Disclosure de Informações sobre Segurança do Internet Banking em sites Bancários: o Papel da Internet na Difusão de Inovações

Abstract

Purpose: This paper aims to analyze the level of disclosure of information about Internet Banking security on bank websites, as well as its determinants.Methodology: The analysis of the disclosure level was based on a framework consisting of 25 items divided into physical, administrative and technical measures. We adopted quantitative (descriptive statistics and multivariate regression analysis) and qualitative (content analysis) approaches for data analysis.Originality / Value: Considering that security is one of the main determinants of Internet Banking adoption, this study aims to expand the discussion on banking services and information security, focusing on a topic that has still been little explored in the Brazilian scenario.Findings: The main results showed that the level of security information disclosed by banks on their websites is low. Banks with a greater number of branches, with higher profitability and private banks showed better levels of disclosure.Theoretical / methodological contributions: At the theoretical level, the study brings contributions to the literature by addressing a topic that has been little explored, especially in Brazil. In addition, this research addresses this issue considering both a quantitative and qualitative perspective, which allows a greater detail on the items to be considered by financial institutions when offering electronic services to their customers.Managerial implications: The results of the study may help banks to assess and improve the level of information being disclosed to their customers in order to increase consumer trust in Internet Banking and, consequently, the diffusion of this technology.