Between 20 and 90 charactersBetween 20 and 90 charactersBetween 20 and 90 characters, Cheat Sheet of Business Informatics

Download Between 20 and 90 charactersBetween 20 and 90 charactersBetween 20 and 90 characters and more Cheat Sheet Business Informatics in PDF only on Docsity! International Journal of Bank Marketing Barriers to Internet banking adoption: a qualitative study among corporate customers in Thailand Siriluck Rotchanakitumnuai, Mark Speece, Article information: To cite this document: Siriluck Rotchanakitumnuai, Mark Speece, (2003) "Barriers to Internet banking adoption: a qualitative study among corporate customers in Thailand", International Journal of Bank Marketing, Vol. 21 Issue: 6/7, pp.312-323, https:// doi.org/10.1108/02652320310498465 Permanent link to this document: https://doi.org/10.1108/02652320310498465 Downloaded on: 04 October 2017, At: 16:32 (PT) References: this document contains references to 60 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 12116 times since 2006* Users who downloaded this article also downloaded: (2006),"Why consumers are not using internet banking: a qualitative study", Journal of Services Marketing, Vol. 20 Iss 3 pp. 160-168 <a href="https://doi.org/10.1108/08876040610665616">https://doi.org/10.1108/08876040610665616</a> (2003),"A model of trust in online relationship banking", International Journal of Bank Marketing, Vol. 21 Iss 1 pp. 5-15 <a href="https://doi.org/10.1108/02652320310457767">https://doi.org/10.1108/02652320310457767</a> Access to this document was granted through an Emerald subscription provided by emerald-srm:401304 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. *Related content and download information correct at time of download. D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 3Ł2 ] Introdustion The Emerald Research Register for this journal is available atThe current issue and full text archive of this journal is available at Barriers to Internet banking adoption: a qualitatire study among sorporate sustomers in Thailand Siriluck Rotckanakitumnuai Department of Management Information Systems, Faculty of Commerce and Accountancy, Thammasat University, Bangkok, Thailand Mark Speece School of Management, Asian Institute of Technology and Graduate School, Bangkok University, Bangkok, Thailand Keywords Internet, Banking, Electronic commerce, Thailand, Consumer organizations Abstrast Many Thai banks are currently implementing Internet banking. Banks that offer service via this channel claim that it reduces costs and makes them more competitive. However, many corporate customers are not highly enthusiastic about Internet banking. An understanding of why corporate customers do not accept Internet banking can assist banks to implement this self-service technology more efficiently. In- depth qualitative interviews with Thai firms suggest that security of the Internet is a major factor inhibiting wider adoption. Those already using Internet banking seem to have more confidence that the system is reliable, whereas non-users are much more service conscious, and do not trust financial transactions made via Internet channels. Non- Internet banking users tend to have more negative management attitudes toward adoption and are more likely to claim lack of resources. Legal support is also a major barrier to Internet banking adoption for corporate customers. International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 MCB UP Limited [ISSN 0265-2323] [DOI 10.1108/02652320310498465] In recent years, the banking sector has been an interesting case for service innovation as it moves toward using the Web for commercial purposes through Internet banking. Internet banking allows customers to have direct access to their financial information and to undertake financial transactions with no need to go to the bank. ACNielsen (2002) found that Internet banking is expanding in many Asian countries, including South Korea, Hong Kong, Singapore, China, and Taiwan. Thai banks have followed worldwide trends in implementing self-service technology via the Internet, although as a still developing country, Thailand is slightly behind the more developed Asian countries. From the banks’ viewpoint, use of Internet banking is expected to lead to cost reductions and improved competitiveness. This service delivery channel is seen as powerful because it can retain current Web- based customers who continue using banking services from any location. Moreover, Internet banking provides opportunities for the bank to develop its market by attracting a new customer base from existing Internet users (Suganthi et al., 2001; Dannenberg and Kellner, 1998; Zineldin, 1995). This is, however, merely theory so far. Things have not moved as quickly as some anticipated in turning this into reality in the banking sector. Some research shows that most consumer banking customers rank Internet banking as less important than other technology-based delivery channels, such as ATMs and telebanking (Aladwani, 2001; Suganthi et al., 2001). Similarly, Thai bank customers still hesitate to adopt Internet banking (Larpsiri