On the other hand, while corporate customers are fairly well aware of benefits, and benefits do contribute
toward adoption, Thai banks also face the key barrier of customer trust in web-based service delivery via the Internet
channel. Corporate customers are concerned about security and reliability of transactions via the Internet
(Rotchanakitumnuai and Speece, 2003). Given the moderately positive views of benefits even among non-adopters,
it is likely that non-adopters need more support and communication to reassure them of security and reliability of the
Internet banking system in order to relieve negative perceptions about electronic service via the Internet channel.
The other barriers do not seem to be key factors inhibiting adoption – most firms feel that they have sufficient IT
resources and capabilities. Most think the legal system is weak for handling Internet transactions, but companies
seem able to adapt to this – they are probably used to relying on their strong interpersonal relationships rather than
legal codes anyway. Getting customers to use the Internet is more about building trust between companies, not
about waiting for trust in the legal system to develop.