Internet banking market performance: Turkey versus the UK

Purpose - The purpose of this paper is to compare and evaluate the internet banking services of Turkey and the UK. Design/methodology/approach - The paper is based on an exploratory research for a sample of nine banks from each country, a web survey is conducted to collect data for each internet bank using an analytical framework based on a three dimensional model. Findings - It is found that Turkish banks offer a wider range of services from their internet branches compared to British banks, despite the fact that the UK has a more favourable environment for internet banking in terms of the level of sophistication of its banking sector and technological infrastructure. Furthermore, a key difference is observed in the approaches of banks towards the issue of "security". Research limitations/implications - The findings of this paper are reached by the use of a simplified model that only focuses on the transaction side of internet banking. Therefore, further research could encompass other aspects from the provider's perspective of the internet banking environment within a refined model. Practical implications - The paper suggests that there is a fundamental difference in the banks' approaches to dealing with security problems and insights can be gained from cross-country peer group analysis. Furthermore, the study assists researchers and practitioners to evaluate and build upon their e-business provision. Originality/value - The paper is the first of its kind, that the authors are aware of, to conduct a cross-country analysis of internet banking services.