Critical Success Factors For Preventing E-Banking Fraud

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Journal of Internet Banking and Commerce

An open access Internet journal (http://www.arraydev.com/commerce/jibc/)
Journal of Internet Banking and Commerce, August 2013, vol. 18, no.2
(http://www.arraydev.com/commerce/jibc/)
Critical Success Factors for Preventing e-Banking Fraud

AHMAD KABIR USMAN, MSc
Researcher, Lancashire Business School, University of Central Lancashire, UK
Postal Address: Lancashire Business School, University of Central Lancashire,
Greenbank Building, Preston, Lancashire, PR1 2HE
Email: [email protected]
Ahmad Usman is a research student at the University of Central Lancashire. His areas of
interest are E-Banking Security and Biometric Technologies.
MAHMOOD HUSSAIN SHAH, PhD

Senior Lecturer, Lancashire Business School, University of Central Lancashire,
UK
Postal Address: Lancashire Business School, University of Central Lancashire,
Greenbank Building, Preston, Lancashire, PR1 2HE
Email: [email protected]
Dr. Mahmood Shah is a Senior Lecturer in Business Systems and Cyber Security at the
University of Central Lancashire. His research interests are in the areas of cyber
security, e-banking, identity theft prevention in e-retailing, e-business and Information
Systems.
Abstract
E-Banking fraud is an issue being experienced globally and is continuing to prove costly
to both banks and customers. Frauds in e-banking services occur as a result of various
compromises in security ranging from weak authentication systems to insufficient
JIBC August 2013, Vol. 18, No.2 -2-
internal controls. Lack of research in this area is problematic for practitioners so there is
need to conduct research to help improve security and prevent stakeholders from losing
confidence in the system. The purpose of this paper is to understand factors that could
be critical in strengthening fraud prevention systems in electronic banking. The paper
reviews relevant literatures to help identify potential critical success factors of frauds
prevention in e-banking. Our findings show that beyond technology, there are other
factors that need to be considered such as internal controls, customer education and
staff education etc. These findings will help assist banks and regulators with information
on specific areas that should be addressed to build on their existing fraud prevention
systems.
Keywords: E-Banking; E-banking Frauds Prevention; Internet Banking Security; Fraud

Prevention; Critical Success Factors
© Ahmad Kabir Usman and Mahmood Hussain Shah, 2013
INTRODUCTION
Electronic banking services are the banking class of services that can be offered by a
bank to individuals and companies through electronic means via a fixed or mobile
telephone, and Internet (RATIU, 2011). Given that internet technology has evolved
considerably over the years, newly developed e-banking services now differ
considerably from older systems (Khan and Mahapatra, 2009). Some of the more
common types of E-Banking services today are Online Banking, Automated Teller
Machines (ATM), Electronic Funds Transfer, Electronic Cheque Conversion, Direct
Payment and Web ATM services. There are many security issues related to all of these
services and this paper aims to highlight factors that could be critical to the prevention of
fraud in the e-banking space by reviewing relevant literature.
The online banking channel is the cheapest delivery channel for delivering banking
products once established (Sathye, 1999 and (Tero Pikkarainen, 2004). Therefore it is
no surprise that the banks globally are continuing to shift towards e-banking services.
With the growing patronage of e-banking services and its anticipated dominance in the
near future, some of the known factors that contribute to addressing the acute problem
of security must be addressed. This paper identifies and synthesises a number of that
factors such as the availability of funds, change management, timely access to
information and strict internal controls could all prove vital for reducing e-banking fraud.
Exposure to such factors provides regulators and bank management teams an insight
into areas that may require increased emphasis and improvement.
Systematic Literature Review

