scholarly journals E-Banking as a Tool for Competition Advantage in Albania

2015 ◽  
Vol 3 (1) ◽  
pp. 214
Author(s):  
Evelina Bazini
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Banking Sector ◽  
Value Added ◽  
Internet Banking ◽  
Time Data ◽  
Banking Services ◽  
Competition Advantage ◽  
A Value

The adoption of e-banking is occurring quite extensively as a channel of distribution for financial services due to rapid advances in ICT and intensive competitive banking markets. E-banking offers o lot of benefits which add value to customers’ satisfaction in terms of better quality of service offerings and at the same time enable the banks gain more competitive advantage over other competitors. Internet banking is either offered as a value added service of physical bank branches or a virtual bank where customers can only perform banking transactions through the Internet and it is important to mention that operating costs of a virtual bank are much lower compared to traditional banks. This study is designed to evaluate e-banking as a strategy and related methods adopted in banking sector in Albania to improve the customer satisfaction. The aim was to analyze customers’ perception towards e-banking services, the quality of e-banking services provided by the banks and the constraints in achieving customer satisfaction. The study also recommends the possible and practical additional measures the banks should take in order to achieve maximum customer satisfaction. Data were collected from the bank customers through self designed structured questionnaires. Out of 100 questionnaires distributed, only 62% were returned/ responded back. Non-probability sampling was used due to the limitation of resources and time. Data management and analyses were done using SPSS program and Microsoft excel.

scholarly journals THE EFFECT OF SERVICE QUALITY AND PERCEPTION OF FINANCING MARGINS ON FINANCING DECISIONS AND ITS IMPACT ON CUSTOMER SATISFACTION

2021 ◽  
Vol 3 (1) ◽  
pp. 78-93
Author(s):  
Vironica Nurani Yonatan ◽  
Mohamad Rizan ◽  
Saparuddin Mukhtar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Equation Modeling ◽  
Banking Services ◽  
Financing Decisions ◽  
Analysis Technique ◽  
Start Ups

The rise of digitalization of financial services has led to the emergence of many fintech (financial techology) start-ups. However, because fintech startups have several risks, the Bank remains the main option in selecting financing / credit service products for bankable people. This research was conducted at PT Bank Syariah Mandiri with a purposive sampling method. The data was collected by distributing questionnaires using a Likert scale. The analysis technique used is Structural Equation Modeling (SEM) to calculate the effect of each variable. The results of the study reveal that service quality has a positive and significant effect on the decision to request financing, the perception of the margin of financing has a positive and significant effect on the decision on financing application, the quality of service has no positive and insignificant effect on customer satisfaction, the perception of the size of the financing margin has a positive and significant effect on satisfaction. Customer, the decision to request financing has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, which is mediated by the decision on a financing request, the perception of the size of the financing margin has a positive and significant effect on the variable of customer satisfaction, which is mediated by the variable of financing request decision. Based on the result, banking services can increase financing margins that this is can relate with customer purchasing decision.

scholarly journals ISSUES OF FORMING PERSONNEL CAPACITY IN THE CONTEXT OF THE DEVELOPMENT OF THE ISLAMIC BANKING SECTOR IN THE REPUBLIC OF TAJIKISTAN

2020 ◽  
pp. 127-132
Author(s):  
Sh. S. Sharipov
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Training System ◽  
Islamic Finance ◽  
Islamic Banking ◽  
Personnel Training ◽  
Banking Services ◽  
The Republic

The issues of forming personnel capacity in the Republic of Tajikistan, in the context of the launch of the first Bank providing services in accordance with the principles of Islamic Finance have been considered. For the purpose of a comprehensive assessment of the situation, the experience of individual countries in this area of activity, as well as the experience of previous research, ware studied. Conclusions about the state and prospects of development of the Islamic banking system in the current conditions, as well as a description of a number of measures, the implementation of which will ensure the acceleration of formation of the necessary personnel capacity in the Republic of Tajikistan have been given. In particular, the proposed measures address the issues of creating a competitive personnel training system, improving the quality of banking services provided and customer satisfaction.

scholarly journals DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

2019 ◽  
Vol 9 (1) ◽  
pp. 031
Author(s):  
Noviryantika Noviryantika
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression ◽  
Internet Banking ◽  
Analysis Method ◽  
System Availability ◽  
Banking Services ◽  
Independent Variable ◽  
Internet Banking Services

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

scholarly journals Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

scholarly journals Digital transformation of the banking sector of the economy of Ukraine

2021 ◽  
Vol 2021 (3) ◽  
pp. 84-98
Author(s):  
Viktoriia KOVALENKO ◽  
Keyword(s):  
Information And Communication Technologies ◽  
Financial Services ◽  
Banking Sector ◽  
Banking System ◽  
Financial Education ◽  
Internet Banking ◽  
Digital Transformation ◽  
Banking Services ◽  
Banking Business ◽  
Self Service

