What Factors Drive Corporate Customer Satisfaction with E-Banking Services PDF Download
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Languages : en
Pages : 0
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Author:
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Languages : en
Pages : 0
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Author: Sanjeev Pradhan
Publisher: GRIN Verlag
ISBN: 3346068943
Category : Business & Economics
Languages : en
Pages : 22
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Case Study from the year 2019 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, , course: School of Commerce and Management, language: English, abstract: This study aims to analyze the level of satisfaction of customer, their agreeableness towards e-banking services offered by Nepal SBI bank. With the growing trend of Information Communication Entertainment and Technology, it has embarked the way towards globalization. It is imperative to understand the degree of customer satisfaction towards the E-banking services provided by financial institutions in Nepal. However, the researcher has endeavored to measure and found that customer satisfaction is affected by the perceived ease of use, website contents and security of services. It is very obvious in today's context to be sensitive towards the security of transactions from being phising and hacking of customers data and information. Hence, an ethical hacker with IT Risk Officer having expertise knowledge, government support in IT Infrastructure, Cloud Computing Environment is a must for the need of an hour to create a level of trusts in banks.
Author: Katherine Fulgence
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659108525
Category :
Languages : en
Pages : 96
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Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information.
Author: Silvance Onyango Abeka
Publisher: GRIN Verlag
ISBN: 3656226466
Category : Computers
Languages : en
Pages : 112
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Master's Thesis from the year 2009 in the subject Computer Science - Internet, New Technologies, grade: B, , course: MBA (INFORMATION TECHNOLOGY), language: English, abstract: It is increasingly more interesting to the bank managers to understand what is important to customers when it comes to Internet banking, and especially banking conducted by the customers themselves. Corporate customers and Internet banking has been studied very modestly in the past, and especially the decision-making factors driving customers to go online. The purpose of this research is to identify the factors that influence corporate customers adoption of Internet banking services in Kenya, Uganda, Tanzania and Rwanda. The hypotheses are empirically evaluated by using Trade Finance customers of an East African bank as the target sample. Technology Acceptance Model (TAM) is the primary basis for the study. The information gathered from former studies that are mainly concentrating on private customer acts as a foundation for building an extension of TAM suitable for corporate customers. Due to the quantitative nature of the study, the results are analysed with statistical measures. The analysis reveals that corporate users are not motivated by the same factors as private users. In order to become Internet banking customers, it is extremely important for corporate users to have a system that is easy to use and operate with full support from the bank.
Author: Arne Floh
Publisher:
ISBN:
Category :
Languages : en
Pages : 14
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At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one.This paper investigates the importance of antecedents of online loyalty such as trust, quality of the Web site, quality of the service and overall satisfaction. Rather than investigating which factors drive customers to use online banking instead of offline banking, this paper addresses the problem of how to keep customers online and loyal to a specific supplier.A survey among more than 2,000 customers of an Austrian online bank was conducted and a structural equation modeling approach was used to gain important insights into how customer retention in the online banking business can be ensured. Satisfaction and trust were identified as important antecedents of loyalty. Additionally, the moderating role of consumer characteristics (gender, age, involvement, perceived risk and technophobia) was supported by the data.
Author: Irfan Khan
Publisher:
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Category :
Languages : en
Pages :
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In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. Banks are at the front position in Internet and technology-adoption processes. In today's world, customers expect superior quality services from banks which if contented, could end up in improved customer satisfaction levels.This quantitative, one-shot research study mainly focuses on investigating the key factors that influence online customers' satisfaction. Customer satisfaction in case of online banking is seen in terms of bank website quality and the overall bank quality.Bank website quality is judged by variables such as interactivity and customization, perceived security risk and the bank quality is seen by responsiveness and brand image. This study also helps in assessing the rules of these factors in the online banking that would help the bank management not only in improving the satisfaction level and trust but also strengthening the connection between banks and their clients, resulting in expanding their overall customer base.
