Analysis of Online Banking Users Behaviour
Purpose:
The purpose of the paper is to analyse behavioural patterns of users and the security risks that occur when using online banking. The paper presents basic and applied theoretical frameworks and models for explaining the behaviour of online banking users. Based on the results of the empirical research, proposals for improving the awareness programs for users regarding security of online banking were developed.
Design/Methods/Approach:
Based on frameworks of behavioural theories and guidelines for the safe use of online banking, a survey was conducted among users in Slovenia (n = 210). Data were collected through online survey. We analysed how users take care of their safety and security when using online banking services, how they protect their electronic devices, passwords, digital certificates and what other self-protection measures they use.
Findings:
The results show that respondents are well aware of the dangers associated with online banking, but nonetheless they still engage in risk-taking and fail to protect their key data properly. We also observe low level of self-initiative and commitment for the use of additional security measures. Therefore, user engagement is a key challenge that needs to be addressed in order to raise the level of online banking security.
Research Limitations:
The limitations of the research derive from a small sample and the limited focus of the survey. The research is focused on studying the behaviour of online banking users and measures related to such services. Other aspects of information security and users behaviour when using the internet and online services are not analysed in the paper.
Practical Implications:
The paper and research findings are useful for both online banking providers and their users, as well as for those who are in any way interested in the topic or involved in the process of reinforcing the safe use of information technology.
Originality/Value:
The study analyses the behaviour of online banking users through various behavioural theories and models, which formed the basis for the questionnaire used in the survey. The method presented in the paper can serve as a basis for future exploration of user behaviour both in the area of online banking and in other online services.
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Keywords: bank, online banking, security, safety, users’ behaviour, self-protection