The research makes use of a systematic literature review taking into consideration e-
banking fraud and other electronic fraud or security related literature. A systematic
literature review “is a means of identifying, evaluating and interpreting all available
research relevant to a particular research question, or topic area, or phenomenon of
interest” (Kitchenham, 2007). Therefore ensuring thorough coverage of pertinent
literature using a systematic approach. This was done using an iterative search strategy
as the review evolved rather than predetermined linear search strategies as

recommended by (Finfgeld-Connett, 2013).
The literature review was carried out in 3 phases inline with the guidelines of
(Kitchenham, 2007).
These are:
1. Planning the review. This includes identifying the need for a review, specifying
the research question and then developing & evaluating the review protocol
2. Conducting the review. This phase involves identification of the research,
selection of the primary studies, study quality assessment, data extraction and
synthesis.
3. Reporting the review. This is where the dissemination mechanisms are specified
and then formatting and evaluation of the main report.
In order to perform searches for relevant literature, a selection of data sources was
made. The databases that were used are:
§ Academic Search Complete
§ E-Journals
§ Web of Knowledge
A number of keywords were used for searching databases to find relevant literature for
the review. They are given below:
§ Fraud Prevention Critical Success Factors
§ E-Banking Fraud Prevention Technology/Security/Measures/Software
§ E-Banking Fraud
§ Fraud Prevention
§ E-Banking Security
While searching, advanced search features such as applying related words and
searching within the full text of articles were utilised. After each search had been
completed, the results were reviewed and the most relevant literature was selected for
use.
E-BANKING SECURITY CHALLENGES

The introduction of E-Banking has come with its challenges. These range from
technology adoption, financial limitations, and technology acceptance of new systems.
Other factors experienced globally are the increase in security fears, cultural barriers,
limited internet access and legislation (Masocha, 2010). Auta (2010) found that security,
user friendly, queue management, accessibility, time factor and fund transfer are major
factors in the adoption of e-banking and that security is rated as the most important
issue of online banking services. Research conducted by Agboola and Salawu (2008) is
in agreement with this. Security concerns are of greatest importance for the adoption of
e-banking services (Angelakopoulos, 2011 4). Hence, the desire to understand these
challenges in more detail and adopt initiatives to address them.
Security is a factor that is constantly highlighted as a CSF for the success of E-Banking.
The inadequacy of security potentially leads to financial losses, punitive measures by
regulators and negative media publicity (Shah et al, 2012) therefore its importance
cannot be over emphasised. In E-banking, fraud is a major contributory factor to the term
security and needs to me managed closely. “Incentives for fraud increase when
transactions are made in large amounts, when transactions are made anonymously or at
the point of sale, when claims cannot be effectively verified at the point of sale, and
when issuers of payment claims bear the costs of fraudulent transactions” (Roberds
1998). E-Banking offers most if not all these incentives, hence the need for adequate
fraud prevention strategies.
In 2010, most of the fraud cases were perpetuated via electronic banking systems
therefore reflecting weaknesses in the internal control systems (CBN Annual Report,
2010). Financial services and organisations suffer yearly losses through crimes such as
online banking, cheque and card fraud (Adams, 2010). These clearly indicate that
criminals are exploiting e-banking mediums. Hence the need for improved continuous
improvement in security to prevent fraud (Giles, 2010) and mitigate the risk of customers’
losing confidence in e-banking services. More recently, there has been some
improvement in preventing fraud over electronic banking mediums. Financial Fraud
Action, 2011 reported that in the UK, Fraud losses on credit/debit cards were at a 10
year low while online banking fraud losses fell by 24%. This has been attributed to
improved e-banking security through both technological and non-technological
approaches. Research aimed at minimizing fraud has proved popular extending beyond
the banking industry to online auctions (Cecil Eng et al. 2007;Chang and Chang 2011),
healthcare (May 2010), Insurance (Ormerod et al. 2012) to fraud prevention in the
telecommunications industry (Estavez et al. 2006) where 56.2% of fraudsters were able
to be identified by testing a fraud prediction module. However, research into factors
critical to e-banking fraud prevention is limited.
E-Banking Fraud
Although there is no single accepted definition of fraud (The Legal Practitioner, 2013), it
relates to wrongful or criminal deception that results in financial or personal gains. Bank
Fraud is the use of deliberate misrepresentation (which usually requires some technical
expertise) in order to fraudulently obtain money or other assets from a bank (wiseGeek,
2013). The types of fraud that are commonly experienced by financial institution include
sales fraud, purchase fraud, cheque payment fraud and ATM fraud (Benjamin, 2011).
Other strategies employed include collaborating with security agents and bank officials
as well as local and international networking (Aransiola, 2011). Worryingly, results show
that internal personnel of banks had been collaborating with fraudsters. This presents a
real threat as internal personnel have direct access to banking systems and access to
customers’ personal information and records. According to the FBI, the majority of fraud
is committed by employees who exploit breakdowns in organisations (Sidden, 2005).
Research to understand why internal staff opts to engage in such activities exists.
(Benjamin, 2011) found that perceived inequality and perceived job insecurity had
significant effect on employee fraudulent intent. Such findings help highlight that beyond
technology, there are other factors capable of impacting fraud that come into play.
Phishing is one of the mechanisms that fraudsters use to obtain customers personal
details leading to its use for fraudulent activities. Amtul (2011) states that such
challenges presented by phishing results in companies loosing thousands of dollars, and
emphasises the need for biometrics to help checkmate such activities. In addition,
statistics show that 35.9% of the financial sector is the target for phishing. A Javelin
Identity Theft Report (2010) stated that there was a 12% and 12.5% increase in identity
theft victims and fraud respectively. This not only highlights the fact that fraud and
identity theft is on the rise, but that current security measures in place are insufficient.
Critical Success Factors

