Customer attitudes towards internet banking and social media on internet banking in the UK

Yen Yao Wang, Mohana Shanmugam, Nick Hajli, Hatem Bugshan

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Citation (Scopus)

Abstract

Internet banking, a cost saving and productive service delivery channel, has become a new focus of banks along with developments in information and communication technology (ICT). The advancements of ICT may help improve customer satisfaction and influence customer attitudes towards Internet banking, especially on the issue of security. This chapter investigates the attitudes of customers in the UK towards Internet banking by conducting 25 in-depth interviews with various documents to supplement our analysis. Results indicate that security is the most important factor affecting Internet banking adoption in the UK. Furthermore, motivated by the growing importance of social media, this chapter also discusses the role of social media on Internet banking and provides some suggestions on how banks can leverage social media to enhance the adoption rate of Internet banking. The detailed results along with discussions, implications, and limitation are discussed at the end of this chapter.

Original languageEnglish
Title of host publicationHandbook of Research on Integrating Social Media into Strategic Marketing
PublisherIGI Global
Pages287-301
Number of pages15
ISBN (Electronic)9781466683549
ISBN (Print)1466683538, 9781466683532
DOIs
Publication statusPublished - 30 Apr 2015

Fingerprint

Social media
Customer attitude
Internet banking
Information and communication technology
Leverage
Service delivery
Cost savings
Factors
Customer satisfaction
In-depth interviews

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

Cite this

Wang, Y. Y., Shanmugam, M., Hajli, N., & Bugshan, H. (2015). Customer attitudes towards internet banking and social media on internet banking in the UK. In Handbook of Research on Integrating Social Media into Strategic Marketing (pp. 287-301). IGI Global. https://doi.org/10.4018/978-1-4666-8353-2.ch017
Wang, Yen Yao ; Shanmugam, Mohana ; Hajli, Nick ; Bugshan, Hatem. / Customer attitudes towards internet banking and social media on internet banking in the UK. Handbook of Research on Integrating Social Media into Strategic Marketing. IGI Global, 2015. pp. 287-301
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Wang, YY, Shanmugam, M, Hajli, N & Bugshan, H 2015, Customer attitudes towards internet banking and social media on internet banking in the UK. in Handbook of Research on Integrating Social Media into Strategic Marketing. IGI Global, pp. 287-301. https://doi.org/10.4018/978-1-4666-8353-2.ch017

Customer attitudes towards internet banking and social media on internet banking in the UK. / Wang, Yen Yao; Shanmugam, Mohana; Hajli, Nick; Bugshan, Hatem.

Handbook of Research on Integrating Social Media into Strategic Marketing. IGI Global, 2015. p. 287-301.

Research output: Chapter in Book/Report/Conference proceedingChapter

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Wang YY, Shanmugam M, Hajli N, Bugshan H. Customer attitudes towards internet banking and social media on internet banking in the UK. In Handbook of Research on Integrating Social Media into Strategic Marketing. IGI Global. 2015. p. 287-301 https://doi.org/10.4018/978-1-4666-8353-2.ch017