Internet banking has been part of the American and European banking system for many years, but only since 2005 have Omani banks adopted this technology. There is little research on Internet banking adoption in Oman and no research on Omani customers' acceptance of Internet banking. This two-phase research study used the unified theory of acceptance and use of technology (UTAUT) as a theoretical basis. The UTAUT model was modified by adding three constructs (culture, customers' attitude towards computers, trust) to investigate the key constructs influencing customers acceptance of Internet banking. In phase one fourteen managers in seven Omani banks were interviewed to clarify their understanding of Internet banking and determine the main challenges in the early stages of system adoption. The banks had a clear understanding of Internet banking terminology and identified a number of barriers in the early stages of Internet banking adoption which could be classified into internal and external barriers. The research identified the main constructs affecting customers' acceptance of Internet banking from the managers' perspectives and resulted in the exclusion of the 'voluntariness of use' moderator from the original UTAUT model. The second phase explored the key constructs affecting customers' acceptance of Internet banking. Multivariate analysis was used to analyse questionnaire responses from 611 customers. The results identified that one independent construct 'attitude towards Internet banking' comprising six sub-constructs influenced customers' intentions towards Internet banking. Gender, age and educational level moderators influenced the independent construct. Based upon these findings a model of Internet banking acceptance and use in the Omani context was developed that illustrates the key constructs affecting customers' acceptance of Internet banking in Oman. This is considered the major contribution of this research. The study offers potential solutions to overcome Omani customers' loyalty to traditional banking and encourage a shift towards adoption of Internet banking.

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Technology plays an important role in organization's innovation activities and the financial services sector is one of the major adopters of technology innovations. In Malaysia computers began to be introduced in the financial services institutions only in the 1980s. Today, the deployment of computer technology has gone far beyond automating manual banking operations in the back office. Indeed most of the products and services offered by the banking institutions could only be possible through the exploitation of information technology (IT). There is limited research in the area of technology innovation in Malaysia. Most of the existing innovation researches are related to industrial innovation. Wider perspective innovation research covering different industries is scarce, particularly in Malaysian banking industry - implying the infancy stage of research in this area. There is still very much to be researched and learned in order to understand the nature of technology innovation in the Malaysian banking industry specifically in the area of IT implementations. The current research attempts to understand this aspect in the context of Malaysian banking organizations. Using qualitative technique, twelve case study banks were analysed. Data Reduction Process and Thematic data analysis generated three distinguished themes - strategy, structure, and technology. Evidence from the findings suggests these themes are factors that have impact on the IT system implementations in the Malaysian banks. The nature and interaction of these factors were found to affect the IT system implementations in the way that would facilitate or impede the implementation process. This research concludes that the evidence and findings produced positively corresponds to the established theoretical perspectives and frameworks produced by studies in the same area in the West. These findings suggest that those perspectives and frameworks are highly applicable in the Malaysian context.

This dissertation considers, the Variable Precision Rough Sets (VPRS) model, and its development within a comprehensive software package (decision support system), incorporating methods of re sampling and classifier aggregation. The concept of /-reduct aggregation is introduced, as a novel approach to classifier aggregation within the VPRS framework. The software is applied to the credit rating prediction problem, in particularly, a full exposition of the prediction and classification of Fitch's Individual Bank Strength Ratings (FIBRs), to a number of banks from around the world is presented. The ethos of the developed software was to rely heavily on a simple 'point and click' interface, designed to make a VPRS analysis accessible to an analyst, who is not necessarily an expert in the field of VPRS or decision rule based systems. The development of the software has also benefited from consultations with managers from one of Europe's leading hedge funds, who gave valuable insight, advice and recommendations on what they considered as pertinent issues with regards to data mining, and what they would like to see from a modern data mining system. The elements within the developed software reflect each stage of the knowledge discovery process, namely, pre-processing, feature selection, data mining, interpretation and evaluation. The developed software encompasses three software packages, a pre-processing package incorporating some of the latest pre-processing and feature selection methods a VPRS data mining package, based on a novel "vein graph" interface, which presents the analyst with selectable /-reducts over the domain of / and a third more advanced VPRS data mining package, which essentially automates the vein graph interface for incorporation into a re-sampling environment, and also implements the introduced aggregated /-reduct, developed to optimise and stabilise the predictive accuracy of a set of decision rules induced from the aggregated /-reduct.

