Relevant bibliographies by topics / Banking Customers

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Banking Customers'

Author: Grafiati
Published: 6 September 2023
Last updated: 7 September 2023

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Journal articles on the topic "Banking Customers"

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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 19, 2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.

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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Alhazemi, Abdulrahm A. "Impact of Employee Competence and Behaviour on Banking Customer Trust: Empirical Study in Saudi Arabia." Archives of Business Research 11, no. 8 (August 8, 2023): 71–81. http://dx.doi.org/10.14738/abr.118.15049.

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The main purpose of the study was to find out the impact of employee competence and employee behaviour on banking customers’ attitude towards banking and trust in the banking system. 300 responses were collected from banking customers by administering structured questionnaire developed for the purpose and translated into arabic language. The results of the study showed that employee competence positive relationship with employee behaviour, and customer attitudes, however it has no significant relationship with the banking customer trust. Employee behaviour has statistically significant relationship with attitude and trust. Customer’s attitude influence trust of the banking customer. The study makes significant contribution to the literature. The findings of the study are important for the banks to improve and enhance banking customer’s attitudes and trust through employee competence and behaviour.
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Thamilselvan, R., and J. Kumar. "Performance Evaluation of Customer service in selected Indian commercial banks." Restaurant Business 118, no. 3 (March 22, 2019): 123–36. http://dx.doi.org/10.26643/rb.v118i3.7636.

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The banking industry like many financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges. Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.
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D, Suhas, and H. N. Ramesh. "Customers’ eyeshot on Information Technology services in the Banking Industry – A Synoptic View." Restaurant Business 118, no. 10 (October 11, 2019): 557–62. http://dx.doi.org/10.26643/rb.v118i10.9574.

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Globalization has made banks to use Information Technology in offering banking services to customers, and which made customers in creating high expectations in banking services through electronic mode. Electronic banking services are now considered a new delivery channel for banks in India and which made customers access banking services easily and quickly. The transformation of traditional banking to modern banking is started by using Automatic Teller Machines, Bill Payments, E-Fund Transfer and so on. This made customers easy to do banking activitieseven in their homes and offices at any time. The success of E-banking is largely depended on banker’s commitment and participation of the functioning at all stages and customer acceptance. In this view, the present work has made an attempt to study the customer’s perception of electronic banking services. The survey was conducted to 70 customers of nationalized banks in India. The data has been analyzed using percentages and chi-square tests to ascertain the results of the study.
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Hassan, M. Taimoor, Bilal Ahmed, Saleem Ahmed, Umair Habib, Saim Riaz, Nadeem Maqbool, and Abia Anwar. "Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region." International Journal of Learning and Development 2, no. 2 (April 4, 2012): 101. http://dx.doi.org/10.5296/ijld.v2i2.1593.

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Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region.Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty.Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only. The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking.Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services.Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking.Key words: Customers loyalty, Islamic banking.
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Korosando, Fransiskus, and Ludvina Fince. "Pengaruh Sosialisasi Layanan Mobile Banking dan Persepsi Nasabah Terhadap Kepercayaan Nasabah Bank NTT Cabang Ende." Prima Magistra: Jurnal Ilmiah Kependidikan 1, no. 1 (May 15, 2020): 93–101. http://dx.doi.org/10.37478/jpm.v1i1.355.

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The purpose of this study is to describe (1) the effect of the socialization of the Mobile banking service (m-banking) on ​​the trust of Bank NTT Customers in the Ende Branch; (2) the effect of customer perceptions on the trust of NTT Bank Ende Branch Customers; (3) the effect of the socialization of the Mobile banking service (m-banking) and the customer's perception of the trust of the Customers of the NTT Bank Ende Branch. This research is a quantitative study with primary data obtained using a questionnaire technique. Bank NTT Ende Branch customers of the Ende Regency Government ASN profession category as the study population. The research sample uses a simple random sampling technique with accidental sampling approach. The results of the partial test analysis (t test) the effect of sosilaisasi m-banking services on trust shows sig. > 0.05. Partial test (t test) the effect of customer perception on the trust of customers of the Ende Bank NTT branch shows sig. > 0.05. Simultaneous test (f test) of M-banking service socialization, customers' perceptions of the trust of Bank NTT customers in the Ende Branch showed sig> 0.05. The results of the analysis concluded the service socialization variable, and customer perceptions did not significantly influence trust. Thus the hypothesis proposed "not accepted".
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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid, and Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)." Journal of Management Info 3, no. 1 (March 1, 2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.

