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An Empirical Study to Assess the Perceived Security & Privacy Concern and Perceived Security and Privacy Satisfaction Regarding the Use of Internet Banking Among Bank Customers

International Journal on Customer Relations

Volume 2 Issue 2

Published: 2014
Author(s) Name: Tejinderpal Singh | Author(s) Affiliation: Assistant Professor, University Business School, Panjab University Chandigarh, Punjab, India.
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Abstract

The present study assesses the Perceived Security & Privacy Concern and Perceived Security & Privacy Satisfaction regarding the use of Internet Banking among bank customers. For study purpose, a sample of 143 Internet banking users, divided equally among selected banks was taken from Tri-city (Chandigarh, Mohali and Panchkula) by using judgmental sampling technique. Primary data from respondents were collected with the help of two self constructed scales i.e. PSPC-Internet Ban and PSPS-Internet Ban study found that respondents security and privacy concern regarding the use of internet banking was high. It was further found that their perceived level of security & privacy satisfaction regarding the use of Internet banking was also high. Bank-wise, there was significant difference in the level of bank customers Perceived Security & Privacy concern regarding use of Internet banking across selected banks. Lastly study suggests the ways to banks to reduce the concern for security and privacy issues while using internet banking and to build long term relationship with customers.

Keywords: Internet Banking, E-Banking, Perceived Security & Privacy Concern, Perceived Security & Privacy Satisfaction

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