Customer perceptions on Internet banking information protection

Abstract

Background: South Africa has a well-developed and established banking system which compares favourably with those in many developed countries (e.g. USA), but also sets South Africa apart from many other emerging market countries like Egypt and Brazil. Four dominant banks, namely the Amalgamated Banks of South Africa (ABSA), Standard Bank, Nedcor and First National Bank (FNB) influence the South African banking environment. Internet banking has slowly been taking off in South Africa since 1996 as consumers are attracted to the convenience, safety and lower costs of doing banking online. Trust is a significant component of Internet banking and online services and products.

Objectives: This article has reported on the results of a survey (a close-ended questionnaire) that was conducted by alumni of the University of Johannesburg (UJ). The research problem for this study has been formulated as ‘what are Internet banking customers’ perception on information protection when using Internet banking services and products?’

Method: The methodology for this study falls on quantitative research. The research study consisted of a detailed literature review, followed by an empirical component which consisted of a quantitative questionnaire. The questionnaire used in this study consisted of eight sections covering biographical information, financial institution and Internet banking, Internet banking service quality and delivery, Internet banking functionality, Internet banking costs, Internet banking convenience and relationships, Internet banking trust and Internet banking security and information technology (IT).

Results: It was established that the findings of this research could assist financial institutions with fostering and building greater value adding relationships with their customers. These value-adding endeavours will ensure that customers experience and perceive their Internet banking experience to be enriching. Education and awareness campaigns are key focus areas financial institutions should continuously invest in. Information should be easily retrievable and communicated in a manner that makes sense to the diverse customer base, especially within South Africa with its diverse cultures and languages.

Conclusion: The final conclusion that could be reached is that Internet banking products and services will continue to grow across various divides and platforms as the Internet costs decrease in future, the growth of Internet related products and services such as Internet banking will increase.