scholarly journals The Impact of Electronic Banking Services on Customer Satisfaction in the Sudanese Banking Sector

2018 ◽  
Vol 11 (6) ◽  
pp. 102 ◽  
Author(s):  
Adam Ahmed Musa Hamid ◽  
Nabil Mohamed Abdo Alabsy ◽  
Mohanad Abbas Mukhtar
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Positive Impact ◽  
Research Paper ◽  
The Internet ◽  
Electronic Banking ◽  
Banking Services ◽  
Bank Management ◽  
Internet Users ◽  
The Impact

This research paper aims to study the impact of electronic banking services on customer satisfaction at Sudanese banks. Questionnaires were designed by the researchers. Data and information have been collected and analyzed from the internet users in the Sudanese banks clients. The study found that there are statistical significant differences of electronic services provided by the Sudanese banks on customer satisfaction. The study attempted to explain the various means of electronic banking services which might lead to the customer satisfaction.This paper showed that the banking services over the internet has a positive impact on customer satisfaction. This study recommended that the bank management should focus on spreading the knowledge of the electronic banking services to the customers. This study emphasized the importance of the electronic banking services and recommended that the bank management should spread the technological awareness among current and prospective customers, and develop suitable infrastructure for electronic banking services in the Sudanese banking sector.

scholarly journals Electronic Banking Strategies and Their Impact on Customers’ Satisfaction: Empirical Evidence from Palestine

2019 ◽  
Vol 15 (10) ◽  
pp. 20
Author(s):  
Mohammad Sharif Sulaiman ◽  
Naser AbdelKarim
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Survey Design ◽  
Alternative Hypothesis ◽  
Working Hours ◽  
Main Question ◽  
Wireless Internet ◽  
Electronic Banking ◽  
Banking Services ◽  
The Impact

Digital banking could be a new era for banks in Palestine. Electronic banking services have become an essential part of the banking services in most of the banks in Palestine, along with the traditional banking represented by the physical branches. Recently, more banks in Palestine have shifted towards Electronic Banking services by utilizing the advancement in the Information and Telecommunication technology thereby enhancing the customer experience and satisfaction, and increasing the efficiency of the banking services, since electronic banking is available 24/7, with no restrictions on working hours. This study examines the correlation between electronic banking services in Palestine and customer satisfaction. The main question is: “What is the impact of the electronic banking strategies on customers’ satisfaction within the banking sector in Palestine?” The methodology used to tackle this question is based on two major components: a) survey design targeting 347 banks’ customers in 8 banks in Palestine, b) Direct interviews with the Top management of two major banks in Palestine (Arab Bank and Bank of Palestine) on the bank's future strategies towards Electronic banking. With the introduction of the Third generation of wireless internet (3G) service in Palestine, the internet has become readily available and accessible, at any time. Along with the availability of traditional wireless network in the bank itself, the banking systems in Palestine are moving quickly toward digitalization. This study finds several interesting findings, one of these findings is the significant positive correlation between electronic banking strategies and customer satisfaction using these services. Thus, the study null hypothesis was rejected and the alternative hypothesis was accepted. This finding will be guiding the banks in Palestine to build strategies focusing on electronic banking services to achieve one of their top objectives by attracting and retaining their customers for the long-term.

The Effect of Pleasure and Arousal on Satisfaction and Word-of-Mouth: An Empirical Study of the Indian Banking Sector

2013 ◽  
Vol 38 (2) ◽  
pp. 95-104 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Positive Impact ◽  
Sampling Procedure ◽  
Equation Modeling ◽  
Public And Private Sector ◽  
The Impact

