scholarly journals The Effect of Electronic Banking on Customer Services Delivery in Commercial Banks in Rwanda

2019 ◽  
Vol 5 (1) ◽  
pp. 33
Author(s):  
Rose Nyiranzabamwita ◽  
Jean Bosco Harelimana
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Commercial Banks ◽  
Public Awareness ◽  
Internet Banking ◽  
Functional Fitness ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Services Delivery ◽  
Study Participants

The aim of the study was to assess how electronic banking affected customer delivery channels in Rwanda commercial banks. The specific objectives include assessing the effectiveness of e-banking, analyzing the factors affecting the customer delivery system, and also finding out the affiliation that exists between customer service delivery and e-banking in the bank of Kigali. Study participants included 1215 employee and about 350000 bank clients. The total number was 351215 study participants. The sample size was 400, which included both the staff and clients. The study revealed that customer service delivery in Bank of Kigali was explained by the probability of 0.0374 for internet banking; by the probability of 0.0004 for mobile banking; by probability of 0.0010 for electronic tax and that are respectively expected to 3.74% & 0.04% & 0.1% and of probabilities which are less than 10%. If we consider the simple regression theory, there is a probability of less than 10% by each electronic banking factor, which represents functional fitness variability. The R2 is 0.969, whereas the Adjusted R2 is 0.965, which indicates estimated model goodness. Up to 96.9% of the long-run appreciation in customer service delivery is influenced by changes in internet banking; mobile banking; electronic tax as implemented by the organization. Hence, the study revealed of essential affiliation between electronic banking and the observed factors, and the customer delivery channel in Bank of Kigali. The study recommended on sensitization of clients on the utilization and advantages of electronic banking services through having public awareness programs that boost their knowledge of the service.

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 Technological Banking Innovations and Financial Inclusion by Commercial Banks in Nairobi County, Kenya

2020 ◽  
Vol 2 (1) ◽  
pp. 1-27
Author(s):  
Jeremiah Koori ◽  
Njoki Grace Wanjiku ◽  
Gerald Atheru
Keyword(s):  
Research Design ◽  
Commercial Banks ◽  
Secondary Data ◽  
Internet Banking ◽  
Business Environment ◽  
Financial Inclusion ◽  
Confirmatory Test ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Study Objective

Financial inclusion is the provision of financial services at affordable costs to sections of underprivileged and low-income segments of society. Failure to constantly redesign strategies that help the commercial banks adapt to changing business environment may lead to a strategic mismatch between what they offer and what markets demands.  The study objective was to assess technological banking innovations and financial inclusion by commercial banks in Nairobi County Kenya. The study was anchored on the theory of financial intermediation, diffusion of innovation theory and Silber’s Constraint theory of Innovation. A descriptive research design and a positivism philosophy were used because the conceptual hypotheses were drawn from existing theories and identified knowledge gaps as founded on the research design. Multiple regression model was employed in this study. For the purpose of this investigation, the target population included all the 42 registered commercial banks operating in Nairobi County, Kenya in the year 2016. Purposive sampling technique was used to determine the sample size. Thirteen (13) selected banks that had successfully implemented technological banking innovations in Nairobi County were purposively sampled for the study. Both primary and secondary data was used in this study. Primary data was collected using questionnaires. Secondary data on mobile bank transactions and mobile phone subscriptions in the banks for the period between 2011 and 2016 was obtained from Central Bank of Kenya, Kenya National Bureau of Statistics and the Banking survey manuals. Questionnaires were administered to randomly selected respondents. The confirmatory test for multicollinearity was done using the Variance Inflation Factor. Data was analyzed using correlation, Goodness of Fit, analysis of variance, F statistic/significance of the study variables and regression of coefficients which were used to draw inferences on the relationship between the study variables. Data was presented using tables and figures. Results of the study indicated that the predictor variables; mobile banking, agency banking, electronic banking outlets and internet banking have an influence on financial inclusion. Correlation results also indicated that mobile banking, agency banking, electronic banking outlets and internet banking were positively associated with financial inclusion. Additionally, the regression findings indicated that mobile banking, agency banking and electronic banking outlets were statistically significant predictors of financial inclusion. However, Internet banking had a significance level of 0.586 which is higher than the conventional threshold of 0.05 which rendered the variable as statistically insignificant in prediction of financial inclusion. The findings concluded that mobile banking, agency banking, electronic banking outlets and internet banking have an influence on financial inclusion with the technological innovations being well adopted by the customers in the respective banks .The study recommended that the banks’ management should make use of these research findings to come up with innovative approaches of improving financial inclusion while maintaining the existing ones in the conduct of their business so as reach more clients with their products and services.

