Internet banking

The aim of this study was to identify barriers to the implementation and use of Internet banking in Keshavarzi Bank. Due to the fact that qualitative data was first collected through study and interviews with experts, at different stages, different tools were used to collect the required data. In the first stage, data was collected through interviews with experts and systematic review. In the second stage, a questionnaire related to the content analysis method was evaluated. The statistical population of the study was 20 experts with master's and doctoral degrees and high work experience in banking management who were selected based on purposive sampling. The results show that, after reviewing the background and interviewing with 20 experts, 20 open source codes were identified by using theme analysis. The results of qualitative content analysis showed that 20 open source codes were important enough. Convergent validity was performed and the fit of the model was confirmed. However, it was found that the most important priorities were the inequality of the Internet banking system in the country's banking network, unpreparedness of the national information network, technological infrastructure problems used in websites, negative customer experience and their low trust, and fake and misleading sites. Banks should regularly update and retain their customers' communication gateway systems such as mailbox and digital and online space, to make customers more willing to receive Internet banking services in the future.

Digital banking (DB) is becoming a popular choice for many customers who value convenience and efficiency. However, it is also important to evaluate how well Internet banks perform in terms of customer satisfaction. This study aims to comprehensively identify and evaluate suitable indicators for DB implementation to promote its acceptance among users. Both financial institutions and customers perceive Internet banking services as more convenient compared to conventional branch-based services. We employed two techniques: The Importance-Performance Matrix and the Analytical Hierarchy Process. The Importance-Performance Matrix helped us rank the identified factors according to their importance and urgency for improving the bank’s performance. The analytical hierarchy process helped us compare and weigh the relative importance of various criteria and sub-criteria that affect the bank’s performance. According to our findings, the bank’s performance was influenced by five factors: ease of use, privacy, speed, human resources, and technology. We also discovered that ease of use and privacy were the most urgent factors that required immediate attention from the bank. Therefore, we advise that Tejarat Internet Bank's services focus on enhancing security and ease of use as their top priorities to improve their performance. This research introduces a novel perspective by switching the typical focus of online banking research from corporate entities to individual clients, this research offers an innovative point of view. Our investigation provides valuable insights useful for retail banking and banks that deal with corporate clients by extensively comparing and evaluating the unique requirements of these two consumer segments.