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The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.
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Christian, Ojiaku, Obinna, Chidirim, Blessing Ngozi, Peter Abude, and Aghara N. O. Vincent. "Mobile Banking Service Quality and Customer Retention among Commercial Banks’ Customers: An Empirical Evidence from Southeast Nigeria." Asian Journal of Economics, Business and Accounting 23, no. 14 (May 26, 2023): 45–56. http://dx.doi.org/10.9734/ajeba/2023/v23i141004.

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In the era of a cashless economy, customers now emphasize banking services that are convenient, reliable and responsive. Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders. This research is aimed at investigating the effect of mobile banking service quality on customer retention among commercial banks customers in Southeast, Nigeria. The study examined the effect of reliability, responsiveness, information quality, privacy issues and system quality on customer retention. The study used an explanatory research design method using quantitative approach. The sample, consisting of 400 respondents was drawn from a cross-section of commercial banks customers with mobile banking access in Southeast Nigeria. From the 400 copies of questionnaire distributed 395 were returned valid and useful for the final analysis study used Pearson’s Correlation Coefficient to measure the relationship between mobile banking service quality and customer retention. Then regression analysis was used to estimate the cause-and-effect relationship between the variables of the mobile banking service quality and customer retention. The result showed that a positive effect for responsiveness, systems quality, and information quality on customer retention while privacy and reliability of mobile banking service quality was not significant. Among all, responsiveness, system quality and information quality have a significant effect on customer retention while reliability and privacy issues do not affect customer retention in mobile services. Therefore, to increase customer retention, the bank management should implement programs that support awareness creation, customer satisfaction, brand image and reputation by continuously assessing the service quality and delivery of mobile banking services provided to their customers, and also provide an adequate set of security components of mobile banking that protects customer’s bank details from fraud.
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Selvanathan, Mahiswaran, Rubana Vighnesvaran, Voon Ying Teng, and Faria Rabbi. "Internet Banking Challenges Among Customers in Selangor, Malaysia." International Journal of Human Resource Studies 6, no. 3 (October 3, 2016): 110. http://dx.doi.org/10.5296/ijhrs.v6i3.9727.

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Internet banking has been established a long time ago. All financial institutions particularly in Malaysia have developed secured online banking portals in line with the current trend of the industry. However, customer’s acceptance towards internet banking is still a widely debatable issue. This study aims to investigate if factors such as security, price, perceived ease of use and customer resistance to change influences customers adoption of internet banking services. Questionnaire survey approach for data collection was adopted in this study. The responses of 120 respondents who visited bank branches in Kota Damansara area were collected using convenience sampling method. The results of this study showed that hypotheses pertaining to security, price and perceived ease of use were supported but customer resistance to change was not supported. As compared to other factors, perceived ease of use is the strongest factor that influences the adoption of internet banking services, followed by price, customer resistance to change and security. The result also revealed that young adults are more likely to adopt internet banking. There are several limitations in this study that needs to be considered. First, the scope of this study was limited to the banking outlets in a particular area, which was Kota Damansara, Selangor and not Malaysia as a whole. Second, the outcome that was obtained from the questionnaires may not be accurate because some respondents did not answer the questionnaire seriously. Furthermore, this study only involved a small number of respondents due to time constrain and the study only included the adopters of internet banking services and excluded the non-adopters. Last but not least, the factors chosen for this research may not cover all possible factors that influences customer’s adoption of internet banking services. The findings presented in this research can be of assistance to customers especially those non-adopters of internet banking by providing them a deeper understanding of internet banking services and it would also help banks to identify the customer’s perception and the level of customer’s satisfaction towards internet banking services.
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Minh Sang, Nguyen. "Corporate social responsibility, electronic word-of-mouth and customer loyalty in Vietnam’s banking sector." Banks and Bank Systems 17, no. 3 (August 18, 2022): 38–48. http://dx.doi.org/10.21511/bbs.17(3).2022.04.

