scholarly journals Exploring the Quality of Internet Banking Services in Kingdom of Bahrain

2013 ◽  
Author(s):  
Ali Al-Soufi
Keyword(s):  
Internet Banking ◽  
Banking Services ◽  
Internet Banking Services

scholarly journals DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

2019 ◽  
Vol 9 (1) ◽  
pp. 031
Author(s):  
Noviryantika Noviryantika
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression ◽  
Internet Banking ◽  
Analysis Method ◽  
System Availability ◽  
Banking Services ◽  
Independent Variable ◽  
Internet Banking Services

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

scholarly journals ENAM KEKUATAN LAYANAN JASA INTERNET BANKING: TINJAUAN DARI PERSEPSI NASABAH

2017 ◽  
Vol 13 (2) ◽  
pp. 86-98
Author(s):  
Ronny
Keyword(s):  
Communication Channel ◽  
Banking Industry ◽  
Internet Banking ◽  
Qualitative Approach ◽  
Customer Participation ◽  
Technology Infrastructure ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

The banking problem studied is the kind of strength which is become the base of services in the field of internet banking. The study was conducted by analyzing the consumers perception in the 5 variables of service quality consist of security, reliability, responsiveness, physical ability, and collateral. As much as 10 informants who are users of internet banking of bank in Indonesia has been interviewed about their perceptions of the quality of internet banking services. This study uses qualitative approach. The analysis showed that there are 6 strength that underlies the quality of internet banking services namely communication, channel of customer participation, service facilities, human resources, technology infrastructure and norms. The sixth strength of the internet banking service is a dimension of strength to compete in the banking industry.   Masalah bank yang diteliti adalah kekuatan apa yang menjadi landasan layanan jasa di bidang internet banking. Penelitian dilakukan dengan menganalisis persepsi nasabah pada 5 variabel kualitas layanan yakni keamanan, keandalan, responsif, kemampuan fisik, dan jaminan. Sebanyak 10 informan yang merupakan pengguna internet banking dari bank di Indonesia telah diwawancarai mengenai persepsi mereka terhadap kualitas layanan internet banking. Penelitian ini menggunakan pendekatan kualitatif. Hasil analisis menunjukkan bahwa terdapat 6 kekuatan yang melandasi kualitas layanan jasa internet banking yakni komunikasi, saluran partisipasi nasabah, fasilitas layanan, sumber daya manusia, infrastruktur teknologi dan norma. Keenam kekuatan layanan internet banking tersebut merupakan dimensi kekuatan bersaing dalam industri perbankan.

scholarly journals THE MEASURMENT OF THE PERCEPTION OF CUSTOMERS TOWARDS INTERNET BANKING SERVICES IN RAMANATHAPURAM DISTRICT

2019 ◽  
pp. 1-5
Author(s):  
Mrs. P. Sountharya ◽  
G. Karunanithi
Keyword(s):  
Customer Service ◽  
Services Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Internet Banking ◽  
Banking Services ◽  
Level Of Satisfaction ◽  
Customer Services ◽  
Internet Banking Services

Customers are the most important assets of any business. The success and failure of any business depends upon how far they satisfy the expectation of their customers. The increase in volume of customers automatically lead to deterioration in quality of customer services. Banks are an important social organization rendering valuable nancial services to its customers. Realizing the importance of customer service in banks, recommendations are made by various committees to improve the services quality of banks. The nationalization of major commercial banks led to 'Mass banking' which in turn increased the volume of customers. In the present study primary and secondary data have been used. In the study convenient random sampling technique has been adopted for selecting a sample of 225 respondents who have used internet banking in Ramanathapuram district in selected banks through questionnaire. The present study focuses on components used for measuring the satisfaction of the respondents towards internet banking, level of satisfaction towards banking products and services and problems faced by the respondents in internet banking It is clear from that responsiveness (Promptness with which employees willing to serve) is a factor which is considered for measuring the perception of the respondents towards internet banking followed by courteous service (Individual attention and make them feel as special).

scholarly journals Opinions and Perceptions of Bank Managers on the Quality of Provisions of Internet Banking Services

2019 ◽  
Vol 8 (3) ◽  
pp. 53
Author(s):  
Luiza Emanuela Bucur ◽  
Natalia Manea ◽  
Dumitru Goldbach
Keyword(s):  
Internet Banking ◽  
The European Union ◽  
Banking Services ◽  
Services Sector ◽  
Bank Management ◽  
Bank Managers ◽  
Interview Guide ◽  
Internet Banking Services ◽  
Important Progress

Following the accession of Romania to the European Union, the services sector has made important progress. Currently, this sector exceeds 50% of Romania's GDP. Banking has an important role in the economy by making financial intermediation, attracting deposits and placing credits. The increase in the number of banks on the Romanian market has led to intensification of competition and especially the awareness of the quality of online banking services offered. Therefore, the bank management has to take into account not only the” quality desired or achieved by the bank”, but also the quality perceived by the customer. In this paper we will start with an introduction of bank sector, then the we will present the methodology of research.The design of interview guide is the next step and in the main part of the paper is the analyses of data obtained and interpretation of results. 

Internet banking services and fees: the case of Greece

2009 ◽  
Vol 3 (2) ◽  
pp. 177 ◽  
Author(s):  
Georgia Giordani ◽  
Christos Floros ◽  
Guy Judge
Keyword(s):  
Internet Banking ◽  
Banking Services ◽  
Internet Banking Services ◽  
Of Greece

The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Majeed Mustafa Othman Mansour ◽  
Malek Alharafsheh ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Self Determination ◽  
Financial Advisors ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Expectation Confirmation

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

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