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  • 1. International Journal of Information Technology & Management Information System (IJITMIS), ISSN INTERNATIONAL JOURNAL OF INFORMATION TECHNOLOGY & 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME MANAGEMENT INFORMATION SYSTEM (IJITMIS) ISSN 0976 – 6405(Print) ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), pp. 12-24 © IAEME: http://www.iaeme.com/IJITMIS.asp Journal Impact Factor (2013): 5.2372 (Calculated by GISI) www.jifactor.com IJITMIS ©IAEME INTERNET BANKING AND ITS ADOPTION IN THE ARAB WORLD Adnan M. Al-Khatib CIS Dept., College of IT and Computer Science, Jerash University, Jerash – Jordan. ABSTRACT Internet banking (IB) is the new technology in banking environment that allows the bank customers to do banking activities at any time and from any place. This technology introduced in the Arab world before more than 10 years, but unfortunately the rate of usage of IB services from the customers' side still very weak. This paper gives an overview about IB technology in general, IB services and capabilities, and the adoption of IB in the Middle East and the Arab world. Keywords: Internet banking, e-banking, online banking, e-services, e-banking capabilities, e-banking in Arab world. 1. INTRODUCTION Electronic banking (e-banking), also known as Cyberbanking, Internet banking (IB), Virtual banking, Online banking, Home banking, Personal banking, and other names; means that various banking activities can be conducted at any time from home, business, or the road instead of at a physical bank location. Innovations in computing and telecommunications have improved all the functions in retail banking. Computers have empowered the production and telecommunications have created new distribution channels that have global reach. Of these new channels, Internet is the least costly and with widest reach. The advent of e-Business (e-commerce), technological innovations and globalization are increasingly driving businesses to change their traditional modes of operation. Globally, the financial sector is changing under the impact of competitive, regulatory and technological forces. Today, IB is being considered as a strategic tool by the global banking sector, to remain competitive and retain customers. 12
  • 2. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME Today, most of the large banks offer fully secure, fully functional online banking for free or for a small fee. Medium and small banks and other financial companies offer some forms of online banking. In this paper, we will give an overview and discuss some issues about the IB technology and focus on adoption of this technology in the Arab world. In section 2, we show the factors that driving the banking sector to consider IB as a strategic tool for their business. In section 3, we show the opportunities and challenges that the banks face from the development and growth of Internet technology. In section 4, we give an overview about the different electronic distribution channels used in banking. In section 5, an overview about the IB system architecture is given. In section 6, we discussed some points about the security of the IB services. In section 7, we list and explained some of the services and capabilities offered by IB. In section 8, we show the initial steps for registering and using the IB services. In section 9, we discussed the adoption of IB technology in the Arab world. In section 10, we give a discussion about IB technology and its future trends. Finally, a conclusion is given. 2. DRIVING FORCES IN IB The advent of e-Business (e-commerce), technological innovations and globalization are increasingly driving businesses to change their traditional types of operation. The business strategist Michael Porter identified five competitive forces which affects and measure the position of any organization in the market. These forces are: barriers to entry, power of suppliers, power of buyers (customers), substitutes of products and competitors [5]. New Entrants Suppliers Competitors Buyers (Customers) Substitute Figure 1: Porter’s five forces model Applying Porter’s Five Forces Model (Porter,1985) to the banking industry, researchers found that: first, the critical factor – barriers to entry – no longer exists in banking. Competitors can come from any industry; for example, credit card issuers and Microsoft financial services are from non-banking companies. In addition many countries have de-regulated their banking sector, which eliminate the entry barriers to banks competitors. Second, Product differentiation is very difficult for banks, since most of the products in retail banking are constrained by legal or industry regulations. Third, bargaining power of customers is increasing, switching costs are becoming lower with Internet banking 13
