Barriers to the Implementation and Use of Internet Banking in the Keshavarzi Bank

Journal of System Management

دوره 7، شماره 4، اسفند 2021، صفحه 49-67   

نوع مقاله: Research Paper

شناسه دیجیتال (DOI): 10.30495/jsm.2021.1942650.1539

نویسندگان

Morteza Gholamian¹؛ Hossein Hakimpour^{* 2}؛ Azar Kafashpour³؛ Mehdi Mahmoudzadeh⁴

¹Department of Management, Faculty of Management, Birjand Branch, Islamic Azad University, Birjand, Iran

²Department of Management, Faculty of Management, Birjand Branch, Islamic Azad University, Birjand, Iran

³Department of Business Management, Faculty of Economics, Ferdowsi University of Mashhad, Mashhad, Iran

⁴Department of Business Management, Birjand Branch, Islamic Azad University, Birjand, Iran

چکیده

The aim of this study was to identify barriers to the implementation and use of Internet banking in Keshavarzi Bank. Due to the fact that qualitative data was first collected through study and interviews with experts, at different stages, different tools were used to collect the required data. In the first stage, data was collected through interviews with experts and systematic review. In the second stage, a questionnaire related to the content analysis method was evaluated. The statistical population of the study was 20 experts with master's and doctoral degrees and high work experience in banking management who were selected based on purposive sampling. The results show that, after reviewing the background and interviewing with 20 experts, 20 open source codes were identified by using theme analysis. The results of qualitative content analysis showed that 20 open source codes were important enough. Convergent validity was performed and the fit of the model was confirmed. However, it was found that the most important priorities were the inequality of the Internet banking system in the country's banking network, unpreparedness of the national information network, technological infrastructure problems used in websites, negative customer experience and their low trust, and fake and misleading sites. Banks should regularly update and retain their customers' communication gateway systems such as mailbox and digital and online space, to make customers more willing to receive Internet banking services in the future.

کلیدواژه‌ها

Implementation Barriers؛ Users Usage؛ Internet Banking؛ Keshavarzi Bank

مراجع

Ehsani, L. (2020). Investigation of effective factors in customer attraction in the branches of Melli Bank of Shahroud, the first international conference of new challenges and solutions in industrial engineering and management and accounting, Sari.

Bahreinizadeh, M. Esmailpour, M. Kaboutari, J. ( 2017). Evaluation and ranking of electronic service quality components affecting customer satisfaction and intention to use.

Daneshfar, M. (2020). evaluating the quality of Internet banking services using hierarchical analysis method, Third national conference on science and technology of the third millennium of Iranian economy, management and accounting, Tehran.

Rezvani, H. Nikmohammadi, A. Alirezaei, L. Farahmand Nasab, R. (2020) investigating the relationship between electronic banking services and customer satisfaction during the outbreak of coronavirus, Case Study: Ansar Bank; West Tehran branches, 7th international conference on research in management, economics and development.

Roy Del, J. (2019). Legal pathology of private Banks from the perspective of Bank guarantee contracts, international conference on social studies, law and public culture, Tehran.

Souri, F. (2020). The effect of electronic services quality and customer satisfaction and trust on Online shopping, International Conference on Quantitative Models and Technologies in Management, Qazvin.

Farjami Yadaki, A. Ghayour, M. Khaleghi, H. ( 2020). The effect of the quality of Internet services of Saderat Bank on trust and analysis of results in creating customer loyalty, the second scientific conference on psychology, counseling, educational and social sciences and humanities.

Kafil, Sh. (2020). Factors Affecting the Acceptance of Internet Banking Services Technology by Customers Using the Combined Model of Osman, Ambi and Josseh, (Case Study: Ayandeh Bank of Tehran Province), Fourth national conference on applied research in economics, management and accounting, Jiroft.

Marousi, A. Mousavi, M.  (2017). A Review of the Bank Customers' Acceptance and Use Model of Telephone Banking, Internet Banking and Mobile Banking, Fourth National Conference on Information Technology, Computer and Telecommunication, Mashhad.

Membini, R. Fath Elahi, M. (2020). The effect of quality components of Internet banking services on customer behavior, the first international conference on new challenges and solutions in industrial engineering and management and accounting, Sari.

Norouzifar, J. Karimi, M. Azizi, A. Moradian, M. (2019). Factors affecting customer satisfaction with electronic services and intention to reuse, fourth national conference on economics, management and accounting, Ahvaz ,,, https://civilica.com/doc/1019816.

Yakani, A. (2020). Investigation of the effect of communication technology on customer satisfaction and frequent purchase intention, (Case Study: Customers of Mellat Bank, Tehran), 6th international conference on management and accounting, Tehran, Iran.

Abdallah Alalwan, YogeshK.Dwivedi, Nripendra P.RanaRaedAlgharabat (2018), Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk, Journal of Retailing and Consumer Services, Volume 40, January 2018, Pages 125-138

Arif, I., Aslam, W., and Hwang, Y., (2020), Barriers in Adoption of Internet Banking: A Structural Equation Modeling - Neural Network Approach, Technology in Society, 61, https://doi.org/10.1016/j.techsoc.2020.101231

Devers, C.E., McNamara, G., Wiseman, R.M., & Aarfelt, M. (2018).Movingcloser to the action: Examining compensation design effects on firm risk. Organization Science, 19: 548 – 566.

Foroudi, P., Jin, Z., Gupta, S., Melewar, T. C., & Foroudi, M. M. (2018). Influence ofinnovation capability and customer experience on reputation and loyalty. Journal ofBusiness Research, 69 (11), 4882-4889.

Muslim, A., Harun, A., Ismael, D., & Othman, B. (2020). Social media experience, attitude and behavioral intention towards umrah package among generation X and Y. Management Science Letters, 10(1), 1-12.