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This research explored and examined the link between electronic word-of-mouth, corporate social responsibility, and loyalty of 282 customers using banking services in Vietnam (PLS-SEM) through the Partial Least Squares Structural Equation Modeling. The data were gathered using convenience sampling, with a sample of 282 customers who used banking services in Vietnam and interacted with the bank through social media. The survey is intended to include 16 questions separated into two parts: the first part contains 5 demographic questions, and the second part contains 11 questions divided into three sets of factors: corporate social responsibility, electronic word-of-mouth, and loyalty. The survey was emailed to customers using banking services and interacting with banks via social media in Vietnam. According to the findings of the empirical study, there is a direct and indirect link between corporate social responsibility, electronic word-of-mouth, and customer loyalty in Vietnam’s banking sector. The results of empirical research in Vietnam’s banking industry indicate that corporate social responsibility has direct and positive impact on customer loyalty; corporate social responsibility has a direct and positive impact on customer’s word-of-mouth; electronic word-of-mouth has a direct and positive impact on customer loyalty; and finally, corporate social responsibility has an indirect impact on customer loyalty through customer’s electronic word-of-mouth. AcknowledgmentThe author would like to thank all the customers who completed the survey. The author would like to thank all parties and the Banking University of Ho Chi Minh City for their excellent support and assistance in completing this research.
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Dissertations / Theses on the topic "Banking Customers"

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Persson, Johan, Gustav Tärn, and Liam Karlsson. "Hindering Factors in Online Banking : What Hinders Swedbank’s Customers From Using Online Banking?" Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35762.

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Background: Despite the fact that online banking is a widespread phenomenon, it is yet to be fully utilized by customers. Banks are constantly developing their digital channels in order to fit the needs of the customers and to operate more efficiently. However, for certain scenarios the customers still visit the branch offices instead of choosing the online channel.                                                                                                                    Purpose: Through identifying the hindering factors, the purpose of this study is to investigate why customers that have adopted online banking still visit the brick and mortar office for certain banking services (specifically pre-approval of mortgages, mortgages, and unsecured personal loans).   Method: This is a qualitative case study performed through conducting in-depth interviews. The sample consists of six Swedbank customers.   Conclusion: Findings show several factors that have an influence on the customers’ decision to use digital channels for the three specific banking services. Low awareness appears as a key hindering factor, affecting trust, risk, perceived usefulness and perceived ease of use. Perceived ease of use was also found to be a key hindering factor as the customers perceive the process as rather complex.
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Qayyum, Faisal, and Haider Ali. "FACTORS DETERMINING CUSTOMERS’ ADOPTION OF INTERNET BANKING : A Quantitative Study of Swedish Customers." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-15346.

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Title: Factors determining customers’ adoption of internet bankingResearch Question: Which factors are important for Swedish customers in the adoption of internet banking? Purpose: The purpose of this study is to identify and analyze the most important factors that can influence the adoption of internet banking by Swedish customers. We focus on the adoption of internet banking by taking into account customer point of view. Methodology: This study employs qualitative as well as quantitative research methods. The qualitative research is conducted by collecting secondary data from full text databases of Mälardalen University, whereas quantitative research is conducted using survey research method. Moreover, this study is based on the deductive approach as conclusions are drawn from theories. Questionnaire Survey: For this study, authors have designed a pre-coded questionnaire and distributed in three cities i.e. Västerås, Eskilstuna and Växjö. Total 420 responses were collected, out of which 402 were found to be complete and therefore used for the purpose of analysis. Target Group: Target readers of this research are academic and professional readers as well as banks. Conclusion: There are numerous factors which are important for the adoption of internet banking by customers. However, the literature and survey results indicate that web usability, security, information quality, trust, service quality, convenience and privacy are the most important factors in the adoption of internet banking. Keywords: Internet banking, e-banking, B2C E-Commerce, technology adoption, TAM.
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Nilsson, Thomas, and Rasmus Schwerin. "Greening the Banks - Are the Customers Onboard : A study into the effects of green banking products on Swedish retail banking customers." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264107.