  • 3. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME and customer loyalties are harder to retain. Fourth, Threat of substitutes to banking from nonbanking organizations is increasing. Porter’s Model shows that banks are under threat, and trend toward electronic banking services is necessary for banks. Banking institutions are responding to their competitors by developing electronic money channels, leveraging e-commerce technology, and creating online services through the Internet. Internet is increasingly considered as a strategic weapon by banks to lower cost and provide value added services for customers. Internet can play a major role as a source of competitive information (competitive intelligence); for example, through the Internet a bank can review competitors’ Web sites, analyze related newsgroups, examine publicly available financial documents, and ask the customers—award prizes to those who best describe the bank competitors’ strengths and weaknesses. 3. OPPORTUNITIES AND CHALLENGES FROM IB Internet offers many opportunities to financial services providers, and many challenges for them to face: 3.1 Opportunities IB with friendly user interface, trusted system, and large number of online services will attract customers to banking, and as a result increase the bank revenue. Banks can generate revenue through increased account access fees, and cross-sell products such as credit cards and loans. The Internet enables banks to offer low-cost, high value-added financial services, become technology providers by selling banking products, providing technology information about these products, Providing back bone systems to support multiple payment system alternatives, and remain competitive with their competitors. 3.2 Challenges Banks and customers had serious concerns about the security of the Internet, which was the biggest challenge for IB. Advances in Internet security and the advent of relevant protocols such as SET, SSL, OFX, etc. increase consumer confidence, and put banks in perspective again as financial intermediaries. Regulatory barriers in many countries are on the decrease. Governments are under pressure to reduce the barriers to competitive activity in the financial sector. One major threat to banks is the “Internet-only” virtual banks. With low cost, one can set up a fully-functional, Internet-only bank and provide payment services on the Internet. For examples: Security First Net Bank (SFNB) which was formed in 1996 in the US, offer several online services. SFNB created a software company to market the online banking software to many banks. Other examples of virtual banks in US are (netbank.com) and First Internet bank (fibank.com). Studies found that customers still wanted the comfort of a physical presence. 4. ELECTRONIC DELIVERY CHANNELS In 70’s, banks started to centralized data processing centers, using the computer and telecommunication technologies. In 80’s, banks started technology investments for offline and online branches. In the mid-1980’s, banks developed new products for their customers: Credit, Debit, and other plastic cards. And brought new channels to give service to their 14
  • 4. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME customers like: ATM, POS, and IVR. In 90’s, alternative delivery channels were used: Telephone banking, Internet banking, Mobile banking, and Television banking. Electronic delivery channels (costing between 10 and 25 cents per transaction compared with $1.50 to $2.50 for transactions through bank staff) provide cost reduction. In '70s and '80s, financial customers were being led by the financial industry, while today, financial customers are waiting for the industry to catch up to their expectation levels. Several electronic channels were developed during the last decades [4]; the following paragraphs describe some of these channels: 4.1 ATM Automated Teller Machines (ATM) or 24-hour Tellers are electronic terminals that let you bank almost any time, you generally insert an ATM card and enter your PIN. Acceptance of ATMs was not easy at the begining even in the bank industry, today most banks customers are using the ATM around the world. 4.2 Telephony In the middle of 80’s, to reduce cost and get profits banks implement call centers. Call centers automate the most basic exchanges, like requesting an account balance or making a deposit. Transaction cost by a live agent is about 1/6th of that of the branch agent. Call centers help to secure customers’ loyalty, ensuring that their individual needs are met by an automated system or a live agent over the phone as quickly as possible. 4.3 POS Point-of-Sale (POS) transfers, let you pay for purchases with a credit card, debit card, and ATM card. POS can be used to process paper Checks as an Electronic Check. Electronic Check Conversion converts a paper check into an electronic payment at the point of sale, using the POS terminal. The Check should be voided or marked by the merchant so that it can't be used again. 4.4 PDA (Personal Digital Assistant) : E-banking enables you to perform; account enquiry, funds transfer, bill payment, rates enquiry, and change PIN transactions through a Windows software used by PDA devices, 24 hours a day. After registering for this service, the bank gives you a diskette and an “Installation Guide" for downloading the PDA Security Components into your PDA to ensure full transaction security. 