Dissertation (MCIS) -- AUT University, 2007. / Includes bibliographical references. Also held in print (ix, 77 leaves : ill. ; 30 cm.) in City Campus Theses Collection (T 332.1702854678 KRI)

Thesis (M Info Tech) -- Auckland University of Technology, 2005. / Also held in print (xiii, 133 leaves, 30 cm.) in Wellesley Theses Collection. (T 332.1780993 POD)

Thesis (Ph. D.)--University of Hawaii at Manoa, 2002. / Includes bibliographical references (leaves 544-557). Also available on microfiche.

M.Comm. / Extensive studies have been done in the past on measuring service quality where the service is delivered on a face-to-face encounter. This study assesses and measures online service quality where there is no face-to-face encounter. The service quality measures are particularly on Internet Banking service. The research problem has been stated as the lack of insight into customer perceptions on Internet Banking service quality by management in South African banks. The purpose of this study was to explore customers’ perceptions on key electronic service dimensions or factors of Internet Banking service quality. The primary objective of the study was to have an insight into how Internet Banking customers in South Africa perceive their respective banks’ performance on pre-defined electronic service quality dimensions. The secondary objective was to determine if there was any difference in Internet Banking service quality perception based on age, gender, or primary bank offering the service (service provider). Even though online shopping and Internet Banking are online services there are subtle differences between the two services. With online shopping there is a physical item that gets traded and in Internet Banking only services are traded. It is for this reason that the original E-S-Q instrument was slightly adjusted. Some of the dimensions that were excluded from the original E-S-Q instrument include flexibility, price knowledge and customization Given the purpose and objectives of the study a quantitative approach was taken as the major research approach for the study. The sampling design was a nonprobability sampling one because the convenience method of sampling was used. The survey population was all online banking users, utilizing services from South African banks. A slightly revised electronic service quality (E-S-Q), a service quality measurement instrument, was used in this study. Data was collected via a web based self administered survey. The original E-S-Q instrument measured customer service quality from an online shopping experience point of view. This study aimed at gleaning respondents’ perceptions on key Internet Banking service dimensions.

Although the offering of financial products and services over the Internet by banks and financial institutions continues to spread, reports on Internet banking show that the adoption and usage of such services by consumers are low. Further, relatively little empirical research has been carried out to examine factors influencing users' adoption or use of Internet banking services, particularly in New Zealand. Hence, there is a need to identify relevant factors that influence New Zealand's bank customers' intentions to use Internet banking. This research used two commonly applied and empirically supported models of information technology adoption to achieve this objective. In this study, Davis's (1989) technology acceptance model (TAM) is extended by two external variables, namely risk and self-efficacy. The second model used is a reduced version of Moore and Benbasat's (1991) perceived characteristics of innovation (PCI) model, without the image and voluntariness constructs. A questionnaire was used to conducting a postal survey of 1000 individuals in Auckland, New Zealand. Out of 163 responses received 157(15.7%) were usable and with this data both research models were tested.The results reveal that perceived usefulness, perceived ease of use, self-efficacy, relative advantage, compatibility, and result demonstrability have a significant association with intention to use Internet banking, while risk, visibility and trialability are not significant. Both the modified TAM and PCI models used in the study have a similar explanatory power of slightly over 20% of the variance in intention. In the TAM model, perceived usefulness and self-efficacy are significant variables, while compatibility is the only variable significant for the PCI model. Further, results indicate that users' perceptions of various aspects of Internet banking are more positive than non-users' perceptions, except for risk.The results of this study indicate that both TAM and PCI have low capabilities in explaining the variances in users' intention to adopt or use Internet banking services. Therefore, further studies are recommended to examine the performance of these models in Internet banking studies and also to improve the prediction power of these models by incorporating additional constructs. Although risk is found to be insignificant in this study, considering results of prior studies, further studies are required to examine its influence on intention.For banks point of view, banks should consider launching campaigns to demonstrate the usefulness and benefits. Once users perceive that advantages outweigh disadvantages, they are more likely to adopt or use Internet banking. Additionally, banks must make continuous effort to understand consumers' requirement and design and deliver their products and services in such a way that it is consistent with customers' requirements, beliefs and the way customers are accustomed to work. Banks website should facilitate customers with a 'one stop comprehensive financial' service. Banks can arrange hands-on training for prospective users to enhance their self-efficacy or may pay additional interest on online-deposit accounts (can be access through Internet only). Besides promoting services, banks need to invest in staff education and training and be equipped with advanced computer technology.

none

M. Tech. Business Information Systems / The Banking industry globally provides Internet banking in order to offer their customers easy access to banking services. In South Africa, the banking industry has developed into a mature sector that is well managed and uses most advanced risk-management systems in conducting business. The banks in South Africa, like their counter parts in other parts of the world offer Internet banking to customers. However, the majority of South Africans in rural areas do not adopt and use Internet banking despite its convenience, the availability of Internet banking Infrastructure, the effort of banks in promoting Internet banking awareness and Internet security. This research investigated factors which influence the adoption and use of Internet banking in the context of South African rural areas.

