...www.ccsenet.org/jms Journal of Management and Sustainability Vol. 1, No. 1; September 2011 Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking Akram Jalal Management Information System Department, College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Tel: 00973-3838-3411 E-mail: ajalal@ahliauniversity.edu.bh Jassim Marzooq College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Ex hibitions Road, Manama, Kingdom of Bahrain Hassan A. Nabi College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibiti ons Road, Manama, Kingdom of Bahrain Received: March 5, 2011 Abstract Purpose – The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain. Design/methodology/approach – This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC). Findings – Results indicate that all the elements for the three identified factors are important with respect to the users’ adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users’ satisfaction...
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...An Analysis of Internet Banking Adoption and Usage by Users in the Developing World Nishali Prasadika Ranasinghe BSB10183-3-Project Submitted to the Business School in partial fulfillment for the degree of Bachelor of Arts (Hons) in Business Management Supervised By: Fathima Nazeefa Fawzer Word Count: Table of Contents Abstract 3 Acknowledgement 4 1 Working Title 5 2 Introduction 5 2.1 Problem Statement 6 2.2 Problem Justification 6 2.3 Objectives 7 3 Literature Review 8 3.1 Determinants of internet banking usage 8 3.2 Barriers for internet banking adoption and usage 10 5 Conclusion 13 6 References 14 Abstract Similar to the adoption of automatic teller machines, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to the customer. In developing countries, the low cost of online banking may enable banks to reach new customers, much like the cell phone offered new possibilities in telephony. Banks must understand, however, that the mediating use of technology increases interpersonal distance between banks and their customers, which can build barriers for adoption of this technology. Hence, this critical literature review seeks to explore the internet banking adoption and usage by users in the developing world and to discover the barriers affecting internet-banking adoption within the geographic scope examined. Four factors namely, perceived usefulness and security and...
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...THE EXTENT OF INTERNET BANKING SERVICES USAGE IN RELATION WITH CUSTOMERS’ PERCEIVED E-SERVICE QUALITY (PeSQ) OF MALAYSIAN BANKS IN PENANG: THE MODERATING ROLE OF ADOPTERS RISK PROFILE Sri Zuliarni1, Hasnah Hj Haroon2, Sofri Yahya2 ABSTRAK Studi ini mengkaji perilaku penggunaan jasa Internet banking lanjutan dalam konteks nasabah tetap pada Bank nasional Malaysia di Penang. Kerangka penelitian berasaskan Technology Acceptance Model (TAM) dan modifikasi model Perceived e-Service Quality (PeSQ) untuk mengidentifikasi faktor yang mempengaruhi penggunaan jasa Internet banking lanjutan. Variabel penelitian diantaranya profil risiko pengguna, kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan kemajuan berkelanjutan. Mahasiswa S2 pada Universiti Sains Malaysia telah digunakan sebagai sampel penelitian. Hierarchical Regression Analysis digunakan untuk menguji pengaruh antar hubungan antar ke-7 sub-variabel yang diusulkan dan untuk memastikan proposisi berkait secara empiris. Kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan kemajuan berkelanjutan mempunyai suatu pengaruh tidak langsung terhadap tingkat penggunaan jasa Internet banking lanjutan melalui profil risiko pengguna. Sebaliknya tiada pengaruh langsung dalam kajian empirik ini. Dengan demikian, dapat disimpulkan bahwa pelanggan Internet banking pada bank-bank nasional di Pulau Pinang, Malaysia berada pada kategori memiliki minat/...
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...ABSTRACT Electronic banking is a subject receiving great attention in the banking industry and the regulation agencies. It is a driving force that is changing the landscape of the banking industry. It has blurred the boundaries between different financial institutions, enabled new financial, products and services and made existing financial services available in different packages. Some analysis argue that electronic banking is revolutionizing the banking industry, others see it as simply complementing the physical banking branches; irrespective of its own merits there are diverse challenges and problems associated with this form of banking in Nigeria. The main research instruments used are questionnaires and personal interview for staff and customers of various banks, primary and secondary method of data collection were used. The simple frequency percentage was adopted as the statistical measure and hypothesis testing was analyzed using chi-square. In conclusion, the study revealed that electronic banking despite its challenges has led to increased efficiency in banking and its service ,cost-reduction in banks, and reduction of waiting time experience in the banks. The research recommended that banks should follow the stipulated electronic banking guidelines of the central bank of Nigeria. Government should accelerate actions that will enable a good environment and the growth of the banking sector. CHAPTER ONE INTRODUCTION 1.0 BACKGROUND...
