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.