Users’ Perspectives of Electronic Banking Risk Issues and Control Measures to Manage the Identified Risk: A Case Study of GCB Bank Ltd

Abstract

The speed of technological advancement has improved financial innovation in the banking sector by the introduction of new products and services, with electronic banking capabilities to enhance the convenience of banking. However, this financial innovation poses risk issues, which need to be addressed. This research study was carried out to obtain users' perspectives on e-banking risk issues and the control measures to manage the identified risk, using GCB Bank Ltd as a case study. It examines the personal safeguard measures put in place and the e-banking risk management strategies employed. Finally, the role of the bank in ensuring the safety of the e-bankers is discussed. A qualitative approach was employed as the method of this study, where fifty (50) respondents answered structured interview questions. The research findings indicate that systems vulnerabilities and identity theft can lead to fraudulent/unauthorized withdrawals, but risk consciousness and awareness can help prevent these e-banking risks. Banks with strong security controls and financial system defenses will go a long way to provide safety to the e-bankers.