Overall this thesis is concerned with the implementation and development of Internet banking in Thailand. Paper 1 is a literature review. It examines the development of Internet banking, world-wide rationale for the use of Internet banking, Internet banking in Thailand and the driving factors which influence banks to adopt Internet banking. The results of this study are beneficial to understanding why many banks in the world are starting to use Internet banking as a marketing tool for increasing competitive advantage over their rivals. / Paper 2 represents a survey of Thai banking customers and their interest or non-interest in using Internet banking. A number of hypotheses are developed and tested in this survey. The survey encompassed 485 persons, of whom 400 responded, throughout Thailand and attempted to assess and measure their attitudes towards Internet banking. Findings indicate that Internet banking is currently the least popular form of banking in Thailand (after ATM and branch banking). However, the younger group of customers, those aged between 18-30, ranked Internet branch banking first on their list of choices as the most desirable form of banking services. The results of this study are beneficial to the Thai banking sector in terms of providing a detailed understanding of customers' preferences for Internet banking. In addition, banks can apply this information to develop strategic plans focusing primarily on identified target groups, thereby providing better products and services. / Paper 3 develops a conceptual framework utilizing the results discussed in paper 2, to recommend to Thai banks appropriate promotional and servicing activities to encourage the development of Internet banking in Thailand. It includes a range of recommendations, over three specific time periods: short term, identified as up to 1.5 years, medium term specified as 1.5-3 years, and long term, identified as more than 3 years. Essentially, the recommended approach to Internet banking in Thailand concentrates on a developmental approach over these three periods. As defined by the results obtained in the survey discussed in paper 2, it is clear that Thai banks should consider younger, higher education level customers as potential customers. In addition, this paper also recommends how to use strategies for developing Internet banking but this should not be done to the exclusion of older, lower education level and lower income level customers. / Thesis (DBA(DBusinessAdministration))--University of South Australia, 2004

Overall this thesis is concerned with the implementation and development of Internet banking in Thailand. Paper 1 is a literature review. It examines the development of Internet banking, world-wide rationale for the use of Internet banking, Internet banking in Thailand and the driving factors which influence banks to adopt Internet banking. The results of this study are beneficial to understanding why many banks in the world are starting to use Internet banking as a marketing tool for increasing competitive advantage over their rivals. / Paper 2 represents a survey of Thai banking customers and their interest or non-interest in using Internet banking. A number of hypotheses are developed and tested in this survey. The survey encompassed 485 persons, of whom 400 responded, throughout Thailand and attempted to assess and measure their attitudes towards Internet banking. Findings indicate that Internet banking is currently the least popular form of banking in Thailand (after ATM and branch banking). However, the younger group of customers, those aged between 18-30, ranked Internet branch banking first on their list of choices as the most desirable form of banking services. The results of this study are beneficial to the Thai banking sector in terms of providing a detailed understanding of customers' preferences for Internet banking. In addition, banks can apply this information to develop strategic plans focusing primarily on identified target groups, thereby providing better products and services. / Paper 3 develops a conceptual framework utilizing the results discussed in paper 2, to recommend to Thai banks appropriate promotional and servicing activities to encourage the development of Internet banking in Thailand. It includes a range of recommendations, over three specific time periods: short term, identified as up to 1.5 years, medium term specified as 1.5-3 years, and long term, identified as more than 3 years. Essentially, the recommended approach to Internet banking in Thailand concentrates on a developmental approach over these three periods. As defined by the results obtained in the survey discussed in paper 2, it is clear that Thai banks should consider younger, higher education level customers as potential customers. In addition, this paper also recommends how to use strategies for developing Internet banking but this should not be done to the exclusion of older, lower education level and lower income level customers. / Thesis (DBA(DBusinessAdministration))--University of South Australia, 2004

Although the offering of financial products and services over the Internet by banks and financial institutions continues to spread, reports on Internet banking show that the adoption and usage of such services by consumers are low. Further, relatively little empirical research has been carried out to examine factors influencing users' adoption or use of Internet banking services, particularly in New Zealand. Hence, there is a need to identify relevant factors that influence New Zealand's bank customers' intentions to use Internet banking. This research used two commonly applied and empirically supported models of information technology adoption to achieve this objective. In this study, Davis's (1989) technology acceptance model (TAM) is extended by two external variables, namely risk and self-efficacy. The second model used is a reduced version of Moore and Benbasat's (1991) perceived characteristics of innovation (PCI) model, without the image and voluntariness constructs. A questionnaire was used to conducting a postal survey of 1000 individuals in Auckland, New Zealand. Out of 163 responses received 157(15.7%) were usable and with this data both research models were tested.The results reveal that perceived usefulness, perceived ease of use, self-efficacy, relative advantage, compatibility, and result demonstrability have a significant association with intention to use Internet banking, while risk, visibility and trialability are not significant. Both the modified TAM and PCI models used in the study have a similar explanatory power of slightly over 20% of the variance in intention. In the TAM model, perceived usefulness and self-efficacy are significant variables, while compatibility is the only variable significant for the PCI model. Further, results indicate that users' perceptions of various aspects of Internet banking are more positive than non-users' perceptions, except for risk.The results of this study indicate that both TAM and PCI have low capabilities in explaining the variances in users' intention to adopt or use Internet banking services. Therefore, further studies are recommended to examine the performance of these models in Internet banking studies and also to improve the prediction power of these models by incorporating additional constructs. Although risk is found to be insignificant in this study, considering results of prior studies, further studies are required to examine its influence on intention.For banks point of view, banks should consider launching campaigns to demonstrate the usefulness and benefits. Once users perceive that advantages outweigh disadvantages, they are more likely to adopt or use Internet banking. Additionally, banks must make continuous effort to understand consumers' requirement and design and deliver their products and services in such a way that it is consistent with customers' requirements, beliefs and the way customers are accustomed to work. Banks website should facilitate customers with a 'one stop comprehensive financial' service. Banks can arrange hands-on training for prospective users to enhance their self-efficacy or may pay additional interest on online-deposit accounts (can be access through Internet only). Besides promoting services, banks need to invest in staff education and training and be equipped with advanced computer technology.