et al., 2002; Ongkasuwan and Tantichattanon, 2002; Rotchanakitumnuai et al., 2003). Among corporate customers, the situation seems to be similar, though somewhat less researched. Corporate customer interactions are considered to have become more intensive and complex because they involve relationships between firms and banks (Athanassopoulos and Labroukos, 1999). Bank corporate clients require complex banking needs, but they also provide the greatest profit opportunities to the bank (Tyler and Stanley, 1999; Zineldin, 1995). These important big volume customers have not adopted Internet banking to any great extent. The potential value to be gained by customer adoption of Web-based service delivery seems to depend on overcoming some important barriers to usage. Relatively little research has addressed the issue of barriers to Internet banking adoption. Prior studies frequently focus on positive aspects of Internet banking, e.g. benefits (Polatoglu and Ekin, 2001; Suganthi et al., 2001), trust (Suh and Han, 2002), innovations (Gerrard and Cunningham, 2003). In addition, Internet banking research has tended to focus on the perspective of personal account customers (Gerrard and Cunningham, 2003; Ongkasuwan and Tantichattanon, 2002; Polatoglu and Ekin, 2001; Suganthi et al., 2001). There is little published work on perceptions of corporate customers about barriers to Internet banking, particularly in the context of developing countries in the dynamic Asian region. Information technology (IT) resources in much of Asia are somewhat less well developed than in the West, and the role of personal relationships is somewhat stronger. This research, therefore, aims to identify how corporate customers perceive barriers to usage of the Internet banking provided by Thai banks. D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 3Ł5 ] Legal support issues Siriluck Rotchanakitumnuai and Mark Speece Barriers to Internet banking aboption: a qualitative stuby among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 partner, and proposed that trust has to be viewed as a behavioral intention or behavior that reflects dependence on the other partner. In addition, Morgan and Hunt (1994, p. 23) defined trust as: .. . the perception of confidence in the exchange partner’s reliability and integrity. Both definitions underline the importance of confidence and reliability in the conception of trust. Customers frequently do not trust Internet technology for three reasons: security of the system, distrust of service providers, and worries about the reliability of Internet services (Lee and Turban, 2001; Min and Galle, 1999; Paul, 1996; Ratnasingham, 1998). Strong concern about security is one common factor related to unwillingness to use Internet channels for commerce (Black et al., 2001; Greaves et al., 1999; Jones et al., 2000; Madu and Madu, 2002). Security breaches can lead to numerous problems such as destruction of operating systems, or disruption of information access (Min and Galle, 1999). Most customers are not satisfied with the infrastructure of Web security systems (Black et al., 2001; Gattiker et al., 2000). In Internet banking, security is one of the most important future challenges, because customers fear higher risk in using the Web for financial transactions (Aladwani, 2001; Black et al., 2001; Gerrard and Cunningham, 2003; Sathye, 1999). Reputation is important, as distrust of the service provider is a related factor (Jarvenpaa et al., 1999). Reputation can be defined as the extent to which customers believe a supplier or service provider is honest and concerned about its customers (Doney and Cannon, 1997). Companies must have experience in business functions, policy, and support personnel to build reputations as competent technology-based service providers to their customers. For banks, reputation is one of the major factors that affect customer adoption of new technology-based service delivery (Aladwani, 2001; Mols, 1998). Reputation depends on policy promises to customers, including privacy policy, as most customers do not like their personal information revealed in an inappropriate manner or misused by others over the Internet (Turban et al., 2002). Customers who adopt electronic financial services are more likely to perceive problems related to loss of privacy, as the Internet seemingly allows other people to access their information easily (Gattiker et al., 2000; Jones et al., 2000). Customers do not always believe privacy policies will keep customer information confident (Gerrard and Cunningham, 2003). Perceived risk can also cause customers to reject new technology-based service delivery. Perceived risk is related to reliability and system failure (Mols, 1998; Walker et al., 2002). Customers are also worried that technology-based service delivery systems will not work as expected, and lack confidence that problems can be solved quickly (Walker et al., 2002). Westland (2002) found that transaction risk occurs when online markets fail to assure that service will be delivered with adequate quality. Frequently, slow response time after the Internet