CUSTOMERS' SATISFACTION TOWARDS INTERNET BANKING OF ICICI BANK LIMITED - A STUDY IN ERODE CITY

2015 ◽  
Vol 6 (01-02) ◽  
Author(s):  
M. VASAN
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Top Management ◽  
Banking Services ◽  
Level Of Satisfaction ◽  
Study Results ◽  
High Level ◽  
Internet Banking Services ◽  
Structured Questionnaire

The study has been conducted in order to meticulously evaluate and examine the level of satisfaction towards internet banking services. The purpose of this study is also to observe and analyze the purpose of using internet banking, reasons for chosen internet banking, satisfaction of customers towards internet banking and to find out the problems encountered by the customers. The primary data for this study was compiled through well-structured questionnaire filled in on a one-to-one basis by 120 customers of ICICI Bank. The study results clearly indicated that the majority of the users of internet banking were in the high level of satisfaction. Hence, the study highlights the important points that ICICI Bank's top management must consider in order to increase the number of internet banking users and to improve their service quality

İNTERNET BANKACILIĞI E-HİZMET KALİTESİNİN KULLANICILAR TARAFINDAN DEĞERLENDİRİLMESİ : KUVEYT TÜRK ÖRNEĞİ

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Ali Ulvi İşler
Keyword(s):  
Service Quality ◽  
Distribution Channel ◽  
Quality Measurement ◽  
Internet Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Services Sector ◽  
Study Results ◽  
Internet Banking Services ◽  
New Distribution

After rising the proportion of services sector in the economies of the countries, the need for quality measurement studies in services increased. Because internet banking, that began in 90’s, has a lot of advantages for banks and customers, it developed rapidly and a lot of banking services could be done in this new distribution channel. So, it is a requirement to measure of service qualities for internet banking distribution channel. In this study, it was tried to understand users thoughts about service quality in internet banking area. Practice study was done in internet banking users of Kuveyt Turk Participation Bank. Study results show that how the electronic banking services are perceived by users and what users expect from internet banking services.

Effects of Perceived Risks on Adoption of Internet Banking Services

2008 ◽  
pp. 1532-1549
Author(s):  
Wen-Jang Jih ◽  
Shu-Yeng Wong ◽  
Tsung-Bin Chang
Keyword(s):  
Perceived Risk ◽  
Information Technologies ◽  
Internet Banking ◽  
Primary Data ◽  
Banking Services ◽  
Perceived Risks ◽  
Significant Relationships ◽  
Secure Information ◽  
Willingness To Adopt ◽  
Internet Banking Services

Banking services primarily involve the creation, processing, storage, and distribution of financial information. Most of these services can be conveniently handled via Internet-based information technologies. This convenience, however, may be offset to a certain degree by customers’ perception of the risks associated with transacting in the wide-open cyber-world. A key challenge for online bankers is to maintain a secure information infrastructure that effectively manages the perceived risk factors. This research examines usages of Internet banking services, investigates the nature and sources of customers’ perceived risks, and tests hypotheses with regard to impacts of perceived risks on Internet banking adoption. Using primary data collected in Taiwan, the study finds significant relationships among involvement, familiarity, perceived risks, perception of measures for reducing perceived risks, and customer willingness to adopt Internet banking services. The findings have significant implications for the practice and research in Internet banking.

Consumer Factors Affecting Adoption of Internet Banking Services

2011 ◽  
pp. 113-134
Author(s):  
Wen-Jang Jih ◽  
Shu-Yeng Wong ◽  
Tsung-Bin Chang
Keyword(s):  
Perceived Risk ◽  
Information Technologies ◽  
Internet Banking ◽  
Point Of View ◽  
Primary Data ◽  
Information Process ◽  
Banking Services ◽  
Perceived Risks ◽  
Secure Information ◽  
Internet Banking Services

Banking is often regarded as an information-intensive industry. From the information process point of view, banking services primarily involve creation, processing, storage, and distribution of financial information. Although most of these services can be conveniently handled via Internet-based information technologies, adoption of Internet banking has been less than optimal. Existing research has revealed that this convenience may be offset, to varying degrees, by customer-perceived risk associated with transacting in the wide-open cyberworld. A key challenge for online bankers is to maintain a secure information infrastructure that effectively manages the perceived risk factors. This research examines usages of Internet banking services, investigates the nature and sources of customers’ perceived risks, and tests hypotheses with regard to impacts of perceived risks on Internet banking adoption. Using primary data collected in Taiwan, the study finds significant relationships among involvement, familiarity, perceived risks, perception of measures for reducing perceived risks, and customer willingness to adopt Internet banking services. The findings have significant implications for practice and research in Internet banking.

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.

CREDIT RISK MANAGEMENT AND ACCESS TO BANKING SERVICES BY ISLAMIC BANKING CUSTOMERS IN KENYA

2017 ◽  
Vol 2 (6) ◽  
pp. 75
Author(s):  
Hussein Diriye Jimale ◽  
Dr. Ndede, F.W.S F.W.S Ndede
Keyword(s):  
Risk Management ◽  
Credit Risk ◽  
Internet Banking ◽  
Capital Adequacy ◽  
Primary Data ◽  
Islamic Banking ◽  
Credit Risk Management ◽  
Banking Services ◽  
Banking Service ◽  
Study Results

Purpose: This study sought was to assess the effect of credit risk management on access to banking services by Islamic banking customers in Kenya.Methodology: Descriptive research design was adopted. The target population for this study was 225 employees working in the head offices of the selected Islamic banks. Stratified sampling and simple random sampling were used in generating the sample. This study made use of primary data collected using structured questionnaires. The collected data was entered into the Statistical Program for Social Sciences for windows version 20 because of its ability to analyze data easily and accurately. Multiple regression analysis was used to obtain the model for the study. The study results were presented using percentages, tables and chartsResults: The study findings revealed that asset quality as measured by the non-performing loans ratio had a negative and significant effect on access to banking service by Islamic customers in Kenya. Capital adequacy, market structure and technology adoption were found to have a positive and significant effect on access to banking service by Islamic customers in Kenya. It was concluded that the level of credit risk management in Islamic banking where the level of credit risk was high was crucial for the banks in Kenya if they were to expand the level of access to Islamic banking by Islamic customers.Unique contribution to theory, practice and policy: The study recommended that banks needed to develop strategies on how to deal with credit risk by striving to keep the amount of nonperforming loans low. The study also recommended that these banks should expand their capital bases in order to strengthen their resilience and internal strength to withstand losses especially when faced by a crisis. They needed to pursue diversification across individual customers by increasing the breadth of products they coul offer to their customers. The regulators of the market needed to ensure prudent supervision so as to maintaining healthy competition in this market. It was also recommended that banks needed to promote the use of technological innovations within banking area such as internet banking, mobile banking as well as ATM banking by their customers.

scholarly journals Examining Dimensions of Electronic Service Quality for Internet Banking Services

2012 ◽  
Vol 65 ◽  
pp. 854-859 ◽  
Author(s):  
Mohd Shoki Md Ariff ◽  
Leong Ooi Yun ◽  
Norhayati Zakuan ◽  
Ahmad Jusoh
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Electronic Service ◽  
Internet Banking Services

scholarly journals E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services

2012 ◽  
Vol 40 ◽  
pp. 441-445 ◽  
Author(s):  
Farnaz Beheshti Zavareh ◽  
Mohd Shoki Md Ariff ◽  
Ahmad Jusoh ◽  
Norhayati Zakuan ◽  
Ahamad Zaidi Bahari ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Internet Banking Services
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