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Increasing climate awareness, the Paris Agreement urging institutions to enable the economic transition toward sustainability and the looming possibility of environmental regulations are challenges facing the banking sector today. This study however chooses to see opportunities in a changing retail banking environment, investigating what green banking products customers want their bank to provide and how the introduction of green banking product might impact customer loyalty. The research was conducted through a mixed-method approach consisting of both quantitative and qualitative elements during the time-period of January to June 2019. 504 individuals engaged in the survey conducted and their answers were both analysed through the development of a customer loyalty framework and with theoretical support from the literature gathered. The results indicated a positive attitude towards green banking products while also not showing a clear preference or desirability for a specific product. Additionally, this study found a positive relationship between the introduction of green banking products and increased customer loyalty. The study concluded that green banking products suggestively have an advantageous position in the evolving financial sector, more specifically in a number of years.
Ökande klimatmedvetenhet, Parisavtalet som uppmuntrar institutioner att möjliggöra en ekonomisk övergång till hållbarhet och hägrande möjligheter till tuffare miljöregler, är utmaningar som banksektorn står inför idag. Denna studie väljer emellertid att se möjligheter i en förändrad bankmiljö, genom att undersöka vilka gröna bankprodukter kunderna vill att deras bank ska tillhandahålla och hur införandet av gröna bank-produkter kan påverka kundlojalitet. Undersökningen genomfördes genom en mixed-method approach som bestod av både kvantitativa och kvalitativa element under perioden januarijuni 2019. 504 personer deltog i undersökningen som genomfördes och deras svar analyserades både genom utvecklingen av ett ramverk för kundlojalitet och med teoretiskt stöd från den samlade litteraturen. Resultaten indikerar en positiv inställning till gröna bankprodukter, men visar inte heller en tydlig preferens eller önskemål om en viss produkt. Dessutom fann denna studie ett positivt förhållande mellan introduktionen av gröna bankprodukter och ökad kundlojalitet. Undersökningen drog slutsatsen att gröna bankprodukter sannolikt har en fördelaktig position inom den utvecklande finanssektorn, mer specifikt inom ett antal år.
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Lei, Sao Lai. "Banking on the internet : impact on customers and management." Thesis, University of Macau, 2001. http://umaclib3.umac.mo/record=b1636240.

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Anani, Ajibola Plakunle. "Attracting and retaining customers in South Adrica's banking sector." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1532.

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The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
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Alshara, Mohammed Ali. "Customers' Attitudes toward Mobile Banking Applications in Saudi Arabia." Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc862737/.