During the last decade, the Indian banking sector has shown a remarkable advancement in terms of innovation, growth, and value creation. Behind this development of the Indian banking sector, several factors like customer satisfaction and word-of-mouth (WOM) are responsible. Literature has reported that pleasure and arousal play an important role in customer satisfaction. Investigations have been carried out on the influence of pleasure and arousal on behavioural intentions including satisfaction and WOM. However, there has been no such study for the banking sector. This gap in research has motivated this study. This paper suggests a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfaction on WOM. Based on prior literature, several hypotheses stating the linkages among pleasure, arousal, satisfaction, and word-of-mouth were developed. Russell�s framework for pleasure and arousal (emotion) formed the basis of the model. For the purpose of the study, face-to-face interviews with a structured questionnaire were conducted to collect data. Participants included customers above 18 years from both public and private sector banks in three cities namely, Kolkata, Durgapur, and Haldia of West Bengal, India. Data collection was done with the use of area sampling procedure. Out of 500 questionnaires administered, about 310 questionnaires were useable for analysis. The data analysis was done with SPSS 19 and AMOS 18. Structural equation modeling (SEM) using AMOS 18 was applied to explore the links between the constructs in the conceptual model. The overall fit of the conceptual model was assessed using several indices furnished in the AMOS output. The fit index results suggested model fitness with the data. The results of the study indicate that: Pleasure has significant positive and negative impacts on satisfaction and WOM respectively. Arousal has significant negative and positive impact on satisfaction and WOM. Satisfaction has positive significant impact on WOM.

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 Impact of Automated Teller Machine (ATM) Service Quality on Customer Satisfaction in the Nepalese Commercial Banks

2019 ◽  
Vol 3 (1) ◽  
pp. 7-18
Author(s):  
Chhemanand Joshi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Influencing Factor ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer Satisfaction Survey ◽  
The Impact

The aim of this study was to understand the impact of ATM service quality on the customer satisfaction in Nepalese banking sector. This study has used the primary data of customer satisfaction survey (N = 60). The data was collected using a structured questionnaire designed to ascertain the satisfaction levels. Descriptive statistics analysis was used to explain the satisfaction level of respondents. Correlations and multiple linear regression analysis were used to test the hypothesis. The ATM services have positive impact on the customer satisfaction; if proper functioning is ensured by the banks, there will be significantly higher customer satisfaction. Availability of cash has highest impact on customer satisfaction. Next most influencing factor is location of ATM. The study has been carried out primarily in Dhangadhi, Kailali and hence cannot be generalized on all over Nepal. The banks can utilize the finding to improve the services of ATMs and can enhance the overall satisfaction of their customers. The paper has identified, availability of cash as the most influencing significant factor, which the banks may take care to enhance the customer satisfaction.

scholarly journals Impact of an educational intervention on internet usage, among students of an urban higher secondary school in Kochi, Kerala

2020 ◽  
Vol 7 (7) ◽  
pp. 2754
Author(s):  
Reshma Javed ◽  
Sreelakshmi Mohandas ◽  
Alexander John ◽  
Nimitha Paul ◽  
Retheesh Kumar
Keyword(s):  
Secondary School ◽  
Educational Intervention ◽  
Internet Use ◽  
Positive Impact ◽  
Internet Usage ◽  
The Internet ◽  
Internet Users ◽  
Post Test ◽  
Use Of The Internet ◽  
The Impact

Background: Two-thirds of the 1.11 billion internet users globally are from developing countries. In India, there were 243 million internet users, in 2014. The objectives were to determine the impact of an educational intervention, on internet usage, to estimate the prevalence and to assess the pattern of usage and to assess factors associated with internet usage among students of a higher secondary school.Methods: A school-based interventional study was carried out in Model Technical Higher secondary school, randomly selected from a list of schools in the field practice area of the department. The minimum calculated sample size was 50. All students from 11th and 12th standards were included in the study. The intervention was an interactive health education session focussing on the efficient and safe use of the internet. Post-test data were collected one month after the intervention.Results: The prevalence of internet use was 97%, with the majority starting to use the internet between the ages of 11 and 14 years. Our intervention did not bring a significant change to the number of internet users; however, there was a significant decrease in the number of students using the internet from cafés, the safety concerns of which were addressed during the educational talk.Conclusions: The educational intervention had a positive impact on internet use among students. Therefore, identifying patterns of internet use among students and educating the youth regarding the proper use of the internet is essential.