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...Independent University, Bangladesh A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 An Internship Report Presented In Partial Fulfillment Of The Requirements of the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH JANUARY 2015 A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 Has been approved January 2015 _______________ Mr. Parvez Ahmed Sharif Lecturer School of Business Independent University, Bangladesh Letter of Transmittal Mr. Parvez Ahmed Sharif Department of MIS Faculty of Business Studies Independent University, Bangladesh. Subject: Letter regarding submission of Internship Report on Factors Influencing the Adoption of Internet Banking. Dear Sir, Here is the report on “Factors Influencing the Adoption of Internet Banking” you asked me to conduct on the beginning of the Internship. In this assignment, I have tried to focus some key aspects of Internet Banking Services. While preparing this report, I tried my level best to follow your instructions and the instructions that have given to me by my organization supervisor. I appreciate having this assignment. I prepared this assignment with sincerity and serious effort. Thank you for providing me the opportunity to prepare this. I am really grateful to you for giving me the scope to prepare this report...
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...4. September 2010. Pp. 145 - 156 E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis Jannatul Mawa Nupur* E-banking can provide speedier, faster and reliable services to the customers for which they are relatively happy. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. The study period is from 2006 to November, 2009 because customers enjoyed the e-banking services newly during this period. Five service quality dimensions namely reliability, responsiveness, assurance, empathy, and tangibles have been established based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 250 customers. The study shows that these factors are the core service quality dimensions for customer satisfaction in e-banking. The study also explores that reliability, responsiveness and assurance have more contribution to satisfy the customers of e-banking in Bangladesh. Key words: E-banking, Customer satisfaction, SERVQUAL Model. 1.0 Introduction Growth of Electronic banking in a country depends on many factors, such as success of internet access, new online banking features, household growth of internet...
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...CHALLENGE 2013 PRECASE Internet banking arrived in India in the late 1990s. ICICI was the first bank to champion its usage and introduced internet banking to its customers in 1996. Other banks followed the suit, including HDFC, Citibank, IndusInd and the now redundant Times Bank. Internet banking changed both the banking industry as well as banks’ services to its customers. ‘Anywhere banking’ came to be recognized as an opportunity also for differentiated and competitive services. Nationalized banks initially viewed online banking as insecure and counterintuitive and were therefore hesitant. But eventually, SBI, Canara Bank, Allahabad Bank, Punjab National Bank, Bank of Baroda, Syndicate Bank and others introduced it. SBI launched internet banking in 2001 and experienced good response. Once banking institutions recognized the benefits that could be reaped from the internet, they began viewing online banking as an extension of the bank rather than as an add-on service. In general, internet banking saw an exponential rise in users. Today, banks encourage their customers to use online banking. Besides cost and revenue impacts, this paradigm shift is because they also recognize that self-control transactions have greater potential for customer satisfaction and retention. Online banking has thus come to be among essential banking services. But how much have banks paid attention to the user? How is the overall experience and how do customers perceive their bank as they struggle...
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...INTERNATIONAL REVIEW Mathew et al. (2005) analyzed the use of banking technology in United Kingdom by ranking of importance of selected technology on consumer perception of service delivery performance and found that the importance-performance grid demonstrates two factors and their underlying attributes that fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two were the areas the organization needs to allocate resources in order to maintain the level of service they provided...