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Mobile banking services have changed the design and delivery of financial services and the whole banking sector. Financial service companies employ mobile banking applications as new alternative channels to increase customers' convenience and to reduce costs and maintain profitability. The primary focus of this study was to explore the Saudi bank customers' perceptions about the adoption of mobile banking applications and to test the relationships between the factors that influence mobile banking adoption as independent variables and the action to adopt them as the dependent variable. Saudi customers' perceptions were tested based on the extended versions of IDT, TAM and other diffusion of innovation theories and frameworks to generate a model of constructs that can be used to study the use and the adoption of mobile technology by users. Koenig-Lewis, Palmer, & Moll's (2010) model was used to test its constructs of (1) perceived usefulness, (2) perceived ease of use, (3) perceived compatibility, (4) perceived credibility, (5) perceived trust, (6) perceived risk, and (7) perceived cost, and these were the independent variables in current study. This study revealed a high level of adoption that 82.7% of Saudis had adopted mobile banking applications. Also, the findings of this study identified a statistically significant relationship between all of demographic differences: gender, education level, monthly income, and profession and mobile banking services among adopters and non-adopters. Seven attributes relating to the adoption of mobile banking applications were evaluated in this study to assess which variables affected Saudi banks customers in their adoption of mobile banking services. The findings indicated that the attributes that significantly affected the adoption of mobile banking applications among Saudis were perceived trust, perceived cost, and perceived risk. These three predictors, as a result, explained more than 60% of variance in intention to adopt mobile banking technology in Saudi Arabia. While the perceived trust variable was the strongest influencing factor in the adoption of mobile banking, perceived cost and perceived risk had a negative correlation, equally, with mobile banking adoption. Furthermore, perceived usefulness, perceived ease of use, and perceived compatibility had no significant correlation with mobile banking adoption.
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Abdelaziz, Gamal Sayed. "Service quality in Egyptian banking : dimensions and their relative importance." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.367799.

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Østergaard, Lars. "Optimizing retail banking channels for mass-market customers in Denmark." Thesis, University of Newcastle Upon Tyne, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.556280.

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The thesis deals with the optimization of retail banks' branch and Internet banking channels resulting from 1) the use of Porter's competitive strategy model which is suitable for the outside- in research approach adopted; 2) the potential for realizing improved efficiency and effectiveness; and 3) customers' requirements and satisfaction with products and services. Six research questions are posed: 1) Is M. Porter's competitive strategy appropriate for use among retail banks? 2) Is it correct that large banks are more cost efficient than are small- medium sized banks? 3) Are mass market retail bank customers generally satisfied with the products and services received? 4) Are there points of differentiation banks may use to remain competitive? 5) Does gender, age, place of residence, or occupation imply different banking requirements and satisfaction levels? 6) Are there customer segments in the marketplace with requirements not fulfilled by traditional retail banks? Banks are encouraged to balance inside-out and outside-in strategic approaches. Banks shall optimize learning, innovation and leadership capabilities as suggested by the Resource Based view to enhance customer experience and reduce inefficiency. Porter's competitive strategy has been extensively used in previous research and therefore here as a starting point for the research. The findings indicate that the differentiation options suggested by Porter are only partly suitable to banks. There are non-sustainable differentiation options which banks may focus on: lower prices; enhanced competences and interpersonal skills of the advisor; branch logistics; and Internet banking features. Large banks are not more cost efficient than are medium sized banks. This is because scale and scope inefficiencies in banking are small and the inability of management to facilitate progress and execute on operational obligations explains almost all the combined 20% X-inefficiency. The analysis results in four customer segments with different requirements particularly for channels. Customers are overall satisfied with products and services. There are significant differences between male and female customers' requirements and satisfaction. The primary data collection was undertaken prior to the financial crisis. A post-crisis investigation is likely to modify importance and satisfaction levels and emphasize the significance of banks offering sufficient lending facilities.
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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.

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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.
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Wu, MeiMei. "Investigating the adoption of banking services delivered over remote channels : the case of Chinese Internet banking customers." Thesis, Loughborough University, 2012. https://dspace.lboro.ac.uk/2134/9387.

