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.

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.

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.

<p>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.</p><p>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.</p><p>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.</p>

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.

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.

Thesis (M.Com. (Information Systems))--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Economic and Business Sciences, 2015. / This research study investigated the key factors that contribute to both current usage and future usage intention of online banking by South African users. The research was focused on online banking from all banks and regions in South Africa, hence making the results generalisable to the South African context. The variables (Performance Expectancy, Effort Expectancy, Facilitating Conditions and Social Influence) were derived from UTAUT model. Trust, Switching Costs and Availability of Alternatives were also added. The conceptual model was moderated by age, gender and experience. The variables used within the study were derived from literature review based on previous studies. From a survey of 300 online banking consumers, results were drawn from 105 responses. In South Africa, Trust, Effort expectancy and facilitating conditions, presented significant and positive impact on future usage intention of using online banking. Age and Experience were also significant to Future Usage intentions. However Social Influence, Switching Costs and Availability of Alternatives do not play a considerable role in influencing the user’s future usage in South Africa. While current usage did not directly impact future usage intentions of using online banking, the findings on frequency of usage and functionality (applications) added value to understanding the concept of current usage. The model had an R2 = 0.25 which suggests that within the South African context, there are more factors to be considered for academia and practitioners to understand online banking behaviour amongst consumers. We cannot completely apply theories and models from other countries to the South African context. There is a need to look at factors unique to South Africa, including how customers interpret questionnaires. The research also contributes to the current body of work and interest by banks in South Africa to move from “bricks to clicks”, (moving customers from the branches onto electronic platforms) that are more accessible from any location, and require less staff to operate. To do that, practitioners need add “trust” factors to online banking as well as increase frequency of users logging on to transact. It is vital for banks to also focus on functionality that is simple, reliable and dependable, as well as adds value to customers to ensure their frequent and continued usage thereof.

Sammanfattning – ”Möter bankerna en annorlunda framtid?”   Datum: 26 maj, 2016   Nivå: Kandidatuppsats i företagsekonomi, 15 ECTS   Institution: Akademin för Ekonomi, Samhälle och Teknik, EST, Mälardalens Högskola   Författare: Martin Johansson                Louise Synnes                     Emma Wegerman 25 februari 1993                 26 augusti 1993                   29 mars 1993   Titel: Möter bankerna en annorlunda framtid?   Handledare: Ulla Pettersson   Nyckelord: Bankkontor, online banking, digitalisering, digitala tjänster, bankernas framtid.   Frågeställning: Hur har digitaliseringen av banktjänster påverkat de fysiska bankkontoren?   Hur påverkas bankerna ekonomiskt av nedläggningen av bankkontoren?   Hur tror bankerna att den fortsatta utvecklingen av online banking kommer påverka bankernas framtid?   Syfte: Studien syftar till att få en djupare förståelse om hur den digitala utvecklingen av bankens tjänster och produkter påverkar de fysiska bankkontoren samt hur bankerna tror hur branschens framtid ser ut.   Metod: Den valda metoden för denna studie är en kvalitativ metod med ett abduktivt synsätt för att förstå den sociala verkligheten och att få en djupare förståelse inom det valda forskningsområdet. Tre stycken intervjuer har genomförts med respondenter från olika universalbanker för att få en bredare bild av hur bankerna påverkats av den digitala utvecklingen. Resultatet av den insamlade empirin ställdes därefter mot den framtagna referensramen.   Slutsats: Digitaliseringen av banktjänster har lett till ett förändrat kundbeteende vid utförande av bankärenden då de använder sig utav de digitala kanalerna för att utföra vardagliga ärenden istället för att besöka ett fysiskt kontor. Detta har lett till minskade kundbesök på kontoren vilket har inneburit nedläggning av vissa kontor samt omstrukturering av personal.   Den ekonomiska effekten av nedläggning av de fysiska bankkontoren kommer på kort sikt bli kostsamt men på lång sikt kommer det bli lönsamt för bankerna.   I framtiden tror respondenterna att de fysiska kontoren kommer att finnas kvar men inte i lika stor utsträckning. Kontoren kommer i framtiden arbeta med mer komplexa ärenden och samla alla resurser så att kompetensen finns tillgänglig på samma plats för att kunna möta kundernas efterfrågan.

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.

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.