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Be careful who you trust: En kvantitativ studie om integritetsrisk och dess bakomliggande faktorer
Kristianstad University, Faculty of Business.
Kristianstad University, Faculty of Business.
2019 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Be careful who you trust : A quantitative study on integrity risk and its underlying factors (English)
Abstract [sv]

Digitaliseringens framfart i banksektorn och dess påverkan på teknologin har medfört att allt fler bankärenden hanteras digitalt via internettjänster. Till följd av digitala banktjänster har en ny dörr öppnats för bedragare. Bedrägerier och ID-kapningar har medfört att bankkunder blir skeptiska gentemot digitala banktjänster eftersom kunder upplever hot mot deras integritet.

Denna studies ambition är att studera förtroende, servicekvalitet och teknologisacceptans, som tidigare framhävts som betydande variabler i påverkan på integritetsrisken. Till skillnad från tidigare forskning har denna studie byggt upp en forskningsmodell som bygger på förtroende, servicekvalitet och teknologiacceptans för att undersöka integritetsrisken i samband med digitala banktjänster. Utifrån forskningsmodellen har tre hypoteser utformats för att vidareutveckla kunskapen inom forskningsområdet.

En positivistisk forskningsfilosofi och en deduktiv forskningsansats präglar denna studie, där en kvantitativ forskningsansats i form av internetenkäter valdes för att samla in empiriska data.

Studiens resultat, baserat på 101 respondenter, påvisar att förtroende och teknologiacceptans har en påverkan på integritetsrisken, dock visar resultatet att servicekvalitet inte har någon påverkan på integritetsrisken.

 

Abstract [en]

Rapid development in technology due to digitalization has altered a myriad of people’s lives, as it provides the customers an opportunity to perform banking activities online. As a result of digital transition from traditional banking to online banking, fraud has occurred more frequently. Owing to this, banking customers have become skeptical about online banking and are more aware of its impact on their integrity.

The purpose of this study is to examine trust, service quality and technology-acceptance in regard to the perceived integrity risk. Contrary to previous research, this study has constructed a research model built on trust, service quality and technology-acceptance, factors that have been perceived as having an impact on the integrity risk in conjunction with online banking. Utilizing the research model, three hypotheses have been created to further explore the research area.

A positivistic research philosophy and a deductive research approach was implemented in this study. Furthermore, a quantitative research method in the form of questionnaires was used to gather and collect empirical data.

The results, based on 101 respondents, show that trust and technology-acceptance have an impact on the integrity risk, however it also shows that service quality does not have an impact on the integrity risk.

Place, publisher, year, edition, pages
2019. , p. 70
Keywords [en]
Online Banking, Digitalization, Integrity Risk, Trust, Service quality, Technology-acceptance
Keywords [sv]
Bank, Digitalisering, Integritetsrisk, Förtroende, Servicekvalitet, Teknologiacceptans
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hkr:diva-19581OAI: oai:DiVA.org:hkr-19581DiVA, id: diva2:1333019
Subject / course
Banking and financing
Educational program
Degree of Bachelor of Science in Business and Economics
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2019-07-05 Created: 2019-06-29 Last updated: 2019-07-05Bibliographically approved

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