Research Process

This section focuses on the steps and stages involved in this study and a summary of the themes (shown in Figure 4. 4 below). The research process is compared to the research themes and the tools or methods used to gain a certain process or reach certain stages are described.

Stage 1: Critical Review of Online Banking Technology

In the first stages shown in Figure 4. 4, a critical review of the trust and acceptance of online banking technology in Libya will be conducted in order to acquire knowledge about the real obstacles that face bank customers there, and the obstacles that confront them in accepting and trusting online banking. This review includes the background to online banking technology in Libya, and asking the questions: How did it start? What is the level of technology in Libya? This is followed by an explanation of the different types of bank customers in Libya.

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Process

Research Theme

Tool/method

Stage 1: Introduction and Background to Online Banking Technology Research Problem Identification (Literature Review) Literature Review Stage 2: Online Banking, Challenges Affecting Customer Trust & Acceptance, and

Theories of Technology Adoption for Online

Banking (related to Objective 1) Secondary Data Collection and Analysis Literature Review Best practice

Stage 3: Online Banking in Libya (corresponds to

Objective 2)

Secondary Data Collection and defining case study

Literature Review

Stage 4: Descriptive and Statistical Analysis (corresponds to Objective 3) Framework Development factors) (Objective 3) Framework Development (Data Analysis) A questionnaire survey will be conducted to collect information about

online banking trust and acceptance in Libya

Stage 5: Research Findings (related to

Objective 4)

Data Analysis and Validation

Piloting the case study

Stage 6: Discussion and Conclusion (related to objective 5)

Testing and refining the sample (Data

Analysis and Validation)

Quantitative analysis using Nvivo 10 software Figure 4. 4: Research process

Stage 2: Online Banking, Challenges Affecting Customer Trust & Acceptance, and Theories of Technology Adoption for Online Banking

Stage 2, as shown in Figure 4. 4, is mainly about conducting a literature review from relevant research articles and projects in order to acquire knowledge and experience about the challenges confronting customers and which inhibit their trust and

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acceptance of online banking technology. This literature review focuses widely on theories of acceptance and trust and the trends and development of online banking worldwide, how it can be used to consolidate customers’ trust and acceptance, what are the best practices available that are being used in different countries, such as in Europe and Asia, and from the banking perspective, what are the lessons that can be gained from the development of online banking in developed countries. This literature review includes an overview of the benefits and opportunities of online banking technology for both a bank and the customers, with a summary of most of what has been mentioned in the literature regarding the potential benefits, as well as a statement and explanation of the key findings. The review then focuses on some strategies for pedagogical innovation in online banking through adoption of technology theories.

This stage fulfills the first objective of this research, which is the identification of the potential impact of Social Computing on the teaching and learning process. Reviewing the best practices of online banking technology also helps at the stage of framework development as it highlights some beneficial and key findings of how customers perceive the usage of this technology in their normal daily usage of technology, and thus consequently fulfilling the second objective of the research in terms of understanding their attitudes and behavioural stance when using the technology and defining the tools they use most frequently. This also clarifies some advices on ways of implementation, which consequently supports the sample stage as well.

Stage 3: Online Banking in Libya

This stage includes part of the data collection research activity, which is identifying the Bank of Commerce and Development (BCD) as the subject of a case study of Libyan banking in terms of online banking technology. A number of questionnaires were issued to bank customers and customer-employees in the Bank of Commerce and Development in order to collect information about trust and acceptance of online banking technology. This stage is important as it serves in achieving the second objective relating to an exploration of Libyan customers’ interaction with online banking technology and how they use it (Figure 4. 4).

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Stage 4: Descriptive and Statistical Analysis

This stage aims to identify and develop those factors that are found empirically to be affecting customers that will help the policy maker in realising which factors may influence customers to trust and accept online banking technology, should it become widely available in the existing banking system in Libya. This stage is to comply with the third objective of this research by describing factors that, as the result of data analysis and tests, are found to be those that most influence customers’ trust in and acceptance of online banking technology in Libya. Tests such as factor analysis were applied to identify which factors most affect customers’ trust and acceptance of online banking in Libya.

Stage 5: Research Findings

Collected data will be manipulated in terms of weighting factors and rate of importance via applying statistical analysis of Cronbach’s Alpha, descriptive analysis, correlations and regression techniques. By testing the questionnaire reliability using statistical analysis techniques such as Cronbach’s Alpha, this should indicate that the questions applied in this study are compatible and fair enough to serve the objectives and subsequently achieve the aim of this study. Moreover, factor analysis is the best test to evaluate the best model for this study, which can be ensured and enhanced by applying a correlation test. Correlation and regression tests show the best selection of factors that bear a close relationship to this study and can serve the objectives.

Stage 6: Discussion and Conclusion

This stage, as shown in Figure 4. 4, incorporates implementation of the proposed model through specified case studies. By using a relevant literature review and applying the appropriate research methods at this stage, the final picture of the study is accomplished, the discussion is presented and conclusions are delivered along with recommendations. Chapter 7 will highlight how the related constructs could be used in enhancing online banking technology through a prototype of a model which will focus on implementing the different Social Computing tools in an effective way so as to improve customers’ trust and acceptance, and also to develop a new framework. A subsequent discussion is then presented of how such a framework and design could meet the main needs of Libyan banking.

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