Rockart (1979) defines CSFs as the limited number of areas in which results, if they are
satisfactory, will ensure successful competitive performance for the organisation. CSFs
are imperative in concept yet highly practical and as such readily understood and
accepted by managers and practitioners (Butler and Fitzgerald, 1999). CSFs have been
used for a variety of purposes ranging from manufacturing to IT System Implementations
and are useful for planning and decision making purposes.
In contrast to this, Critical Failure Factors (CFFs) is a different approach that can be
used to identify factors that tend to cause failure. Research shows that this approach is
used less often and is suited to scenarios such as the work of Amid et al (2012) where
frequent failures have occurred leading to the need ‘to identify such factors and classify
them’ to help prevent failures in the future (Amid, 2012 11). However, Aziz and Salleh
(2011) contradict this by arguing “identifying the critical success factors (CSFs) has
become the main agenda for researchers, academicians and practitioners due to the
wide number of failures reported”. Therefore CSFs can still be applicable in such
scenarios.
Identifying CSFs
Both quantitative and qualitative research methods can be used to identify CSFs.
Methods previously employed include literature reviews (Umble and Umble, 2001), case
studies (Holland and Light, 1999), surveys and interviews interviews (Rockart and Van
Bullen, 1986) just to name a few. Shah and Siddiqui (2006) concluded that the survey
approach is the most commonly used method for the identification of CSFs. However,
this does not imply that this is the most effective approach. This study used the
systematic literature review methodology to synthesise existing relevant literature and
identify factors that affect e-banking fraud globally spanning both the developed and
developing nations.
Critical Factors for Fraud Prevention

Bank stakeholders are constantly introducing new security measures with the aim of
eradicating e-banking fraud, however existing measures have not been able to achieve
this (Roberds 1998). Consequently, there is still need for research to narrow down on
specific areas for improvement. Personally, I believe that improved authentication
systems is the way forward and can play a significant role in e-banking fraud prevention.
The common use of the same passwords for authentication increases the vulnerability
whenever such information is stolen. Thus, an additional security measure is required to
confirm the identity (Robert Moskovitch et al, 2009). Given that conventional methods of
authentication via usernames and passwords are no longer sufficient (Vandommele,
2010), biometric technology has been identified as one of the potential technologies to
improving security.
Fraud Prevention Measure Reference to literature

1 Biometric Authentication (Bhattacharyya et al, 2009),
(Akinyemi Ibidapo, 2010)
2 Fraud Prevention Software (Sherman, 2002 )(Sharer, 2004)

