scholarly journals Bank Service Delivery in Nigeria

2020 ◽  
Author(s):  
Akinbode James Olalekan
Keyword(s):  
Best Practices ◽  
Service Delivery ◽  
Banking Sector ◽  
Banking System ◽  
Legal Framework ◽  
Banking Services ◽  
Banking Service ◽  
History Of ◽  
Effective Use ◽  
Nigerian Banking

Nigeria as a country has recorded significant efficiency in bank service delivery considering her history of banking services. This assertion reflects in the views of banking sector stakeholders in the country and foreign assessors. One milestone was the introduction and effective use of electronic banking system in the last two decades which eliminated hurdles overt with the conventional banking era. Today, banking activities in Nigeria are possible at any time of the day and anywhere without any stress. This is not to say that it has fully complied with global best practices as there are still pockets of complaints from stakeholders especially customers which have expressed dissatisfaction in the quality of banking services rendered to them. In spite of the level of customers’ dissatisfaction, bank service delivery is better than what it was, and the Nigerian banking sector is presently at the front burner in terms of banking service delivery in Africa. Although challenges of employees’ knowledge gaps, technology, inadequate legal framework, incompetent manpower and staff improper attitude remain contentious in the Nigerian banking system, efforts from stakeholders especially the regulator to eliminate these challenges would bring about improved banking service delivery in Nigeria and make it close to global best practices, if not achieve it.

IMPROVING THE EFFICIENCY OF USING INFORMATION AND COMMUNICATION TECHNOLOGIES IN THE BANKING SYSTEM

2021 ◽  
Vol 4 (4) ◽  
pp. 41-46
Author(s):  
Ra’no Parpieva ◽  
◽  
Nafisa Norboyeva ◽  
Adiba Turayeva
Keyword(s):  
Information And Communication Technologies ◽  
Information Technologies ◽  
Banking Sector ◽  
Banking System ◽  
Modern Society ◽  
Communication Technologies ◽  
Payment Systems ◽  
Information And Communication ◽  
Effective Use ◽  
The Impact

This article will serve to select the system required for the effective use of information and communication technologies in the banking system and the impact of national payment systems in the banking sector on modern society, the effective use of new modern information technologies in the system.Study of foreign experience to select information and communication technologies that should be used in modern banks with information and communication technologies in the banking system, which have been used before.

Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 841-867 ◽  
Author(s):  
Samson Yusuf Dauda ◽  
Jongsu Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transaction Cost ◽  
Conjoint Analysis ◽  
Discrete Choice ◽  
Waiting Time ◽  
Consumer Preference ◽  
Content Type ◽  
Banking Service ◽  
Nigerian Banking

Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.

Challenges and Issues in E-Banking Services and Operations in Developing Countries

2016 ◽  
pp. 237-281
Author(s):  
Preeti Rana ◽  
Durgesh Pandey
Keyword(s):  
Developing Countries ◽  
Banking Sector ◽  
New Technologies ◽  
New Technology ◽  
Banking Services ◽  
Banking And Finance ◽  
Banking Service ◽  
Wide Range ◽  
The World ◽  
Recent Developments

In recent years we have seen a number of changes in banking sector of India. Main objective of banks is to create more value for customers; that is why most of the banks have begun to take an innovative approach for this purpose. In the world of banking and finance, nothing stands still. Now a day's banking activities is not limited to deposit and lending money to customers Apart from traditional business, banks provide a wide range of services to satisfy the needs of all types of customers whether it is financial or non-financial needs from the smallest account holder to the largest company and in some cases of non-customers. As a result of recent developments, the entire banking industry has restructured and new technologies are also introduced to make it competitive. Revolution of Information Technology has made it possible to provide ease and flexibility in operations to customers thus making life simpler and easier so bank can provide a variety of products and services to the customers. The E-Banking process has changed the way of working of banks across the world. In the chapter, the author reviews the literature on “The issues and challenges of e-banking service operation” what is the perception of people towards E-Banking in different developing countries?” As E-Banking is an emerging concept in the field of commerce and banking. This paper furnishes the study of E-banking in developing countries through an analysis of content & existing literature that focused on developing countries. The main purpose of the study is to present the current level of research on E-banking in developing countries. Electronic banking (e-banking) is the new technology in banking environment that allows the bank customers to do banking activities at any time and from any place.

