Internet Banking Security Concerns: An Exploratory Study of Customer Behaviours based on Health Belief Model
Bright Kwame Ameme1, Ezer Osei Yeboah-Boateng2
1Bright Kwame Ameme, Department of Information Technology, Ghana Technology University College, Accra, Ghana.
2Ezer Osei Yeboah-Boateng, Ph.D, Faculty of Informatics, Ghana Technology University College, Accra, Ghana.
Manuscript received on February 04, 2016. | Revised Manuscript received on February 10, 2016. | Manuscript published on February 25, 2016. | PP: 1-8 | Volume-4 Issue-3, February 2016. | Retrieval Number: C1058024316
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© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Internet banking is becoming increasingly important to banks in providing convenient banking services to customers. To attract and retain their customers, banks ensure security measures are put in place to protect the customers from various cyber attacks. Despite these security measures, customers are constantly being exposed to fraud and security issues. This paper therefore seeks to understand the reasons behind these security breaches and to develop a model to predict the behaviours of internet banking customers. Drawing on Health Belief Model, this paper employed chi-square and logistic regression analysis to specifically investigate internet banking security issues from human behavioural perspective. The study empirically revealed that there is a direct relationship between internet banking security breaches and customer behaviours. A predictive model was however developed to predict these human behaviours on internet banking platforms. The study concluded that internet banking security breaches are mainly due to human behaviours such as unlocking computers when not in use, installation of softwares from sources that are not trusted and supported, poor password management, and other related behaviours that could be prevented by customers. It was also concluded that there is no relationship between customers’ age group and internet banking security breaches. It is therefore by chance that the younger respondents experience internet banking security issues more than the elderly. This chance could be attributed to the fact that the younger ones do not have valuable cash deposits to protect and hence not cautious in their behaviours on internet banking platforms. The findings of this study have important policy implications for banks, thereby helping to understanding the behaviour of customers on internet banking platforms. It is therefore recommended for banks to educate and organise regular and continuous security awareness programmes for their customers.
Keywords: Internet Banking, Behaviours, Security.