Internet Banking Security Strategy: Securing Customer Trust

Abstract

Internet banking strategies should enhance customers’ online experiences which are affected by trust and security issues. This study provides perspectives of users and nonusers on internet banking security with a view to understanding trust and security factors in relation to adoption and continuous usage. Perception of internet banking security influenced usage intentions. Nonusers viewed internet banking to be insecure but users perceived it to be secure with perceived ease of use influencing continuous usage. Perception of internet banking security was positively influenced by trust in the internet banking system, trust of the provider, threat awareness, availability of information and education but showed a negative relationship with age. The study suggests that internet banking security strategy may consider the generation gap in adoption and should continuously aim at securing customers’ trust of the providers’ online brand’s security, including the provision of security information and education.