scholarly journals Customer's Adoption for Technology-Enabled Delivery Channels in Selected Public Sector Banks

2015 ◽  
Vol 10 (12) ◽  
pp. 215
Author(s):  
Neha Gupta ◽  
Vandana Tandon Khanna
Keyword(s):  
Public Sector ◽  
Research Effort ◽  
Age Groups ◽  
Internet Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Automated Teller Machines ◽  
Public Sector Banks ◽  
Mumbai City ◽  
Structured Questionnaire

<p><strong>Purpose</strong>–The purpose of this paper is to investigate customer’s adoption for technology-enabled delivery channels such as Automated Teller Machines (ATMs), Internet banking, Tele-banking, mobile banking and branch lobby kiosks of selected Public Sector Banks (PSBs). In addition, the study consists of the customer’s willingness for adopting banks delivery channels and customer demographics influence on delivery channels in specific for Mumbai city (India).</p><p><strong>Design/methodology/approach</strong>–For this study, structured questionnaire was administered to collect the primary data and random sampling method was adopted. The paper also presents a multi-year research effort on e-banking in delivery channels and suggests strategies to enhance the channelization of banking products and services through usage of delivery channels.</p><p><strong>Findings</strong>–The findings reveal that the customer’s willingness for adoption of various technology-enabled delivery channels is lower than the banks’ acceptable level. The usage of technology-enabled delivery channels such as Automated Teller Machines (ATMs) and Internet banking is high in Mumbai. The results also show that the usage of mobile banking and branch lobby kiosks is very low. Most of respondents are using Internet banking for the purpose of fund transfer and account information. ATMs service is highly used among 36-45 years of age groups. Promoting awareness about benefit of technology-enabled delivery channels is of utmost important to increase usage of technology-enabled delivery channels.</p><p><strong>Practical implications/limitations</strong>–The paper presents the opportunity for bank marketers to adapt to market orientated approach. They can consider customers usage pattern to increase the effectiveness of delivery channels. The results suggest that banks strategic and tactical activities require improvement in order to become more customer-focused and market-oriented. Furthermore, the scope of the study was selected PSBs’ customers residing in Mumbai city (India).</p><strong>Originality/value</strong>–Previous studies that sought adoption of innovative delivery channels lack concern to user’s inclination to technology-enabled delivery channels. This paper makes a valuable contribution in the field of marketing strategy of banks, and evaluate to what extent consumers are ready to accept and use the products or the services introduced.

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>

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.

scholarly journals A Study on Labour Welfare Practices in Karnataka Soaps and Detergents Ltd, Bengaluru

2021 ◽  
Vol 9 (1) ◽  
pp. 38-46
Author(s):  
K B Ravindra
Keyword(s):  
Public Sector ◽  
Social Security ◽  
Industrial Relations ◽  
Well Being ◽  
Primary Data ◽  
The Public ◽  
Economy Globalization ◽  
Social Security Benefits ◽  
Structured Questionnaire

The importance of Labour Welfare in Industrialisation and Economic Development has been recognized globally. It is an important dimension in Industrial Relations, which includes overall welfare facilities designed to take care of well being of Employees and Workers. During the 1990s, the measures of economic reforms introduced in the country have given rise to a wave of rapid and radical changes in the structure and working of our economy. Globalization, Liberalisation, Privatisation, etc. have completely changed the functioning of the Indian Economy and forced the employees, workers, and their organizations to adapt and adjust by reorienting their ways to survive and thrive amidst the forces of change and competition. The aspect of Labour Welfare and Social Security has tremendous significance in the Public Sector, Private Sector and Multinational Organisations. It is firmly believed that money and environment given to employees is a long term investment and will never go waste. Against this backdrop, a detailed study has been conducted at Karnataka Soaps and Detergents Ltd, Bengaluru, a Public Sector Organisation. Primary data collected through a Structured Questionnaire from 100 respondents covering all levels and departments has revealed that most of the Labour Welfare and Social Security provisions are being satisfactorily provided by the company to its employees and workers. It is suggested that the company carefully look into those areas where employees/workers have expressed dissatisfaction. The article concludes by stating that if an organisation provides good welfare and social security benefits, then it will be able to procure and develop a unique pool of people who can continuously take the organization to new levels of growth and sustainability.

