Information Technology Capabilities in Enabling Electronic Banking: Case Study of a Bank in a Developing Country

Abstract

This exploratory study is aimed at identifying and exploring the key components of Information Technology (IT) capabilities that enable e-banking. It attempts to generate a framework that illustrates the variables, which led to a specific performance. The performance (independent variable) was linked with three dependent variables: Information security (ISec), regularity, and reliability. The study focused on the ISec factor and its effect on e-banking. This factor was analysed through the confidentiality, integrity, and availability (CIA) elements.The study presents the case study of a Libyan bank and the challenges from the ISec perspective. It explains how the bank attempted to improve the legacy bank system in terms of raising the level of CIA elements. The study collected 30 participants' opinions via an online survey. The responses were analysed statistically using SPSS software to identify the most important elements for ISec, to raise the level of e-banking services and also to identify whether these three elements were equally significant or different. Likert scale was used to rate the questionnaire responses.Integration was found to be one of the most vital elements, and should be given high priority in any bank operating in developing countries followed by the confidentiality and integrity elements. To ensure the technical success of e-banking services, banks in developing countries should provide awareness and training programmes to increase the level of security. Moreover, the banks need to establish reliable polices that can control staff behaviour and minimise the level of risk in e-banking services.