Study of factors affecting operational electronic banking risks in Iran (Case Study: Melli bank of Kermanshah)

ABSTRACT: Recently, banks have been providing their electronic services to customers remotely. This technological innovation by E– banking systems has been accompanied by several risks in addition to benefits it has brought about to customers one of which is operational risks. Banks need to identify this risk in order to manage it. Present research identifies, compares, and ranks factors affecting operational E-banking risks in viewpoints of customers and employees of Kermanshah Melli bank. To this end, a questionnaire was distributed to 300 employees and 384 customers of Kermanshah Melli bank randomly cluster. The method of this study is descriptive- survey research. The first half of the year of 2012 constituted study period. One-Sample T-Test, Friedman ranking Test and Independent Samples Test were employed to test hypotheses, to rank factors affecting operational risks and Comparison the amount of effective factors on the operational risks of electronic banking at Melli Bank of among employees and customers, respectively results indicate that hypotheses (1-5) support effects the factors (data accuracy, internal controls, technological infrastructure, access to systems, and security) have on Melli bank operational E-banking risks; hypothesis (6) Ranks each of the 5-fold factors are not equal and In factors (Security), employees opinion is more than customers,. But In factors (Data accuracy, Technological infrastructures, Access to systems), customers opinion is more than employees. This research concludes with some recommendations to Kermanshah Melli bank in order to manage and lower operational E-banking risks.