The impact of online identity theft on customers’ usage intention of e-banking transactions in uncertain context

Abstract

During the fierce national and international competition, many organizations are taking digital technology into action to provide new products to customers via modern interactive channels (Sepashvili, 2020). This research is conducted to provide empirical evidence on the effects of online identity theft on consumers’ usage intention to engage in e-banking transactions in uncertain context. Using structural equation modeling (SEM) and survey data from 441 individuals, the main findings of the study are: 1) Security and privacy concerns (SAPC) should be divided into two sub-factors: a) e banking security and privacy concerns, and b) internet security and privacy concerns. It differs from previous studies that combined the Internet and e-banking. We found that trust (T) is negatively impacted by Internet concerns and positively impacted by e-banking concerns; 2) Trust positively impacts the usage intention of e banking (UIEB); 3) Fear of online identity theft (FOIT) has a positive effect on trust; 4) FOIT positively impacts SAPC. Theoretically, this study has focused on investigating potential determinants influencing customer intention when gradually adapting to new technology services. In practice, the proposed study will go into depth on the limitations faced by clients in the hidden dimension, which prevent them from engaging in online banking activities.