interaction leads to a delay of service delivery and causes customers to be unsure that the transaction was completed (Jun and Cai, 2001). Many customers are concerned about legal support for commercial usage of the Internet. Zugelder et al. (2000) mentioned that customer protection is the major legal issue associated with Internet marketing. Among other things, customer protection issues can cover unfair and deceptive trade practices by suppliers, unauthorized access and usage by others, such as hackers, or system failures. Customer protection is important for building online customer confidence because there is no face-to-face contact, and there is a great possibility (at least in customer perceptions) for having problems or making mistakes via the Web. With a lack of specific laws governing Internet banking, bank customers hesitate to use it (Larpsiri et al., 2002). For instance, in traditional payment, corporate customers prefer to issue a check or a transfer of money, which requires authorized persons to approve before the amount is paid. Payment by Internet banking is made just by one click, which might create financial loss. Financial loss could derive from malfunctions of the system, operational errors, or unauthorized use. Problems may also rise from intermediation by non-bank institutes, such as hardware vendors or Internet service provider. In addition, Thomas et al. (1998) mentioned liability as a key legal issue. Responsibility must be determined when financial losses occur in Internet transactions, and losses must be borne by the bank, the customer, or even other related parties in the Internet banking system, such as the Internet service provider. In practice, banks normally issue Internet banking contracts or agreements D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 3Ł6 ] Researsh methodology Findings: trust is a ma¡or barrier Siriluck Rotchanakitumnuai and Mark Speece Barriers to Internet banking aboption: a qualitative stuby among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 with limitations of their liability, noting that the bank is not responsible for any loss caused by the Internet banking service or customer use of the service (Attaran, 2000). Not surprisingly, customers might not be very enthusiastic about this sort of clause. Giannakoudi (1999) suggested that customer protection laws have to determine a ceiling on customer liability or render terms widely regarded as unfair to be unenforceable. Another problem of legal support for using the Internet in commercial transactions is the jurisdiction of the courts and dispute resolution procedures. Disputes can arise from many issues. For instance, the Web site is not a branch of the bank, which makes it a complicated task for courts to define the location of the bank and decide whether they have jurisdiction. In addition, online transaction records are not accepted by some customers owing to the difficulties in providing authentication of electronic transmissions. Many businesses are still wary of making extensive transactions over the Web because of the lack of supporting law about electronic documents as legal evidence (Farhoomand et al., 2000). Frequently it is unclear whether electronic documents and records are acceptable as sufficient evidence of transactions (Giannakoudi, 1999; Larpsiri et al., 2002). Although research on barriers to electronic commerce adoption is not very extensive compared to discussion of the benefits, most of the concepts in this study have been occasionally examined before, but mostly in Western context. Only a little work covers Asia, usually Singapore or Hong Kong, which are very developed economies and not representative of all Asian countries. Thus, to gain deeper understanding of the issues in the Thai context, this research conducted a qualitative study to explore the perceptions of Internet banking among corporate customers. Using a qualitative approach provides richer detail for exploring viewpoints in early stages of research, allowing the researcher to gain a better initial understanding of the problem and to identify phenomena, attitudes and influences (e.g. Healy and Perry, 2000; Maxwell, 1996). The respondents were managers in the customer firms who have responsibility for financial functions of their companies. They include financial/accounting officers and managers/directors. Two groups of respondents were targeted, the first of which consists of seven corporate customers who currently operate many of their financial transactions via Internet banking. The second group consists of eight non-Internet banking customers. They were all selected by judgment sampling to cover a range of industries, e.g. finance, leasing, insurance, airline, manufacturing, and dot-com companies (Table I). Judgment of the researcher was based on consensus among several bank officers that the respondents in either group could be considered ‘‘typical’’ banking customers, representative of their industries, and capable of using Internet banking if they chose to. Given the strong traditions of ‘‘business secrecy’’ in Asia, an additional criteria was