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The advance in information technology has encouraged many countries to develop diverse methods of delivering information and communicating. The enhancement of Information and Communications Technology (ICT) has made it possible to deliver information and communication more rapidly and conveniently. Many emerging economies have taken advantage of ICT, including it in its development agenda. The development of ICT has had an impact on the provision of retail payment systems and its instruments. One of the main instruments, electronic money, promises to benefit the users with all the advantages of traditional notes and coins, and much more. Many countries have established or are considering the establishment of a regulatory framework of electronic money with its mass use in view. This volume examines the regulatory framework of electronic money, which some emerging economies have already established. It analyses the challenges faced in implementing laws and regulations for an evolving payment instrument where the regulatory framework may quickly become obsolete. The continuing development of electronic money with additional features and functions may invoke legislation leading to cross-regulatory functions among the authorities. The thesis is that the success of implementing the regulatory framework for electronic money will depend on the sound and effective coordination among relevant authorities. The role of the central bank and its relation to relevant authorities will be closely examined, because the central bank is often responsible for the development of payment systems, both wholesale and retail, especially in emerging economies, and plays a key role in its regulation. The use of a Memorandum of Understanding is proposed to ensure effective coordination and cooperation among relevant authorities. Malaysia will be used as the case study as the government has been enthusiastic in adopting electronic money, being involved in its development, implementation and regulation, which may not always be appropriate. Analysis in this thesis will be based on information as of 1 September 2004. The first three chapters of this volume will discuss the enhancement of ICT in emerging economies and the efforts taken to develop retail payment systems in consonant with ICT. Evaluation will be made on the relationship between ICT and the need to modernise the retail payment, which includes developing its regulatory framework. Analysis will then be made specifically on electronic money, focusing on stored-valued products. The overall development on stored-valued cards and why the acceptance of this product was initially slow will be examined, and then the underlying regulatory structure that may affect this is assessed. The last two chapters will focus on Malaysia. Analysis will be made on the approach taken in developing electronic money and its regulatory framework. The roles and functions of the relevant authorities involved will be critically examined, leading to a proposal to execute a Memorandum of Understanding among the authorities as a mechanism of ensuring the effective coordination and cooperation between the parties.

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.

The contribution of this study based on the development of a cross-cultural universal framework, which is moderated by the culture dimension (uncertainty avoidance) and examines the factors influencing the individuals’ attitudes and behaviour and, ultimately, the individuals’ loyalty towards Internet banking across different countries (KSA and the UK). The study will contribute towards filling the gap in Internet banking literature by: 1) examining customers’ loyalty as a dependent variable of intention; 2) invariant acceptance of customers across the UK and KSA cultures; 3) and integration of the cultural dimension (i.e. uncertainty avoidance) and demographics (i.e. gender and experience) as factors of invariance across the groups. The framework is based on a number of constructs adopted from the validated theories in information systems (IS), psychology and marketing literature perspectives. Specifically from a psychology perspective, using Theory of Reasoned Action (TRA) and Social Cognitive Theory (SCT) constructs, Attitude, Intention, Subjective Norms, Self-efficacy and Actual Behaviour (i.e. intention towards loyalty) were integrated. From a technological perspective, using Technology Acceptance Model (TAM) constructs, Perceived Usefulness and Perceived Ease of Use were integrated. Besides these constructs, the model also integrates constructs of privacy, security, communication, customers’ experience, Internet banking reputation, trust and loyalty from IS, as well as a marketing perspective. To examine the hypothetical relationships within the conceptual model, this study applied the positivist philosophical approach with quantitative methodology. Out of 1000 questionnaires distributed amongst undergraduate students in UK and KSA, 532 were useable, i.e. 53%. Due to the multilevel stages of the conceptual model, structural equation modelling (SEM), based on analysis of moment structure (AMOS), was applied to analyse the data. In addition, invariance analyses were applied to see the differences across the groups (i.e. moderation effect). Initially, sixteen hypotheses were developed in the model but due to the merger of three constructs (i.e. trust, security and privacy ) into one construct (i.e. trust), and the deletion of three constructs (i.e. communication, customers’ experience and Internet banking reputation) at the confirmatory factor analysis (CFA) process, eleven hypotheses were finally retained for examination. The modification indices (MI) suggested three new paths, and hence, the addition of these new hypotheses brought the number up in total to fourteen hypotheses. The results suggest that the conceptualised model was able to fit with the data in both UK and KSA sample. Within the KSA sample, the model explained 45% variance in customer loyalty, but 60% in UK sample. From the path relationships perspectives, out of fourteen hypotheses ten were supported in the KSA and nine were supported in the UK. The results confirm the study’s argument that customer loyalty is the main construct of individuals’ behavioural intention to accept Internet banking. Within specific countries’ context, after behavioural intention, perceived ease of use was a more important predictor of loyalty in the KSA (i.e. b= 0.28); whereas perceived usefulness was a more important predictor of loyalty (i.e. b= 0.27) in the UK. Furthermore, it was noticed that subjective norm towards behavioural intention, perceived usefulness and ease of use was only significant in the KSA sample. The invariance analysis across the countries revealed significant differences between the KSA and the UK for nine hypotheses. Furthermore, invariance analysis also revealed significant differences across the cultural dimension of uncertainty avoidance (i.e. high and low), and the demographical variable of gender (i.e. male and female). Contrary to this, no difference was found for the demographic variable of experience (i.e. high and low). Based on these results, theoretical and practical implications are advised.

