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Research Article Open Access

Customer Perceived Online Security, Trust and Acceptance of Point of Sales Internet Banking Service


Purpose: The study investigates the effect of customer perceived online security and trust on acceptance of Point of Sales (POS) internet banking services.

Materials and methods: This analysis is based on survey field data collected from 423 POS customers in North-East Nigeria. PLS-SEM approach was used to analyze the data of the using smart-PLS software.

Results: Perceived online security (credit reliability, privacy) affects acceptance of internet banking (computability, ease of perceived usage and usefulness of perceived usage) by POS customers and trust (competency, benevolence). Competence, benevolence and honesty affect computability, ease of perceived usage, and usefulness of perceived usage. Credit and reliability have no effect on honesty, ease of perceived usage, usefulness of perceived use as well as privacy on computability. Privacy has no effect on honesty and competence. Competence, benevolence and honesty also have no effect on computability and usefulness of perceived usage. More importantly, competence, benevolence and honesty have mediating effect. Benevolence has no mediating effect.

Research limitations/implications: The study is limited to POS customers in North East- Nigeria.

Practical implications: This study contributes to both practicing agents of POS and the literature on acceptance of internet banking. The study suggests that agents POS need to focus on ensuring security and earning customers’ trust to encourage them adopt internet banking service through POS.

Originality/Value: This study provides new insights into the complex relationships among study variables. It further present model that integrates the important variables required for an analysis of perceived security, internet banking acceptance trust as mediating variable. The study also contributes methodologically through the introduction of PLS-SEM approach.

Daniel Marcel, Haruna Isa Mohammad, Eke Vincent Ikechukwu, Zainab Mohammed Bello

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