3 One Time Passwords (OTPs) (Johnson 2007), (Annon 2005)
4 Smart Card Authentication (INFORM, 2004)
5 Password (Moskovitch, 2009)
6 Multi Layer Passwords (Herzberg, 2003)
Table 1: Summary of Existing Fraud Prevention Measures
Given the information above, two critical success factors can be derived from the review
of existing fraud prevention measures. These are:
§ Appropriate Technical Fraud Prevention Measures
§ Innovative use of Fraud Prevention Technologies
The table above summarises some of the existing fraud prevention measures and shows
how some of the more recent literature is shifting its attention to biometric technologies.
Biometric authentication supports the facet of identification, authentication and non-
repudiation in information security (Bhattacharyya, 2009). Hence, this type of technology
can potentially play a pivotal role in minimising e-banking fraud. Biometric technology is
seen as a way forward due to every individual’s unique features that can be used for
identification. Although advances in biometric technologies such as fingerprint and
keystroke dynamics appear promising, (Murdoch, 2010) highlighted that secure
authentication solutions need to be both technologically sound and economically viable.
Technological Factors Reference to Previous Research

Strengthening of Authentication Systems using (Jain et al 1997) (Walker and Shearer 2009)
Biometrics (Clarke and Furnell 2007) (Revett et al 2005)
(Bleha et al 1990)
Data Encryption (Shah et al, 2012), (Ganesan & Vivekanandan
2009), (Roberds 1998)
Scalability of Security System (Moskovitch, 2009)
Authentication solutions being economically viable (Murdoch, 2010)
Table 2: Summary of Possible Factors Affecting E-Banking Fraud Prevention Systems
The table above highlights factors that researchers have placed emphasis on as a
means of improving fraud prevention. Again, biometric authentication appears as a
frontrunner and is covered in a number of papers. Research has proved that biometric
technology can significantly decrease e-banking fraud and has already been
implemented in some banks such as the biometric ATMs by First Bank in Nigeria.
However instances of such deployments remain rare. Interestingly, Murdoch &
Anderson, (2010) emphasised that authentication solutions need be both technological
and economically viable. Therefore beyond looking at the accuracy of biometrics, their
false rejection and acceptance rates, the cost of deploying such a technology comes into
play. Fingerprint technology isn’t the only biometric technology available today with
some banks opting to use Keystroke dynamics a behavioural biometric to improve their
security.
‘Keystroke Dynamics is the process of analyzing the way a users type at a terminal by
monitoring the keyboard inputs thousands of times per second, and attempts to
identify them based on habitual rhythm patterns in the way they type’ (Monrose,
1999). Ecuador bank deployed an Authenware solution to measure online behaviour
and keystroke patterns chosen because of its convenience and ability to improve
online banking security (PRWEB, 2010). The Bank of Utah also backs this up as they
deployed keystroke dynamic technology in a bid to strengthen the scecurity of their
internet banking service (Hosseini and Mohammadi 2012). In addition to this, low
costs of deployment and minimal changes to the users’ modus operandi may make
this technology an attractive investment for banks.
Looking beyond technology, there are other factors that affect fraud prevention. Top
Management Support has commonly been identified as a CSF for the success of E-
Banking and is likely to be applicable as a CSF for Fraud Prevention too. This is
because to secure e-banking services, a variety of security measures such as encryption
(Shah et al, 2012), passwords (Johnson 2007) and One Time Passwords (OTPs) are
used. Therefore changes to the modus operandi will be necessary and this wouldn’t be
possible without support from the top management. Social and community factors are
equally important influencers on the perpetration and prevention of crime (Cecil Eng,
2007). Results from research performed by (Igwe, 2011) agree with this as Socio-
Economic factors such as unemployment and poverty both being contributory factors to
fraud. Therefore, it is essential that their importance is not underestimated to ensure
adequate consideration and emphasis is given.
Banking customers’ vulnerability to fraud is another area that has been looked into.
(Choplin, 2011) conducted a psychological investigation and found that factors such as
education and demographics both had an effect on consumers’ vulnerability. This ties
closely to the work of Rizzardi (2008) where emphasis is placed on consumer education
to protect their personal information to prevent payment card fraud. Similarly Roberds
(1998) reaffirms this by highlighting privacy as a factor that affects the risk of fraud. In
addition to this, employees who exploit breakdowns in internal controls commit a large
proportion of fraud; strict internal controls have been identified as an effective defence
measure for fraud (Sidden, 2005). Similarly, Sidden (2005) reiterated where he states
that internal controls are the first and best defence against fraud. This therefore places
emphasis on the role that internal audits are required to play to ensure compliance.
Given the importance of strict internal controls, it is paramount that not only internal
controls exist, but that they are strictly adhered to and policed by internal audits. The
importance of internal audits on minimising fraud are highlighted by Coram et al (2008)
which concluded that organisations with internal audit functions are more likely to detect
and self report fraud than those that don't have internal audit function. In addition to this,
the research also found that organisations that have some in-house internal audit
function are more effective in detecting and reporting fraud than those that completely
outsource the internal audit function. However, it has been argued that internal auditors’
are more costly in comparison to outsourced auditors and that some auditors fear from
“retaliation” when reporting fraud related to management and seem less independent
(Salameh, 2011).
Another likely CSF is organisational learning in the context of fraud vulnerabilities