that we chose companies where we had sufficient connections to gain access. The qualitative research consisted of face-to-face in-depth interviews with corporate customers of banks that offer Internet banking. The interviews were conducted in a semi-structured format that allows respondents to express their own viewpoints (Flick, 2002). A set of interview topics guided the interviews, with a list of probing questions to draw out respondent opinions. Topics were discussed as respondents brought them up, occasionally supplemented by new issues that arose in the interviews. The interview included customer perceptions of both benefits and barriers, although this paper is only about barriers. There was no bias from forcing respondents to focus only on positive or negative issues. They could, and did, bring up both. All in-depth interviews were conducted in Thai language. ( uotes in the discussion Ⓐ were translated into English by the first author.) Extensive notes were taken during the interview. We highlighted key issues mentioned from each interview and combined the most common issues mentioned by the interviewees. To identify the major barriers to Internet banking, a qualitative content analysis is used for paraphrasing the range of significant issues. Passages and rewordings with the same or similar interpretations were summarized and categorized according to the barriers schema discussed above, although these categories were internal, not revealed to respondents. Then adopters and non- adopters were contrasted to determine possible differences. The content analysis determined nine critical barriers to Internet banking, which D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 3Ł7 ] Siriluck Rotchanakitumnuai and Mark Speece Table I Respondent profile Barriers to Internet banking aboption: a qualitative stuby Industry No. of respondents Position among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 In¢erne¢ banhing users: (User1-7) Large manufacturing companies 4 Accounting/finance managers Finance and securities 2 Managing director/vice-president of finance Hotel reservation dot-com company Ł Managing director Non-In¢erne¢ banhing users: (Non-user1-8) Insurance 2 Finance managers Leasing 2 Financial controller and officer Hospitality Ł Finance director Airline 3 Accounting/finance managers fall roughly into the three broad categories discussed above. Three barriers relate to trust issues: security, reliability of transactions, and trust in the service provider, including about privacy. Security is one of the major barriers. The interviews among Thai corporate customers indicate that most Internet banking customers have adopted Internet banking as an alternative channel for their customers to make payment to them, but they do not use Internet banking for their own money transfers to other parties. This is because of concerns about security of the communication network. The following statements highlight this issue: Although we use Internet banking, our company is concerned about security of Internet banking at some level. We believe that banks must also be concerned about security and invest intensively in security infrastructure. The reason is that most hackers normally prefer to hack directly through the bank financial systems. If any financial loss occurs to bank customers (because of this), banks have to [be] responsible for that loss (User1). We adopt Internet banking as an additional channel for customers to make any payment to us. For internal financial transaction, such as employee salary, payment to suppliers, we use other service delivery channels, e.g. traditional money transfer or cheque payment (User3). Non-Internet banking customers prefer to receive services directly from the banks, and have not even set up channels for their customers to use. These customers are not necessarily technology averse, e.g. some of them use non-Internet proprietary online banking software (sometimes called video banking in Thailand) which enables banks to transfer funds or pay bills directly to bank customer accounts. However, non-Internet banking customers stay with services which are either less technologically advanced or are more closed systems, because they believe that the Internet is an open technology with easy accessibility, and thus, is not secure. Representative of these views are two quotes from respondents: I have to remember my user name and password. I am afraid that if unauthorized personnel of my company know the password by chance or even deliberately, there will be financial risk to our company (Non-user2). I prefer to use traditional systems, changing to Internet banking is not secure enough for financial functions that need elaborate procedures (Non-user3). The two groups of customers also perceive reliability at different levels. Internet banking customers believe that Internet banking has some level of reliability, even though in absolute terms, it is not considered highly reliable. Non-Internet banking customers are not confident at all about doing financial transactions via the Web, and perceive Internet banking as highly