Customer Perception Towards Online Banking

2022 ◽  
Author(s):  
Sakshi Vig ◽  
Arpita Gupta ◽  
Jugal Kishore Goyal
Keyword(s):  
Online Banking ◽  
Customer Perception

scholarly journals Analysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services

2021 ◽  
Vol 12 (2) ◽  
pp. 2421-2427
Author(s):  
Rohit Mahajan , Et. al.
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Online Banking ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Banking Services ◽  
Customer Perception ◽  
Cronbach's Alpha ◽  
Banking Service

Qualities of service act as significant in the competition, putting effect upon customer’s satisfaction. This research aims for assessing how service quality puts impact customers’ satisfaction in the online banking service.  E-SERVQUAL with dimensions: efficiency, fulfillment, security, quick responses and easiness to use has been utilized to assess services’ qualities of service rendered by bank over internet. The pilot’s study was done with 33 responses and cronbach’s alpha was 0.882, which shows that  the collected data is valid. A questionnaire comprising of 23 statements was made and 262 responses were analyzed by doing EFA through SPSSv21 and CFA & Structural Equation Modeling using SPPS AMOS 21.  

scholarly journals Customer Perception towards Online Banking Service Quality – With Reference to Public Sector Banks

2020 ◽  
Vol 8 (4S4) ◽  
pp. 269-272
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Research Study ◽  
Research Problem ◽  
Online Banking ◽  
Exploratory Research ◽  
Customer Perception ◽  
Quality Perception ◽  
Banking Service ◽  
Chennai City

This research study was aimed to explore the customer perception towards online banking adoption in Chennai city. This research study was adopted empirical and exploratory research design and structured questionnaire was used to gather the primary information from the public sector bank customers. The data collected were analysed with the help of PSPP software and statistical tools such as, percentage analysis, descriptive statistics, and multiple regression analysis has been applied to draw meaningful solutions to the research problem. The empirical evidences reveal that youngsters have higher online banking service quality perception as compared to elderly peoples. Those who are earning more income and having good occupation have higher online banking service quality perception as compared to other income and occupation groups. Public sector bank customers those who are using online banking practices before demonetization have higher service quality perception in online banking as compared to users started using aftermath of demonetisation.

Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

Internet Navigation Skills for Financial Management: Associations with Age, Neurocognitive Performance, and Functional Capacity

2020 ◽  
Author(s):  
Samina Rahman ◽  
Victoria Kordovski ◽  
Savanna Tierney ◽  
Steven Paul Woods
Keyword(s):  
Older Adults ◽  
Functional Capacity ◽  
Financial Management ◽  
Internet Banking ◽  
Online Banking ◽  
Neurocognitive Performance ◽  
Younger Adults ◽  
Neurocognitive Functions ◽  
Age Related ◽  
Use Factors

Objective: Online banking is becoming increasingly common among older adults, whomay experience difficulties effectively navigating this instrumental technology. Thisstudy examined age effects on a performance-based Internet banking task and itsassociation with neurocognitive ability and functional capacity in older and youngeradults. Method: Thirty-five older adults and 50 younger adults completed anexperimenter-controlled online banking measure in which they independentlyperformed a series of naturalistic financial tasks (e.g., account transfers, bill paying).Participants also completed a standardized battery of neuropsychological tests andmeasures of functional capacity. Results: Older adults were markedly slower and lessaccurate in completing the Internet-based banking task, which was not confounded byother demographic, mood, or computer use factors. Higher scores on measures ofneurocognition and financial functional capacity were both strongly associated withhigher Internet-based banking task accuracy scores and quicker completion times inthe older, but not the younger adults. Conclusions: Findings suggest that older adultsexperience difficultly quickly and accurately navigating online banking platforms, whichmay be partly related to age-related declines in neurocognitive functions and basicfinancial capacity. Future studies might examine whether neurocognitive approaches toremediation and compensation can be used to improve online banking capacity inolder adults.

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