Perceptions of UK Based Customers toward Internet Banking in the United Kingdom

Mashood Mukhtar ()
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Mashood Mukhtar: MBA Finance, University of Gloucestershire, United Kingdom

Journal of Internet Banking and Commerce, 2015, vol. 20, issue 01, 01-38

Abstract: Internet banking is becoming increasingly popular due to convenience and flexibility it offers. Banks are forced to promote online banking services to enhance its operations with reduced cost of operations. This particular research has been conducted to evaluate the customer perceptions towards internet banking in the United Kingdom. A sample of 100 UK based banking customers was selected. The sample selection was made by the convenience sampling technique. Qualitative and quantitative methods have been applied to evaluate the research objectives. Through descriptive analysis of research findings, it has been evaluated that customers perceive internet banking services reliable and secure. However, some of the older respondents did not feel convenient to use internet banking and they might have higher security concerns while using internet banking. The dimensions of privacy, security, convenience and time savings was perceived positively by the customers. The research represents future implications for the internet bankers who can attract more online customers by arranging stronger measures of security, and privacy. The results of this particular research are limited to the sample size and questionnaire made. The future researchers have the opportunity to expand the boundary of knowledge of current research by taking a large and diverse sample.

Keywords: internet banking; UK banking sector; online service; customer’s altitude; banking in the UK (search for similar items in EconPapers)
JEL-codes: A11 (search for similar items in EconPapers)
Date: 2015
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