Contents:

1 Introduction 2 Barriers to Internet Banking 3 Internet Banking Security Satisfaction and Concerns 3.1 Satisfaction with Internet Banking Security 3.2 Internet Banking Security Perceptions 3.2 Responding to Internet Banking Fraud Victimization 3.3 Protection Against Falling Victim to Internet Banking Fraud 4 Internet Banking Security Risk Communications Figure Index Figure 1: Reasons for not banking over the Internet. Findings based on US online adults who do not bank over the Internet, n=283. Multiple responses permitted. Figure 2: Important security-related reasons for not banking over the Internet. Findings based on US online adults who do not bank over the Internet due to being concerned about security risks, n=179. Multiple responses permitted. Figure 3: Important non security-related reasons for not banking over the Internet. Findings based on US online adults who do not bank over the Internet due to other reasons than security, n=115. Multiple responses permitted. Figure 4: Satisfaction with security measures respondents currently have to go through to do their banking over the Internet. Findings based on US online adults who bank over the Internet at present, n=579. Figure 5: Perceived necessity of financial institutions improving Internet banking security. Findings based on US online adults who bank over the Internet at present, n=579. Figure 6: Level of concern about selected situations that relate to Internet banking security. Findings based on US online adults who bank over the Internet at present, n=579. Figure 7: Changes in level of concern regarding those kinds of frauds in the last 12 months. Findings based on US online adults who bank over the Internet at present, n=579. Figure 8: Coded responses to who customers address to when they realize they may have fallen victim to Internet fraud. Findings based on US online adults offering a response to this question who bank over the Internet at present, n=542. Figure 9: Coded responses to communication channels customers use to report about Internet frauds they may have fallen victim to. Findings based on US online adults offering a response to this question who bank over the Internet at present, n=542. Figure 10: Coded responses to customers' personal attempts to protect themselves better against security risks related to Internet Banking. Findings based on US online adults offering a response to this question who bank over the Internet at present, n=542. Figure 11: Level of customers' willingness to consider selected options to improve Internet banking security. Findings based on US online adults who bank over the Internet at present, n=579. Figure 12: Knowledge about amount of security information that is provided by the respondent's financial institution. Findings based on US online adults who bank over the Internet at present, n=579. Figure 13: Satisfaction with security information provided by the respondent's financial institution. Findings based on US online adults who bank over the Internet at present, n=579. Figure 14: Customers' Interest in learning more about security risks that relate to Internet banking and how they can protect themselves better. Findings based on US online adults who bank over the Internet at present, n=579. Figure 15: Preferred communication channels for receiving more security information from financial institutions. Findings based on US online adults who bank over the Internet and indicated to be interested in learning more, n=394. Multiple responses permitted.