-Ching Hsu Ph.D.; Zhi-wei Qiu Ph.D. Keywords: Online Banking, Analytic Hierarchy Process (AHP), Evaluation Indices, Delphi, Modified Delphi Method. Executive Summary Due to the advantages of online banking in terms of low operating costs and its potential for growth, coupled with the liberalization of the financial markets and increasing international competition, the banking industry in Taiwan has a positive but cautious attitude in the face of much uncertainty. Taiwan has a history of nearly a decade in online banking and must review and propose improvements to take advantage of the continuing boom in the online banking industry for the next decade. The study relies on the ideas of many experts in the field of online banking in Taiwan. It relies on the technique proposed by Murry & Hammons in (1995) of using the Delphi and Delphi method, as supplemented by Thomas Saaty in his (1971) program-level analysis process (AHP), to construct evaluation indices in the form of an official expert questionnaire. This paper focuses on three critical indicators suggested by the professional experts: "efficient operating performance and market development", "web service platforms", "customer relationship building." We use the analysis program hierarchy process (AHP) to rank these indicators in order of importance. Customer relationship building was ranked first, followed by web service platforms, and then by operating performance and market development. Finally, the research results will be made available to the banking industry for reference.

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Cheng-Ning, Yang, and 楊正寧. "The study of online banking performance using AHP." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/35667044232587124482.

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碩士
實踐大學
企業管理學系碩士班
98
Abstract The rise of Internet and information technology development has altered the course of global economic activities. This transformation led major banks to modify traditional banking operation and services accordingly. After 1990, Internet improvement brought changes of traditional banking transactions between the customers and banks. It is inevitable for banks to build up and extend the service to Internet banking. The effectiveness and efficiency of Internet banking have made aware of the major banks that this will be in the mainstream of global economic activity. The research of Analytic Hierarchy Process (AHP) was proposed by Thomas Saaty in 1971. Analytic Hierarchy Process (AHP) has become the most common practice and the foundation of strategic decision making to provide the quantitative measures in different criteria. The main focus of the research was to analyze on-line service functions provided by domestic banks and to examine the operations more in-depth. On-line banking service providers were the primary research targets, which the services have been approved. First round questionnaire and survey was done to identify the key elements of on-line services. The second round of survey was done to gather opinions and conclusions from banking service providers and long-term customers of the on-line banking services. The AHP method was applied to the questionnaire result in this study. Most of the on-line banks provide four main types of services: account service, credit card service, investment service and customer service. The comprehensive analysis will be based on these four main types of services. The analytical assessment will base on overall evaluation of banking services provided by on-line bankers. The conclusion of the research will be drawn based on the strengths and weaknesses of the key service elements provided by all Internet banks in Taiwan. Keywords: analytic hierarchy process, AHP, Network banking.

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Halili, Rrezarta. "The impact of Online Banking on Bank Performance." Master's thesis, 2014. http://www.nusl.cz/ntk/nusl-333234.

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The performance of commercial banks is changing due to the technology improving day by day. The purpose of this study is to highlight the challenges that are derived from Adoption of online banking. The engage of the five European countries with a period of study from 1999 - 2010 to adoption of online banking is the core idea of this study. The empirical analysis would employ data obtained from 22 commercial banks from the following countries: United Kingdom, Germany, Czech Republic, Latvia, and Poland. We want to show that the adoption of online banking increase the bank performance indicator. With the application of the Instrumental Variable concludes that adoption of Online Banking is negatively related with three bank performance indicators as: Return on Equity (Roe), Return on Asset (Roa) and Margin (Mrg) as a main fault to global financial crisis.

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陳俊穎. "Understanding Factors Affecting Continuance Intention of Online Banking." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/04555756011930091214.

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碩士
國立嘉義大學
資訊管理學系碩士班
98
Despite the increased in the number of internet users recorded by various agencies, the level of increase of Internet usage for banking purposes has not increased at the same rate. Online banking have been promoted for many years in Taiwan, but there are still some people don’t like to use. Developing online banking is a trend for any bank, because both banks and customers benefit greatly by online banking. For the banks, it has reduced operation costs, and it enables people to do financial transaction outside of bank hours and from anywhere. This study attempted to integrate Commitment-Trust Theory with Expectation-Confirmation Theory, and use DeLone & McLean Information System Success Model：A Ten-Year Update (System Quality and Service Quality and information Quality) to explain users’ intention to continue using. Used SPSS15.0 and SmartPLS2.0 analysis software, and the samples consisted of 306 online users. The result showed that satisfaction, perceived usefulness, relationship commitment, and trust are the key effect factors, and the three quality confirmations all are very critical independence variables.

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Bolton, Kimberley Jane. "Marketing implications of self-service technologies amongst online banking customers." Thesis, 2012. http://hdl.handle.net/10210/4827.

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M. Comm.
The overall goal of this short dissertation is the investigation of self-service technologies with reference to online banking. As the issue of security is one of the main factors to adoption of self-service technologies, it will be the main focus of the study. The focus of the investigation concerns the security perceptions of consumers with regard to selfservice technologies and online banking, and thus determine a framework that groups consumers based on these security perceptions. Included in the study is the profile of consumers who use self-service technologies and online banking, the investigation into the risk dimensions (financial, privacy, time and convenience, psychological, social and physical) that contribute to the security perceptions of consumers. And ultimately, indicating the relationship that security perceptions of respondents have that affect their adoption of online banking.

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Dissertations / Theses on the topic 'Online banking'

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