untrustworthy. The following statement illustrated this point: Business transactions normally have a great amount of money and one click may create any fraud to the firm’s financial system. I don’t want to absorb the financial risk and responsibility, our financial processes require originals and many copies of documents for internal control and signatures (Non-user4). Another important issue which Internet banking users brought up is that when problems occur while making transactions via the Internet, the problem cannot be immediately resolved. Internet banking users have to go to the bank to solve such problems, which is time-consuming. One Internet banking user indicated that his company prefers to use Internet banking provided by Thai banks instead of using foreign banks, because Thai banks have more branches that can be reached to have such problems solved. D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 32 0 ] Siriluck Rotchanakitumnuai and Mark Speece Table II Barriers to Thai Internet banking Barriers to Internet banking aboption: a qualitative stuby Barriers Internet banking users Non-Internet banking users among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 Trus¢ of ¢he sys¢em Security Lower level of concern Greater level of concern Reliability of transaction Lower level of concern Greater level of concern Trust of tke bank Lower level of concern, but prefer to use Internet banking provided by Thai banks, who have many branches for access when customers have problems Do not trust the Internet-based service channels Legal suppor¢ Fair liability Lower level of concern Greater level of concern Court capability to solve online cases efficiently Lower level of concern Greater level of concern Privacy protection Equal level of concern Equal level of concern 0rganiza¢ional barriers Management attitude Positive attitudes toward adoption Negative attitudes toward adoption Lack resource Have sufficient IT resources Lack IT resources Lack knowledge Have more technical knowledge Have less technical knowledge corporate customers still prefer face-to-face interaction with the banks. With trust such a strong issue, it is unlikely that this desire for close relationships will disappear. This suggests that banks will mainly develop their Internet banking from their current customer base. It seems unlikely to be an effective way to attract many new customers in the early stages of development. To begin overcoming customer distrust of the system, banks need to visibly demonstrate concern for security, reliability, and liability with concrete solutions to reduce or eliminate costs to customers in case transactions fail or are processed inaccurately. Often, these are not purely technical issues, but rather, are related to process design, or, sometimes, partly to customer psychology and beliefs, which may or may not be consistent with the actual technology and system. All customers, even users, believe that problems will occur, so it is about what customers believe the bank will do when the problems do arise. The Internet channel must be well integrated into other channels so that customers can easily interact with people who are trained to handle problems efficiently, and banks must relationships. This is consistent with the cultural environment, and with the discussion in Howcroft and Durkin (2000), who caution that customer-bank relationships cannot be ignored when implementing Internet banking. Banks frequently view Internet banking as essentially a cost reduction mechanism, both for themselves and for customers, but customers see quite a lot of potential new costs, partly because the new channel is perceived as much more risky. Relationships are a mechanism for reducing risk in more traditional business, and probably must also be part of the Internet banking system if it is to be widely accepted in Thailand. Customers clearly say that the Internet service channel offers potential, but even users feel that it does not deliver much value yet compared to the problems of operating on the Internet. Thus, improving patronage at this stage of development seems to be mainly a matter of lowering barriers not improving benefits, and much of the work on lowering barriers seems to be about learning how to integrate the Internet into interpersonal relationships with customers. adopt strong customer orientations. Aside from the usage barriers, our research indicates that current users feel Internet banking is the good channel for some interactions with the bank. If it is well integrated into the overall business, the Internet can enable banks to provide more customized service, and stronger personalized relationships. Thus, customers do not seem to see the Internet as a channel to replace traditional relationships, but rather as a way to supplement and enhance the ªeferences ACNielsen (2002), ACNielsen Consult Online Banking Research, available at: www.consult.com.au/ Aladwani, A. (2001), ‘‘Online banking: a field study of drivers, development challenges and expectations’’, International Journal of Information Management, Vol. 21 No. 3, pp. 