Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Abstract Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

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Analysis of Factors Influencing Intensity Use of Mobile Banking Islamic Bank

International Journal of Research and Review ◽

10.52403/ijrr.20211156 ◽

2021 ◽

Vol 8 (11) ◽

pp. 441-449

Author(s):

Sutarminingsih . ◽

Lukman M Baga ◽

Imam Teguh Saptono

Keyword(s):

Perceived Risk ◽

Online Shopping ◽

Ease Of Use ◽

Perceived Usefulness ◽

Mobile Banking ◽

Banking Services ◽

Service Strategy ◽

Islamic Bank ◽

Banking Service ◽

Internet Users

The development of internet users and technology has influenced the banking industry to transform its services towards digital. XYZ Sharia Bank is one of the banks that implements a digital banking service strategy through mobile banking. The purpose of this study is to describe the characteristics of mobile banking users, then analyze what influences the behavioral intentions of users in increasing the intensity of mobile banking use, and provide recommendations for development strategies for Islamic Bank XYZ to increase the intensity of mobile banking use. The results of this study qualitatively indicate that the characteristics of XYZ Islamic Bank mobile banking users are dominated by millennial generation males. XYZ Syariah Bank is the choice for mobile banking services because of its practical and flexible use. In addition to general banking transactions, XYZ Syariah Bank mobile banking is also an option because it provides services to complement people's lifestyles, namely for digital wallet refills, online shopping payments through the marketplace/e-commerce. The results of the research quantitatively indicate that all of the variables studied, namely perceived usefulness, ease of use, interaction needs, perceived risk, perceived cost of use, trustworthiness, credibility, and compatibility with lifestyle and needs have a significant influence on the intensity of using Islamic Bank mobile banking XYZ, where the biggest factor in influencing the intensity of the use of XYZ Islamic Bank's mobile banking is compatibility with lifestyle and needs. Keywords: Digital Banking, Mobile Banking, Intensity of Using, Sharia Bank.

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Monitoring the Quality of Services in Electronic Banking

Journal of Central Banking Theory and Practice ◽

10.1515/jcbtp-2016-0022 ◽

2016 ◽

Vol 5 (3) ◽

pp. 99-119 ◽

Cited By ~ 2

Author(s):

Radislav Jovovic ◽

Elvis Lekic ◽

Miroslav Jovovic

Keyword(s):

Theoretical Model ◽

Quantitative Research ◽

Theoretical Models ◽

Quality Of Services ◽

Electronic Banking ◽

Significant Information ◽

Time Activity ◽

Banking Services ◽

Quantitative Research Methods

Abstract Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument) for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

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Breakfast frequency among adolescents: associations with measures of family functioning

Public Health Nutrition ◽

10.1017/s1368980016000112 ◽

2016 ◽

Vol 19 (9) ◽

pp. 1552-1564 ◽

Cited By ~ 3

Author(s):

Trine Pagh Pedersen ◽

Bjørn E Holstein ◽

Mogens Trab Damsgaard ◽

Mette Rasmussen

Keyword(s):

Family Functioning ◽

Family Structure ◽

Family Support ◽

Family Communication ◽

Sociodemographic Factors ◽

Joint Effect ◽

Three Dimensions ◽

Cross Sectional ◽

Low Level

AbstractObjectiveTo investigate (i) associations between adolescents’ frequency of breakfast and family functioning (close relations to parents, quality of family communication and family support) and (ii) if any observed associations between breakfast frequency and family functioning vary by sociodemographic factors.DesignSchool-based cross-sectional study. Students completed a web-based questionnaire. Associations were estimated by multilevel multivariate logistic regression.SettingDanish arm of the Health Behaviour in School-aged Children study, 2014.SubjectsAdolescents aged 13 and 15 years (n3054) from a random sample of forty-one schools.ResultsNearly one-quarter of the adolescents had low breakfast frequency. Low breakfast frequency was associated with low family functioning measured by three dimensions. The OR (95 % CI) of low breakfast frequency was 1·81 (1·40, 2·33) for adolescents who reported no close relations to parents, 2·28 (1·61, 3·22) for adolescents who reported low level of quality of family communication and 2·09 (1·39, 3·15) for adolescents who reported low level of family support. Joint effect analyses suggested that the odds of low breakfast frequency among adolescents with low family functioning compared with high family functioning were highest among adolescents being girls, immigrants and living in other than a traditional family structure.ConclusionsLow breakfast frequency was associated with low family functioning measured by close relations to parents, quality of family communication and family support. Further, analyses suggested that the associations were more pronounced among girls, immigrants and adolescents from other family structure than traditional. The study highlights the importance of the family setting in promoting regular breakfast frequency among adolescents.

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Measuring the satisfaction of employees based on the service quality of (ATM) Automated Teller Machine of the directorate of education in Thi Qar province: قياس رضا الموظفين بناء على جودة الخدمة لماكينة الصرف الآلي (ATM) لمديرية التربية والتعليم في محافظة ذي قار-العراق

Journal of engineering sciences and information technology - مجلة العلوم الهندسية و تكنولوجيا المعلومات ◽

10.26389/ajsrp.r140920 ◽

2020 ◽

Vol 4 (4) ◽

Author(s):

Mohammed Jaber Farhan

Keyword(s):

Service Quality ◽

Employee Satisfaction ◽

Pearson Correlation ◽

Ease Of Use ◽

Survey Method ◽

Quality Factors ◽

Explanatory Variables ◽

Security Issues ◽

Automated Teller Machine

The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.

