Customers' perspective of e-banking and security measures involved to limit the issue of trust

Abstract

This thesis aims to present a general view of how bank customers in Malta are presently valuing electronic banking, and how security is impacting this value and their trust in the service. Customers have changed their perception of electronic banking over time, and could now be on the verge of pushing their limits when it comes to such facilities, due to precautions which they might not be entirely aware of, or else which they deem unnecessary. The majority of banking customers today make use of at least one service facility which does not involve a human element such as; internet banking, phone banking SMS banking, or even the simple use of ATMs. A main focus is on how educated customers are, and the amount of knowledge they hold as regards to safety and fraudulent situations in electronic banking, and how this awareness is affecting their relationship with their respective banks.