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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
© Mashood Mukhtar, 2014
INTRODUCTION
This particular research has been focused on the internet banking. In this chapter, a context or background of the research has been created. Moreover, problem's statement and the purpose of conducting this research are also elaborated in this chapter.
Research Context
In the recent years, technology has gone through marvellous changes. The developments and innovation in technology and a hard line blend of these with the information technology have resulted in a significant paradigm shiftin the banking sector from traditional online banking system. Technological developments have resulted in the creation of a global world which is also one of the motivating forces behind development of internet banking. Internet banking is simply considered as a system by which individuals, businesses or customers have access to their accounts, transact or transfer money, pay bills, obtain information regarding bank accounts and avail other banking related services through internet. The development in internet banking started in the late 1980s...