213-25. Athanassopoulos, A.D. and Labroukos, N.S. (1999), ‘‘Corporate customer behaviour D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) Siriluck Rotchanakitumnuai and Mark Speece Barriers to Internet banking aboption: a qualitative stuby among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 towards financial services: empirical results from the emerging market of Greece’’, International Journal of Bank Marketing, Vol. 17 No. 6, pp. 274-85. Attaran, M. (2000), ‘‘Managing legal liability of the Net: a ten step guide for IT managers’’, Information Management & Computer Security, Vol. 8 No. 2, pp. 98-100. Basu, V., Hartono, E., Lederer, A.L. and Sethi, V. (2002), ‘‘The impact of organizational commitment, senior management involvement, and team involvement on strategic information systems planning’’, Information & Management, Vol. 39 No. 6, pp. 513-24. Black, N.F., Lockett, A., Winklhofer, H. and Ennew, C. (2001), ‘‘The adoption of Internet financial services: a qualitative study’’, International Journal of Retail & Distribution Management, Vol. 29 No. 8, pp. 390-8. Chircu, A.M. and Kauffman, R.J. (2000), ‘‘Limits to value in electronic commerce-related IT investments’’, Journal of Management Information Systems, Vol. 17 No. 2, pp. 59- 80. Dabholkar, P.A. (1996), ‘‘Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality’’, International Journal of Research in Marketing, Vol. 13 No. 1, pp. 29-51. Dannenberg, M. and Kellner, D. (1998), ‘‘The bank of tomorrow with today’s technology’’, International Journal of Bank Marketing, Vol. 16 No. 2, pp. 90-7. Doney, P.M. and Cannon, J.P. (1997), ‘‘An examination of the nature of trust in buyer-seller relationship’’, Journal of Marketing, Vol. 61, April, pp. 35-51. Farhoomand, A.F., Tuunainen, V.K. and Yee, L.W. (2000), ‘‘Barriers to global electronic commerce: a cross-country study of Hong-Kong and Finland’’, Journal of Organixational Computing and Hlectronic Commerce, Vol. 10 No. 1, pp. 23-48. Flick, U. (2002), An Introduction to ualitative ResearchⒶ , Sage, London. Gattiker, U.E., Perlusz, S. and Bohmann, K. (2000), ‘‘Using the Internet for B2B activities: a review and future directions for research’’, Internet Research: Hlectronic Netmorking Applications and Policy, Vol. 10 No. 2, pp. 126-40. Gerrard, P. and Cunningham, J.B. (2003), ‘‘The diffusion of Internet banking among Singapore consumers’’, International Journal of Bank Marketing, Vol. 21 No. 1, pp. 16-28. Giannakoudi, S. (1999), ‘‘Internet banking: the digital voyage of banking and money in cyberspace’’, Information & Communications Technology Lam, Vol. 8 No. 3, pp. 205-43. Gilbert, L.A., Kendall, J., Soh, C. and Tung, L.L. (1999), ‘‘Perceived barriers to the widespread commercial use of the Web’’, available at: http://ausweb.scu.edu.au/aw99/papers/ gilbert/paper.html Greaves, C., Kipling, P. and Wilson, T.D. (1999), ‘‘Business use of the World Wide Web with particular reference to UK companies’’, International Journal of Information Management, Vol. 19 No. 6, pp. 449-70. Hall, E.T. (1976), Beyond Culture, Anchor Press/Double Day, Garden City, New York, NY. Healy, M. and Perry, C. (2000), ‘‘Comprehensive criteria to judge validity and reliability of qualitative research within the realism paradigm’’, uⒶ alitative Market Research: An International Journal, Vol. 3 No. 3, pp. 118-26. Hofstede, G. (1997), Cultures and Organixations: Softmare of the Mind, McGraw-Hill, New York, NY. Holmes, H. and Tangtongtavy, S. (1997), Working mith Thais: A Guide to Managing in Thailand, 4th ed., White Lotus, Bangkok. Howcroft, B. and Durkin, M. (2000), ‘‘Reflections on bank-customer interactions in the new millennium’’, Journal of Financial Services Marketing, Vol. 5 No. 1, pp. 9-20. Jarvenpaa, S.L., Tractinsky, N. and Saarinen, L. (1999), ‘‘Consumer trust in an Internet store: a cross-cultural validation’’, Journal of Computer-Mediated Communication, Vol. 5 No. 2, December, available at: www.ascuse.og/jcmc/vol15/issue2/ javenpaa.html Jones, S., Wilikens, M., Morris, P. and Masera, M. (2000), ‘‘Trust requirements in e-business: a conceptual framework for understanding the needs and concerns of different stakeholders’’, Communications of the ACM, Vol. 43 No. 12, pp. 81-7. Jun, M. and Cai, S. (2001), ‘‘The key determinants of Internet banking service quality: a content analysis’’, International Journal of Bank Marketing, Vol. 19 No. 7, pp. 276-91. Komin, S. (1990), Psychology of the Thai people: Values and Behavioral Patterns, National Institute of Development Administration, Bangkok. Larpsiri, R. and Speece, M. (2003), ‘‘Consumer response to sales forces automation in the insurance industry’’, Proceedings of the World Marketing Congress, Academy of Marketing Science, Perth, June. Larpsiri, R., Rotchanakitumnuai, S., Chaisrakeo, S. and Speece, M. (2002), ‘‘The impact of Internet banking on Thai consumer perception’’, paper presented at the Conference on Marketing Communication Strategies in a Changing Global Environment, Hong Kong, May. Lee, M.K.O. and Turban, E. (2001), ‘‘A trust model for consumer Internet shopping’’, International Journal of Hlectronic Commerce, Vol. 