4.5 Internet Internet banking (IB) means that various banking activities conducted from home, business, or the road using an Internet connection. Also IB known as: Cyber-banking, online banking, e-banking, Home banking, Virtual banking, etc. IB started in 1995 in US and Europe. Over 1,200 European financial institutions offer Internet banking in 2000, more than twice as many as 1999. Today, all banks in USA and most of the banks in Europe and around the word offer Internet banking. Some of the leaders in Internet banks are: Wells Fargo in US and SEB in Europe. Well Fargo, a US bank, claims 450,000 online customers as of Spring2000, up 50% from 1999. These two banks offer a full range of services like: banking, brokerage, mutual funds, loans, mortgages, bill pay and presentment, and others. 15
  • 5. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME For the customers, IB is Convenient, Inexpensive, Convenient bill paying medium, 7/24 availability, paperless, and can bank from anywhere in the world. In the other side, it has some disadvantages such as: Requirement for computer and Internet software (browser), Need for a network connection, and Security concerns. These disadvantages are eroding away as more and more people are starting to use Internet and security protocols are improving. 4.6 Mobile phones Banking activities conducted via a mobile telecommunication network, or a wireless environment. It can be connected to the bank system via; Internet, Private communication lines, Smart cards, or other infrastructure. The Wireless internet access service provides cost reduction for the bank and a value added service for the customer. Wireless data services are technically not able to achieve end-to-end security; it is breached at least at one point, at the mobile operator premises. Some large banks in the word provide Mobile banking, for example : Swedish Postal Bank, Citibank, Japanese banks, Hoover’s wireless (hoover.com), ASB Bank (New Zealand), Charles Schwab, E*TRADE, SEB in Sweden, and Arab Bank. 4.7 TV banking TV is the latest technology used in e-banking and e-commerce area for digital content delivery. Broadcasting the TV content in digital form provides at least 6 times capacity savings on the allocated frequency bands of the delivery medium whether it is air, cable or satellite. The characteristics of the Interactive TV (iTV) service consist: superior resolution, smaller bandwidth, compatibility with the computer and Internet, and can reach varying distances. UK is a leader in using this technology, and Digital TV commerce is catching on in other European countries like: Holland, France and Spain. 5. IB SYSTEM ARCHITECTURE Computer capacity in banks is shared by the alternative channels of the bank. Common architecture of the IB system contains three parts: the centralized back-end, the middleware, and the front-end (user interface). Successful system infrastructure must provide the following: highly robust and scalable architecture, ability to absorb additional growth, less than one second response time, and customer availability of 99.9 percent [1, 2]. In te rn e t B a n k in g A rc h ite c tu re S S L F ir e w a ll A p p lic a t io n S e rv e rs In t e r n e t M id d le w a r e s e rv e r L A N W e b S e rv e rs C S R In tr a n e t Figure 3: IB system architecture 16 L e g ac y s y s te m s
  • 6. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME Front-end (User Interface): is what customers use to authenticate them and allow them to interact with the IB services. This interface should be easy to use and presented in a simple and atractive apperance to customers. Middleware: is software, which acts as an application intermediator, enables communication between several different applications, between an application and a database, or between several databases. It uses messages to communicate between applications. Back-end: is the centralized Computing capacity in the bank, which is shared by the alternative channels of the bank. Transactions are collected in various forms, and middleware translate the request into a form that the transaction engine would understand, and then executed by the back-end level. 6. SECURITY Security is the most important issue for the financial institutions and the customers. With electronic delivery channels, attacks are mostly technical. When considering the security of the channels two components must be identified: the Network and the e-services. Attacks on the network could be as a form of tapping-in and stealing data. The defense against this is to use strong encryption techniques. Attacks on e-services could be either to disable the services (Denial of service DoS attacks) or to logon illegally and perform transactions or spreading viruses to corrupt data. The defense against this is to use firewalls, strong passwords techniques, biometric techniques, and other modern authentication techniques. Encryption is the process of converting information into a more secure format for transmission, and decrypted back at the receiving end of the transmission. Practically some Security protocols are used such as: Secure Socket layer (SSL), and Standard Security electronic transaction (SET). To check if a site is secured or not you can notice the following point on the site: • After inputting user-id and password, the lettering in the URL address must change from "http" to "https. • At the bottom of the screen, a padlock icon must appear. • Gold seal appears somewhere on the site that reads, "VeriSign Secure Site; Click to Verify", means the site is certified as a secure domain. Firewalls are used to filter traffic passing into or out of the internal networks of the bank. To prevent invasion threats, like Denial of Service (DoS) attacks, finance institutions most commonly use: Firewalls, Anti-virus software, and Vulnerability scanners. User-authentication technologies, allow both the sender and recipient of online transactions to verify themselves to each other, by attaching a "digital certificate" or some other form of digital signature. There are several user authentication techniques used such as: public key infrastructure (PKI), user-Id and password, biometric, and other techniques. Usually three things are used to establish authentication: Something the user knows, something the user has, or something the user is. The last is the biometrics science: such as Fingerprint imaging, iris-scanning and signature-reading. 17
  • 7. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME Figure 4: Security at Bank of America 7. CAPABILITIES OF IB Visiting the websites of banks who offer the Internet banking, you will see a huge number of online services and capabilities that are offered for the customers by these banks. Some of these capabilities [1, 2] are: a. General services: Get current account balances any time, obtain charge and credit card statements, Pay bills, download account transactions, transfer money between accounts, check balance accounts, send e-mail to the bank, handle finances when traveling, and others services like free phone banking and waive checking fees. Figure 2, shows a lot of Internet banking services provided by the Arab bank. This international bank provides the services in bilingual languages such as Arabic/English languages. b. Personal Finance services such as: bill paying, e-checks, tracking bank accounts, Portfolio management, Investment tracking, Quotes and prices (past and current), Budget organization, Record keeping, Tax computations, Retirement goals, planning and budgeting. Figure 2: IB Services provided by the Arab Bank [15] 18
  • 8. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME c. Billing Online: Several billing activities are done through the IB such as: • Automatic transfer of mortgages, the payer authorizes its bank to pay the mortgage, including tax payments • Automatic transfer of funds to pay monthly utility bills (automatic payment schedules). • Billing can be made into any bank account • Monthly rent and other bills paid directly into the payee’s bank accounts • A merchant-to-customer direct billing: Customers can view and pay their bill on merchant Web site. • Using an intermediary: A third party consolidates all bills related to each customer in one site in a standard format. Billing activities can be classified into B2C, B2B, or C2C. B2B services can save businesses about 50% of billing costs. B2C save time to customer and processing cost for payees. For customer, there is no need for writing checks and can pay bills from the road. d. Using bank intranets Banks provide large business customers with personalized service by allowing them access to the bank’s intranet to access accounts, historical transactions, and intranet-based decision-support applications. e. Imaging systems Allow customers to view images of all: Incoming checks, Invoices, and other related online correspondence. Bank of America is an example of banks offers this service. f. International e-banking Some international retail purchasing can be done by credit card, other transactions may require international banking support. IB systems for some banks provide international retail purchasing, such as: Hong Kong Banks' provide this service through IB services in Asia, and Mark Twain Bank in the U.S. uses e-cash to support trading in 20 foreign currencies. Bank of America and other banks offer: Cash management, Foreign exchange and trade services, and other services on an international level. 8. MANAGE THE ACCOUNTS ONLINE To get an account and access the IB services, you have to follow the following steps [3]: a. First you sign up for online banking with your bank, and choose which accounts you wish to access online. b. Then you will be given a user ID and temporary password via regular mail, e-mail or both, with instructions on how to use them to access the secure online banking. c. Many banks require you to change your password during your initial visit for added security. d. Your user ID and password are the only way to access your accounts online, so you have to keep them in a safe place. e. Once inside your private site, you will have access to all of the accounts that you have registered for online banking. You can easily view your current balances, recent deposits and payments, complete account history, and perform many e-services offered by your bank. f. Most sites have a financial summary page that lists all registered accounts. 19
