Internet banking: a review (2002–2016)

References

• Aliyu, A. A., T. Rosmain, and J. Takala. 2014. Online banking and customer service delivery in Malaysia: Data screening and preliminary findings. Procedia-Social and Behavioral Sciences 129:562–70. doi:10.1016/j.sbspro.2014.03.714.
   Google Scholar
• Al-Qeisi, K., C. Dennis, E. Alamanos, and C. Jayawardhena. 2014. Website design quality and usage behavior: Unified theory of acceptance and use of technology. Journal of Business Research 67 (11):2282–90. doi:10.1016/j.jbusres.2014.06.016.
   Web of Science ®Google Scholar
• Alsajjan, B., and C. Dennis. 2010. Internet banking acceptance model: Cross-market examination. Journal of Business Research 63 (9-10):957–63. doi:10.1016/j.jbusres.2008.12.014.
   Web of Science ®Google Scholar
• AlSudairi, M. A. T. 2013. The effects of self-service web portals on online banking service quality: a theoretical model. International Journal of Business and Management 8 (18):121.
   Google Scholar
• Amin, M. 2016. Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing 34 (3):280–306. doi:10.1108/ijbm-10-2014-0139.
   Web of Science ®Google Scholar
• Ariff, M. S. Md., L. O. Yun, N. Zakuan, and A. Jusoh. 2012. Examining dimensions of electronic service quality for internet banking services. Procedia-Social and Behavioral Sciences 65:854–59. doi:10.1016/j.sbspro.2012.11.210.
   Google Scholar
• Ariff, M. S. Md., L. O. Yun, N. Zakuan, and K. Ismail. 2013. The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia-Social and Behavioral Sciences 81:469–73.
   Google Scholar
• Asad, M. M., N. S. Mohajerani, and M. Nourseresh. 2016. Prioritizing factors affecting customer satisfaction in the internet banking system based on cause and effect relationships. Procedia Economics and Finance 36:210–9. doi:10.1016/s2212-5671(16)30032-6.
   Google Scholar
• Awasthi, P., and P. S. Sangle. 2012. Adoption of CRM technology in multichannel environment: a review (2006–2010). Business Process Management Journal 18 (3):445–71. doi:10.1108/14637151211232641.
   Google Scholar
• Bradley, L., and K. Stewart. 2003. A delphi study of internet banking. Marketing Intelligence & Planning 21 (5):272–81.
   Google Scholar
• Broderick, A. J., and S. Vachirapornpuk. 2002. Service quality in internet banking: the importance of customer role. Marketing Intelligence & Planning 20 (6):327–35. doi:10.1108/02634500210445383.
   Google Scholar
• Casalo, L. V., C. Flavián, and M. Guinalíu. 2007. The role of security, privacy, usability and reputation in the development of online banking. Online Information Review 31 (5):583–603. doi:10.1108/14684520710832315.
   Web of Science ®Google Scholar
• Casalo, L. V., C. Flavián, and M. Guinalíu. 2008. The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing 26 (6):399–417.
   Google Scholar
• Chuang, C., and F.-L. Hu. 2010. Exploring customers' perceptions of e-banking service. Journal of Global Business Issues 4 (2):37.
   Google Scholar
• Cristobal, E., C. Flavián, and M. Guinaliu. 2007. Perceived e-service quality (PeSQ) measurement validation and effects.Managing Service Quality: An International Journal 17 (3):317–40.
   Google Scholar
• Dabholkar, P. A., C. David Shepherd, and D. I. Thorpe. 2000. A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing 76 (2):139–73. doi:10.1016/s0022-4359(00)00029-4.
   Web of Science ®Google Scholar
• Daulatkar, S., and P. S. Sangle. 2015. Causality in information technology business value: a review. Business Process Management Journal 21 (3):482–516. doi:10.1108/bpmj-06-2014-0061.
   Web of Science ®Google Scholar
• Durkin, M., D. Jennings, G. Mulholland, and S. Worthington. 2008. Key influencers and inhibitors on adoption of the internet for banking. Journal of Retailing and Consumer Services 15 (5):348–57. doi:10.1016/j.jretconser.2007.08.002.
   Google Scholar
• Eriksson, K., and D. Nilsson. 2007. Determinants of the continued use of self-service technology: the case of internet banking. Technovation 27 (4):159–67. doi:10.1016/j.technovation.2006.11.001.