The article considers the main digital transformational changes in the banking business. The current state of banks' use of financial digital technologies is analyzed, and the factors of digital transformation that affect their financially stable development are singled out. It is determined that the digitalization of the world economy over the past decade has posed new challenges to the banking system, which are caused by increased competition in the financial services market. The factors of emergence of financial intermediaries of the new generation and the need for digital transformation of contemporary banks are described. It is proved that the digital transformation of the banking sector of the economy is due to the development of financial technologies, digital marketing channels and innovation. Three main holistic proposals for FinTech development have been identified. The digital transformation of the banking business is changing not only the supply to customers. It is changing the contours of the business and staffing requirements. Such tools as ATMs and self-service terminals, telephone banking, SMS banking, Internet banking and mobile banking represent the evolution of customer access channels to banking services based on the use of information and communication technologies. The article considers the basic scheme of transformation of a classical bank into a dynamic system of a digital bank by gradually forming the directions of digital distribution. Further digital transformational changes in the banking business should be aimed at the vectors of financial education of consumers of banking services, regulation of the cryptocurrency market in Ukraine, definition of common standards of regulation and supervision of banks and non-banking institutions in the area of digital financial services.

scholarly journals Digitalisasi Produk Bank Konvensional Dan Bank Syariah Di Indonesia

2021 ◽  
Vol 6 (2) ◽  
pp. 113
Author(s):  
Andrew Shandy Utama
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Financial Services ◽  
Banking Sector ◽  
Internet Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Information And Communication ◽  
Operational Activities ◽  
Conventional Banks

Technological developments make the world borderless. The development of information and communication technology has touched the banking sector. Based on the operational system, the types of banks can be divided into conventional banks and Islamic banks. This study aims to explain the digitalization of conventional bank products and Islamic banks in Indonesia. The method used in this research is normative legal research. The development of information and communication technology has touched the banking sector. As one of the efforts to increase bank capability, more optimal utilization of information technology development is a prerequisite in supporting bank service innovation. Therefore, digital banking is a very potential business opportunity and an inevitable necessity in the banking sector in the digital era. In addition to increasing the efficiency of bank operational activities, digital banking can improve the service quality of conventional banks and Islamic banks to customers in transactions. The Financial Services Authority of the Republic of Indonesia then issued Financial Services Authority Regulation Number 12/POJK.03/2018 concerning the Implementation of Digital Banking Services by Commercial Banks. There are forms of e-Banking services that can be used at conventional banks and Islamic banks, namely ATM (Automated Teller Machine), EDC (Electronic Data Capture), internet banking, SMS banking, mobile banking, e-Commerce, phone banking, and video. banking

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 Digital Banking in Northern India: The Risks on Customer Satisfaction

Risks ◽  
2021 ◽  
Vol 9 (11) ◽  
pp. 209
Author(s):  
Balijinder Kaur ◽  
Sood Kiran ◽  
Simon Grima ◽  
Ramona Rupeika-Apoga
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Banking Sector ◽  
Service Providers ◽  
Quality Of Services ◽  
Banking Services ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Northern India

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

scholarly journals DOES QUALITY OF BANK SERVICES LEAD TO CUSTOMER SATISFACTION IN THE NIGERIAN BANKING SECTOR?

2019 ◽  
Vol 13 (1) ◽  
pp. 52-74
Author(s):  
O. P. ADEYEYE ◽  
O. FAPETU ◽  
I. T. ADEFOLU
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Primary Data ◽  
Critical Question ◽  
Banking Services ◽  
Bank Managers ◽  
Nigerian Banking ◽  
Customers Perspective

This study examined a critical question from customers’ perspective: Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? The study is conducted using questionnaire survey administered in Nigeria using customers of some selected banks as sample. The paper uses primary data collected through scientifically developed questionnaires, which were administered on 174 bank customers selected on a convenient basis. The results, based on factor and regression analysis, identified four factors that impact customers’ assessment of the quality of banking services including responsiveness, reliability, tangibility and empathy respectively. The implication of the finding is to enhance the understanding of bank managers and other relevant stakeholders of customers’ perception of the quality of banking services and consequently reveal the path to developing strategies for improving their satisfaction. The study therefore, recommends that the Nigerian banks should make products and services available that best suits the peculiarity of each category of customers and improve the confidence Nigerians have in the banking sector.      

Protection of Customers for Management of Digital Banking Services (Study at PT. BRI Unit Boyolali)

2020 ◽  
Vol 3 (2) ◽  
pp. 170
Author(s):  
Herdian Ayu Andreana Beru Tarigan ◽  
Darminto Hartono Paulus
Keyword(s):  
Information Technology ◽  
Financial Services ◽  
Banking Industry ◽  
Service Innovation ◽  
Quality Of Services ◽  
Legal Research ◽  
Banking Services ◽  
Services Sector ◽  
Financial Services Sector

<p>Increasing competition in the Indonesian banking industry has encouraged many banks to improve the quality of services to customers by utilizing information technology developments. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. However, the development of digital banking services also increases the risks faced by banks. The purpose of this study is to provide an overview of the implementation of digital banking services and customer protection for risks from digital banking services. The method used in this study is an empirical legal research method. The results of this study indicate that the implementation of digital banking services is regulated by OJK Regulation No.12/POJK.03/2018. The existence of this OJK Regulation is expected by banks as providers of digital banking services to always prioritize risk management in the use of information technology. In addition, this study also shows the existence of 2 types of customer protection for the use of digital banking services, namely preventive protection in the form of legislation related to customer protection in the financial services sector and repressive protection in the form of bank accountability for complaints from customers using digital banking services.</p>

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