Customer's operational risk towards electronic banking products and its mitigation: a covariance-based structural equation modelling approach Online publication date: Fri, 28-Feb-2020
by M. Aravind; Vinith Kumar Nair
International Journal of Electronic Banking (IJEBANK), Vol. 2, No. 1, 2020
Abstract: The e-banking operations can cause loss or damage to the customers in the form of processing errors, fraud, or via external events. The purpose of this work is to analyse the major risk factors influencing the customers in their e-banking operations. Based on the classic stimulus-response approach, we have identified 15 risk stimuli and four major risk constructs that can cause some encumbrance in e-banking operations. We have also identified some risk mitigation strategies based on the review of literature and focus group discussions. In this work, a stimulus-response model was constructed by linking the operational risk in e-banking with the risk mitigation strategies. Further, we used data from 742 respondents for empirically validating the proposed model. The results of covariance-based structural equation modelling (CB-SEM) revealed that the strategies identified have a positive effect on mitigating the internet banking risk (IBR) only.
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