   Web of Science ®Google Scholar
• Eriksson, K., K. Kerem, and D. Nilsson. 2005. Customer acceptance of internet banking in Estonia. International Journal of Bank Marketing 23 (2):200–16. doi:10.1108/02652320510584412.
   Google Scholar
• Fonseca, J. R. S. 2014. E-banking culture: a comparison of EU 27 countries and portuguese case in the EU 27 retail banking context. Journal of Retailing and Consumer Services 21 (5):708–16. doi:10.1016/j.jretconser.2014.05.006.
   Google Scholar
• Gonzalez, M. E., G. Quesada, F. Picado, and C. A. Eckelman. 2004. Customer satisfaction using QFD: an e-banking case. Managing Service Quality: An International Journal 14 (4):317–30. doi:10.1108/09604520410546851.
   Google Scholar
• Goudarzi, S., M. N. Ahmad, S. A. Soleymani, and N. Mohammadhosseini. 2013. Impact of trust on internet banking adoption: a literature review. Australian Journal of Basic and Applied Sciences 7 (7):334–47.
   Google Scholar
• Herington, C., and S. Weaven. 2009. E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing 43 (9/10):1220–31.
   Web of Science ®Google Scholar
• Hernandez, J. M. C., and J. Afonso Mazzon. 2007. Adoption of internet banking: Proposition and implementation of an integrated methodology approach. International Journal of Bank Marketing 25 (2):72–88. doi:10.1108/02652320710728410.
   Google Scholar
• Huang, S.-M., W.-C. Shen, D. C. Yen, and L.-Y. Chou. 2011. IT governance: Objectives and assurances in internet banking. Advances in Accounting 27 (2):406–14. doi:10.1016/j.adiac.2011.08.001.
   Google Scholar
• Hway-Boon, O., and M. Y. Cheng. 2003. Success factors in e-channels: the malaysian banking scenario. International Journal of Bank Marketing 21 (6/7):369–77.
   Google Scholar
• Katuri, S., and M. Lam. 2007. Switching customers from branches to internet: a credit union's journey. Journal of Financial Services Marketing 11 (3):229–48. doi:10.1057/palgrave.fsm.4760041.
   Google Scholar
• Ladhari, R. 2010. Developing e-service quality scales: a literature review. Journal of Retailing and Consumer Services 17 (6):464–77. doi:10.1016/j.jretconser.2010.06.003.
   Google Scholar
• Laforet, S., and X. Li. 2005. Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing 23 (5):362–80. doi:10.1108/02652320510629250.
   Google Scholar
• Lekakos, G., P. Vlachos, and C. Koritos. 2014. Green is good but is usability better? consumer reactions to environmental initiatives in e-banking services. Ethics and Information Technology 16 (2):103–17. doi:10.1007/s10676-014-9337-6.
   Web of Science ®Google Scholar
• Levy, H. and M. Levy. 2014. The home bias is here to stay. Journal of Banking & Finance 47:29–40. doi:10.1016/j.jbankfin.2014.06.020.
   Web of Science ®Google Scholar
• Liao, S.-H. 2003. Knowledge management technologies and applications—literature review from 1995 to 2002. Expert Systems with Applications 25 (2):155–64. doi:10.1016/S0957-4174(03)00043-5.
   Web of Science ®Google Scholar
• Liébana-Cabanillas, F., F. Munoz-Leiva, and F. Rejón-Guardia. 2013. The determinants of satisfaction with e-banking. Industrial Management & Data Systems 113 (5):750–67. doi:10.1108/02635571311324188.
   Web of Science ®Google Scholar
• Lin, J.-S. C., and P.-L. Hsieh. 2011. Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing 87 (2):194–206.
   Web of Science ®Google Scholar
• Ling, G. M., Y. S. Fern, L. K. Boon, and T. S. Huat. 2016. Understanding customer satisfaction of internet banking: a case study in malacca. Procedia Economics and Finance 37:80–5. doi:10.1016/s2212-5671(16)30096-x.
   Google Scholar
• Littler, D., and D. Melanthiou. 2006. Consumer perceptions of risk and uncertainty and the implications for behaviour towards innovative retail services: the case of internet banking. Journal of Retailing and Consumer Services 13 (6):431–43. doi:10.1016/j.jretconser.2006.02.006.
