scholarly journals Security, Perception, and Practices: Challenges Facing Adoption of Online Banking in Pakistan

2021 ◽  
Vol 3 (1) ◽  
pp. 93-117
Author(s):  
Khurram Shehzad ◽  
Muhammad Waqas
Keyword(s):  
Online Banking ◽  
User Friendliness ◽  
Research Project ◽  
Banking Services ◽  
Technological Channel ◽  
Branch Banking ◽  
Financial Transactions ◽  
Number Of Customers ◽  
Geographical Space

Online banking is a contemporary mode and a technological channel to facilitate the emerging demands of customers today. Increase in number of customers for online banking as a matter fact is related to customer’s awareness in a geographical space. Many customers today are adopting online banking through internet for their financial transactions especially in the current COVID-19 pandemic situation, however, due to lack of awareness, expertise and connectivity resources, a majority of prospect customers still have not adopted this new mode of transaction in Pakistan. The main objective of this study is to know the customers’ perception regarding the usage of online banking in Karachi Pakistan. Most of the researchers so far have suggested that mostly the customers are unaware about online banking services and the reason, moreover due to lack of trust among customers on online banking services, customers are reluctant to adopt this medium for the financial transactions. This research project thus examines the customer’s trust, perception, problems related to online banking and suggests about online banking concerns especially in the context of Pakistan. This study explains that mostly customers prefer online banking services over branch banking due to its reliability, convenience, safety, speed and security, user-friendliness, and error less system. The findings of this study will provide the banks the answer to the questions that how they can provide online banking better services and what are the major issues that should be reduces in society to satisfy customers in a better way, so that they can compete their competitors in the industry and overall increase the number of online banking customers.

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.

Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

CUSTOMERS’ PREFERENCE FOR E – BANKING SERVICES: A CASE STUDY OF SELECTED BANKS IN SIERRA LEONE

2011 ◽  
Vol 01 (04) ◽  
pp. 108-116
Author(s):  
R. A. GBADEYAN ◽  
O. O. AKINYOSOYE GBONDA
Keyword(s):  
Sierra Leone ◽  
Software Verification ◽  
Banking Industry ◽  
Online Banking ◽  
Chi Square ◽  
Frequent Change ◽  
Banking Services ◽  
Chi Square Analysis ◽  
Almost All

The development and the increasing progress that is being experienced in the Information and Communication Technology have brought about a lot of changes in almost all facets of life. In the Banking Industry, it has been in the form of online banking, which is now replacing the traditional banking practice. Online banking has a 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. There are some associated risks identified in the study that seem to hinder the success of e-banking services and thus constitute major concern to both financial institutions and customers. This paper therefore, examines, if customers’ choice of banks is influenced by the quality of e–banking services provided. Stratified sampling was used; while the survey Instrument was a developed Questionnaire comprising open ended and Likert type of questions. The Likert type questions have a 4 point scale (indicating 1 = very comfortable and 4 = uncomfortable) divided into two (2) sections: personal details and customers’ e-banking preference in Sierra Leone. The instrument contained 36 items and was administered to about 400 respondents, while 360 completed and returned their Questionnaire. The statistical techniques used for the analysis were the Chi–Square and correlation. The Chi–Square analysis revealed that the quality of e–banking services offered by banks have significant influence on their customers at 95%, 3 degree of freedom. The paper recommends that various measures should be put in place to ensure more security such as installation of encrypted software, verification system of customer’s identification cards, frequent change of password, examining test questions and using mixed password such as the use of alphanumeric amongst others. The paper concludes that e –banking has become important phenomenon in the banking industry and it will continue as more progress and innovations are made in information technology.

scholarly journals Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

2016 ◽  
Vol 9 (1) ◽  
pp. 47
Author(s):  
Mohammad Zahed Hossain
Keyword(s):  
Mobile Apps ◽  
Age Groups ◽  
Cost Effective ◽  
Internet Banking ◽  
Demographic Variables ◽  
Online Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Chi Square ◽  
Banking Services