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Customers adoption of Internet banking has become a widely-researched topic, although it is fair to state that some research gaps still exist. This research aims to fill some of the research gaps by examining the factors that determine the relevant behaviour of three different categories of Internet banking customers in China (i.e. current users, non-users, and discontinued users), and by developing two conceptual models that are derived from different, but complementary, theoretical approaches. The Decision Making Model and the Service and Relationship Evaluation Model are developed in this research. The Decision Making Model is grounded in the technology acceptance model (TAM) and it incorporates an additional construct of perceived value of using Internet banking. Additionally, the Service and Relationship Evaluation Model is derived from the service quality evaluation and relationship quality evaluation literature. Unlike in most other Internet banking adoption studies, these two conceptual models are used complementarily to deliver a comprehensive understanding of customers Internet banking adoption in China. The models are tested using a sample of 614 Chinese Internet banking customers collected via mall-intercept personal interviews based on questionnaires. Partial Least Square (PLS) path modelling and mediation analysis are applied to test the hypotheses advanced in the two models. The key findings of this research show that perceived value is a major factor for explaining customers Internet banking adoption, thus indicating to the banks that they should reduce costs associated with using Internet banking while providing more (perceived) benefits to customers; the importance of incorporating perceived value in Internet banking adoption model(s) is also demonstrated. The findings also confirm that perceived usefulness and perceived ease of use are important factors that determine the adoption of Internet banking by all categories of customers. Current users and non-users perceptions of their behavioural control over using Internet banking contribute to their adoption of Internet banking, and such control perceptions are shaped by self-efficacy, perceived government support and technological support. Additionally, it is demonstrated that both current users and discontinued users perceived value and perceived service quality of Internet banking have positive associations with their satisfaction with Internet banking, which lead to their Internet banking adoption. Moreover, the findings reveal that current users are more likely to continue with Internet banking if they are affectively committed to their banks; they are less likely to continue with Internet banking if they are calculatively committed to their banks due to the costs associated with leaving the banks. These therefore indicate the importance of establishing high-quality customer-bank relationships and placing less strict switching cost barriers that impose less pressure on their existing customers. This research contributes to the Internet banking adoption literature by (i) identifying the important category of Internet banking discontinued users, apart from current users and non-users; and (ii) using two complementary conceptual models, which are grounded in different theoretical streams, to investigate the relevant adoption behaviour of all three categories of Internet banking customers. It hence delivers a comprehensive understanding of personal customers adoption of Internet banking in China.
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Books on the topic "Banking Customers"

1

O'Hanlon, John. Electronic banking for retail customers. London: Banking Technology Ltd, 1993.

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Banks & their customers. Dobbs Ferry, N.Y: Oceana Publications, 1995.

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Jasper, Margaret C. Banks and their customers. 2nd ed. Dobbs Ferry, NY: Oceana, 2000.

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F, Garrett Joan, ed. Banks and their customers. 2nd ed. Dobbs Ferry, N.Y: Oceana Publications, 2000.

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Jasper, Margaret C. Banks and their customers. 3rd ed. Dobbs Ferry, NY: Oceana Publications, 2004.

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author, Rouiller Nicolas, ed. Swiss banking: An introduction for bank customers and their advisors. Zurich: Schulthess, 2013.

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Singhal, Sushila. Banks and customers: A behavioural analysis. New Delhi: Shri Ram Centre for Industrial Relations & Human Resources, 1987.

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The future of retail banking: Delivering value to global customers. New York: Palgrave Macmillan, 2003.

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DiVanna, Joseph A. The future of retail banking: Delivering value to global customers. Basingstoke: Palgrave Macmillan, 2004.

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Aarma, August. Segmented analysis of bank customers and banking information: The Estonian case. [Estonia]: TTU Press, 2001.

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Book chapters on the topic "Banking Customers"

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Whiting, D. P. "Bank customers." In Mastering Banking, 73–87. London: Macmillan Education UK, 1994. http://dx.doi.org/10.1007/978-1-349-13240-9_5.

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Whiting, D. P. "Customers’ Balance Sheets." In Mastering Banking, 201–9. London: Macmillan Education UK, 1985. http://dx.doi.org/10.1007/978-1-349-17757-8_15.

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Davis, Steven I. "Customers: Segmentation and Proximity." In Excellence in Banking, 53–64. London: Palgrave Macmillan UK, 1985. http://dx.doi.org/10.1007/978-1-349-07912-4_5.