  • 9. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME One of the services provided to you when you register an Internet banking account is the Alerts service. Through this service you can instructs your bank to notify you via e-mail, wireless device and also on your private banking site when a particular event occurs. Alerts can help you better manage your accounts by raising a flag when: An account balance rises above or drops below a certain amount, a check clears, an account becomes overdrawn, a transfer fails, or a new statement is available. 9. IB IN THE ARAB WORLD Today most of the Arab world banks provide the electronic financial services to their customers through the Internet banking channels, but unfortunately the rate of usage of these e-services from the customers' side still very weak. In this section we present some information about the e-banking technology in the Arab world. 9.1 Case Study (Arab Bank) In the following paragraphs we give an example of one of the Arab world banks who provide powerful IB services. Arab bank is one of the biggest banks in the Arab world and also is an international bank. This bank has several international branches around the world. The Arab bank introduced his e-banking services to the customers before more than 10 years. Through its web site "www.arabbank.com", the bank presents "Arabi online" service which contains a large number of e-banking services [15]. With Arabi Online IB Service, which is available in Arabic and English, the customer can perform a lot of e-services such as: • View balances and details of his accounts • Get an account statement online • Fund his accounts when balances are not sufficient to honor debit instructions • Create future and recurring transfers • Open new Sub Accounts • View balances and details of his Credit Cards and settle their due amounts • Pay to other Arab Bank Credit Cards • Transfer funds within his accounts, within Arab Bank Jordan, or to local and international banks • Settle his current or future due Payments (Social Security, Electricity, Water, Zain, Orange: Fixed, Mobile and Internet) • Pay his bills conveniently with his Credit Card • Subscribe to the eStatements service • Transfer cash from his Credit Card Account to any of his personal accounts • View the latest Foreign Currency Exchange rates • Send secure e-mail to the Bank • Subscribe to the eStatements Service • Apply for other services such as: Cheque Book Request, Online Stop Cheque payment, Balance or Interests and Commissions Certificate request, Credit Cards & Loans, Register for “Hala Arabi” Phone Banking Service, Request to increase your Credit Card(s) limit, enable Credit Card for Internet Purchases, and Send Special Instructions. 20
  • 10. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME Registering for the Arabi service is an easy process. If the user is an Arab Bank Visa Electron Cardholder and have a valid Personal Identification Number (PIN), he can directly subscribe to the service through the website by clicking “Join” under Arabi Online on the Homepage. 9.2 Factors affecting the adoption of e-banking services in the Arab world Despite the advances made in e-banking field, and 10 years after its introduction in the Middle East, internet banking continues to be challenged by poor adoption rates in emerging markets and customer activities limited to information seeking and low value added services [10]. Several studies [6, 7, 8, 9] focusing on this topic in the Arab world found that the poor adoption rates for e-banking services and poor rates of usage from the customers' side referee to several factors that affect the customers' usage of these services. In the following paragraphs we summaries some of these factors: • Perceived usefulness: is the degree to which a customer or user believes that using a new technology will enhance his or her performance, and can improve and simplify their lives. Empirical studies found that this factor has a positive effect on the adoption of information technology. • Perceived ease of use: is the degree to which a user believes that using a new technology will be easy and need no complex effort. Empirical studies show that this factor is a critical factor in the development and delivery of Internet banking services. The easier for a user to interact with a system, the more likely he or she will find it useful. Some studies found that this factor depends also on the knowledge of users in using computer and internet. • Perceived risk: is the degree to which a user believes that using new technology can result into negative consequences to him. The main components of this factor are the perceived security and trust toward the new technology. These components are the top issues that inhibiting Internet Banking adoption. Many studies showed that PR is an important factor that influences online banking adoption. • Trust: is the heart of all kinds of relationships. It can be defined as