through access to historical lessons learnt. Ganesan (2009) stated, “the open nature of
the Internet, transaction security is likely to emerge as the biggest concern among the e-
bank’s account holders”. Signs agreeing with this argument already exist as Roberds
(1998) exposes factors from historical lessons learnt where inadequate security
measures had led to fraud in retail payment methods. An example was given where
cloning that resulted in losses of at least $600 million could beat a store’s value cards
encryption. Research by Ganesan (2009) reiterates the importance of protecting

customer data via encryption and recommends a hybrid model with a hyperelliptic curve
cryptosystem to perform the encryption and decryption processes.
An additional security measure that builds on encryption is encouraging the use of

agencies that become intermediaries between the customer and banks. Such scenarios
help support confidentiality, integrity, and authentication interactions (Tan, 2003) as
transactions are not directly linked to the banks systems.
The tables below summarise the factors along with their sources and have been
categorised into strategic, managerial, operational and technical factors.
Strategic Factors
Factor Reference to Previous Research
Communication & Timely access to information to (Shah et al, 2012), (Koskosas 2011), (Sidden,
empower management decision making 2005)
Mitigation of consumer vulnerability to fraud by (Somers and Nelson, 2001); (Summer, 1999)
providing adequate Consumer Education (Choplin, 2011)
Awareness of Socio-Economic climate Igwe (2011) (Cecil Eng et al. 2007)
Engaging Consultants/Specialists (Somers and Nelson, 2001;)
Organisation learning for fraud prevention (Roberds 1998)
Adaptive Policies, Procedures and Controls (Titrade, Ciolacu, & Pavel 2000)
Use of specialist third parties for online (Tan, 2003 24)

transactions to enhance confidentiality.
Using historical data to determine probability of (Fedrizzi, 2004)

fraud during each transaction
Table 3: Summary of Strategic Factors for E-Banking Fraud Prevention
Managerial Factors
Financial Resources (Gargeya and Brady, 2005); (AbuAli and Abu-
Addose, 2010), (Koskosas 2011)
Management and Employees Readiness to (Somers and Nelson, 2001); (Shah et al, 2012);
Change (AbuAli and Abu-Addose, 2010), (Koskosas 2011)
Top Management Support (Sommers and Nelson, 2001), (Koskosas 2011)
Change Management as above (Shah et al, 2012); (Somers and Nelson, 2001);
Ensure Adequate Resources (Shah et al, 2012), (Koskosas 2011)
Careful Organisational Change (Shah et al, 2012);
Table 4: Summary of Managerial Factors for E-Banking Fraud Prevention
Operational Factors
Internal Audit in Banks (Salameh, 2011)
Strict Customer Data Protection (Rizzardi, 2008)
Security Specialist Team (Shah et al, 2012)

