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The use of Information and Communication Technologies (ICTs) in the delivery of banking products and services has triggered a new wave of financial innovation electronic banking technology; more commonly referred to as e-banking technology. A review of banking literature has revealed that it is gaining widespread adoption in the banking industry across developed countries. The case, however, is different in less developed nations, such as Libya, where despite recently acknowledging the benefits of e-banking technology in improving their services, banks have not adopted this innovation within their banking delivery strategy. Instead, they continue to provide most of their banking services and products using traditional banking delivery channels, notably paper-based branch networks. According to recent Libyan governmental reports, bank staffs resistance to banking technologies has been a major barrier preventing the adoption of e-banking projects in Libyan banks. A critical appraisal of the literature on adoption and diffusion of banking ICTs shows that various factors have emerged as influential in the perception of bank staff regarding the adoption of new banking systems. However, critics argue that the factors identified are only valid in Western countries where e-banking is a commonplace. Consequently, the absence of any observable evidence regarding the applicability of these factors in developing countries, such as Libya, initiated the need for this study to identify the potential influences that may prevail. This study has helped to bridge this gap by addressing the question of how bank staff in developing countries such as Libya, perceive the adoption of e-banking strategy, and what factors inhibit them from developing a positive attitude towards the adoption of this strategy, a step necessary to understand what will make the introduction of e-banking projects in Libya effective. A combination of research strategies (literature review and case study design) was used to meet the aim of this study. The literature review was undertaken to identify the key factors affecting bank staffs attitude towards the adoption of banking technologies, with the aim of developing a conceptual base for the study. Two case studies were used to further investigate and evaluate those factors in the Libyan context. Drawing on the findings from the literature review and the case study organisations, a framework of factors inhibiting bank staffs adoption of e-banking technology in Libya was developed that can guide future e-banking implementation projects in Libyan banks. Moreover, the framework has applicability for other Arab countries as they share the same culture and banking infrastructures.

Economic integration within and across countries, deregulation, advances in telecommunications and the growth of the Internet and other communication technologies have dramatically changed the nature and structure of financial services (Claessens et al., 2003). This study examines the adoption of electronic banking (e-banking) services offered by commercial banks in Greece. This is the first empirical investigation on the adoption of e-banking using a logit econometric model which contains a set of new independent variables such as high branch fees, branch dissatisfaction and access to banks‘ web pages. The findings are as follows: (i) Greek male customers are less likely to adopt e-banking while the opposite is true for young customers, (ii) higher education and income both have a positive impact on the adoption of e-banking in Greece, and (iii) homeowners are less likely to perform complex transactions, and hence they are less likely to adopt e-banking in Greece. Other variables such as the access to banks‘ web pages, the branch dissatisfaction as well as the high branch fees do not show any impact on customer‘s probability of adopting e-banking services. It is concluded that Greek customers prefer most the traditional banking because they worry about possible high electronic risk that comes with the foray into e-banking. Moreover, we examine the economic performance of Greek ‗click and mortar‘ banks in relation to the adoption of Internet banking services using econometric models (Logit, OLS and GLS).We report that ‗click and mortar‘ banks in Greece overall have higher profits, but when technology-based scale and technology-based experience effects are considered these banks exhibit lower profitability. This could be attributed to the higher overhead expenses that these banks may suffer, due to the heavy investments in IT. We also study the effect of Automated Teller Machines (ATMs), Information Technology (IT) investments and other determinants on the efficiency and profitability of Greek commercial banks. We find that profitability (Return on Average Assets, and Return on Average Equity), ATMs and capitalisation show a negative impact on the efficiency of Greek banks. We also report that banks‘ size, capitalisation, IT investments and ATMs do not have any effect on the ROAA or the ROAE but they have a positive effect on the fees and commissions. However, we find that ATMs have a negative effect on the net interest income. Finally, we assess the effect of ATMs on the competitive and equilibrium conditions of the Greek banking system using the Panzar Rosse model. Our results reveal that the Greek banking system is in equilibrium and is operating under perfect monopolistic conditions, while we find no significant relationship between the investment in ATMs and revenues or profit. Our results provide recommendations to the Greek bank managers and help customers in improving relationships with new technologies and services. We report that Greek banks can attract their customers to electronic services if they design their marketing offers or value propositions according to the needs of these groups.

Despite the widespread adoption of Internet banking, no guidelines exist on what functionality the techno-savvy Generation-Y customer segment (20–37 years) expects from Internet banking websites. This research investigated the functionality that South African Generation-Y customers require from this transacting platform. A user-centred design philosophy with a mixed method research design was used. The technological characteristics of Generation-Y, abstracted from the literature, were aligned with functionality trends of future Internet banking websites to formulate an initial list of Internet banking functionality guidelines. These were evaluated using a survey and interviews, and were also used in a heuristic evaluation of the Internet banking platforms of five South African banks. The findings were integrated to synthesise functionality guidelines. A visual representation of these guidelines was constructed as wireframes for evaluation by Generation-Y users. This study makes a contribution by providing a validated list of Internet banking functionality guidelines for Generation-Y banking customers. / College of Engineering, Science & Technology / M. Tech. (Information Technology)

Despite the widespread adoption of Internet banking, no guidelines exist on what functionality the techno-savvy Generation-Y customer segment (20–37 years) expects from Internet banking websites. This research investigated the functionality that South African Generation-Y customers require from this transacting platform. A user-centred design philosophy with a mixed method research design was used. The technological characteristics of Generation-Y, abstracted from the literature, were aligned with functionality trends of future Internet banking websites to formulate an initial list of Internet banking functionality guidelines. These were evaluated using a survey and interviews, and were also used in a heuristic evaluation of the Internet banking platforms of five South African banks. The findings were integrated to synthesise functionality guidelines. A visual representation of these guidelines was constructed as wireframes for evaluation by Generation-Y users. This study makes a contribution by providing a validated list of Internet banking functionality guidelines for Generation-Y banking customers. / College of Engineering, Science and Technology / M. Tech. (Information Technology)