   Google Scholar
• Loonam, M., and D. O'Loughlin. 2008. Exploring e-service quality: a study of irish online banking. Marketing Intelligence & Planning 26 (7):759–80. doi:10.1108/02634500810916708.
   Google Scholar
• Mäenpää, K., S. H. Kale, H. Kuusela, and N. Mesiranta. 2008. Consumer perceptions of internet banking in Finland: the moderating role of familiarity. Journal of Retailing and Consumer Services 15 (4):266–76. doi:10.1016/j.jretconser.2007.05.007.
   Google Scholar
• McKnight, D. H., and N. L. Chervany. 2001. What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce 6 (2):35–59. doi:10.1080/10864415.2001.11044235.
   Web of Science ®Google Scholar
• Mittal, V. 2016. Developing and implementing a customer-focused strategy in banks: Customer satisfaction strategy maps. SSRN Electronic Journal. https://ssrn.com/abstract=2783075 or http://dx.doi.org/10.2139/ssrn.2783075 (accessed on May 11, 2018).
   Google Scholar
• Nagaraju, S., and L. Parthiban. 2015. Trusted framework for online banking in public cloud using multi-factor authentication and privacy protection gateway. Journal of Cloud Computing 4 (1):22. doi:10.1186/s13677-015-0046-4.
   Google Scholar
• Nasri, W., and L. Charfeddine. 2012. Factors affecting the adoption of internet banking in Tunisia: an integration theory of acceptance model and theory of planned behavior. The Journal of High Technology Management Research 23 (1):1–14. doi:10.1016/j.hitech.2012.03.001.
   Google Scholar
• Nimako, S. G., N. K. Gyamfi, and A. M. M. Wandaogou. 2013. Customer satisfaction with internet banking service quality in the ghanaian banking industry. International Journal of Scientific & Technology Research 2 (7):165–75.
   Google Scholar
• Nochai, R., and T. Nochai. 2013. The impact of internet banking service on customer satisfaction in Thailand: a case study in bangkok. International Journal of Humanities and Management Sciences 10 (1):2320–44.
   Google Scholar
• Oh, S.-N. 1999. Financial deepening in the banking sector–Viet Nam. Rising to the Challenge in Asia: A Study of Financial Markets–The Socialist Republic of Viet Nam. Asian Development Bank, Manila. https://aric.adb.org/pdf/aem/external/financial_market/Republic_of_Vietnam/vietnam_bnk.pdf (accessed May 11, 2018).
   Google Scholar
• Pandey, N., and A. K. Jaiswal. 2014. Change management: a case of state power utility in India. Asian Case Research Journal 18 (01):61–80. doi:10.1142/s0218927514500035.
   Google Scholar
• Pandey, N., and M. Sharma. 2010. Whither service quality in indian B-schools: an analytical approach. International Journal of Indian Culture and Business Management 4 (1):48–72. doi:10.1504/ijicbm.2011.037425.
   Google Scholar
• Pandey, N., N. Mehta, and S. B. Roy. 2017. Semiconductor pricing strategy in USB market: a market leader’s dilemma. Business Perspectives and Research 5 (1):1–10. doi:10.1177/2278533716671614.
   Google Scholar
• Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. A conceptual model of service quality and its implications for future research. The Journal of Marketing 49 (4):41–50.
   Web of Science ®Google Scholar
• Patsiotis, A. G., T. Hughes, and D. J. Webber. 2013. An examination of consumers' resistance to computer-based technologies. Journal of Services Marketing 27 (4):294–311. doi:10.1108/08876041311330771.
   Web of Science ®Google Scholar
• Patwardhan, A. A., N. Pandey, and S. M. Dhume. 2014. Analysis of physicians technology acceptance literature in changing indian pharmaceutical marketing context: a markus and robeys causal structure approach. International Journal of Marketing & Business Communication 3 (2):33–45.
   Google Scholar
• Philip, G., and S.-A. N. Hazlett. 1997. The measurement of service quality: a new PCP attributes model. International Journal of Quality & Reliability Management 14 (3):260–86. doi:10.1108/02656719710165482.
   Google Scholar
• Pikkarainen, T., K. Pikkarainen, H. Karjaluoto, and S. Pahnila. 2004. Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research 14 (3):224–35. doi:10.1108/10662240410542652.