Assessing the Determinants of Adoption of M-Banking by Students

2016 ◽  
pp. 120-136
Author(s):  
Gazal Punyani ◽  
Sourabh Sharma
Keyword(s):  
Banking Sector ◽  
Service Providers ◽  
Banking Industry ◽  
Banking System ◽  
Study Data ◽  
Mobile Banking ◽  
Banking Services ◽  
Technology Adoption Model ◽  
Adoption Model ◽  
The Impact

Technology is entwined in almost every part of one's lives. Today's students are using more technology than ever before. Information technology has revolutionized every industry and especially the banking industry. Tremendous improvements in technology have taken place in the Indian banking sector. Among all, Mobile Banking (m-banking) is the recent phenomenon that changed country's banking system. Students, being considered as most technically knowledgeable make most use of mobile banking services among all the banking customers. Therefore, the focus is particularly towards the young students engaging in m-banking services and to evaluate the factors that influence them to adopt m-banking. The study considers extended Technology Adoption Model (TAM) to measure the impact of the factors on adoption of m-banking. For the study, data was collected through questionnaire from 217 students of Western Rajasthan. The result of this research would provide valuable information to service providers in order to improve their m-banking services.

scholarly journals Glimpse of interaction between traditional and digital banking instruments

2021 ◽  
Vol 2021 (1) ◽  
pp. 101-107
Author(s):  
Oleg Usherovich Avis ◽  
Vladimir E. Kosarev
Keyword(s):  
Customer Service ◽  
Banking System ◽  
Special Importance ◽  
Successful Operation ◽  
Banking Services ◽  
Global Trends ◽  
Banking Systems ◽  
Banking Service ◽  
Global Trend ◽  
Bank Employee

The article is focused on studying the global trends in banking systems: development of digital banking, displacement of traditional banking - banking of branches (affiliates). Within the framework of this global trend, a hybrid banking service model is noticed to be forming, where traditional and digital banking systems complement each other. The concepts of traditional and digital banking are given a detailed consideration. The element of traditional banking – a “live” dialogue between a client and a bank employee - is a very important aspect for the efficient customer service and banking system on the whole. The models of the banking system of modern Russia, Germany, Switzerland and other countries of continental Europe are largely homogeneous. The interaction of traditional and digital banking instruments develops according to the general principles. There has been analyzed the research of the German economists and bankers. There has been mentioned the successful operation of banks in Switzerland, Germany and other banks using the banking systems of the continental model for building new cooperatives of banking instruments. A special importance is given to another global trend - the creation of financial and banking ecosystems, which today mean the combination of banking and non-banking services in the interests of developing a client-oriented approach. There has been justified the hypothesis of the inevitability of building a hybrid model of traditional and digital banking, its actual implementation into actively developing financial and banking ecosystems.

scholarly journals ISSUES OF FORMING PERSONNEL CAPACITY IN THE CONTEXT OF THE DEVELOPMENT OF THE ISLAMIC BANKING SECTOR IN THE REPUBLIC OF TAJIKISTAN

2020 ◽  
pp. 127-132
Author(s):  
Sh. S. Sharipov
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Training System ◽  
Islamic Finance ◽  
Islamic Banking ◽  
Personnel Training ◽  
Banking Services ◽  
The Republic

The issues of forming personnel capacity in the Republic of Tajikistan, in the context of the launch of the first Bank providing services in accordance with the principles of Islamic Finance have been considered. For the purpose of a comprehensive assessment of the situation, the experience of individual countries in this area of activity, as well as the experience of previous research, ware studied. Conclusions about the state and prospects of development of the Islamic banking system in the current conditions, as well as a description of a number of measures, the implementation of which will ensure the acceleration of formation of the necessary personnel capacity in the Republic of Tajikistan have been given. In particular, the proposed measures address the issues of creating a competitive personnel training system, improving the quality of banking services provided and customer satisfaction.

scholarly journals Interest Free Banking in Ethiopia: Customer Awareness, Satisfaction and Its Role on Economic Development

