| المستخلص: |
The purpose of this study was to investigate the factors that impact client's acceptance and trust of using Internet Banking (IB) in Libya and providing a comprehensive understanding of client perceptions of IB in Libya. Due to lack of empirical studies, the current study is a response to a gap in existing literature which requires the application of more integrated theory testing and the identification of factors that impact client trust in IB. The Technology Acceptance Model (TAM) was used to measure relative awareness of IB services and its benefits, quality of Internet, trust, security and demographic variables such as age, gender and education. A questionnaire survey was used to collect data from 70 Libyan clients and employees of the Gumhouria Bank. The questionnaires were further processed and analysed by descriptive and statistical analysis using correlation and regression techniques to investigate the relationships between variables (SPSS software). Data analysis indicated that quality of internet, perceived usefulness and perceived ease of use have a positive and significant impact on client attitude towards use of IB. Findings also showed that both trust and security aspects are considered crucial factors to impact client acceptance and trust of using IB. Furthermore, the study findings indicated that level of education has a significant influence on attitude towards use of IB, while age and gender have insignificant impact. The findings of this study provide significant information on the different factors that need to be highlighted by banks already offering IB services as well as those banks which are planning to offer IB. Moreover, it provides bank managers with guidelines in understanding the factors and how to orient their efforts to promote IB and how they could change the present situation by enhancing positive attitudes toward using IB, which, in turn, can improve the Libyan client's acceptance and trust of using IB. The current study is a response to a gap in existing literature on IB in the context of the Libyan banking sector. The findings are expected to be of significant use to the Gumhouria Bank as a case study and other Libyan banks offering or planning to offer IB in the future. Factors such as perceived ease of use, perceived usefulness, security and demographic variables have been found to be the determinants of IB usage in past research. Along with these factors, new factors, trust, awareness of IB services and quality of IB connection, have been analysed in the current study.
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