Financial Innovations and Performance of Commercial Banks in Kenya

2020 ◽  
Vol 2 (2) ◽  
pp. 21-33
Author(s):  
Naomi Wanja Ireri ◽  
Gladys Kimutai
Keyword(s):  
Rural Areas ◽  
Commercial Banks ◽  
Internet Banking ◽  
Ease Of Use ◽  
Primary Data ◽  
The Internet ◽  
Mobile Banking ◽  
Good Opportunity ◽  
Financial Innovations ◽  
Automated Teller Machine

Commercial banks in Kenya have embraced alternative banking channels which represent a shift in delivery of banking and financial services since the alternative banking have become synonymous with commercial banks in Kenya. While banks have succeeded in leveraging available technology and provide alternative avenues to customers for banking services, the challenge it faces today is optimizing the usage of these channels so as to improve on their performance. The general objective of this study was to investigate the effects of financial innovations on the performance of commercial banks in Kenya. The specific objectives of the study were to examine the influence of internet banking, mobile banking, agency banking and ATM banking on the performance of commercial banks in Kenya. The study was guided by agency theory, balanced score card and diffusion of innovation theory. This study employed a descriptive research design. The study targeted44 commercial banks in Kenya as at 2017. The 16 banks which embrace all the four financial innovations from 2013 to 2017were selected using purposive sampling method. The sample size was 80 respondents who comprised of 5 senior management employees in each of the selected banks.This study used questionnaire to collect primary data from the respondents. Content analysis technique was used to analyze qualitative data collected from open ended questions in and reported in narrative form. Descriptive statistics such as mean and standard deviation were used to analyse the quantitative data. Multiple regression analysis was used to show the relationship between independent variables against dependent variable. The study revealed that internet banking, mobile banking, agency banking and ATM banking had a positive and significant effect on the performance of commercial banks. Thisstudy concludes that the banking industry has benefited tremendously from the development of the Internet. The Internet fundamentally changed the way in which banking networks are designed to meet the client demands and expectations. Mobile banking provides a good opportunity to commercial banks in Kenya to reach many mobile phone subscribers in Kenya who had remained unbanked and unreached due to limited access to bank branch networks in the country. The access to the large masses through mobile banking of the population gives banks the opportunity to grow by reaching the unbanked population. Agency banking has led to accessibility of financial service to many customer in remote areas and hence an increase in effectiveness and efficiency in service delivery. Customers are satisfied with the automated teller machine services because of ease of use, transaction cost and service security but not satisfy with automated teller machine dispense of cash. The study recommends that the public and businesses must be encouraged to use Internet banking in their daily activities, including deposits, payments and money transfers. Commercial banks in Kenya should ensure convenience and security of mobile banking through written guidelines on convenience and security of mobile banking. Commercial banks in Kenya should increase the number of agents in estates and in the rural areas. This can be done by reducing the requirements of becoming a bank agent. The banks should employ customized software that records relevant information on automated teller machine cards so that banks can establish whether unauthorized transaction has taken place or not.

PENGARUH TRANSAKSI PERBANKAN ELEKTRONIK (ELECTRONIC BANKING) TERHADAP KINERJA KEUANGAN ENTITAS PUBLIK PERBANKAN

2021 ◽  
Vol 26 (1) ◽  
pp. 30-40
Author(s):  
Pradivta Alfatihah ◽  
B. Sundari
Keyword(s):  
Return On Investment ◽  
Internet Banking ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Purposive Sampling

Penelitian bertujuan untuk mengetahui pengaruh transaksi perbankan elektronik terhadap kinerja keuangan entitas publik perbankan. Dengan menggunakan teknik purposive sampling, terpilih 42 sampel yang merupakan entitas publik perbankan selama periode 2013-2019. Penelitian menggunakan metode analisis regresi linier berganda, untuk menguji hubungan atau pengaruh variabel dependen dan independen. Hasil penelitian menunjukkan bahwa secara parsial, pemanfaatan teknologi ATM berpengaruh positif signifikan terhadap Return on Investment (ROI), sedangkan pemanfaatan internet banking dan mobile banking berpengaruh positif tetapi tidak signifikan terhadap ROI. Kemudian, penelitian juga menunjukkan bahwa pemanfaatan teknologi ATM, internet banking, dan mobile banking secara simultan berpengaruh positif signifikan terhadap ROI.

scholarly journals Effect of Bank Innovations on Profitability and Return on Assets (ROA) of Commercial Banks in Lebanon

2017 ◽  
Vol 9 (4) ◽  
pp. 35 ◽  
Author(s):  
Hiyam Sujud ◽  
Boutheina Hashem
Keyword(s):  
Social Sciences ◽  
Commercial Banks ◽  
Positive Impact ◽  
Credit Cards ◽  
Internet Banking ◽  
Mobile Banking ◽  
Significance Tests ◽  
Return On Assets ◽  
Point Of Sale ◽  
The Impact