2021 ◽  
Vol 5 (1) ◽  
pp. 48
Author(s):  
Debebe Alemu Kebede
Keyword(s):  
Economic Development ◽  
Banking System ◽  
Secondary Data ◽  
Employment Opportunity ◽  
Annual Reports ◽  
Primary Data ◽  
Free Banking ◽  
Banking Services ◽  
Banking Service ◽  
The Government

This study is aimed at evaluating the customer’s awareness and satisfaction toward Interest-free Banking and its role on Ethiopia economic development with some selected Commercial Bank in Ethiopia. To achieve the aim of the study the primary data was collected from Customers and Managers of the selected banks by using convenience method through questionnaire and interview. While, secondary data was collected by compiling and summarizing the bank’s Annual reports and Journals. The collected data was analyzed in descriptive and inferential analysis. The finding of the study depicts as low customer awareness regarding Interest-free Banking services except the Interest-free Banking account holders. Further, majority of Interest-free Banking account holders are more or less satisfied with the current Interest-free Banking services provided since, it can  potentially  serve as  an  alternative  banking  channel  in  filling  the  gap  left  unaddressed  by  conventional  banking  and economic  development in relation to idle  monetary  resource  mobilization  and  allocation,  inviting  to  use  banking system, creating employment opportunity, supporting GDP growth and assisting in stabilizing crisis and arresting inflation. Based on the study result it concluded as Interest Free Banking have its own role on the country economic development through mobilizing the idle monitory resource, allocating the monitory resource, creating employment opportunity, and inviting to the banking system. Therefore, it recommended as the banks should make aggressive promotion on Interest Free Banking services for customers awareness specially those of out of Muslim customers, the government has to support and should give more emphasis to enable Interest Free Banking service, promote Interest Free Banking which can help assist the economy in stabilizing economic crisis and arresting inflation.

scholarly journals Opportunities and Challenges of Online Banking in Nepal

The Batuk ◽  
2021 ◽  
Vol 7 (2) ◽  
pp. 37-51
Author(s):  
Sanita Mastran
Keyword(s):  
Banking Sector ◽  
Banking System ◽  
Negative Influence ◽  
Advanced Technology ◽  
Security And Privacy ◽  
Structured Interviews ◽  
Banking Services ◽  
Challenges And Opportunities ◽  
Technological Developments ◽  
Self Administered Questionnaire

This descriptive study aims at exploring the challenges and opportunities of e-banking in the Nepalese banking sector. The required data are collected from bank employees by applying a self administered questionnaire, semi-structured interviews and the desktop research. The findings demonstrate that banks expand to e-banking services in order to remain competitive, to update themselves with new technological developments and to minimize transaction cost and to facilitate customers. The major challenges faced the e-banking customers are non-familiarity with advanced technology, internet connection problems, problems regarding security and privacy. These challenges have a negative influence on the adoption of e-banking services by customers in Nepal. To overcome the challenges, Nepalese banking industry should invest on adopting the most secured and trustworthy e-banking system and educating customers on the use and importance of e-banking regularly.

scholarly journals Thai Banking: A Note on Technological Change and Technological Capabilities

2008 ◽  
Author(s):  
Jarunee Wonglimpiyarat
Keyword(s):  
Technological Change ◽  
Banking Sector ◽  
Banking System ◽  
Technological Capabilities ◽  
Technological Regime ◽  
Innovation Development ◽  
Banking Services ◽  
Use Of Technology ◽  
1960S And 1970S ◽  
The 1960S

This paper reports on the technological capabilities and learning of Thai banking system. It identifies innovation development of the system as it evolved and how the learning process took place. This study is based on a leading technological regime change literature and the results are based on the study of five commercial banks: Bangkok Bank, Siam Commercial Bank, Thai Farmers Bank (Kasikorn Bank), Krung Thai Bank, and Bank of Ayudhya. Mass automation of work procedures occurred during the 1960s and 1970s while the smart automation regime began in the early 1970s. The ways in which the banks improved their technological capabilities via electronic banking services is explored. The results also show that the use of technology in the mass automation regime is carried through to the smart automation regime, showing that the technological change in the banking sector is not revolutionary, but ocurred slowly, i.e. evoled via slow learing process.  

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