a user's belief in a bank's honesty toward the user, and the user's belief that online transaction will be secured and done in a correct way. Recent research indicates that trust has a critical influence on customer usage of IB services. Trust can be defined in terms of the individual’s perception of: the security of the system; the service provider’s reputation; loss of privacy; and concerns about risks associated with the reliability of IB. • Security: is the degree to which the web site guarantees the safety and privacy of customer financial and personal information. Empirical studies showed that security and privacy is a main factor that influences customers in using e-services. • Design of the web site: this means how the information and contents organized and presented to the customer through a user interface. Features of the web site such as: speed, content, design, format, accuracy, ease of use, and security all influence customer usage of the e-services. • Demographic characteristics: this means characteristics of the users such as: age, gender, educational level, income level, etc. some studies showed that user characteristics influence the usage of the e-banking services. For example users who have good knowledge of computer and internet are using the e-services more than others. 21
  • 11. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME 9.3 Recommendations to increase IB adoption To reduce the effects of the above factors on adoption of IB services and attract customers to be more active in using e-services, banks need to focus on these factors and try to perform some steps in enhancing the quality of their e-services and encourage customers to be more active in using them. According to several studies in this area for the Arab world we can mention here some good recommendation for the managers of the IB services to consider: • • • • • Banks should build an easy to use bilingual website with contents compatible with the customers' needs. To achieve this goal complexity in the user interfaces must be reduced to suite different types of customers according to customer age, gender, education level, etc. Software engineers have to develop more user friendly software that can be easily used by different types of users especially by those who have lack of Internet and computer experience. Website Designers of e-banking services should focus on designing a simple and useful bilingual website that attracts customers to navigate through it. Simplicity of the site can be achieved by reducing technical terms, include appropriate and accurate information with graphics, provide ease of navigation, fast loading speed, good security and privacy techniques, etc. Trust is one of the important influential factors, and controlling the risk of online banking is more important than providing benefits. IB managers need to search for risk-reducing strategies that might assist in providing high confidence and trust for customers. They need to consider focusing on the prevention of intrusion, fraud and identity theft. IB managers should develop and present a powerful privacy and security policies that increase the customers trust and confidence in using the e-services. They should increase familiarity through advertising and offer statements of guarantee and longterm customer service. Banks need to highlight the benefits and capabilities of its IB services. Banks need to offer for their customers an easy to use website, powerful security and privacy statements, compatible contents to customers' needs and other capabilities in the site to encourage customers to use the IB services. This can be highlighted through the banks promotional and advertising activities. 10. DISCUSSION Globally, the financial sector is changing under the impact of competitive, regulatory and technological forces. In '70s and '80s, financial customers were being led by the financial industry, while Today, financial customers are waiting for the industry to catch up to their expectation levels. Today, IB is being considered as a strategic tool by the global banking sector, to remain competitive and retain customers. Most of the banks around the world offer fully secure, fully functional online banking for free or for a small fee. IB offer for customers a huge number of online banking services as we see in section 7 above. Customers can perform these services and their banking activities from any place and at any time. In addition to the current IB services and capabilities, in future it seems that Banks services will be enhanced and increased to include new features such as: 22
