The Effects On Customer Relationships, In The UK For The Period 2009-2012, By Internet Banking Fraud

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ACKNOWLEDGEMENT

For this research study I want to be thankful to my teachers and supervisors for their immense support and help throughout my dissertations. Without their support, the research conducted in this dissertation would not have been possible. I also want to thank my friends and families who have been a huge source of continuous guidance and inspiration for me throughout my research work.

DECLARATION

I [full first names & surname here], declare that the following dissertation has been made by me without any aid. Moreover all the information and knowledge collected in this research study had been my individual efforts. I also want to declare that all the content present in the dissertation has never been published before. Moreover the following dissertation will reflect my opinions and views and this will not represent the opinions of any educational institute.

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ABSTRACT

The study conducted in this research aims to determine the effects on customer relationships, in UK for the period 2009-2012, by internet banking fraud. Banking sector has always been important for every economy. In the past, traditional banking sectors use old modes and procedures of banking to provide banking services to the users. These services in the past were used by the users to deposit or draw funds, transfer funds, pay bills and check and maintain balance. However, with the radical advancement in information technology there has been a rapid shift in the process and procedures used in the banking sector. With the advancement in technology banking institutions are now offering its users with the offer to avail all the banking services from their home or office computer through internet banking facility. This new and much efficient banking service has been adopted by many users however; there are still some users who restrain themselves from the acceptance of internet banking because of increased internet fraud and theft. With these two implication users feel threaten and insecure to share their personal and financial information over the internet. Many banks have adopted significant control measures to provide safety and security to user's personal information and details. Despite all strict control measures the system is still failing to provide complete security to user which is ultimately affecting their relation with the banks. The study of this research will understand and determine the effect it poses on the relationship of users with their respective banks especially for the period 2009-2012 in UK.

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

1.1. Background of the Research Study1

1.2. Research Aim and Objectives2

1.3. Research Questions2

1.4. Significance of the Research Study3

1.5. Scope of the Research Study4

1.6. Structure of the Dissertation4

1.7. Theoretical Framework5

1.7.1. Theory of Planned Behaviour (TPB)5

1.7.2. Technology Acceptance Model6

CHAPTER 2: LITERATURE REVIEW7

2.1. Internet Banking7

2.2. Electronic Banking9

2.3. History and Background of Internet Banking10

2.4. Definitions of Internet Banking Fraud12

2.4.1. Factors Restraining Users Adoption to Internet Banking12

2.4.1.1. Virus and Worms13

2.4.1.2. Counterfeit Web Sites13

2.4.1.3. Phishing13

2.4.1.4. Trojans14

2.4.1.5. Hacking and Pharming14

2.4.2. Nature of Fraud15

2.4.3. Customer Perspective15

2.4.4. Code of Conduct17

2.4.5. Protection of Online Banking Services- PIN ...