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  • 1.
    Mirza, A.P.
    et al.
    Department of Industrial Engineering, Tarbiat Modares University, Tehran.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Beheshti, M.t. Hamidi
    Department of Electrial and Computer Engineering, Tarbiat Modares University, Tehran.
    Mirza, O.P.
    Faculty of Management, Multimedia university, Kuala Lumpur.
    Internet banking service adoption: private bank versus governmental bank2009In: Journal of Applied Sciences, ISSN 1812-5654, E-ISSN 1812-5662, Vol. 9, no 24, p. 4206-4214Article in journal (Refereed)
    Abstract [en]

    The goal of this study is to develop and enhance an understanding of Iranian customers' adoption of Internet banking services. Enhancement of Internet banking service adoption is an important strategy in today's increasingly competitive banking industry. Bank management must identify and improve upon factors that can limit customer adoption. Through a questionnaire, demographic, attitudinal and behavioral characteristics of Internet banking service customers of Saman and Mellat banks from private and governmental sectors are captured. The results illustrate that expectations about service quality are high. The majority of the customers are very willing to use Internet banking services. The security concerns and lack of adequate technological knowledge stand out as being two main obstacles to the adoption of Internet banking. There was also evidence that customers' age groups and level of education more contributed to explain the respondent's propensity to use Internet banking services. Saman bank was perceived as having a significantly better service portfolio, specifically in regard to making customers aware of its services and offering its attractive incentives in comparison to Mellat bank. The service quality dimensions were found to better meet the overall expectation of customers who patronized Saman bank. Since the majority of the Iranian banks are under the governmental authority; thus, privatization could be useful in enrichment of the Iranian banks' performance.

  • 2. Mirza, Arezou Pour
    et al.
    Beheshti, Mohammad Taghi Hamidi
    Tarbiat Modares University.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Mirza, Omid Pour
    Multimedia University (MMU).
    Adoption of internet banking by Iranian consumers: an empirical investigation2009In: Journal of Applied Sciences, ISSN 1812-5654, E-ISSN 1812-5662, Vol. 9, no 14, p. 2567-2575Article in journal (Refereed)
    Abstract [en]

    This study was conducted to develop an understanding of Iranian customer's attitude and adoption of Internet banking services. Through using data from a questionnaire survey; demographic, attitudinal and behavioral characteristics of Internet banking users and non-users of Mellat bank customers from governmental sector are examined. The results revealed significant differences between demographic profiles and attitudes of users and non-users groups. The majority of the customers are very comfortable and willing to use Internet banking services. Branch counter was the most frequently adopted channel. The security concerns, lack of technological knowledge and awareness stand out as being obstacles to the adoption of Internet Banking (IB) services. The present study provides a set of factors that are perceived to have impact on IB adoption, baseline data for further research and an updated account of the Internet banking behaviors of Iranian customers.

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