  • 12. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME No Geographic Barriers: Customers will choose banking services on the basis of price considerations, not just from banks located near the customer's home or work place. • New Competitors: Non-bank competitors are increasing, and offering several products such as: credit cards, mortgages, auto loans and some investment and savings products. So customers could bank on a product-by-product basis. • New Competitive Strategies: Some banks start using small but high-tech branch structure, at supermarket chains. Example: Banking kiosks. • Speech recognition: is a technology that banks start using it through thier banking channels, and the usage of this technolgy will be increased. • Virtual banks: the future will rely more on people and technology, and less on physical location. People will phone or e-mail an expert rather than talk face-to-face with a local teller. • Data mining: Banks are starting to collect customers information into data warehouses, so they can target certain customer segments for new product and services offerings. • Biometrics: new authentication technology for banking security. Banks start using this technolgy and it take place in the banking services. Biometrics techniques such as Fingerprint, face, and voice recognition can be considered in the IB systems. In addition techniques like retina, iris, and hand scanning can be considered in different banking channels. • Mobile Banking (m-banking): development in the Internet and groth in using wireless devices such as cell phones, PDAs, pagers and other unwired access devices driving the financial industry to support wireless device access, to serve their customers. In the Arab world, today most of the Arab world banks provide the electronic financial services to their customers through the Internet banking channels, but unfortunately the rate of usage of these e-services from the customers' side still very weak. Many factors as presented in section 8.2 above affects the adoption and usage of IB technology in the Arab world. To encourage customers for using IB services, Banks managers have to perform a set of steps to enhance their IB services. We discussed and presented some of these steps in section 8.3 above. • 11. CONCLUSION Banks are being forced to change rapidly as a result of forces such as threat of competition, customer demand, and technological innovations. IB becomes a necessity strategic tool for banks to remain competitive in the market, and provide integrated value added services for the customer. In the foregoing pages we have discussed some aspects of IB, discussed and presented the adoption of this technology in the Arab world. We can say, it is hard to imagine a bank without the IB technology. However, technological advancement are and will continue impact the banking environment, to make existing channels more efficient and support creating new channels like M-banking and T-banking. In the Arab world, IB technology introduced before more than 10 years, but unfortunately the usage of it from the customer side still very weak. Arab banks need to perform good efforts to enhance their IB services and encourage customers to be more active in using these services. 23
  • 13. International Journal of Information Technology & Management Information System (IJITMIS), ISSN 0976 – 6405(Print), ISSN 0976 – 6413(Online) Volume 4, Issue 3, September - December (2013), © IAEME REFERENCES [1] [2] [3] [4] [5] [6] [7] [8] [9] [10] [11] [12] [13] [14] [15] [16] [17] [18] Efraim Turban; “Electronic Commerce”; 2002; Prentice Hall pub. Co. Turban; “Introduction to Information Technology”; 2002; Wiley pub. Co. Carol M. Cram; “E-Commerce Concepts”; 2001; Course Technology pub. Co. Mustafa Turker; “ Electronic Delivery of Financial Services”; 2000; garanti.com.tr Wendy Robson, “Strategic Management & Information Systems”, Second edition, 1997, Prentice Hall. Ala`Eddin Mohd, Hasan Al-Zu’bi; " E-banking Functionality and Outcomes of Customer Satisfaction"; International Journal of Marketing Studies Vol. 3, No. 1; February 2011 Muneer Abbad, Juma'h M. Abed, Mustafa Abbad; " The Development of E-Banking in Developing Countries in the Middle East"; Journal of Finance, Accounting and Management, 3(2), 107-123 July 2012 Rahmath Safeena, Hema Date and Abdullah Kammani; " Internet Banking Adoption in an Emerging Economy: Indian Consumer’s Perspective"; International Arab Journal of e-Technology, Vol. 2, No. 1, January 2011 Waleed Al-Ghaith, Louis Sanzogni, Kuldeep Sandhu; " FACTORS INFLUENCING THE ADOPTION AND USAGE OF ONLINE SERVICES IN SAUDI ARABIA"; The Electronic Journal on Information Systems in Developing Countries (EJISDC); 40, 1, 1-32; 2010 www.theasianbanker.com/bankmetrics; "Research Report: Executing a Competitive Internet Banking Proposition Driving Information Integration and Usability"; 23 May 2011 Shilpi Khandelwal, “E Banking Innovations: Trends in India”, International Journal of Management (IJM), Volume 3, Issue 3, 2012, pp. 200 - 215, ISSN Print: 0976-6502, ISSN Online: 0976-6510. Dr.V.Antony Joe Raja, “Global E-Banking Scenario and Challenges in Banking System”, International Journal of Management (IJM), Volume 3, Issue 1, 2012, pp. 205 - 213, ISSN Print: 0976-6502, ISSN Online: 0976-6510. Shilpi Khandelwal, “E Banking: Factors of Adoption in India”, International Journal of Management (IJM), Volume 4, Issue 2, 2013, pp. 1 - 8, ISSN Print: 0976-6502, ISSN Online: 0976-6510. http://www.Bankrate.com/; http://www.aiia.com.au/ ; “Banking on the Internet” http://www.Ykb.Com/; “E-Banking” http://www.hkbea-cyberbanking.com/ http://www.Arabbank.com/ 24