Financial Misappropriation in the Nigerian Public Sector: A Determination of the Role of the Internal Auditor

2017 ◽  
Vol 3 (2) ◽  
pp. 7-17
Author(s):  
J. K. Oyadonghan ◽  
S. Ogoun
Keyword(s):  
Public Sector ◽  
Research Effort ◽  
Internal Audit ◽  
The State ◽  
Least Square ◽  
Primary Data ◽  
Economic Management ◽  
Internal Auditor ◽  
Internal Auditors ◽  
The Public

The continued search for a solution to the problem of poor economic management due to financial misappropriation in the public sector, and the public’s outcry against internal auditors because of their perceived connivance necessitated the current study. Furthermore, the position canvassed by internal auditors with respect to their scope of responsibility further justified the need for this research effort. Accordingly, this study was undertaken to determine, whether or not, the internal auditor has a role to play in ensuring the proper utilization of the nation’s economic resources, bearing in mind the rules specifying the scope of the internal audit function in the public sector. Drawing from the research model of survey design, both a structured questionnaire and oral interview data collection platforms were deployed to collect primary data from audit, and another staff of selected ministries in the State and the least-square regression analysis was adopted in testing the hypotheses. From the analysis, and from personal interview, the researchers were able to find out that internal audit has a responsibility to detect and prevent financial misappropriation in the public sector. It was also found out that the internal auditors in the State Civil Service are not independent, which affects their freedom to report such acts of financial misappropriation to the legislative arm for proper action. Therefore, it is recommended that The State legislative arm should ensure that the independence of the internal auditor is guaranteed by a statute.

scholarly journals Customers Perception towards Security and Privacy Issues of ATMs in Selected Public Sector Banks with Special Reference to Ramanathapuram District

2020 ◽  
pp. 112-118
Keyword(s):  
Public Sector ◽  
Special Reference ◽  
Credit Card ◽  
Sampling Method ◽  
Structured Interview ◽  
Internet Banking ◽  
Security And Privacy ◽  
Public Sector Banks ◽  
Banking Credit ◽  
Privacy Issues

The ongoing advancements in Indian financial innovation have changed banking from the customary framework towards a progressively comprehensive one fusing the premiums of clients, the bank and nature. These days, banking tasks can be brought out through different financial conveyance channels from the bank offices. ATM is the most mainstream banking conveyance channel and the phenomenal achievement of ATMs had made the financial division fearless to grow increasingly imaginative elective conveyance channels such as Internet banking, mobile banking, Green channel counters, kiosk banking, credit card, debit card, online bill payment services etc. But in today's era of banking operation, identity theft, password protection is no longer adequate to guard your personal information. The paper mainly focuses on customers perception towards security and privacy issues of ATM’S in selected public sector banks with special reference to Ramanathapuram District. A Multi stage sampling method was used to select the banks and convenience sampling method has been adopted to select the respondents to collect data from 250 respondents by using a structured interview schedule. The result of the study shows that there may be deduction charges in ATMs is most influencing factor in security issues.

scholarly journals Assessing the Effects of Experiential Quality on Behavioural Intention of Customers in Banking Services: The Moderating Role of Experiential Satisfaction

2021 ◽  
pp. 231971452110528
Author(s):  
Sudin Bag ◽  
Nilanjan Ray ◽  
Bidisha Banerjee
Keyword(s):  
Public Sector ◽  
Behavioural Intention ◽  
Banking Services ◽  
Behavioural Intentions ◽  
Public Sector Banks ◽  
Experiential Quality ◽  
The Relationship ◽  
Moderating Role ◽  
Structured Questionnaire

