Internet Banking Literature Review

CHAPTER 2: LITERATURE REVIEW

2.1 Introduction

This chapter will going to discuss about the adoption of Internet banking service. Many researchers investigations and inspections about this issue, investigated the customer’s perception on internet banking. Try to understand the factors that affecting the customer decision on adoption of internet banking and the factors that influence on customers’ online banking acceptance. According to Akhlaq & Shah (2011), banking on the Internet requires a key and clicks, the user-friendly interface, it will give people a perception that the use of online banking services is less complex, and so making they use these services. Thus, in the literature review will focus on discussing about the previous theoretic

The bank was no more geographical or time concerned with the help of the Internet. Consumers are able to access their accounts anytime around the world. Hence, internet banking offered banks and customers many benefits (Folake, 2014).

2.3.1 Benefits to banks

Internet banking provided banks and their customers with many benefits. The biggest benefits to the bank are saved costs, reached a new segment of population, efficiency, enhanced the bank reputation in order to provide better customer service and increased customer satisfaction (Ngandu, 2012). The cost of internet transactions was less than the cost of branch transactions (Ngandu, 2012). Internet banking enhanced the relationship between the bank and the customer, because bank provided service directly to customers. Even customers not able to personally appeared at physical branch, this would create customer loyalty (Yohannes, 2010). Internet banking services are a must for banks due to increased online service provided by other financial institutions, for example insurance companies (Raghunandan, 2012). Internet banking customers are more precious to the banks compared with traditional customers, because banks able to achieved cross channel productivity efficiency and effectively and increased the performance (Ngandu, 2012). The Internet would not replace the other delivery channels, but it would

In this model, the two main dimensions are perceived ease of use and perceived usefulness which effected of user adoption of the technology. More recent study showed that TAM- theoretical had identified additional structures that influenced the adoption of Internet services (Lichtenstein, 2006). According to TAM, perceived ease of use and perceived useful are key concepts determined information technology adoption (Gefen & Straub, 2000). Perceived ease of use had been used in information systems research literature widely. Perceived ease of use defined as the degree of a person believed that used the technology would consider free of effort. It was easier for users to interact with system, the more likely users would found it useful (Mohd Yusoff, Muhammad, Zahari, Pasah, & Robert, 2009). The attraction of this model was that it was specific and simple, and showed the use of a high level of technical ability to predict. These factors are also very easy system to develop OPERS understand and systems requirements analysis and other system development phase during special consideration. These factors set the use of technology in common, and widely applied to solve the problem of acceptance (Lee,