Page
50
TOWARDS A CUSTOMER TRUST ELECTRONIC BANKING MODEL
Aimufua, G.I.O and Dzidonu, C.
Accra Institute of Technology, Accra, Ghana
ABSTRACT
Understanding why people accept or reject new information technology (IT) has
proven to b
e one of the most challenging issues. Most developing nations are introducing
policies that would improve the payment systems, to migrate into a cash
-
lite environment.
Internet technology offers a wide range of services including electronic mails,
social
networking, file transfers and electronic commerce (e
-
commerce) services. With the
preponderance of businesses through the use of Internet and the concomitant growth in
on
-
line commerce, new threats to individual/corporate assets h
ave emerged as a result
of vulnerabilities in computer security. Security in information technology has come a long
way, but threats have moved a lot faster. The protection of card issuers’ financial interests by
countering increases in the number
of fraudulent payments made with falsified cards (Identity
theft). Hackers and cyber criminals gain access into the payment companies’ databanks and
create or alter records for their advantages. Cloned/stolen cards are then used to heist millions
of funds
from ATM that later becomes loss to the payment companies or customers. The fear
of loss had caused the customers to be reluctant to the use of electronic banking even when
the services are available. Several factors have been adduced to have
contributed to the
reject or accept of electronic banking in both developed and developing nations. However,
the impacts of cultural factor in building trust on the acceptance have received little attention
most especially in developing nations. In this
paper, we propose an electronic banking model
that explores the concept of customer trust within the framework of specific cultural
considerations. The outcome of this study will create a platform for researchers to investigate
the trust factor of custome
rs on the e
-
banking adoption and sustainability within a given
cultural settings.. Keywords: Security, E
-
payment, Trust, Culture, E
-
banking