Consumer Trust and Online Security in the UK Banking Sector
subject: Consumer trust; Online banking; Perceived usefulness; Security measures; UK banking sector
description: The expanded use of online banking has generated major worries about consumer trust and the security of their financial information. As online banking becomes more prevalent in the United Kingdom it becomes essential to ensure consumers trust the security measures of these platforms. This research examined what elements create trust and security among consumers in the UK online banking industry. The study examined critical components including perceived usefulness, navigation simplicity and security effectiveness to understand their impact on consumer trust. The study proves significant because it fills research gaps while delivering valuable insights that help financial institutions improve consumer trust through enhanced user experience and security measures. The research objectives were met through quantitative methods which involved gathering data using an online survey from 55 participants from 1st October to 30th October 2024. The survey targeted multiple aspects such as ease of navigation through the platform, the perceived usefulness of the system, user concerns about information security, and trust levels in online banking security measures. Through descriptive statistics, correlation analysis and linear regression techniques researchers analysed data to uncover how different factors affect consumer trust in online banking. The study utilized the Technology Acceptance Model (TAM) and Protection Motivation Theory (PMT) as guiding theoretical frameworks for analysis. Three main factors including ease of navigation, the perceived usefulness of the system, and security information concerns emerged as significant drivers of consumer trust in online banking security. Although customers trust existing security protocols they require ongoing improvements and clear communication to sustain their confidence levels. Banks can use these findings to improve online platform trust by enhancing security measures and user experience. The Author(s), under exclusive license t…
creator: Reza, Mamum; Armosh, Firas; Abu-Arja, Ahmad; Ammari, Hassan; Jain, Rahul; Kumar, Piyush; Peer, Mohammad Arif
source: Studies in Systems, Decision and Control;Volume;645;pp.813-827
publisher: Springer Science and Business Media Deutschland GmbH
date: 01-01-2026
rights: Restricted Access; Hardcopy may be available in the library
relation: ISSN: 21984182;
language: English
type: Book chapter
coverage: Reza M., Ulster University, Birmingham, United Kingdom; Armosh F., De Montfort University, Dubai, United Arab Emirates; Abu-Arja A., University of Central Lancashire, Preston, United Kingdom; Ammari H., Sorbonne University, Abu Dhabi, United Arab Emirates; Jain R., De Montfort University, Dubai, United Arab Emirates; Kumar P., Christ University, Bengaluru, India; Peer M.A., Handwara College, Jammu and Kashmir, Handwara, India