This article investigates the relationship between experiential quality and behavioural intention of the consumers towards banking services during the pandemic situation. The study also examines the role of experiential satisfaction as a moderator between experiential quality and behavioural intentions. The data are collected through a self-administered structured questionnaire from 560 account holders of public sector banks in India. The data are analysed using PLS-SEM to find the empirical results of the study. The results indicate that the experiential quality positively and significantly influence the behavioural intention of the consumers towards banking services during the crises. Moreover, it is also revealed that experiential satisfaction moderate the relationship between experiential quality and behavioural intention of consumers in public sector banks.

Comparative Analysis of Service Quality Perception Between Public Sector and Private Sector Banks of India

2019 ◽  
pp. 117-138
Author(s):  
Deepika Singh Tomar ◽  
Rohit Singh Tomar
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Financial Institutions ◽  
Banking Sector ◽  
Research Work ◽  
Retail Banking ◽  
Primary Data ◽  
Public Sector Banks ◽  
Quality Aspects ◽  
Private And Public

The chapter deals with the study of customers' expectations as well as their perceptions for service quality in banking sector. Again, the study focuses on the influence of major demographic variables such as age, income, education, and occupation on customers' expectations and perceptions for service quality. Moreover, this research work has been carried out with the help of primary data collected through a survey of 300 retail banking customers (i.e., 150 ICICI Bank customers and 150 SBI customers of Agra region). In India, retail banking is one of the fastest growing industries. The present study has endeavored to examine the service quality aspects of the two leading banks in Agra region and will also help the other private and public sector banks and financial institutions to have a better understanding of customer needs and the booming opportunities in retail banking in India.

Innovative HRM Practices: A Comparison of Public and Private Sector Banks of India

2015 ◽  
Vol 2 (1) ◽  
Author(s):  
Harjeet Kour ◽  
Kamlesh Gakhar
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Performance Management ◽  
Primary Data ◽  
Public And Private ◽  
The Public ◽  
Public Sector Banks ◽  
Hrm Practices ◽  
Significant Difference ◽  
Public And Private Sector

Due to globalisation, public sector banks are facing tough competition from the private sector banks, both domestic and foreign. To improve their efficiency and to excel in performance, they have realised the significance of innovative HRM practices, which were earlier being used largely by private sector banks. The present study is based on primary data collected from four hundred two employees of eight banks of India comprising of four banks each from the public and private sector. We examine if there is any statistically significant difference between public and private sector banks in the implementation of forty nine innovative HRM practices. These practices fall under seven different heads: recruitment and selection, training and development, performance management, compensation management, career development, employee motivation and employee security. The results of the t-tests indicate that in the area of innovative HRM, organisational policies and practices in the public and private sectors remain different in many important respects. It has been found that the private sector banks are far ahead of the public sector banks regarding the implementation of these practices. Further, it has been found with the help of different statistical tools that the level of implementation of these innovations in the eight surveyed banks also varies when examined individually.

scholarly journals Core Service Quality in E-Banking in Madurai City- A Comparative Study among Private Sector and Public Sector Banks

2019 ◽  
Vol 7 (2) ◽  
pp. 77-83
Author(s):  
Sreeja S U K Pillai ◽  
M S Balaji
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Customer Loyalty ◽  
Internet Banking ◽  
The Internet ◽  
Public Sector Banks ◽  
The Core ◽  
Private And Public ◽  
Core Service

Internet banking can be defined as transactional online banking. It helps customers to access their accounts via the internet. It saves time, convenient and flexible for the customers to operate and bankers to provide the service. Increasing competition has forced the banks to think of better ways and means to generate better e-service qualities and services. When the core service quality offering is prompt, the banker can improve the customer satisfaction and thereby create customer loyalty. So the study has been made on identifying the service quality gap in Core Service quality offerings of Private and Public Sector Banks in Madurai city. Private sector bank customers comparatively perceive better service quality.

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