Assessing Trust and Intention to Continue Using Internet Banking Through Security Dimension Impact: A Partial Least Squares Analysis

Assessing Trust and Intention to Continue Using Internet Banking Through Security Dimension Impact: A Partial Least Squares Analysis

Normalini Md. Kassim (Universiti Sains Malaysia, Malaysia) and Sulaiman Haruna (Universiti Sains Malaysia, Malaysia)
Copyright: © 2020 |Pages: 14
DOI: 10.4018/IJEIS.2020040108

Abstract

Internet banking is gaining popularity in Malaysia due to its convenience which is achieved by unique business interactions between banking institutions and customers via websites and mobile applications. Based on the past studies, this article developed a research framework to gauge the impact of security dimensions on customer's trust towards intention to continue using Internet banking. By testing the framework using a sample of 163 internet banking users, this study offers significant insights into the potential confidentiality dimensions has significant influence on customer's trust towards intention to continue using Internet banking. The findings revealed that although there was an insignificant relationship between authentication, data integrity and non-repudiation dimension towards customer trust might be the user think that confidentiality was most important factor that contribute to customer's trust level. Consequently, this study presents and supports the important role of trust as a considerable determinant of intention to continue using Internet banking.
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Introduction

A new market for internet-based services, such as internet banking, offered to the global internet users exceeded 4 billion people around the world using the internet (GDR, 2018). Internet banking refers to the use of bank’s web site through which customers access their banking accounts, conduct financial transactions, and obtain general information on bank products and services (Yu, Balaji, & Khong, 2015). Since the new millennium traditional banking practice has modernized to internet banking growth in several countries (Kassim & Ramayah, 2015) and the emergence of Internet banking has transformed the banking systems across the globe (Damghanian, Zarei & Kojuri, 2016). The internet assists the banking industry with an electronic and remote distribution channel (Yang, Hney, Ming, & Yong, 2008). A number of studies have found the importance of internet has been ever-growing in the banking sector because it carried out benefits to both the entities and their customers (Ege Oruç & Tatar, 2017; Hernández-Ortega, Jiménez-Martínez, & Hoyos, 2007; Kassim & Ramayah, 2015; Kim, Tao, Shin, & Kim, 2010; Serener, 2016; Susanto, Chang, & Ha, 2016; Yang et al., 2008). According to Srivastava (2007), internet banking was introduced in the early 1990s which makes it possible to replace the manual service functions provided by bank employees, along with the brick and mortar investment required of financial institutions (Dandapani, Karels, & Lawrence, 2008). The internet banking is a friendly process that consistently enables customers to perform their transactions in a few clicks while sitting in their homes, and thus it saves them a lot of valuable time as well as the hassle of visiting different branches (Khan, Hameed, & Hamayun, 2019). The technology of internet banking is widely considered as a key driver and a motivating force for the people to participate in the ever-changing technological world where technology brings comfort to the lives of human beings on a massive scale. Moreover, advances in electronic service technology have created great opportunities as well as threats to organizations in various business and services sectors (Al-Ghaith, Sanzogni, & Sandhu, 2010).

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