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Kokkinis, Andreas, and Andrea Miglionico. "The relationship between banks and customers." In Banking Law, 81–104. Milton Park, Abingdon, Oxon ; New York, NY : Routledge, 2021.: Routledge, 2021. http://dx.doi.org/10.4324/9781003133636-7.

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Felloni, Fabrizio, Hans Dieter Seibel, and Andres Cornejo. "3. Mainstreaming Grameen Banking." In Small Customers, Big Market, 21–35. Rugby, Warwickshire, United Kingdom: Practical Action Publishing, 2005. http://dx.doi.org/10.3362/9781780440965.003.

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Pietrzak, Piotr. "How customers trust mobile banking applications." In Communication, Leadership and Trust in Organizations, 233–45. New York: Routledge, 2023. http://dx.doi.org/10.4324/9781003370390-20.

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Miltiadou, Dimitris, Stamatis Pitsios, Spyros Kasdaglis, Dimitrios Spyropoulos, Georgios Misiakoulis, Fotis Kossiaras, Inna Skarbovsky, et al. "Leveraging Management of Customers’ Consent Exploiting the Benefits of Blockchain Technology Towards Secure Data Sharing." In Big Data and Artificial Intelligence in Digital Finance, 127–55. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94590-9_8.

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AbstractOpen banking holds the potential of expanding traditional banking data flows, placing the customer at its core and in control of their banking data, including their personal information. Consent management enables the tracking, monitoring and managing the personal data lifecycle in a GDPR compliant manner, and improves customers’ control over their data, empowering them to manage their consent throughout its lifecycle. However, traditional technologies have failed to become a key enabler of trust, due to multiple security/data tampering incidents. This chapter introduces a blockchain-empowered Consent Management System (CMS). It aims at presenting the design and implementation of a robust CMS, enabling the sharing of customers’ consent, thus facilitating the exchange and the utilization of customer data, across different banking institutions. The proposed CMS implementation will enable the financial institutions to effectively manage and share their customers’ consents in a transparent and unambiguous manner, ensuring compliance to PSD2 and GDRP, while lowering the barriers of secure data sharing.
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Schwizer, P., and V. Stefanelli. "Institutional Models, Role of Shareholders (Member and Customers), Governance." In Cooperative Banking: Innovations and Developments, 40–59. London: Palgrave Macmillan UK, 2009. http://dx.doi.org/10.1057/9780230235786_3.

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Itschert, Jörg, and Rehan ul-Haq. "From a Global Spectacle to a Focused Joint Servicing of Customers." In International Banking Strategic Alliances, 57–72. London: Palgrave Macmillan UK, 2003. http://dx.doi.org/10.1057/9781403937629_8.

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Seibel, Hans Dieter. "2. The micro-banking division of Bank Rakyat Indonesia: a flagship of rural micro-finance in Asia." In Small Customers, Big Market, 7–20. Rugby, Warwickshire, United Kingdom: Practical Action Publishing, 2005. http://dx.doi.org/10.3362/9781780440965.002.

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Conference papers on the topic "Banking Customers"

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Özdemir, Erdem, and Sıtkı Sönmezer. "The Relationship between Socio-Demographic Factors and Internet Banking." In International Conference on Eurasian Economies. Eurasian Economists Association, 2018. http://dx.doi.org/10.36880/c10.02153.

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Internet banking is becoming prevalent in recent decades. Handy applications are ubiquitous for customers. This study aims to differentiate the customers depending on several factors in internet usage. The effects of sociodemographic factors like gender, age, marital status, time spent in internet banking transactions, monthly income and level of education are tested against internet usage characteristics. Internet Banking is characterized in terms of ease and cost, reliability and usefulness. Data is collected by a survey that uses a Likert Scale; 172 respondents are reached and Kruskal Wallis H test is conducted to shed light to relations among factors and internet usage. Relationship between monthly income and reliability of internet banking transactions are significant at 95%. The relationship between İnternet banking usage and time spent in internet banking is also significant at 95%. Banks that are in competition in internet banking shall assume gender, age and marital status as indifferent but shall focus on customer involvement with internet banking and customers monthly income levels.
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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Ionaşcu, Alina, Corina Aurora Barbu, and Alexandra Popa. "Ethics in the Banking Sector." In 3rd International Conference Global Ethics -Key of Sustainability (GEKoS). Lumen Publishing House, 2023. http://dx.doi.org/10.18662/lumproc/gekos2022/11.

