Customers' Expectations for Next Generation Internet Banking

This paper posits six new factors that impact customers' expectations for next generation internet banking. The factors are innovative interface, integration with social media, money management tools, instant customer service, enhanced convenience, and next generation security. The data was collected from 310 respondents, who currently use internet banking services from leading countries. The results suggest that three factors, namely, integration with social media, money management tools, and enhanced convenience, would significantly affect customers' expectations for next generation internet banking. The results also suggest the role of innovative interface, next generation security, and instant customer support and service in influencing the customers' expectations. The proposed model would be useful for banks and technology providers to not only understand bank customers' expectations, but also to launch innovative marketing strategies to gain competitive advantage, and to craft a unique selling proposition to its customers.