The purpose of this research is to study bank innovations in the field of mobile banking, debit and credit cards, automated machines (ATM), internet banking, point of sale terminals (PST) and electronic funds transfer (EFT). It purposely looked into those innovations in relation to their influence on profitability and return on assets (ROA) of Lebanese commercial banks. Data was collected through a research questionnaire, and statistical analysis was done using the Package of Social Sciences Software (SPSS). The results revealed that there is a significant positive impact of bank innovations on profitability and return on assets of Lebanese commercial banks and significance tests also showed that the impact was statistically significant. Based on the results of the study, it can be concluded that bank innovations affect profitability and return on assets (ROA) of commercial banks in Lebanon positively.

scholarly journals Analyzing Effect of Alternative Banking Channels on Financial Performance of Burundi Commercial Banks: Evidence from Kenya Commercial Bank in Burundi

2020 ◽  
pp. 1-11
Author(s):  
Nkeshimana Carlos ◽  
Martin Onsiro Ronald
Keyword(s):  
Financial Performance ◽  
Commercial Bank ◽  
Commercial Banks ◽  
Strong Relationship ◽  
Target Population ◽  
Internet Banking ◽  
Sample Population ◽  
Mobile Banking ◽  
Significance Level ◽  
Descriptive Survey

The study sought to assess the effect of channels of alternative banking on financial performance of Kenya Commercial Banks in Burundi. The specific objectives were: to examine the effect of mobile banking on financial performance of Kenya Commercial Bank, Burundi; to assess the effect of internet banking on financial performance of Kenya Commercial Bank, Burundi; to examine the effect of auto teller machines on financial performance of Kenya Commercial Bank, Burundi; and to assess the effect of agency banking on financial performance of Kenya Commercial Bank, Burundi. The study employed descriptive survey research design as well as correlation research designs. Based on information obtained from KCB, the target population for the study was 37 employees and 114 customers. The researcher used Slovin’s formula to define the sample population n = 60 (14 employees and 46 customers). A questionnaire was used for data collection. The data was qualitatively and quantitatively analyzed. The results of the study showed that there was a strong relationship between the different banking distribution channels and the financial performance of KCB Bank. It also found that 14.1% of the total variance in financial performance of KCB Bank could be attributed to alternative banking channels. The remaining 85.9% of the variance in financial performance could be attributed to other determinants of financial performance that were not the focus of this study. ANOVA statistics revealed that the regression model was ideal since it had a significance level of 0.0%. The study also found that mobile banking, Automated Teller Machine, agencies and Internet banking affected the performance of commercial banks in a positive and statistically significant way. The study recommends that Burundian commercial bank sought to invest heavily in alternative banking as this will lead to an improvement in banks' financial performance. The study also recommended that KCB should examine the competitive environment and determine the means to achieve the goal of interoperability, and continue to make electronic banking products available, offering various types of bank cards adapted to the needs of each client.

scholarly journals BANKING INNOVATIONS: PERSPECTIVES AND THREATS OF ELECTRONIC BANKING SERVICES

2018 ◽  
pp. 121-136 ◽  
Author(s):  
Yaroslav CHAIKOVSKYI ◽  
Yaroslava KOVALCHUK
Keyword(s):  
Customer Service ◽  
Structural Changes ◽  
Innovation Policy ◽  
Banking System ◽  
Internet Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Current State ◽  
The World ◽  
Incident Cases

Introduction. Nowadays, innovation is not the only economic phenomena, which affects the growth of productivity of factors of production, growth of volumes of production, structural changes, economic growth and national competitiveness, etc. Now innovations have become identified with development and improvement in all areas of the economy, including banking business. The purpose of the article is to disclose the concept of “banking innovations” and then to study the current state of electronic banking innovations in Ukraine, to identify the main threats, which influence the development of innovations in the domestic banking system, and determine the prospects for the development of banking innovations. Results. The article defines the notion of “banking innovations”. The current state of electronic banking innovations and the influence of the Internet development on the banking services are considered. The essence of Internet banking is also revealed and its distribution in Ukraine and in Europe is analyzed. In addition, the article presents the main threats affecting the development of innovations in the banking system of Ukraine, and specifies incident cases and their consequences in Ukraine and in the world. The prospects for the development of banking innovations are considered, the most promising banking innovations that could be launched in Ukraine were proposed. Conclusions. In general banking innovations in Ukraine are not independent development of truly innovative and unique products, services or technologies at the world level. It`s noticeable that there is development in the field of electronic banking services. The undisputed leader in the implementation of innovation at all levels of its own activities is the PJSC PrivatBank. There are highlight key areas for improving innovation in the banking system of Ukraine, such as: the formation of innovation policy, the development of distance servicing, and improvement customer service. In addition, with the development of technologies, new threats to innovation in the banking system are emerging. So there should be given a lot of attention in order to be in demand and banking institutions need to keep pace with global innovation and trends.