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Analysis of Suplly and Demand for Electronic Banking Services in the South Bačka Region

Economic Themes ◽

10.2478/ethemes-2020-0008 ◽

2020 ◽

Vol 58 (1) ◽

pp. 131-148

Author(s):

Marija Vuković ◽

Dejana Martinov ◽

Željana Mazić

Keyword(s):

Commercial Banks ◽

Statistical Processing ◽

The Other ◽

Survey Method ◽

Electronic Banking ◽

The South ◽

Banking Services ◽

The Subject ◽

The Republic ◽

The Empirical Analysis

AbstractThe subject of this paper is the research of the electronic banking services market in the South Bačka region. The aim of this paper is to systematise the supply of services by commercial banks. On the other hand, the aim of the paper is to evaluate the extent to which citizens use electronic banking services. The research methodology includes the application of the analytical method to the evaluation of the banking sector’s supply of services, the survey method and the statistical processing of data in the empirical analysis of demand. The results of the research showed that there is a rich offer of electronic banking services in the Republic of Serbia and that it is widely accepted.

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Critical Factors Influencing the Behavioral Intention of Consumers towards Mobile Banking in Malaysia

Engineering, Technology & Applied Science Research ◽

10.48084/etasr.3320 ◽

2020 ◽

Vol 10 (1) ◽

pp. 5265-5269

Author(s):

Z. U. Rehman ◽

F. A. Shaikh

Keyword(s):

Technology Acceptance ◽

Behavioral Intention ◽

Perceived Risk ◽

Negative Relationship ◽

Ease Of Use ◽

Perceived Usefulness ◽

Equation Modeling ◽

Mobile Banking ◽

Critical Factors ◽

Banking Services

Mobile banking services are widely adopted in developed and developing countries, while their adoption by Malaysian consumers is relatively low. The effective adoption of mobile banking mostly depends on consumers. This study’s objective was to examine the factors that influence Malaysian customers’ behavioral intention toward mobile banking. A detailed literature review was conducted in order to identify the critical factors that affect mobile banking users. The research model was based on the Technology Acceptance Model, investigating the additionally perceived risk. Primary data were collected from 384 generation Y bank customers. Structure equation modeling through Smart-PLS was used for data analysis. Results revealed that consumers’ behavioral intention was significantly and positively influenced by perceived usefulness and ease of use, while a significant negative relationship was found between consumers’ behavioral intention and perceived risk. The findings also revealed a mediating relationship of attitude between perceived usefulness, ease of use and risk, and behavioral intention to use mobile banking. The study provides appropriate guidelines to Malaysian banks and mobile banking application developers for the effective implementation and design of mobile banking services.

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Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-03-2019-0047 ◽

2019 ◽

Vol 11 (4) ◽

pp. 576-587 ◽

Cited By ~ 4

Author(s):

Ιoannis Tzavlopoulos ◽

Katerina Gotzamani ◽

Andreas Andronikidis ◽

Chris Vassiliadis

Keyword(s):

Path Analysis ◽

Customer Loyalty ◽

Perceived Risk ◽

Perceived Value ◽

Perceived Quality ◽

Ease Of Use ◽

Future Research ◽

Content Type ◽

The Impact

Purpose The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty. Design/methodology/approach Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable. Findings The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty. Research limitations/implications In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability. Practical implications Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis. Social implications Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical. Originality/value The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.

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Customer Perception towards Adoption of e-banking Services in Kathmandu: A Survey of Business School Students

Journal of Business and Social Sciences Research ◽

10.3126/jbssr.v4i1.28995 ◽

2019 ◽

Vol 4 (1) ◽

pp. 13-26

Author(s):

Arhan Sthapit ◽

Nirmal Bajracharya

Keyword(s):

Technology Acceptance ◽

Perceived Risk ◽

Business School ◽

Business Students ◽

Ease Of Use ◽

Perceived Usefulness ◽

Primary Data ◽

School Students ◽

Banking Services ◽

Customer Perception

This paper aims to examine the association between the perception of business school students and their adoption of e-banking services. This study integrates Technology Acceptance Model (TAM) and perceived risk to explain the adoption of e-banking. The study measures customer perception towards the adoption of e-banking services in terms of a) perceived usefulness, b) ease of use and c) perceived risks. Based on descriptive and causal research designs, the study made use of primary data collected through a structured questionnaire surveyed successfully on 159 business school students. By using descriptive statistics, t-test, correlation and regression, the study discovered that customer perception of usefulness, ease of use and risks have impacted on the adoption and use of e-banking services. Among the three perception variables measured, perceived usefulness made the strongest influence on business students’ adoption of e-banking in Kathmandu. The study findings should prove instrumental in formulating e-banking strategies targeted at Generation Z (Post-Millennials or iGeneration) and Millennials.

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