Role of Trust and Service Quality in E-Banking

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Shiffu Abrol
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Work Load ◽  
Online Banking ◽  
Public And Private ◽  
Banking Services ◽  
Bank Managers ◽  
Public And Private Sector ◽  
Financial Transactions

Online banking or e-banking refers to doing banking by using technologies like Internet for checking account balances, transferring money from one account to another or paying bills of different utilities by sitting anywhere through just a click. It enables access to banking transactions more conveniently and economically and is available 24×7. After the availability of Internet, e-banking services are now conducted through a secure website operated by local banks and include online enquiry, e-payments, e-transfer etc. Thus, the objective of this paper is to measure the role of trust and service quality in generating customer satisfaction. The data for the study were collected from 144 bank managers of both public and private sector banks operating in Jammu city and has been analyzed by factor analysis and regression analysis. The findings of the study revealed that majority of the bank managers are happy with their banks for providing such innovative services to their customers which reduces their work load and provide better opportunities to their clients for managing financial transactions.

The Effect of eWOM on E-Loyalty

2020 ◽  
Vol 11 (3) ◽  
pp. 82-100
Author(s):  
Haneen Hasan ◽  
Hani H. Al-Dmour ◽  
Rand H. Al-Dmour
Keyword(s):  
Regression Analysis ◽  
Content Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Word Of Mouth ◽  
Online Banking ◽  
Valuable Contribution ◽  
Banking Services ◽  
The Relationship

This article examines how the electronic word of mouth (eWOM) influences customer e-loyalty in the context of online banking and the role of e-satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 352 mobile customers banking services in Jordan. Using multiple regression analysis, the empirical results suggested that e-WOM has a positive and significant on e-loyalty. Also, e-satisfaction is partially mediating the relationship between e-WOM and e-loyalty. These findings represent a valuable contribution to the bank's eWOM, and customer e-loyalty and e-satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their eWOM and customer e-satisfaction in order to enhance their customer's e-loyalty

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

scholarly journals Service Quality Analysis of Banks in Rajasthan Post Financial Inclusion Program

2021 ◽  
Vol 18 ◽  
pp. 396-401
Author(s):  
Shailja Khanduri
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Banking Sector ◽  
Financial Inclusion ◽  
Quality Analysis ◽  
Indian Government ◽  
Public And Private ◽  
Reliability Factor ◽  
Indian Banks ◽  
Public And Private Sector

This study applies SERVQUAL analysis to measure the service quality offered by Indian banking sector in the Indian state of Rajasthan. This study was performed 5 years after the launch of national mission for financial inclusion by Indian government. Both the public and private sector banks were incorporated in the study. Respondents are mostly from the urban background spread over various cities in Rajasthan. The dimensions studied are tangibility, reliability, responsiveness, assurance and empathy. The average SERVQUAL score was found to be -0.189 and the results reveal about 95.22% customers’ expectations were met. The empathy factor satisfying customers’ expectations (99.28%) shows the tremendous quality of personal handling in Indian banks service sector, while the lowest score on the reliability factor (89.63%) gives an idea of customer’s concerns regarding reliability of services in Indian banking sector. Overall, the present study finds that Indian urban banks average performance vis-à-vis the five service quality dimensions is quite satisfactory

General Prospects and Contending Issues in Malaysian ICT Policy

2014 ◽  
pp. 230-249
Keyword(s):  
Innovation Policy ◽  
Internet Technology ◽  
Public And Private ◽  
Knowledge Based ◽  
Role Of The State ◽  
Knowledge Based Economy ◽  
Digital Gap ◽  
Public And Private Sector ◽  
Trade And Investment

Malaysia was one of the early adopters of Internet technology to steer innovation policy in a direction that is making the country become a knowledge-based economy. This notion of knowledge-based economy driven by ICT is best exemplified by the borderless connectivity, interactivity, and networking. Since the middle of 1990s, there have been gradual but systematic public and private sector initiatives towards ICT agenda with the prominent role of the state. This chapter aims to unpack ICT developments and examine the implications of the post-MSC formation for Malaysia and its associated issues and challenges. Second, the discussion provides an overview of MSC performance and its importance for enhancing growth, trade, and investment; reducing the digital gap; nurturing innovation; and achieving more inclusive societies. Third, some issues and challenges in MSC development are also highlighted.

The Relationship between Disability Non-Discrimination Law and Quota Schemes

2019 ◽  
pp. 94-117
Author(s):  
Lisa Waddington
Keyword(s):  
Public Sector ◽  
Common Law ◽  
Civil Law ◽  
People With Disabilities ◽  
Public And Private ◽  
The Public ◽  
The Common ◽  
Public And Private Sector ◽  
The Relationship

This chapter explores the relationship between disability quota schemes and non-discrimination law in Europe. While at first sight they seem to sit uneasily beside each other, the chapter reveals how, in some instances, quota schemes can serve to facilitate compliance with non-discrimination legislation. At the same time, the chapter explores seeming incompatibilities between the two approaches and considers whether there are differences between common and civil law jurisdictions in this respect. Tentative conclusions suggest that there is a greater willingness to establish quota schemes through legislation in civil law jurisdictions compared to common law jurisdictions, and that quota schemes in civil law jurisdictions are more likely to provide for the imposition of a levy in the case that employers fail to meet their quota obligations through employing the required number of people with disabilities. There also seems to be some indication that there is greater awareness of the potential for conflict or tension, in various forms, between non-discrimination law and quota schemes in common law jurisdictions than in civil law jurisdictions. Finally, the two schemes operating in the common law states are only applicable to the public sector—whilst in civil law states quotas are generally applied to both public and private sector employers. This may indicate different perceptions regarding the role of public sector employers and the legitimacy of imposing quota requirements.

Role of Urban Big Data in Travel Behavior Research

2020 ◽  
pp. 036119812097502
Author(s):  
Chihuangji Wang ◽  
Daniel Baldwin Hess
Keyword(s):  
Big Data ◽  
Survey Data ◽  
Travel Behavior ◽  
Data Science ◽  
Location Based Service ◽  
Labor Costs ◽  
Public And Private ◽  
Public And Private Sector ◽  
Data Analytic

Understanding urban travel behavior (TB) is critical for advancing urban transportation planning practice and scholarship; however, traditional survey data is expensive (because of labor costs) and error-prone. With advances in data collection techniques and data analytic approaches, urban big data (UBD) is currently generated at an unprecedented scale in relation to volume, variety, and speed, producing new possibilities for applying UBD for TB research. A review of more than 50 scholarly articles confirms the remarkable and expanding role of UBD in TB research and its advantages over traditional survey data. Using this body of published work, a typology is developed of four key types of UBD—social media, GPS log, mobile phone/location-based service, and smart card—focusing on the features and applications of each type in the context of TB research. This paper discusses in significant detail the opportunities and challenges in the use of UBD from three perspectives: conceptual, methodological, and political. The paper concludes with recommendations for researchers to develop data science knowledge and programming skills for analysis of UBD, for public and private sector agencies to cooperate on the collection and sharing of UBD, and for legislators to enforce data security and confidentiality. UBD offers both researchers and practitioners opportunities to capture urban phenomena and deepen knowledge about the TB of individuals.

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