Abstract
The purpose of this research is to present and analyze the evolutions of Internet Banking in the conditions of the SARS-CoV-2 pandemic crisis in Romania throughout 2020 considering the typology of respondents in correlation with their needs and requirements for the characteristics and types of Internet Banking services available.
The research design was based on a statistical analysis both quantitative and qualitative, following the motivational and attitudinal changes in the use of Internet Banking services as a result of the manifestations of the SARS-CoV-2 pandemic crisis. As a primary tool, it was a questionnaire consisting of a series of questions of a general nature, but also directed to the purpose of the research, in a total of 25 questions. The questions asked to achieve the purpose of the research concerned: the influencing factors regarding the use of Internet Banking before and during the pandemic, the restrictions imposed by the bank as a result of the pandemic crisis that influenced the use of Internet Banking, the types of Internet Banking services most often used before and during the pandemic, as well as the level of money spent on Internet Banking and electronic devices used for this purpose.
The results presented by the authors as a result of the research undertaken highlighted as factors with a positive influence on the use of Internet Banking during the SARS-CoV-2 pandemic crisis in Romania in 2020 as: avoiding the queues at the bank counter, availability 24/7 of this service, time economy, and restrictions imposed by the banks while as factors with negative influence were shown to be the problems related to access to this type of service: limited internet access, technical problems, long time to complete transactions, security issues.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Ahmed, E., Phin, G.S.: Factors influencing the adoption of internet banking in Malaysia. J. Internet Bank. Commerc. 21 (2016). https://www.researchgate.net/publication/301678545_Factors_Influencing_the_Adoption_of_Internet_Banking_in_Malaysia/citation/download
Al-Qeisi, K., Hegazy, A.: Consumer online behaviour: a perspective on internet banking usage in three non-western countries. Procedia Econ. Financ. 23, 386–390 (2015). https://doi.org/10.1016/S2212-5671(15)00347-0
Vinayek, R., Jindal, P.: An empirical investigation of key antecedents of customer preference of internet banking in Indian context. Asia Pacif. Bus. Rev. 7(3), 63–71 (2011). https://doi.org/10.1177/097324701100700306
Alsamydai, M.J., Yassen, S.G., Alnaimi, H.M., Dajani, D.M. Al-Qirem, I.A.: The factors influencing customer usage of mobile banking services in Jordan. Int. J. Bus. Manage. Res. (IJBMR) 4(2), 65–80 (2014). https://www.academia.edu/7339939/THE_FACTORS_INFLUENCING_CUSTOMER_USAGE_OF_MOBILE_BANKING_SERVICES_IN_JORDAN
Anouze, A.L.M., Alamro, A.S.: Factors affecting intention to use e-banking in Jordan. Int. J. Bank Mark. 38(1), 86–112 (2019). https://doi.org/10.1108/IJBM-10-2018-0271
Ege, O.Ö., Tatar, Ç.: An investigation of factors that affect internet banking usage based on structural equation modeling. Comput. Hum. Behav. 66, 232–235 (2017). https://doi.org/10.1016/j.chb.2016.09.059
Hyde, A.M.: E-Banking: review of literature. Prestige e-J. Manage. Res. 2(2), 19–28 (2015). https://www.pimrindore.ac.in/vol2,issue2/Dr.Hyde.pdf
Kelly, A.E., Palaniappan, S.: Survey on customer satisfaction, adoption, perception, behaviour, and security on mobile banking. J. Inf. Technol. Softw. Eng. 9(2)(259), 1–15 (2019). https://www.longdom.org/open-access/survey-on-customer-satisfaction-adoption-perception-behaviour-and-security-on-mobile-banking.pdf
Lamore Bambore, P., Singla, V.: Factors affecting e-banking adoption and its impact on customer satisfaction: a case study of ethiopian banks. Int. J. Mark. Bus. Commun. 6(1), 16–28 (2017). https://www.academia.edu/40419248/Factors_Affecting_E_Banking_Adoption_and_Its_Impact_on_Customer_Satisfaction_A_Case_Study_of_Ethiopian_Banks
Lee, M.-C.: Factors influencing the adoption of internet banking: an integration of TAM and TPB with perceived risk and perceived benefit. Electron. Commerc. Res. Appl. 8(3), 130–141 (2009). https://doi.org/10.1016/j.elerap.2008.11.006
Montazemi, A.R., Qahri-Saremi, H.: Factors affecting adoption of online banking: a meta-analytic structural equation modeling study. Inf. Manage. 52(2), 210–226 (2015). https://doi.org/10.1016/j.im.2014.11.002
Musiime, A., Malinga, R.: Internet banking, consumer adoption and customer satisfaction. Afr. J. Mark. Manage. 3(10), 261–269 (2011). https://www.researchgate.net/publication/260302412_Internet_banking_consumer_adoption_and_customer_satisfaction/citation/download
Nasri, W.: Factors influencing the adoption of internet banking in Tunisia. Int. J. Bus. Manage. 6, 143–160 (2011). https://doi.org/10.5539/ijbm.v6n8p143
Nasri, W., Charfeddine, L.: Factors affecting the adoption of Internet banking in Tunisia: an integration theory of acceptance model and theory of planned behavior. J. High Technol. Manage. Res. 23(1), 1–14 (2012). https://doi.org/10.1016/j.hitech.2012.03.001
Omar, A., Sultan, N., Zaman, K., Bibi, N., Wajid, A., Khan, K.: Customer perception towards online banking services: empirical evidence from Pakistan. J. Internet Bank. Commerc. 16(2) (2011). https://ssrn.com/abstract=2035807
Shaikh, F.M., Kazi, Z.H., Khaskheley, A.: Factors that influence the adoption of online banking services in Hyderabad. Rom. Stat. Rev. Suppl. Rom. Stat. Rev. 62(11), 49–63 (2014). https://ideas.repec.org/a/rsr/supplm/v62y2014i11p49-63.html
Singh, S.: Measuring e-service quality and customer satisfaction with internet banking in India. Theoret. Econ. Lett. 9, 308–326 (2019). https://doi.org/10.4236/tel.2019.92023
Vinayek, R., Jindal, P.: An empirical investigation of key antecedents of customer preference of internet banking in Indian context. Asia Pac. Bus. Rev. 7(3), 63–71 (2011). https://doi.org/10.1177/097324701100700306
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2021 Springer Nature Switzerland AG
About this paper
Cite this paper
Leoveanu, V.M., Sandu, M.C., Coman, A. (2021). A Study on Influencing Factors on Internet Banking Usage During the SARS-CoV-2 Pandemic in Romania. In: Meiselwitz, G. (eds) Social Computing and Social Media: Experience Design and Social Network Analysis . HCII 2021. Lecture Notes in Computer Science(), vol 12774. Springer, Cham. https://doi.org/10.1007/978-3-030-77626-8_5
Download citation
DOI: https://doi.org/10.1007/978-3-030-77626-8_5
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-77625-1
Online ISBN: 978-3-030-77626-8
eBook Packages: Computer ScienceComputer Science (R0)