The Effect of Customers Perception on Security and Privacy of Internet Banking on Its Usage in Commercial Banks in Kenya
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Date
2015
Authors
Waithaka, Stephen Titus
Muthengi, Kilembwa
Nzeveka, Joseph
Journal Title
Journal ISSN
Volume Title
Publisher
Paper Publications
Abstract
Internet banking allows banks to provide information and offer services to their customers conveniently
using the internet technology. However, studies have shown that customers have perceptions that impact on the
uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer
perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research
design while a stratified random sampling technique was used to select subjects to represent the target population
which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384
respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were
received and analysed. Based on the findings of the research it was concluded that customers have perception that
have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the
security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on
online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It
is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access
internet banking from both a private and public network. They should provide customers with guidelines on how
to safe guard their information and secure their log on credential while using both private and public network
Description
Article
Keywords
Internet banking, commercial bank, Technology Acceptance Model, customer perceptions
Citation
Waithaka, S. T., & Nzeveka, K. M. J. The Effect of Customers’ Perception of Security and Privacy of Internet Banking on its usage in Commercial Banks in Kenya. International Journal of Recent Research in Mathematics, Computer Science Information Technology, 2(1).