scholarly journals PENGARUH FAKTOR INTERNAL, EKSTERNAL, DAN LAYANAN TRANSAKSI DIGITAL BANK TERHADAP PROFITABILITAS

2021 ◽  
Vol 10 (6) ◽  
pp. 607
Author(s):  
Marizka Distya Anastasia ◽  
Munari Munari
Keyword(s):  
Economic Growth ◽  
Commercial Banks ◽  
Quantitative Methods ◽  
Service Providers ◽  
Sampling Technique ◽  
Internet Banking ◽  
Company Size ◽  
Mobile Banking ◽  
Growth Data ◽  
Keywords Internet

One of the important factors for banking is financial service providers who describe the bank to perform performance as measured by profitability. Factors that cause changes in bank profitability can be seen from internal factors as well as external factors as well as the application of technology. This study aims to analyze, test, and prove the effect of CAR, NPL, LDR, BOPO, company size, inflation, economic growth, internet banking transactions, and mobile banking transactions on the profitability of commercial banks listed on the Indonesia Stock Exchange in 2015-2019. This study uses quantitative methods with secondary data obtained through bank financial reports available on the IDX and the website of the Badan Pusat Satistik (BPS) related to inflation and economic growth data. Determination of the sample using purposive sampling technique in order to obtain 6 commercial banks to be researched. Technical analysis of the data using multiple linear regression. The results showed that CAR has a significant positive effect on profitability, while BOPO, economic growth, and mobile banking transactions have a significant effect on profitability. However, NPL, LDR, company size, inflation, and internet banking transactions have no effect on profitability. Keywords: Internet banking; mobile banking; profitability

scholarly journals The impact of service delivery technology on bank performance: Evidence in Vietnam

2020 ◽  
pp. 38-42
Author(s):  
Vo Hoang Diem Trinh, Tran Thi Thuy Ngan Vo
Keyword(s):  
Service Delivery ◽  
Positive Impact ◽  
Internet Banking ◽  
Bank Performance ◽  
Mobile Banking ◽  
Return On Equity ◽  
Net Interest Margin ◽  
Sample Data ◽  
The Impact ◽  
Delivery Technology

This study investigates the impact of service delivery technology on bank performance by using the sample data of 21 Vietnamese commercial banks over the period 2007-2019. The study uses return on equity (ROE) and net interest margin (NIM) as a dependent variable representing bank performance. A set of variables including mobile banking (MB), internet banking (IB), and implementation degree of ATMs functions as a proxy for service delivery technology. The research results indicate that there is a significant positive impact of mobile banking (MB) and online banking (IB) on bank performance. In addition, this study has not found an impact on ATM implementation for bank performance.

Selection of appropriate electronic banking channel alternative

2015 ◽  
Vol 33 (3) ◽  
pp. 223-242 ◽  
Author(s):  
Vaibhav Mishra ◽  
Vrijendra Singh
Keyword(s):  
Research Work ◽  
Pairwise Comparison ◽  
Past Research ◽  
Internet Banking ◽  
Ease Of Use ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Content Type ◽  
Customer Base ◽  
Selection Of

Purpose – The purpose of this paper is to examine the important criteria responsible for the adoption of different electronic banking channel (EBC) alternatives in Indian perspective. It also evaluates the intensity of the various criteria, namely demographics, technological factors, service components and intention to use in determining the overall priorities of EBC. Design/methodology/approach – Data were collected from 110 respondents using pairwise comparison-based survey instrument. The collective data was analyzed using analytical hierarchy process and priorities of different EBC were computed. Findings – ATM was found out to be the most preferred EBC alternative, followed by internet banking (IB) and mobile banking. Awareness, self-efficacy, ease of use, usefulness and security were the criteria responsible for making ATM, the most preferred channel. Practical implications – This paper imparts a better understanding of customers’ preferences among different EBC alternatives. It also explores the relationship between different criteria and sub-criteria based on the data collected from both the parties involved in electronic banking, i.e. customers and bankers. This research would be helpful to guide the strategy maker of electronic banking, so that penetration rate may improve in India. This would also give an idea which factor should be given more emphases, while offering new electronic banking services. Considering same method, further detailed research on specific EBC is required. Similarly, studies of different demographic area may consider for robustness of concept. Originality/value – In the past research work, many researchers talked about the specific EBC and now it is needed to find the gap between all channels selection attitude, considering same parameters. Through pairwise comparison, priorities of different criteria and sub-criteria have been evaluated. This also leads to the selection of most preferred EBC. The results would also be useful in enhancing the customer base, thus reducing the barriers in the adoption of IB and mobile banking.

Sign in / Sign up

Export Citation Format

Share Document