scholarly journals A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac

2012 ◽  
Vol 4 (8) ◽  
pp. 467-476
Author(s):  
Chun-Chu Liu ◽  
Li-min Chuang . ◽  
Chien-Min Huang .
Keyword(s):  
Customer Satisfaction ◽  
Financial Institutions ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Customer Relationship ◽  
Banking Services ◽  
Domestic Banks ◽  
The Impact ◽  
The Relationship

As the Taiwanese government gradually opens up the country’s banking sector in recent years, the number of financial institutions of Taiwan has increased rapidly. Until the end of January 2010, the number of the domestic banks is up to 37, the average number of the customers served in each branch is less than 4,000. As all banks wish to be more competitive in such an environment, new advertising and marketing skills are taken. New banking services and technology are also provided in order to attract more customers. The study aims to discuss the relationship among three aspects including the Electronic Customer Relationship Management, Customer Satisfaction, Customer Loyalty, and we choose Bank Sinopac users as subject. In addition, the following results are concluded by statistics and analysis: 1. Using e-CRM had obvious on the customer satisfaction and customer loyalty. 2. Customer satisfaction had obvious on the customer loyalty.

scholarly journals E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector

2018 ◽  
Vol 10 (2) ◽  
pp. 151 ◽  
Author(s):  
Thabit Altobishi ◽  
Gizem Erboz ◽  
Szilard Podruzsik
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Positive Relationship ◽  
Banking Sector ◽  
Ease Of Use ◽  
Electronic Banking ◽  
Banking Services ◽  
Survey Questions ◽  
Statistical Results

In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.

scholarly journals Impact of Electronic Banking Services on Bank Transactions

2017 ◽  
Vol 9 (2) ◽  
pp. 111
Author(s):  
Najah Hassan Salamah
Keyword(s):  
Sample Size ◽  
Professional Training ◽  
Banking Sector ◽  
Electronic System ◽  
Total Sample ◽  
Electronic Banking ◽  
Banking Services ◽  
Total Sample Size ◽  
Financial Activity ◽  
The Impact

The objective of the research was to evaluate the significance of electronic system integrated in the banking sector for providing convenience services to their clients and the overall impact caused by electronic services on bank transaction. The research has applied analytical descriptive methodology to analyze the impact of electronic banking services on the bank transactions. The total sample size taken for the study was 150 and the questionnaires were distributed among the clients and bank officials to collect the data. The analysis revealed that electronic services have contributed to increase both the financial activity of the bank as well as number of its clients. In the banking sector, professional training can be given to banking officials, so that they can effectively work on the electronic system. The satisfaction has covertly impact a customer inclination towards electronic banking and electronic banking has positively influenced the banking transaction.

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.

scholarly journals Estimating the Effect of the Internet on International Trade in Services

2018 ◽  
Vol 6 (1) ◽  
pp. 65 ◽  
Author(s):  
Ayoub Yousefi
Keyword(s):  
Developing Countries ◽  
International Trade ◽  
Positive Impact ◽  
Developed Countries ◽  
Dynamic Panel Data ◽  
Real Effective Exchange Rate ◽  
The Internet ◽  
Trade In Services ◽  
Internet Users ◽  
The Impact

<p><em>This paper assesses the relationship between the Internet and international trade in services. While there are similarities and discriminating differences between trade in services and goods, it is widely believed that the recent rapid internet penetration has benefitted trade in services more than trade in goods. The study carries out an empirical assessment of the contribution of the internet to services export and import for a total of 63 developed and developing countries over the period of 2000-2014. As most explanatory variables are likely to be jointly endogenous with services export and import, we run GMM regressions developed for dynamic panel data. </em><em></em></p><p><em>Our results are, in general, consistent with the previous findings that growth in internet users and GDP as well as measures of trade openness all has positive impact on services export and import. For instance, a</em><em> </em><em>1% increase in internet users in the partner countries leads to 0.27% and 0.08% increase in services export and import, respectively, in the combined group of reporting countries. </em><em>The impact of </em><em>internet on services export appear larger for developed countries, 0.52%, and insignificant for developing countries. The estimated coefficients of population appear significant while carry unexpected signs. Finally, the real effective exchange rate is significant for the services import only</em><em>. </em><em></em></p>

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