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Internet banking is a method for conducting financial transactions online that makes use of the internet as a platform. Customers could transact at any time and from any location. Numerous aspects relating to the adoption of internet banking have been analyzed and studied in recent in-depth studies from the literature. This paper will merge these numerous predefined factors into a model by drawing on the various ideas related to the acceptance model. It was decided to adapt the analytical hierarchy process (AHP) method for finding the important numerous components for the model. The finest mathematical calculation method is AHP, which enables decision-makers to prioritize their ranking in order to satisfy various criteria. The goal of this research is to rank the elements that influence the use of online banking. Three main factors such as technical information, website and service availability were chosen as the main factors of the model based on the literature review. Sub-factors such as ease of use, responsiveness, privacy, reliability, security, communication and efficiency were also suggested and combined into a single integrated framework. Utilizing the systematic literature review (SLR) methodology, several factors were found. As a result, the article will enhance understanding of the unique elements supporting the adoption of internet banking.

This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction (\"customer efficiency\"), and local Internet banking penetration. We find that customers who have greater transaction demand and higher efficiency, and reside in areas with a greater density of online banking adopters, are faster to adopt online banking after controlling for time, regional, and individual characteristics. Consistent with prior work, we find that customers significantly increase their banking activity, acquire more products, and perform more transactions. These changes in behavior are not associated with short-run increases in customer profitability, but customers who adopt online banking have a lower propensity to leave the bank. Building on these observations we also find that the adoption drivers are linked to the postadoption changes in behavior or profitability. Customers who live in areas with a high branch density or high Internet banking penetration increase their product acquisition and transaction activity more than Internet banking adopters in other regions. Efficient customers and those with high service demand show greater postadoption profitability. This paper was accepted by Sandra Slaughter, information systems.

The objective of this study is to examine the structural relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian Banks. The study was conducted on 800 respondents who were users of internet banking services. The independent variables were 1) reliability, 2) responsiveness, 3) accessibility, 4) ease of use, and 5) security. The e-customer satisfaction and e-customer loyalty are independent variables. The study was conducted on 400 Indians and 400 Pakistani who had been availed internet banking services. The theoretical model was assessed using the PLS-SEM technique. The study found overall significant positive relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian banks. The study has managerial implications that the managers of the banks should focus more on the internet banking services for customer loyalty. The study found overall significant relationship in both India and Pakistan, as both are emerging economies. This study intends to fill the void and adds to the literature on internet banking and provides pathways for the researchers working in the domain of banking services. The study provides recommendations for the top level of management and bank branch managers as well.

The purpose of this study is to examine the factors which affect internet banking adoption acceptance in Tunisian banks by using the modified unified theory of acceptance and use of technology (UTAUT) model by adding attitude, trust, perceived risk, and perceived internet banking services quality. The proposed model was empirically tested using survey data provided by 203 respondents and was analyzed using a structural equation model (SEM). The analysis results indicated that performance expectancy, attitude, facilitating conditions, social influence, and perceived internet banking services quality show a significant positive impact on the users' behavioural intention to use internet banking services. This study contributes to the literature by providing a new research model for understanding internet banking adoption in Tunisia, and its findings provide useful guidelines to develop strategies and to improve their services in order to increase the adoption of mobile banking by their customers.

The decision of credit unions in the United States to adopt transactional web-based services is consistent with profit-maximization behavior. Credit unions adopt transactional internet banking services when they provide a higher proportion of consumer loans and when there is increased competition from other financial institutions. They adopt transactional internet banking to attract new customers. The larger the credit union the higher the probability of adoption of transactional internet banking. The probability of adoption of transactional banking is directly related to credit unions’ efficiency and indirectly related to loan delinquencies. We also find that the probability of credit unions offering transactional internet banking is positively related to the percentage of the young population in the counties where credit unions are located.

Internet banking is an online financial transaction approach that uses internet as the platform. Customers could perform their transactions anywhere and anytime. Current extensive researches from the literature have analyzed and investigated on various factors related to the internet banking adoption. Drawing from the various theories associated with acceptance model, this paper will combine these various predetermined factors into one model. Analytical Hierarchy Process (AHP), method was adapted in identifying the relevant multiple factors for the model. AHP is the best technique to use for mathematical calculation, to allow decision makers to prioritize their ranking to fit and resolve multiple criteria. The purpose of these paper is to prioritize the influencing factors to use internet banking. Based on the literature review, three main factors namely technical information, website and service availability had been identified as the main construct of the model and the sub factors were communication, responsiveness, privacy, ease of use, security, reliability and efficiency had been proposed into one integrated framework. These factors were identified by using Systematic Literature Review (SLR) methodology. Hence, the paper will deepen the understanding of the specific factors underpinned in the study of internet bankingadoption.

This study defines and measures the key factors driving consumers' adoption of internet banking in Vietnam, and comprises both qualitative and quantitative research. Qualitative research was carried out through focus group discussions with 12 consumers, while quantitative research was conducted through interviews with 475 bank customers in Vietnam. The results indicate the following: (i) the adoption of internet banking in Vietnam is directly affected by perceived usefulness, attitude, perceived risk, innate innovativeness, domain-specific innovativeness, and internet experience; (ii) perceived risk is directly affected by innate and domain-specific innovativeness; (iii) perceived ease of use is directly affected by innate and domain-specific innovativeness; (iv) consumers' attitudes are directly affected by perceived usefulness and perceived ease of use; and (v) perceived usefulness is directly affected by perceived ease of use. However, this study had certain limitations. First, owing to limited resources in conducting the research, the sample size consisted of only 475 consumers. Second, this study employed the sampling technique of direct and email interview methods.

As research on this topic is increasing, we analyzed consumer Internet banking adoption, with a particular focus on privacy, trust, and security based on an analysis of 670 responses to a survey. The results showed that prospective users' privacy concerns, particularly the concerns of those who were more socially aware, were affected by their perception of online banking security vulnerability. The results corroborate those reported in previous research demonstrating the importance of consumer perception of a bank's reputation and similarity to a related entity in creating trust. On the other hand, the results indicate that respondents were not affected by perceived size of the institution, and that privacy concerns did not have an adverse effect on prospective users' decision to adopt Internet banking.

Modern day bankers are in immense pressure to stay in the ever-changing online business. So as to stay in the competition, they have to enhance and foresee what their client needs. There is a dearth of studies in a developing country like India, for finding the success factors of Internet Banking (IB) from the perspective of the expectations of the IB customer. This study intends to fill that void with the proposed framework by modelling user expectations in terms of the quality dimensions of the Information Systems (IS) Success model, along with security dimension. Data collected from 312 IB experienced students of a premier educational Institution in India. Structural Equation Modeling has been employed to test the hypotheses of the proposed framework. The results showed that the quality dimensions alongside security, strongly influences the confirmation of user expectations from using the IB website. The study provided a starting point to model IB user expectations. Some managerial implications and future research directions are proposed, based on the results of the study.

PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.