scholarly journals  Electronic Banking: an Object of Fallacy or System of Functionality Samuel Affran Abstract — Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of s

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Samuel Affran
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Internet Banking ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Corporate Managers ◽  
Banking Service ◽  
Automated Teller Machine ◽  
The Relationship

Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of such is E-banking. These technological services are introduced by banks with the objective of providing customers with rapid services, with cost efficient. The situation tends to be different in this part of the world. Most of these services partially exist and if it fully does, it comes with unprecedented system failures. Based upon this premises this study is conducted exploratory to find out what really constitutes electronic banking from the Ghanaian perspective and also to ascertain their linkage with customer satisfaction. A total number of 200 questionnaires were administered. Cross-sectional survey was employed using questionnaire as the principal tool for the data collection. A 5-point Likert- scale ranging from 1 (strongly disagree) to 5(strongly agree) was used to measure the constructs. With the aid of SPSS version 23 the data was analyzed to establish the empirical linkage of the underlying constructs. The study among other things brought to the fore three (3) determinants (Automated Teller Machine, Mobile Phone Banking, Internet or Online banking) that define e-banking from the Ghanaian perspective proving that it is a system of functionality that is established for specific strategic purpose better still because of inefficient execution it was also proven to be an object of fallacy in the sense that having it does not necessary leads to customer satisfaction. The data analysis also shows that statistically between automated teller machine and customer satisfaction there is positively very weak relationship (R^2= .181, p< 0.126). Meaning holding all other variables constant, automated teller machine will cause 18.1% change in customer satisfaction. It is proven by the results that, automated teller machine not only weak in explaining the relationship but the impact is also not significant as the significant level is 0.126 which is above the standard significant value of 0.05. Meaning the automated teller machine if it is not administered efficiently and effectively will have the tendency to impact on customer’s satisfaction insignificantly. This presupposes that the automated teller machines in question were not administered efficiently and effectively. Thus this study has proven empirically that it is not a forgone conclusion that having an ATM services will automatically leads to customer satisfaction making the assertion a fallacy in Ghana thus disproving the study by Sultan and Komal (2009) claiming that having an automated teller machine services will automatically lead to customer satisfaction. The study revealed that relationship between mobile banking services and customer satisfaction is positively very weak (R^2= .170, p< 0.171). This simply means that mobile services rendered by banks to their customers were seriously criticized as woefully inadequate. Thus, holding all other variables constant, mobile banking services causes 17.0 % change in customer satisfaction. This result proves that a unit change in mobile banking service will induce 17.0% change in the rate of customer satisfaction. In other words when the level of mobile banking services is improved by 1% it will lead to 17.0% increase in customer satisfaction which is quite negligible. The significance level of this outcome in reference to the study results was 0.171 which is greater than the standard value of 0.05 indicating that the variance between mobile banking services and customer satisfaction was not significant. Internet banking services were quite effective and efficient thus having positive significant impact on customer satisfaction (R^2= .211, p< 0.003). But the relationship is equally weak explaining only 21.1% of customer satisfaction within the Ghanaian banking industry. The statistical understanding is that unilaterally internet banking service has the empirical tendencies to increase customer satisfaction by 21.1% if these services are improved just a percentage change. The practical connotation is that managers need to make automated teller machine more secured and very convenient spreading it across the length and breadth of the country. It should be in good function (twenty-four hours a day), accessible at all times (weekdays and weekends) and user-friendly as well. Again, managers should be proactive in sending message to customers whenever their system is malfunctioning in order to win customer trust. They should be ready to accept their mistakes and improve on customer complaint. They should avoid the rationalization of system failure which tend to put customers off serving as a catalyst for customer drifting. Again, internet connectivity should be reliable to boost mobile banking services.  The banks should create more mobile apps for the various product categories.  To sum up more resources should be allocated to online products since it is proven to be the only determinant significant in explaining customer satisfaction.

scholarly journals Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry

2018 ◽  
Vol 6 (3) ◽  
pp. 296-314
Author(s):  
Mohammed Sani Abdullahi ◽  
Bashir Mikail Usman ◽  
Fatima Binta Salisu ◽  
Yusuf Suleiman Muhammad
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Banking Industry ◽  
Internet Banking ◽  
Sample Size Determination ◽  
Mobile Banking ◽  
Banking Services ◽  
Negative Effect ◽  
Positive Effect ◽  
Structured Questionnaire

This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.