Internet banking services have faced a considerable expansion in terms of the number of users in the last few years. This makes Internet as a financial service delivery platform witness a number challenges. One of these is offering better-quality services to existing customers as the quality of service is a key factor in the success of any organisation. Previous research studies indicate that a strong theory to understand this form of service is lacking. A comprehensive review of previous and contemporary literature on service quality suggests the need for the development of a valid instrument for measuring service quality from the end-user perspective in the specific context of Internet banking services. This research study proposes a revised and modified SERVQUAL model which incorporates several variables that reflects the industry-specific attributes of Internet banking services. A survey based research is used to collect primary data on the basis of Internet banking services in the Kingdom of Saudi Arabia. A multiple regression analysis is employed to examine the influence of the adapted determinants on service quality. Focus-group interviews are also conducted as a follow-up to the questionnaire study. The findings of both fieldworks indicate that reliability, responsiveness, website design, and personalisation determine service quality in the Internet banking context. This study presents the main findings derived from the research model which can be used by a wide range of financial institutions, which make use of the Internet in their business dealings, to support each organisation’s decision-making processes. Also, this model can be used as a blueprint for an organisation’s strategic planning. In addition to the research model, the researcher employs Importance Performance Analysis (IPA) that reveals a large of number of implications for the quality of service, which were not obvious prior to undertaking the research. The knowledge of such implications will help managers and decision-makers when they are required to allocate resources to certain tasks or functions.

The principles of knowledge management (KM) are widely acknowledged and have been developed over the last 50 years, especially in such disciplines as management science, sociology, and construction. Whilst knowledge management (KM) is still an evolving practice, specific emphasis is now taking place on securing leverage through knowledge-context, interpretation, transfer, and reflection. Knowledge-based economies are increasingly reliant upon their intellectual capital (IC) cognisant of: the Information Technology (IT) revolution; expanding information society; the increased importance of knowledge; and the congruence and emergence of innovation through the application of KM practices. However, little work in the remit of KM has been evidenced in the Libyan financial sector the omission of which is the focus of this research. This research uses a case-study approach using an interpretive perspective to develop a knowledge management implementation (KMI) framework for the Libyan banking industry. The framework was developed and tested using three Libyan banks (LBs) and one bank from the United Kingdom (UK). Domain expertise was selected from the financial sector and academia to validate all results and findings. Research findings identified that the body of literature surrounding KM (from a Western perspective), could be applied to the Libyan context with a high degree of congruence. Moreover, the Libyan banking industry has now reached a level of maturity to embrace this framework as part of its core business practices. Several critical KM implementation areas were identified for incorporation (linked to organisational maturity). However, no definitive measurable leverage could be ascertained from this study, the aspect of which would need to form part of a larger study using cross-case analysis and multiple replications.