<p>This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks’ customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.</p>

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 Maqāṣid al-Sharīʿah and the Online Banking System: Implications for Service Delivery

2018 ◽  
Author(s):  
International Journal of Fiqh and Usul al-Fiqh Studies
Keyword(s):  
Service Delivery ◽  
Banking System ◽  
Online Banking ◽  
Ease Of Use ◽  
Essential Services ◽  
Cost Implications ◽  
Financial Transactions ◽  
Ideal Practice ◽  
Financial Technology ◽  
The Ideal

One of the Sharīʿah’s requirements in conducting transactions is realising the Maqāṣid al-Sharīʿah. The Modern online banking system is very common to everyone, so it is considered as al-ʿUrf or al-ʿādah (common practice or custom) under the Sharīʿah. However, its practice is surrounded with security concerns, ease of use, and trust and cost implications that need observance of some Sharīʿah rulings. This qualitative analytic study uses the framework for the Maqāṣid al-Sharīʿah to explicate the ideal practice of online banking in service delivery to realize the Maqāṣid al-Sharīʿah. While Islam places more attention on the essential needs, online banking should as well be intended to provide essential services to customers and remove hardship in financial transactions. Banks should hence desist from causing any harm through the charging of hidden fees, causing more confusion to their clients, and even devising deceptive means that lead to the charging of ribā. Instead, banks should use online services to introduce means that promote the realization of the Maqāṣid al-Sharīʿah. This paper stresses the importance of financial technology in realising the Maqāṣid al-Sharīʿah.

scholarly journals The Factors Affecting the Adoption of Online Banking Services by Civil Servants in Cameroon

2020 ◽  
Vol 5 (7) ◽  
pp. 1452-1459
Author(s):  
Lith Enestine Tembon Ambit
Keyword(s):  
Customer Service ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Online Banking ◽  
Civil Servants ◽  
Banking Services ◽  
Factors Affecting ◽  
Insignificant Effect ◽  
Internet Fraud ◽  
Banking Service

Factors affecting the adoption of online banking services by civil servants in Cameroon was examined in this survey. Raw data were gotten through questionnaire which was distributed mostly among the civil servant in Douala of Cameroon. The analyses used in this survey were crosstabs test, descriptive analysis, factor analysis, correlation test, and regression test. The findings revealed that awareness factor has a positive and significant effect on online banking, security & trust assurance showed a negative and insignificant effect on online banking service, innovative factor displayed a negative and insignificant effect on online banking service, and customer service assurance revealed positive but has insignificant impact on online banking service. It was concluded that internet banking is difficult to understand and its time consuming among many of the users and internet fraud discourages the use of internet banking in Cameroon. Additionally, the dissemination of information through the internet is not mostly secure and efficient.

Who is Guarding the Doors

2011 ◽  
pp. 299-315
Author(s):  
Manish Gupta ◽  
Pradeep Kumar KB ◽  
H. R. Rao
Keyword(s):  
Recent Trend ◽  
Internet Banking ◽  
Online Banking ◽  
Sensitive Information ◽  
Banking Services ◽  
Highly Sensitive ◽  
Public Channel ◽  
Social Demographics ◽  
The Cost ◽  
Use Of Internet

Internet banking has become the preferred channel for conducting banking activities across globe and amongst all social demographics. Only a few other technological adoptions can compare with the recent trend of use of Internet banking facilities. Given the cost advantages and benefits it has to offer, it is widely touted as a win-win strategy for both banks and customers. However, with the growth in E-banking services and reliance on a public channel–Internet–to conduct business, it has been challenging for banks to ensure integrity and confidentiality of highly sensitive information. This chapter presents an overview of authentication issues and challenges in the online banking area with analysis on some of the better approaches. The chapter compares different authentication methods and discusses ensuing issues. The chapter will be invaluable for managers and professionals in understanding the current authentication landscape.

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