6 No. 1, pp. 75-91. [ 32Ł ] D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) [ 32 2 ] Siriluck Rotchanakitumnuai and Mark Speece Barriers to Internet banking aboption: a qualitative stuby among corporate customers in Thailanb International Journal of Bank Marketing 2Ł/6/7 [2003] 3Ł2-323 Madu, C.N. and Madu, A.A. (2002), ‘‘Dimensions of e-quality’’, International Journal of ualityⒶ & Reliability Management, Vol. 19 No. 3, pp. 246-58. Maxwell, J.A. (1996), ualitative ResearchⒶ Design, An Integrative Approach, Sage, Beverly Hills, CA. Min, H. and Galle, W.P. (1999), ‘‘Electronic commerce usage in business-to-business purchasing’’, International Journal of Operations & Production Management, Vol. 19 No. 9, pp. 909-21. Mols, N.P. (1998), ‘‘The Internet and the banks’ strategic distribution channel decisions’’, International Journal of Bank Marketing, Vol. 17 No. 6, pp. 295-300. Moorman, C., Deshpande, R. and Zaltman, G. (1993), ‘‘Factor affecting trust marketing research relationships’’, Journal of Marketing, Vol. 57, January, pp. 81-101. Morgan, R. and Hunt, S. (1994), ‘‘The commitment-trust theory of relationship marketing’’, Journal of Marketing, Vol. 58, July, pp. 20-38. Noh, J. and Fitzsimmons, J.A. (1999), ‘‘Effect of information technology on marketing performance of Korean service firms’’, International Journal of Service Industry Management, Vol. 10No. 3, pp. 307-19. Ongkasuwan, M. and Tantichattanon, W. (2002), ‘‘A comparative study of Internet Banking in Thailand’’, paper presented at the The First National Conference on Electronic Business, Bangkok, 24-25 October. Parasuraman, A. (2000), ‘‘Technology readiness index (TRI): a multiple-item scale to measure readiness to embrace new technologies’’, Journal of Service Research, Vol. 2 No. 4, pp. 307-20. Paul, P. (1996), ‘‘Marketing on the Internet’’, Journal of Consumer Marketing, Vol. 13 No. 4, pp. 27-39. Polatoglu, V.N. and Ekin, S. (2001), ‘‘An empirical investigation of the Turkish consumers’ acceptance of Internet banking services’’, International Journal of Bank Marketing, Vol. 19 No. 4, pp. 156-65. Ratnasingham, P. (1998), ‘‘The importance of trust in electronic commerce’’, Internet Research: Hlectronic Netmorking Applications and Policy, Vol. 8 No. 4, pp. 313-21. Rotchanakitumnuai, S., Chaisrakeo, S., Larpsiri, R. and Speece, M. (2003), ‘‘Retail banking consumer perceptions toward Thai Internet banking’’, paper presented at the Eighth International Conference on Marketing and Development, Bangkok, 4-7 January. Sammapan, N. (1996), ‘‘Japanese multinational management in Thailand: characteristics and transferability’’, Thai Journal of Development Administration, Vol. 36 No. 2, pp. 79-104. Sathye, M. (1999), ‘‘Adoption of Internet banking by Australian consumers: an empirical investigation’’, International Journal of Bank Marketing, Vol. 17 No. 7, pp. 324-34. Simintiras, A. and Thomas, A.H. (1998), ‘‘Cross-cultural sales negotiations: a literature review and research propositions’’, International Marketing Reviem, Vol. 15 No. 1, pp. 10-28. So, S.L.M. and Speece, M. (2000), ‘‘Perceptions of relationship marketing among account managers of commercial banks in a Chinese environment’’, International Journal of Bank Marketing, Vol. 18 No. 7, pp. 315-27. Speece, M. (2000), ‘‘Information technology for sales competitiveness: perception on sales reps in Singapore’’, Proceedings of the 2DDD Asian Forum for Business Hducation Conference: Reform and Accountability, Chiang Rai, Thailand. Srijumpa, R. (2002), ‘‘The impact of technology-based service encounters on customer loyalty’’, unpublished PhD dissertation, School of Management, Asian Institute of Technology. Srijumpa, R., Speece, M. and Paul, H. (2002), ‘‘Satisfaction drivers for Internet service technology among stock brokerage customers in Thailand’’, Journal of Financial Services Marketing, Vol. 6 No. 3, pp. 240-53. Suganthi, R., Balachandher, K.G. and Balachandran, V. (2001), ‘‘Internet banking patronage: an empirical investigation of Malaysia’’, Journal of Internet Banking and Commerce, Vol. 6 No. 1, available at: www.arraydev.com/commerce/JIBC/ 0103_01.htm Suh, B. and Han, I. (2002), ‘‘Effect of trust on customer acceptance of Internet banking’’, Hlectronic Commerce Research and Applications, Vol. 1 No. 3/4, pp. 247-63. Teo, T., Tan, M. and Buk, W.K. (1997-1998), ‘‘A contingency model of Internet adoption in Singapore’’, International Journal of Hlectronic Commerce, Vol. 2 No. 2, pp. 95-118. Thatcher, B. (2001), ‘‘Issues of validity in intercultural professional communication research’’, Journal of Business and Technical Communication, Vol. 15 No. 4, pp. 458-89. Thomas, D.S., Forcht, K.A. and Counts, P. (1998), ‘‘Legal considerations of Internet use- issues to be addressed’’, Internet Research: Hlectronic Netmorking Applications and Policy, Vol. 8 No. 1, pp. 70-4. Turban, E., Lee, J., King, D. and Chung, H.M. (2002), Hlectronic Commerce: A Managerial Perspective, Prentice-Hall, Englewood Cliffs. NJ. D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) with a Smart Phone. Journal of Computer Information SYSTEMS 54:3, 1-9. [Crossref] 24. Carolina Martins, Tiago Oliveira, Aleš Popovič. 