scholarly journals The effect of quality of electronic banking services on agility of a bank

2016 ◽  
pp. 521-534 ◽  
Author(s):  
Hooman Pourmohammad ◽  
Mostafa Zandieh ◽  
Hasan Farsijani
Keyword(s):  
Electronic Banking ◽  
Banking Services

scholarly journals Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016 ◽  
Vol 54 (2) ◽  
pp. 301-321 ◽  
Author(s):  
Dragana Gašević ◽  
Marija Vranješ ◽  
Dragana Drinić
Keyword(s):  
Perceived Risk ◽  
Joint Effect ◽  
Ease Of Use ◽  
Three Dimensions ◽  
Survey Method ◽  
Electronic Banking ◽  
Banking Services ◽  
Business Goals ◽  
Website Content

Abstract Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

scholarly journals Monitoring the Quality of Services in Electronic Banking

2016 ◽  
Vol 5 (3) ◽  
pp. 99-119 ◽  
Author(s):  
Radislav Jovovic ◽  
Elvis Lekic ◽  
Miroslav Jovovic
Keyword(s):  
Theoretical Model ◽  
Quantitative Research ◽  
Theoretical Models ◽  
Quality Of Services ◽  
Electronic Banking ◽  
Significant Information ◽  
Time Activity ◽  
Banking Services ◽  
Quantitative Research Methods

Abstract Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument) for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

scholarly journals The Impact of the Quality of Electronic Banking Services in Achieving Customer Satisfaction from the Point of View of Al Rajhi Bank Customers

2021 ◽  
Vol 17 (1) ◽  
pp. 105
Author(s):  
Mohamed Ahmed Hamadtu Ahmed
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Analysis Program ◽  
Electronic Banking ◽  
Kingdom Of Saudi Arabia ◽  
Banking Services ◽  
Banking Service ◽  
The Impact ◽  
Statistical Analysis Program

This study aims to identify the effect of the quality of electronic banking service in achieving customer satisfaction of Al Rajhi Bank in Al Dawadmi branch by studying the dimensions of the quality of electronic banking services including tangibility, reliability, safety, empathy and response. The population of study consists of customers benefiting from the services of Al Rajhi Bank in the Kingdom of Saudi Arabia. A questionnaire was distributed to 100 individual customers of the Al Rajhi Bank. The data were, then, collected and analyzed using the SPSS statistical analysis program. The results have revealed that all the dimensions of the quality of electronic banking services namely, tangibility, reliability, safety, empathy and response are significantly related to customer satisfaction in Al Rajhi Bank. This study provides important recommendations that hopefully intended to help the bank promote the quality of banking electronic services.

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>

scholarly journals Standard Quality Banking Services of Islamic Banks

2018 ◽  
Vol 8 (1) ◽  
pp. 301
Author(s):  
Haneen A. Al-Khawaja ◽  
Barjoyai Bardai
Keyword(s):  
Islamic Law ◽  
Theoretical Aspect ◽  
Islamic Banking ◽  
Islamic Banks ◽  
High Confidence ◽  
Banking Services ◽  
Standard Quality ◽  
Definition Of

This research discusses in detail the theoretical aspect of the quality standards of banking services of traditional Islamic banks. The criterion of "Shari'ah Compliance" was added by the researcher to the importance and role of dealing with Islamic banks, the definition of this standard and its importance, how to test it for banks as well as how, without the legitimate commitment of these banks to what is classified as Islamic from the foundation, we focus on the importance of the existence of a legal commitment to any Islamic bank to achieve the quality of Islamic banking services of high quality in accordance with Islamic law and laws to achieve a high confidence in the customers who belong to him and deal with his Conspiracy.

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 Satisfaction and loyalty of clients towards banking products and services

2018 ◽  
Vol 51 (3-4) ◽  
pp. 115-124
Author(s):  
Milica Raičević ◽  
Dijana Medenica Mitrović
Keyword(s):  
Quality Of Service ◽  
Competitive Advantage ◽  
Financial Market ◽  
Banking Sector ◽  
Financial Service ◽  
International Level ◽  
Direct Link ◽  
Banking Services ◽  
Customer Satisfaction And Loyalty

Transformation of the banking sector has led to today's banks providing a complete service - financial service both on the domestic and international level. The focus of their business is the client whose loyalty depends on the operations of the bank. The aim is to indicate that there is a direct link between the quality of the banking product and the service that affects the client's satisfaction and loyalty, which directly affects the bank's business and its competitive advantage in the financial market. The paper gives a theoretical and practical overview of the quality of service, satisfaction and loyalty of clients, and the performance of the bank, which depends on clients. In the theoretical part, the concept of a client, its significance and specifics related to its influence on the bank's business, through its satisfaction and loyalty to the bank, is defined. The empirical part deals with the analysis of customer satisfaction and loyalty towards banking products and services in Montenegro and how much the quality of banking services has an impact on the satisfaction and loyalty of the customer. The analysis of the factual situation will be carried out, the conclusions will be presented and recommendations made for improvement of the quality of the service, which will contribute to the greater satisfaction of the clients, and therefore the loyalty to the particular bank. All of this is directly related to the possibility of achieving the competitive advantage of banks within the banking sector where a particular bank operates.

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