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...from e-Government services: Lessons from Jordan”, Government Information Quarterly 277–288. This study is about the identification of the determinants that influencing the users satisfaction towards e-Government services portal which was held in Jordan. in other words its about the determination Jordanians’ e-Satisfaction with Jordan’s e-Government services portal. Five factors were identified through past literature review includes security and privacy, trust, accessibility, awareness of public services, and quality of public services, that may affect the Jordanians' level of satisfaction towards using the Jordan e-Government portal (www.jordan.gov.jo). The survey was done among 400 employees in four universities in the northern region of Jordan and based on the data collected, it was used to test the proposed hypotheses. By using the multiple linear regression and factor analyses, the empirical analysis demonstrates several key findings which indicate the usefulness and importance to unveil the key drivers of e-Satisfaction in providing portals which are compatible with citizens' needs, desires, and expectations. The research problem is that the online user's satisfaction is a multi-dimensional construct combining technical, behavioral and marketing determinants that affect acceptance, usage and users' feelings after use of any technological innovation whereby it is a crucial factor for continual usage of e-Government services and for the success or failure of e-Government...
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...Faculty of Business and Information Science Faculty of Business and Information Science A coursework completed as part of the requirement for SUBJECT NAME: BUSINESS RESEARCH METHODS SUBJECT CODE: BB204 LECTURER/TUTOR: Ms. YEOH SOK FOON Entitled ASSIGNMENT TITLE : INTENTION TO USE MOBILE BANKING AMONG UCSI STUDENTS Submitted on DATE OF SUBMISSION : 21st July 2015 DUE DATE : 21st July 2015 Words count: 2618 Produced by STUDENT NAME & ID: Name | Student ID | Programme | Signature | Mohammad Syafiq Mohammad Suferi | 1001336037 | BA (Hons) Business Administration | | Fadhilah Amalina Firman | 1001334557 | BA (Hons) Business Administration | | Md Monzurul Masuk | 1001335506 | BA (Hons) Business Administration | | Chin Khee Zhao | 1001232877 | BA (Hons) Accounting | | Muhammad Usman | 1001333957 | BA (Hons) Business Administration | | TABLE OF CONTENTS CHAPTER 1 INTRODUCTION 1.1 Introduction……………………………………………………………………..4-5 1.2 Problem Statement…………………………..…………………………………5-6 1.3 Significance of Study………………………..………………………………….6 1.4 Research Questions…………………………..…………………………………7 1.5 Research Objectives…………………………..…...……………………………7 1.6 Hypotheses………………………………….………………………………......7 1.7 Definition of Selected Variables………………………………………………..8 CHAPTER 2 LITERATURE...
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...Factors Influencing the Usage of Mobile Banking – Incident from a Developing Country Author: Mohammad Rokibul Kabir * *Assistant Professor, Department of Business Administration, International Islamic University Chittagong. Cell:8801191555211 ;email: rakibais@yahoo.com Abstract The study has been conducted to investigate the factors that influence the users of banking services to use mobile banking in Bangladesh. A self-administrated questionnaire had been developed and distributed among the clients of two full fledged mobile banking service providers of Bangladesh called Brac Bank Limited and Dutch Bangla Bank Limited. Out of the 100 questionnaires, only 64 useable questionnaires were returned, yielding a response rate of 64 percent. Results were subsequently analyzed by using multiple regressions. The influencing factors are analyzed under the four major factors Perceived Risk, Trust, Convenience, Relative Advantage under which several other factors have been explored. Factors such as performance risk, security/privacy risk, time risk, social risk and financial risk are found to be negatively related with the usages of Mobile Banking as perceived risk make the users confused about their security in using mobile banking while factors like ability, integrity, benevolence, perceived usefulness, perceived ease of use relative cost and time advantages are positively related with the intention to use mobile banking services. However, social security is the only factor found...