2014. Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management 34:1, 1-13. [Crossref] 25. Ali Hussein Saleh Zolait. 2014. The nature and components of perceived behavioural control as an element of theory of planned behaviour. Behaviour & Information Technology 33:1, 65-85. [Crossref] 26. Noor Hafizah Hassan, Zuraini Ismail, Norazean Maarop. A conceptual model for knowledge sharing towards information security culture in healthcare organization 516-520. [Crossref] 27. Graham Kenneth Winley. 2013. Factors Associated with the use of Personal Internet Banking in Thailand. Journal of Electronic Commerce in ORGANIZATIONS 9:2, 15-40. [Crossref] 28. Hyun Shik Yoon, Linsey M. Barker Steege. 2013. Development of a quantitative model of the impact of customers’ personality and perceptions on Internet banking use. COMPUTERS in Human Behavior 29:3, 1133-1141. [Crossref] 29. Sanaz Nikghadam Hojjati, Ali Reza Rabi. 2013. Effects of Iranian online behavior on the acceptance of internet banking. Journal of ASIA BUSINESS STUDIES 7:2, 123-139. [Abstract] [Full Text] [PDF] 30. Muhammad Mohsin Butt, Muhammad Aftab. 2013. Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing 31:1, 6-23. [Abstract] [Full Text] [PDF] 31. Bikram Jit Singh Mann, Sunpreet Kaur Sahni. 2012. Profiling Adopter Categories of Internet Banking in India: An Empirical Study. VISION: The Journal of BUSINESS PERSPECTIVE 16:4, 283-295. [Crossref] 32. Savanid Vatanasakdakul, Chadi Aoun. 2012. Interorganisational Networks of Pressure and Influence. Journal of Information Technology RESEARCH 3:1, 13-27. [Crossref] 33. Ankit Kesharwani, Shailendra Singh Bisht. 2012. The impact of trust and perceived risk on internet banking adoption in India. International Journal of Bank Marketing 30:4, 303-322. [Abstract] [Full Text] [PDF] 34. Noorizan Mohamad Mozie, Raja Munirah Raja Mustapha, Norfazlina Ghazali. Perceived trustworthiness and the behavioral intention to use Internet banking service among bank users in Shah Alam, Selangor 23-27. [Crossref] 35. Raechel Johns. 2012. Relationship Marketing in a Self-Service Context: No Longer Applicable?. Journal of RELATIONSHIP Marketing 11:2, 91-115. [Crossref] 36. Ankit Kesharwani, Trilochan Tripathy. 2012. Dimensionality of Perceived Risk and Its Impact on Internet Banking Adoption: An Empirical Investigation. SERVICES Marketing Quarterly 33:2, 177- 193. [Crossref] 37. Jayaraman Munusamy. 2012. A Study of Users and Non-Users of Internet Banking in Malaysia. International Journal of Innovation, Management and Technology 3:4. . [Crossref] 38. Syed Awais Ahmad Tipu. 2011. Academic publications on innovation management in banks (1998– 2008): A research note. Innovation: Management, Policy & Practice 13:2, 236-260. [Crossref] 39. L Vivekanandan, VSD Jayasena. Link between the expectations of retail banking customer and electronic banking solutions 226-230. [Crossref] 40. Reza Gharoie Ahangar. 2011. An Investigation into the Determinant of Customers’ Preferences and Satisfaction of Internet Banking (Empirical Study of Iranian Banking Industry). Journal of Applied SCIENCES 11:3, 426-437. [Crossref] 41. Aristeidis Chatzipoulidis, Ioannis Mavridis. A Study on User Behavior and Acceptance of Electronic Banking Services . [Crossref] 42. M.J. López Miguens, L. Rodríguez Comesana, E. González Vazquez. 2010. IMPORTANCIA DEL SITIO WEB EN LA BANCA ONLINE: INFLUENCIA SOBRE LA CONFIANZA. INVESTIGACIONES EUROPEAS de Dirección y Economía de la EMPRESA 16:3, 85-106. [Crossref] 43. Nicole Koenig‐Lewis, Adrian Palmer, Alexander Moll. 2010. Predicting young consumers' take up of mobile banking services. International Journal of Bank Marketing 28:5, 410-432. [Abstract] [Full Text] [PDF] 44. Savanid Vatanasakdakul, John D'Ambra, Prem Ramburuth. 2010. IT Doesn't Fit! The Influence of Culture on B2B in Thailand. Journal of Global Information Technology Management 13:3, 10- 38. [Crossref] 45. Vinh Sum Chau, Liqing W.L.C. Ngai. 2010. The youth market for internet banking services: perceptions, attitude and behaviour. Journal of SERVICES Marketing 24:1, 42-60. [Abstract] [Full Text] [PDF] 46. Anita Lifen Zhao, Nicole Koenig‐Lewis, Stuart Hanmer‐Lloyd, Philippa Ward. 2010. Adoption of internet banking services in China: is it all about trust?. International Journal of Bank Marketing 28:1, 7-26. [Abstract] [Full Text] [PDF] 47. Sherah Kurnia, Fei Peng, Yi Ruo Liu. Understanding the Adoption of Electronic Banking in China 1-10. [Crossref] 48. Mohammad T. Hamidi. 2009. Adoption of Internet Banking by Iranian Consumers: An Empirical Investigation. Journal of Applied SCIENCES 9:14, 2567-2575. [Crossref] 49. Arezou Pour Mirza, Asa Wallstrom, Mohammad T. Hamidi Beh, Omid Pour Mirza. 2009. Internet D ow nl oa de d by A us tr al ia n C at ho lic U ni ve rs ity A t 1 6: 32 0 4 O ct ob er 2 01 7 (P T ) Banking Service Adoption: Private Bank Versus Governmental Bank. Journal of Applied SCIENCES 9:24, 4206-4214. [Crossref] 50. Sonja Grabner-Kräuter. 2009. Web 2.0 Social Networks: The Role of Trust. Journal of BUSINESS ETHICS 90:S4, 505-522. [Crossref]