scholarly journals E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic

2021 ◽  
pp. 100
Author(s):  
Ramadania Ramadania
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Mobile Banking ◽  
Online Service ◽  
Electronic Banking ◽  
Banking Services ◽  
Recovery Service ◽  
The Core

During the pandemic, many countries adopted physical & social distancing policies, lockdowns, or territorial quarantine. Therefore the use of electronic banking services has increased sharply, including in developing countries such as Indonesia. Electronic banking services that are popularly used by many customers are in the form of internet banking and mobile banking. This study aimed to analyze; 1) the impact of the core online service quality (E-S-QUAL) on customer satisfaction, 2) the effect e-recovery service quality (E-RecS-QUAL) on satisfaction, 3) the effect of satisfaction on customer trust and 4) the effect of trust on customer loyalty. This research is causality research or explanatory research. The data collected by survey method to 120 respondents from customers who are registered users of e-banking (i.e. internet banking or mobile banking) from Mandiri, BCA, and Bukopin Bank. The results showed that the core online service quality (E-S-QUAL) and e-recovery service quality (E-RecS-QUAL) proved to have a positive influence on customer satisfaction. This research also proves the strong positive relationship between satisfaction and trust, as well as trust also has been shown to have a strong influence on customer loyalty.

scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Samir Boujaddaine ◽  
Ahmed Taqi
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Index Model ◽  
American Customer Satisfaction Index ◽  
Indirect Relationship ◽  
The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" /></p>

scholarly journals Electronic Banking and Financial Performance of Commercial Banks in Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 293-304
Author(s):  
Maria Mueni Mutisya ◽  
Gerald Atheru
Keyword(s):  
Financial Performance ◽  
Commercial Banks ◽  
Internet Banking ◽  
Business Environment ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Return On Assets ◽  
Independent Variables ◽  
Net Profit ◽  
Automated Teller Machine

Information technology has changed the traditional ways of doing business to a digital and electronic way that has led to globalization. The banking industry has been forced by the wave of electronic payment system in the business environment to change from its traditional ways such as: long queues as customers waited to be served, delay in the clearing house as representatives of different banks waited to settle their dues and manual work that resulted to errors. The main purpose of the study was to determine the effect of electronic banking on the financial performance of commercial banks in Kenya. The specific objectives were to determine the extend of internet, mobile, automated teller machine and debit/credit card banking adoption and its effect on financial performance. The study covered a period of five years that is from the year 2011 to the year 2015 and adopted descriptive research design. The data collected was analyzed by the use of both descriptive and inferential statistics procedures. Primary and secondary data was collected from the 34 commercial banks that responded leading to a respond rate of 79.04% out of the 43 commercial banks. The trade analysis showed that internet banking was recognized and accepted by the Kenyan commercial banks and the Kenyans as a way of transacting. Electronic banking was found to be positive and significantly related to the financial performance of the commercial banks in Kenya. This was attributed by an R Square of 0.688 for Return On Assets, 0.63 for Net Profit and 0.277 for Return On Equity indicating that the independent variables in the study were able to give information of up to 68.8%, 63% and 27.7% respectively while the remaining 31.2%, 27% and 72.3% could not be explained in the study but could be explained using other variables outside the study. All the independent variables were (internet banking, Mobile banking, Automated Teller Machine banking and Debit/Credit banking) found to be positively and significantly related to the Return On Assets while only mobile banking and internet banking were found to be positively and significantly related to Net Profit since their p Values were less 0.05. Automated Teller Machine banking showed a positive relation that was insignificant with the Return On Equity.The study recommends that, electronic banking should be employed by commercial banks through proper management policies since it has shown improved efficiency and financial performance. For further studies, areas of crime technology, quality of banking services, electronic fund transfer and performing loans should be looked at. This is an open-access article published and distributed under the terms and conditions of the Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

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.