Strict Internal Controls (Sidden, 2005)
Responsive customer service (Shah et al, 2012)
Regular internal audits Coram et al (2008)
Table 5: Summary of Operational Factors for E-Banking Fraud Prevention
Technical Factors
Strengthening of Authentication Systems using (Lin et al 1997) (Walker and Shearer 2009) (Clarke
Biometrics and Furnell 2007) (Revett et al 2005) (Bleha et al
1990)
Data Encryption (Shah et al, 2012), (Ganesan & Vivekanandan
2009), (Roberds 1998)
Scalability of Security System (Moskovitch, 2009)
Low System Administration (Vandommele, 2010)
Authentication solutions being economically viable (Murdoch, 2010 )
User Friendliness (Vandommele, 2010)
Integration of Solutions (Shah et al, 2012)
Table 6: Summary of Technical Factors for E-Banking Fraud Prevention
Although there are similarities in factors relating to securing electronic services across
industries, inevitably there will also be factors specific to e-banking. Gibson (2011)
argued that CSFs for the banking industry are different, particularly in the case of
security. Although the review of various literature has exposed factors that could prove
critical in improving fraud prevention systems, additional work needs to be done to
understand whether the factors are critical to e-banking fraud prevention.
CONCLUSION
Security issues are major barriers to internet banking and e-commerce activities among
consumers (Khasawneh, 2009) with fraud highlighted as an important risk associated
with payments systems (Roberds, 1998). To secure an e-banking system, IBM placed
emphasis on defining clear objectives. This is achieved by understanding the business
goals, objectives and critical success factors when planning the security strategy, as well
as the impact on the business if they are not achieved (International Business Machines
(IBM), 2001). There has been minimal research related to organisations experience on
fraud prevention and the critical success factors for e-banking fraud prevention
measures. Hence the factors that have been identified require further investigation to
understand their criticality.
Beyond technology, other effective ways to control security risks need to be

administered. This can be achieved by having adaptive policies, procedures and controls
(Titrade, 2000). The issue of communication was found to play an important role in e-
banking security in addition to organizational flexibility, availability of resources, e-
banking project alignment, support from top management, information transparency and
security knowledge and awareness (Koskosas, 2011). This compliments results from the
work of Akindele (2011) where it was found that lack of adequate training, inadequate
communication, and weak leadership styles of supervisors and managers as all causes
of fraud. In the UK, online banking has witnessed upto a 32% decline in fraud and this
has been attributed to increased customer awareness and fraud detection software in
banks (UK Fraud Action, 2010). Therefore indicating that beyond the technological
aspects, there is significant impact from customer awareness and exposure to fraud
JIBC August 2013, Vol. 18, No.2 - 10 -
precautionary measures.
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Journal of Internet Banking and Commerce

Critical Success Factors for Preventing e-Banking Fraud

MAHMOOD HUSSAIN SHAH, PhD

Keywords: E-Banking; E-banking Frauds Prevention; Internet Banking Security; Fraud

© Ahmad Kabir Usman and Mahmood Hussain Shah, 2013

Systematic Literature Review

as the review evolved rather than predetermined linear search strategies as

E-BANKING SECURITY CHALLENGES

Critical Success Factors

Critical Factors for Fraud Prevention

Fraud Prevention Measure Reference to literature

2 Fraud Prevention Software (Sherman, 2002 )(Sharer, 2004)

Technological Factors Reference to Previous Research

Another likely CSF is organisational learning in the context of fraud vulnerabilities

encryption. Research by Ganesan (2009) reiterates the importance of protecting

An additional security measure that builds on encryption is encouraging the use of

Awareness of Socio-Economic climate Igwe (2011) (Cecil Eng et al. 2007)

Engaging Consultants/Specialists (Somers and Nelson, 2001;)

Organisation learning for fraud prevention (Roberds 1998)

Use of specialist third parties for online (Tan, 2003 24)

Using historical data to determine probability of (Fedrizzi, 2004)

Table 3: Summary of Strategic Factors for E-Banking Fraud Prevention

Security Specialist Team (Shah et al, 2012)

Beyond technology, other effective ways to control security risks need to be

Herzberg, A. (2003). Payments and banking with mobile personal devices.

http://dl.acm.org/citation.cfm?id=1706455 > [Accessed 20 March 2012]

http://www.tlsi.net/articles/Newsweek%20_061002.pdf> [Accessed 15 April 2013]

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