   Web of Science ®Google Scholar
• Pikkarainen, K., T. Pikkarainen, H. Karjaluoto, and S. Pahnila. 2006. The measurement of end-user computing satisfaction of online banking services: Empirical evidence from Finland. International Journal of Bank Marketing 24 (3):158–72. doi:10.1108/02652320610659012.
   Google Scholar
• Poon, W.-C., G.-F. D. Yong, and W.-H. P. Lam. 2008. An insight into the attributes influencing the acceptance of Internet banking: The consumers' perspective. International Journal of Services and Standards 5 (1):81–94. doi:10.1504/IJSS.2009.021668.
   Google Scholar
• Radomir, L., and C. V. Nistor. 2012. High-educated consumer perceptions of service quality: an assessment of the SSTQUAL scale in the romanian banking industry. Procedia Economics and Finance 3:858–64. doi:10.1016/s2212-5671(12)00241-9.
   Google Scholar
• Santos, J. 2003. E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal 13 (3):233–46. doi:10.1108/09604520310476490.
   Google Scholar
• Santouridis, I., and M. Kyritsi. 2014. Investigating the determinants of internet banking adoption in Greece. Procedia Economics and Finance 9:501–10. doi:10.1016/s2212-5671(14)00051-3.
   Google Scholar
• Santouridis, I., P. Trivellas, and P. Reklitis. 2009. Internet service quality and customer satisfaction: Examining internet banking in Greece. Total Quality Management 20 (2):223–39. doi:10.1080/14783360802623084.
   Web of Science ®Google Scholar
• Seth, N., S. G. Deshmukh, and P. Vrat. 2005. Service quality models: a review. International Journal of Quality & Reliability Management 22 (9):913–49. doi:10.1108/02656710510625211.
   Google Scholar
• Seyal, A. H. and Md. M. Rahim. 2011. Customer satisfaction with internet banking in Brunei Darussalam: Evaluating the role of demographic factors. E-Service Journal 7 (3):47–68.
   Google Scholar
• Sikdar, P., A. Kumar, and M. Makkad. 2015. Online banking adoption: a factor validation and satisfaction causation study in the context of indian banking customers. International Journal of Bank Marketing 33 (6):760–85. doi:10.1108/ijbm-11-2014-0161.
   Web of Science ®Google Scholar
• Singh, A. M. 2004. Trends in South African internet banking. In Aslib Proceedings. Emerald Group Publishing Limited. 56 (3):187–96. doi:10.1108/00012530410539368.
   Google Scholar
• Sunder, V. M., and J. Antony. 2015. Six-sigma for improving top-box customer satisfaction score for a banking call Centre. Production Planning & Control 26 (16):1291–305. doi:10.1080/09537287.2015.1021879.
   Web of Science ®Google Scholar
• Sweeney, J. C., G. N. Soutar, and L. W. Johnson. 1997. Retail service quality and perceived value: a comparison. Of Two Models. Journal of Retailing and Consumer Services 4 (1):39–48. doi:10.1016/s0969-6989(96)00017-3.
   Google Scholar
• Thaichon, P., A. Lobo, C. Prentice, and T. N. Quach. 2014. The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns. Journal of Retailing and Consumer Services 21 (6):1047–58. doi:10.1016/j.jretconser.2014.06.006.
   Google Scholar
• Yang, A. S. 2009. Exploring adoption difficulties in mobile banking services. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration 26 (2):136–49. doi:10.1002/cjas.102.
   Web of Science ®Google Scholar
• Yiu, C. S., K. Grant, and D. Edgar. 2007. Factors affecting the adoption of internet banking in Hong Kong—implications for the banking sector. International Journal of Information Management 27 (5):336–51. doi:10.1016/j.ijinfomgt.2007.03.002.
   Web of Science ®Google Scholar
• Yu, P. L., M. S. Balaji, and K. W. Khong. 2015. Building trust in internet banking: a trustworthiness perspective. Industrial Management & Data Systems 115 (2):235–52. doi:10.1108/imds-09-2014-0262.
   Web of Science ®Google Scholar
• Zavareh, F. B., M. S. Md. Ariff, A. Jusoh, N. Zakuan, A. Z. Bahari, and M. Ashourian. 2012. E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-social and Behavioral Sciences 40:441–45.
   Google Scholar