Improve the Security of Mobile Banking Service by T Key Authentication

2013 ◽  
Vol 846-847 ◽  
pp. 1612-1614
Author(s):  
Ze Nan Fang ◽  
Yu Zhi Li ◽  
Cong Zhao
Keyword(s):  
Financial Services ◽  
Banking Industry ◽  
Development Trend ◽  
Financial Security ◽  
Mobile Banking ◽  
Security Measures ◽  
Security Issue ◽  
Banking Services ◽  
Banking Service ◽  
The Development Trend

Combining the technologies of electronic currency and mobile communication, mobile banking services can not only make people in any time, any place handle a variety of financial services, but also greatly enriched the connotation of banking services. While people are enjoying the convenient, efficient banking services, the security issue becomes a focus of attention and a key to this business development. This paper outlines the development trend of mobile banking service, analysis its existing security measures and challenging problems, and puts forward a new solution to improve the safety of the mobile banking service. It is of significance to the development of mobile banking industry and the financial security of a country.

scholarly journals INTEREST RATE METRIS SYSTEM: ALTERNATIVE STRATEGY FOR BANKING INDUSTRY

2016 ◽  
Vol 18 (4) ◽  
pp. 449-474
Author(s):  
Stephanus Ivan Goenawan
Keyword(s):  
Comparative Analysis ◽  
Interest Rate ◽  
Real Time ◽  
Banking Industry ◽  
Internet Banking ◽  
Alternative Strategy ◽  
Mobile Banking ◽  
Rate System ◽  
Automated Teller Machine ◽  
Time Zones

The financial transaction facilities including Automated Teller Machine (ATM), mobile banking, or internet banking can help customers to make real time transactions across location and time zones. On the basis of these two facts, this research comparatively analyze and prove that the daily interest rate system as commonly practiced by the bank potentially create loss to them. Since the daily interest rate system is based on the change of the date, the customers can double the nominal interest rate income. Using comparative analysis, this paper shows that the potential loss may be prevented when the bank use the metris interest rate system, which is based on the time in seconds.

scholarly journals New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

2018 ◽  
Vol 21 (1) ◽  
Author(s):  
Estelle Van Tonder ◽  
Leon T. De Beer
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Internet Banking ◽  
Consumer Advocacy ◽  
Banking Services ◽  
Customer Commitment ◽  
Helping Behaviour ◽  
Internet Banking Services ◽  
The Relationship

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

scholarly journals Customer Satisfaction on Banking Channels

2017 ◽  
Vol 1 (1) ◽  
pp. 8-15
Author(s):  
Gokul Prasad ◽  
Anuradha Arthanar
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Distribution Channels ◽  
Internet Banking ◽  
Mobile Banking ◽  
Banking Services ◽  
Automated Teller Machines ◽  
Survey Responses ◽  
Validation Of Questionnaire ◽  
Different Levels

Satisfaction with banking services is an area of growing interest to researchers and managers.This research  examined  the  survey  responses  of 120 bank  customers  who  provided  information regarding  their  satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was  investigated,  and  this  information  was  used  to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.  

scholarly journals ENAM KEKUATAN LAYANAN JASA INTERNET BANKING: TINJAUAN DARI PERSEPSI NASABAH

2017 ◽  
Vol 13 (2) ◽  
pp. 86-98
Author(s):  
Ronny
Keyword(s):  
Communication Channel ◽  
Banking Industry ◽  
Internet Banking ◽  
Qualitative Approach ◽  
Customer Participation ◽  
Technology Infrastructure ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

The banking problem studied is the kind of strength which is become the base of services in the field of internet banking. The study was conducted by analyzing the consumers perception in the 5 variables of service quality consist of security, reliability, responsiveness, physical ability, and collateral. As much as 10 informants who are users of internet banking of bank in Indonesia has been interviewed about their perceptions of the quality of internet banking services. This study uses qualitative approach. The analysis showed that there are 6 strength that underlies the quality of internet banking services namely communication, channel of customer participation, service facilities, human resources, technology infrastructure and norms. The sixth strength of the internet banking service is a dimension of strength to compete in the banking industry.   Masalah bank yang diteliti adalah kekuatan apa yang menjadi landasan layanan jasa di bidang internet banking. Penelitian dilakukan dengan menganalisis persepsi nasabah pada 5 variabel kualitas layanan yakni keamanan, keandalan, responsif, kemampuan fisik, dan jaminan. Sebanyak 10 informan yang merupakan pengguna internet banking dari bank di Indonesia telah diwawancarai mengenai persepsi mereka terhadap kualitas layanan internet banking. Penelitian ini menggunakan pendekatan kualitatif. Hasil analisis menunjukkan bahwa terdapat 6 kekuatan yang melandasi kualitas layanan jasa internet banking yakni komunikasi, saluran partisipasi nasabah, fasilitas layanan, sumber daya manusia, infrastruktur teknologi dan norma. Keenam kekuatan layanan internet banking tersebut merupakan dimensi kekuatan bersaing dalam industri perbankan.

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