Students’ Perceptions of Internet Banking: A Survey Study in Qatar

Abstract

Information and Communication Technologies have brought about many changes in almost all facets of modern life. In the banking industry, one such change is online banking, which is now replacing the traditional practice of visiting the bank in person. Internet Banking (IB) has gained increasing popularity in recent years, mainly because it has many benefits, which add value to customer satisfaction in terms of a better quality of service offerings. At the same time, it enables the banks to gain a more competitive advantage over other rivals. This paper focuses on students’ perceptions of Internet Banking in Qatar. The main objectives of the current study are to analyse students’ views towards Internet Banking and to identify the reasons why a significant number of consumers do not adopt this service.A self–administered questionnaire was developed and distributed to a random sample consisting of 600 students from Qatar University. Data from 423 respondents was used to address the study objectives. The analysis revealed that most users of Internet Banking services are generally satisfied with it. However, there were other important research findings: First, a significant number of respondents were not even aware of IB services. Second, a major concern among those who were aware of IB services was ‘privacy and security’, which form a real obstacle to using it. In terms of practical application, these findings should alert bank managers as to just how important information security is in the eyes of their customers. It is also hoped that this study will make a meaningful contribution to the body of professional research literature on internet banking services in Qatar.