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This study was motivated by the increasing number of cyber threats to the security of Internet Banking (IB) which is a vital component of banking services in Thailand. The study examined the importance of 75 human-centered issues which were derived from previous studies representing the customer-side of IB security in Thailand. Human-centered issues have received relatively little attention in relation to IB security where the focus has been mainly on system-centered concerns and security technologies. The 75 human-centered issues are organized into three categories representing the perspectives of: the bank; the customer; and the attacker. Data was collected by questionnaire from a sample of 91 IB security professionals including 46 working at the operational level of IB and 45 working at the managerial and policy level. The responses from these two groups were analyzed and compared. The 75 human-centered issues examined in the study represent a very satisfactory theoretical framework which could be used in further studies. Practical implications of the findings are identified for those who are involved with IB security as well as others who are concerned with human-centered issues related to the customer-side of security regarding finances, transactions, and the confidentiality and privacy of information in the context of IB.
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