scholarly journals Customer Adoption of Internet Banking: An Empirical Investigation in Taiwanese Banking Context

2012 ◽  
Vol 4 (11) ◽  
pp. 570-582 ◽  
Author(s):  
Chao Chao Chuang
Keyword(s):  
Service Quality ◽  
Market Share ◽  
Empirical Investigation ◽  
Internet Banking ◽  
Security And Privacy ◽  
Banking Services ◽  
Banking Service ◽  
Bank Managers ◽  
Specific Factors ◽  
Internet Banking Services

In these days, banks work hard to attract consumers and keep their market share by providing them with more innovative services through Internet banking. Banking services are now just at the distance of one click from the mouse. The purpose of this paper is to explore how and why specific factors affect adoption of Internet banking in Taiwan context. The findings suggest six identified factors are significant in respect of customers’ adoption of Internet banking services. Convenience, accessibility and feature availability are the main motivators for consumers to use Internet banking service. Results also reveal that security and privacy play important roles in discouraging the customers to use Internet banking services. Conclusions and managerial suggestions are proposed to provide a practical contribution for bank managers to better understand customers’ perception of e-banking service quality and enhance customers’ adoption rates.

scholarly journals PENGARUH E-SERQUAL TERHADAP COMMITMENT DAN SATISFACTION SEBAGAI VARIABEL INTERVENING “KASUS PENGGUNA E-BANKING DI KOTA PADANG”

2020 ◽  
Vol 22 (1) ◽  
Author(s):  
Wirda Yaniariza ◽  
Syafrizal Syafrizal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Model ◽  
Website Design ◽  
Financial Service Authority ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

In this digital edge, Indonesian Financial Service Authority (OJK) has encouraged bank industry to develop internet banking services. This service has changed the way customer interact with the bank from face to face interaction to online interaction. The development of this internet banking services have triggered marketing researcher to investigate how this service can influence customer satisfaction and commitment.  This study aims to examine the effect of internet banking service quality on customer satisfaction and commitment. A questionnaire survey has conducted to 130 bank customer’s in Padang. Research instruments of this study have been adapted from many previous studies. Structural Equation Model analysis technique has been used to analyze the data of this research. The result of this study found that the dimension of internet banking service quality such as easy to use, website design, privacy, responsiveness, efficiency and reliability have significant effect on customer satisfaction. Furthermore, it was found that customer satisfaction has significant effect on customer commitment.Keywords: Commitment, Stisfaction, E-Banking

Investigating determinants of competitiveness of the retail banking service in Vietnam: a customer approach

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nguyen Dac Thanh ◽  
Luu Thi Thuy Duong ◽  
Nguyen Huu That ◽  
◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Distribution Channels ◽  
Retail Banking ◽  
Banking Services ◽  
Banking Service ◽  
Specific Factors ◽  
Big Cities ◽  
The Impact

This study is conducted to clarify the impact of the factors on the competitiveness of retail banking services in Vietnam’s commercial banks from the customer’s approach. The hypothesis in this paper is proposed that the competitiveness of retail banking services is related to the following factors: service quality, fees, distribution channels, promotion activities, and brand. The data is used from the survey conducted by 438 individual customers who have been using retail banking services in Vietnam’s big cities. This paper shows that the specific factors which are positively impact the competitiveness of retail banking services in Vietnam can be seen as prices (service fees), promotion activities, brand and distribution channels and service quality. The findings in this research could be an academic basis towards the improvement of the policies for retail banking services in Vietnam.

scholarly journals Measuring Internet Banking Service Quality in India: An Empirical Study

2014 ◽  
Vol 3 (1) ◽  
pp. 21-35
Author(s):  
Syed Shahzeb Saleem ◽  
Mohammad Adil
Keyword(s):  
Service Quality ◽  
Key Management ◽  
Internal Consistency Reliability ◽  
Internet Banking ◽  
Service Industries ◽  
Management Activity ◽  
Banking Service ◽  
Gender And Age ◽  
Significant Difference ◽  
Internet Banking Services

The measurement of Internet banking services is a key management activity that provides information necessary for making effective decisions, monitoring performance, and allocating resources effectively. In this context, the E-S-QUAL scale is widely used to measure service quality in various service industries. This study attempts to measure Internet banking service quality in India based on data collected from a sample of 274 respondents through nonprobability-based convenience sampling. In order to test the reliability of the scale and determine if there are significant differences between respondents’ demographic variables and factors related to E-S-QUAL, we employ Cronbach’s alpha (reliability test), the t-test, ANOVA, and correlation analysis. Our preliminary analysis indicates that, in terms of internal consistency/reliability, the E-S-QUAL (when applied to India) performs just as a scale measuring service quality should. The findings suggest there are no significant differences across respondents relating to gender and age, but there is a significant difference where income is concerned. There is a high and strong level of correlation between the factors of service quality.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