Author: Tarekegn Balango
Publisher: GRIN Verlag
ISBN: 3346860752
Category : Business & Economics
Languages : en
Pages : 83
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Book Description
Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, , course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
Author: Chenxi Sun
Publisher:
ISBN:
Category : Banks and banking
Languages : en
Pages : 0
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Book Description
This research focused the study of quality of medium banks' e-banking services and what contributes to its customer satisfaction factors. The objectives of this study were to examine the impact of customer characteristics, e-banking service expectations and bank attitude expectations on customer satisfaction in medium banks. A quantitative research methodology was used in this study. The research type is a survey. The sample size of this study is 400. Descriptive analysis and multiple regression analysis were used to analyze the collected data. The results of this study showed that age, region and education among customer characteristics do not positively affect customer satisfaction in e-banking of medium banks. In hypothesis 1, H1a (age), H1b (region) and H1c (education) are not supported. In terms of the quality of e-banking services, performance, security, website design, reliability and cost positively impact customer satisfaction in medium banks. In hypothesis 2, H2a (performance), H2b (security), H2c (site design), H2d (reliability) and H2e (cost) are supported. In terms of attitude towards banking services, empathy positively affects customer satisfaction in medium banks. In hypothesis 3, H3 (empathy) is supported.
Author: Silvance Onyango Abeka
Publisher: Anchor Academic Publishing (aap_verlag)
ISBN: 3954890488
Category : Computers
Languages : en
Pages : 113
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Book Description
It is increasingly more interesting to the bank managers to understand what is important to customers when it comes to Internet banking, and especially banking conducted by the customers themselves. Corporate customers and Internet banking have been studied very modestly in the past, especially the decision-making factors that drive customers to go online. The purpose of this research is to identify the factors that influence corporate customer’s adoption of Internet banking services in Kenya, Uganda, Tanzania and Rwanda. The hypotheses are empirically evaluated by the use of Trade Finance customers of an East African bank that serves as a target sample. The Technology Acceptance Model (TAM) is the primary basis for the study. The information gathered from former studies that are mainly concentrating on private customers, acts as a foundation for the development of an extension of TAM that is suitable for corporate customers. The study involves 137 respondents from Kenya, Uganda, Tanzania and Rwanda. Due to the quantitative nature of the study, the results are analysed with statistical measures which include the use of SPSS in order to carry out regression analysis.
Author: Peyman Akbari
Publisher:
ISBN:
Category :
Languages : en
Pages : 9
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Book Description
Since Iran has become a member of world trade organization (WTO) and due to arrival of foreign rivals to national financial markets, Iranian banks need to develop their services in the line with technological changes and to turn to e-banking. One of major obstacles to the way of e-banking development is quality evaluation by customers of this technology. Present research to comparison and ranking factors of effect on customer's satisfaction of e-banking service quality among customers banks west Iran banks (Sepah and Keshavarzi) and private banks (Ghavamin and Karafarin), to this end, this research has used a questionnaire 26 question and simply randomly distributed to 1536 customers of public banks (Sepah and Keshavarzi) and private banks (Ghavamin and Karafarin). Validity of the questionnaire was confirmed by a number of university professors. Their reliability was obtained with cronbach's alpha coefficient questionnaire; 0.956 & 0.963 for public and private banks. The method of this study is descriptive-survey research. Study period is the second half of 2012. T-test, Regression and Friedman test were employed to test hypotheses and to rate factors influencing customers satisfaction of e-banking. Results support hypotheses (1-6) relating the level of six factors effects (tangibility, reliability, responsiveness, assurance, empathy and convenience) on customer's Satisfaction of e-banking service quality provided by public banks (Sepah and Keshavarzi) and private banks (Ghavamin and Karafarin). In hypotheses (7) the least important of factor in e-banking service quality among public and private banks are respectively factor of assurance and responsiveness, also, factor of reliability is the most important of factor in e-banking service quality among public and private banks. At the end of the study are presented suggestions to public banks (Sepah and Keshavarzi) and private banks (Ghavamin and Karafarin) in the framework of research topic.
