Article Preview
TopIntroduction
A new market for internet-based services, such as internet banking, offered to the global internet users exceeded 4 billion people around the world using the internet (GDR, 2018). Internet banking refers to the use of bank’s web site through which customers access their banking accounts, conduct financial transactions, and obtain general information on bank products and services (Yu, Balaji, & Khong, 2015). Since the new millennium traditional banking practice has modernized to internet banking growth in several countries (Kassim & Ramayah, 2015) and the emergence of Internet banking has transformed the banking systems across the globe (Damghanian, Zarei & Kojuri, 2016). The internet assists the banking industry with an electronic and remote distribution channel (Yang, Hney, Ming, & Yong, 2008). A number of studies have found the importance of internet has been ever-growing in the banking sector because it carried out benefits to both the entities and their customers (Ege Oruç & Tatar, 2017; Hernández-Ortega, Jiménez-Martínez, & Hoyos, 2007; Kassim & Ramayah, 2015; Kim, Tao, Shin, & Kim, 2010; Serener, 2016; Susanto, Chang, & Ha, 2016; Yang et al., 2008). According to Srivastava (2007), internet banking was introduced in the early 1990s which makes it possible to replace the manual service functions provided by bank employees, along with the brick and mortar investment required of financial institutions (Dandapani, Karels, & Lawrence, 2008). The internet banking is a friendly process that consistently enables customers to perform their transactions in a few clicks while sitting in their homes, and thus it saves them a lot of valuable time as well as the hassle of visiting different branches (Khan, Hameed, & Hamayun, 2019). The technology of internet banking is widely considered as a key driver and a motivating force for the people to participate in the ever-changing technological world where technology brings comfort to the lives of human beings on a massive scale. Moreover, advances in electronic service technology have created great opportunities as well as threats to organizations in various business and services sectors (Al-Ghaith, Sanzogni, & Sandhu, 2010).