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...Term Paper "Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh" [pic] LETTER OF TRANSMITTAL June 17, 2012 Syeda Mahrufa Bashar Lecturer Institute of Business of Administration University of Dhaka Subject: Writing report on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh” Dear Madam We are submitting our term paper on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh”, as a part of fulfilling your instruction for acquiring the learning objectives of ‘Financial Markets and Institutions’ course. We thank you for assigning us this exercise as it has provided us with an eye opening valuable opportunity of improving our knowledge on this new technology as well as our research skills. We sincerely hope that the analysis work will meet the level of your expectation. Sincerely Yours Md. Farhan Imtiaz Md. Momenur Rahaman Md. Sohel Sagar Mohammed Zuber Alam Tanveer Mahmood Miah Sharif Taufique Atique ACKNOWLEDGEMENT It would not have been possible to complete this report and submit this report without the extensive support of some special people and it is high time to show our gratitude towards them. At first we would like to thank our honorable...
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...Abstract E-Wallet had been receiving enormous attention globally due to its high innovativeness as a secondary option to leather wallet. Usage of credit cards, cash or checks had been reduced due to the advancement of technology and emergence of e-Wallet. E-Wallet is an easy-to-use, convenient electronic prototype which acts as a secure global payment system by using only a mobile smartphone. This study is directed towards developing a model to explain the consumer's’ intention to adopt e-Wallet in the social context. It adopts Consumer Need for Uniqueness Theory based on the concept of Counter-Conformity Motivation (CCM) also known as Need For Uniqueness. Many researchers had explored the relationship of consumer’s intention to adopt on the technological usage context. However, little research in social context had been carried out. Therefore, this paper aims to examine the factors affecting the consumer adoption intention in social context. This paper found that CCM, self-identity and word-of-mouth (WOM) are the salient determinants in this study of knowledge of consumer adoption intention in e-Wallet. Keywords: e-Wallet, intention to adopt, counter-conformity motivation, need for uniqueness 1.0 Introduction According to the historical evidence, the first use of money is assumed to have started around 600 BC in term of coins (Davies and Davies, 2002). However, the world is evolving, due to the rapid change in technology. Most of the consumers have changed their...
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...London school of commerce | Business Research Methodology | BABS: Semester 4 | | Mashrur Sadmaan Hasan ID: 0023MSOT0613 | Dec-2013 | bKash Customer Satisfaction Research Methodology Abstract My research is about customer satisfaction of “cash in” and “cash out” services of bKash. I will talk about the usefulness of M-commerce by bKash and its success in Bangladesh for people with low income. For this, I will make a survey of 60 bKash customers and form 11 hypothesis’s about this. My model will show how each aspect of bKash’s services affects customer satisfaction. Using the research I will find if customers of bKash are satisfied and how bKash can improve its services. Introduction Many new kinds of business’s have emerged due to widespread use of cell phones. The number of cell phone users in Bangladesh is increasing and therefore these kind of business’s are booming. Different kinds of services are offered by mobile banking such as balance check, transfer of funds, bill payments, cash withdrawal services. bKash offers mobile banking services around Bangladesh via agents. This service was introduced in Bangladesh by BRAC bank and Money in motion. The 3 things necessary to run business by financial institutions are gaining trust, balancing safety with choice and increasing transparency. Today, business’ are building trust of consumers through advertising and providing consumers with good service. This service is spreading...
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...January - June, 2001 E-CRM IN INDIAN BANKS AN OVERVIEW R.K. Mittal Rajeev Kumra T ECHNOLOGY, people and customer are the three elements on which hinges the success of banking in the fast changing economic environment. The ultimate performance of a bank depends upon the satisfaction of its customers. In the emerging competitive and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. E-CRM, which is the latest buzzword in the corporate sector, is perceived as one of the effective tool in this direction by the banks. Its emphasis is on defining the customers as valuable in the long-term and on viewing customer relationships as a learning relationships. The concept of CRM, when seen in the context of e-business, it translates into e-CRM, which essentially deals with managing customer interactions over the web. The present paper attempts to analyze the concept of e-CRM in Indian banks from its various dimensions covering specifically its need, process, present status and future prospects. Introduction The advancement in information and communication technology has made the new millennium, emillennium. The dividing line between banks and non-banking financial institutions, like insurance and mutual funds, is getting blurred. Competition from players in the market has resulted into products and services traditionally offered by banks and financial institutions, are now being offered by non-banking organizations more...
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