Generations X and Y’s Adoption of Internet and Internet Banking in Nigeria

2012 ◽  
Vol 2 (4) ◽  
pp. 68-82 ◽  
Author(s):  
Edwin Agwu
Keyword(s):  
Generation X ◽  
Generation Y ◽  
New Technologies ◽  
Internet Banking ◽  
Security And Privacy ◽  
Banking Services ◽  
Internet Users ◽  
Frequent Use ◽  
Use Of The Internet ◽  
Internet Banking Services

Recent surveys show that more than 65% of internet users in Nigeria are between 18 – 46 years old. However, evidence from previous research stressed that as opposed to generation X, generation Y are more likely to adopt new technologies. This paper examined the use of internet and internet banking by two different generations in the Nigeria context. Students and young graduates who occupy these ladders were used as subjects of the research. Two hundred and thirty students (generations X and Y) were sampled. Findings revealed that both generations within the Nigerian context are technologically inclined; however, certain factors serve as barriers to their adoption of internet banking services as opposed to their frequent use of the internet for other purposes. Risks, security and privacy, dearth of telecommunication infrastructures, and poor state of the Nigerian economy were found to be barriers within the data analyzed. This research contends that the Nigerian government and the financial institutions must address the barriers to make for a full adoption of internet banking services and proposes the relationship marketing of these generations, especially generation Y as potential users of the bank and its services.

scholarly journals Investigating Factors that affecting the Continued use of Internet Banking: Case Study of Libya

2013 ◽  
Vol 5 (7) ◽  
pp. 313-323
Author(s):  
Ali Rfieda
Keyword(s):  
Internet Banking ◽  
Customer Relationship ◽  
Banking Services ◽  
Banking Service ◽  
Continued Use ◽  
Banking Strategy ◽  
Use Of Internet ◽  
Internet Banking Services

After technological progress and in particular the development of internet, internet banking service has intensified the competition between banks as well as allowed customers to easily compare the services that provided by different banks. While the goal of any business entity in the long term is to increase its productivity and maximisation of the profits, customer retention becomes an important component of banking strategy in today’s increasingly competitive environment to foster customer relationship management. In order to achieve this, it is important to concentrate on the consumer’s continued use of a service rather than solely on their acceptance of the service (Adapa, 2011). Therefore, understanding the importance of consumers’ continued use is the key element to maximise customers’ retention in internet banking services.

scholarly journals Determinants of the bank clients satisfaction with the internet banking services in Serbia

Marketing ◽  
2021 ◽  
Vol 52 (2) ◽  
pp. 83-94
Author(s):  
Semir Vehapi ◽  
Ahmedin Lekpek ◽  
Zenaida Šabotić
Keyword(s):  
Relevant Literature ◽  
Multivariate Regression Analysis ◽  
Internet Banking ◽  
Security And Privacy ◽  
The Internet ◽  
Banking Services ◽  
The Republic ◽  
Main Determinants ◽  
Domestic Banks ◽  
Internet Banking Services

This paper analyzes the satisfaction of bank clients with the internet banking services in the Republic of Serbia. The aim of the research is to measure the actual level of satisfaction of the domestic banks clients with the internet banking services and to determine the connection between satisfaction and internet banking and its main determinants. The research was conducted through a questionnaire, and 193 respondents took part. The obtained answers were processed using descriptive static analysis, reliability analysis of research variables, correlation analysis, and multivariate regression analysis. By analyzing the relevant literature, efficiency, safety and privacy, accessibility, response and costs were determined as independent variables, while satisfaction was used as a dependent variable. The research results show that the strongest influence on the bank clients satisfaction has the efficiency factor, followed by the response, security, and privacy, while accessibility and costs do not have a statistically significant impact on the internet banking users satisfaction.

scholarly journals Analisis Persepsi Layanan Perbankan Elektronik Dihubungkan Dengan Faktor Kenyamanan, Komunikasi Dan Keamanan

2015 ◽  
Vol 7 (2) ◽  
pp. 107-118
Author(s):  
Ronny Ronny
Keyword(s):  
Human Resources ◽  
Internet Banking ◽  
The Internet ◽  
Banking Services ◽  
Customer Perceptions ◽  
Customer Involvement ◽  
Banking Service ◽  
Main Factors ◽  
Internet Banking Services ◽  
Service Need

Bank in organizing the internet banking service need to pay attention about customer perceptions to perform banking transactions through the website, such as customer perceptions regarding the safety, comfort, and communication. This study is aimed to analyze the customer perceptions on security, convenience, and communication aspects in the transactions use features which available in the banking website. As many as of 56 respondents who use Internet banking have filled out the questionnaire. The Results of study on bank customers responded by 4 bank staffs who understand internet banking. Qualitative analysis of the data has been obtained that the implementation of internet banking services which is reviewed by the safety, comfort, and communications aspects related to 5 main factors: the ability of technology, the ability of human resources bank, communication, internet banking procedures, and customer involvement.

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