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Ethics or rather its lack in finances it is a very popular topic nowadays. Banks have an important role in the economy and must have a certain behaviour towards the society, therefore must follow the moral norms. Each banker has his set of values, which form the basis for judging what is "right". All the commercial banks have their own set of rules inspired by organizational culture and management, rules that follow the Banking Code of Ethics. During their activity, banks will seek to ensure a balance between the interests of customers, shareholders, investors and stakeholders. The paper discloses the main trends and issues of banking ethics and the customers` experiences with the Romanian banks. Financial inclusion and ethical sustainability regarding the banking system is an important subject for researchers and bankers. Moreover, the lack of clear ethical norms regarding the manner of communicating the interests and commissions from the contract are affecting the customer relationship with the bank. The study aims to increase the attention paid to customer interests in relation with the banks and also the public confidence in the financial banking field, by standardizing the norms of integration and applied ethics of the country. An immoral behaviour destroys the trust, and without trust, businesses cannot grow. The purpose of the paper is to illustrate and correct the main dysfunctions in the banking sector regarding the ethical behaviour, how banks can adapt to the requirements of the society, how the Banking Code of Ethics can be improved. Confidence in the banking environment expresses the presumption of continued economic activity.
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Kaytancı, Bengül Gülümser, Etem Hakan Ergeç, and Metin Toprak. "Satisfactions of Islamic Banks’ Costumers: The Case of Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00642.

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Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.
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Rotimi Adagunodo, Emmanuel, Oludele Awodele, and Olutayo Ajayi. "SMS Banking Services: A 21st Century Innovation in Banking Technology." In InSITE 2007: Informing Science + IT Education Conference. Informing Science Institute, 2007. http://dx.doi.org/10.28945/3085.

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According to the Euronet mobile Banking Guide, there are currently close to 400 Mobile Operators in over 133 countries who are signing up 4 to 6 new customers every second. This implies that more people are going mobile like never before. The novel method presented in this paper is an Interactive SMS Banking Agent that is incrementally scalable for banking operations. Hence, a mobile banking solution called SMS Banking that allows people to bank with their mobile phones is presented in this paper.
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"A TRUST EVALUATION MODEL OF INTERNET BANKING CUSTOMERS." In 12th International Conference on Informatics and Semiotics in Organisations. SciTePress - Science and and Technology Publications, 2010. http://dx.doi.org/10.5220/0003268601190124.

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Hossain, Md Monir, Mark Sebestyen, Dhruv Mayank, Omid Ardakanian, and Hamzeh Khazaei. "Large-scale Data-driven Segmentation of Banking Customers." In 2020 IEEE International Conference on Big Data (Big Data). IEEE, 2020. http://dx.doi.org/10.1109/bigdata50022.2020.9378483.

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Laukkanen, Tommi, Suvi Sinkkonen, Marke Kivijarvi, and Pekka Laukkanen. "Segmenting Bank Customers by Resistance to Mobile Banking." In International Conference on the Management of Mobile Business (ICMB 2007). IEEE, 2007. http://dx.doi.org/10.1109/icmb.2007.57.

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Milosavljević, Nikola, and Sara Njagojević. "Customers’ perception of information security in internet banking." In Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/senet-19.2019.45.

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Rus, Simona. "The Behavior of Customers Regarding E-banking and Its Impact on Banking Sector." In 5th icCSBs 2017 The Annual International Conference on Cognitive - Social and Behavioural Sciences. Cognitive-crcs, 2017. http://dx.doi.org/10.15405/epsbs.2017.01.02.24.

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Reports on the topic "Banking Customers"

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Chotelal, Shreshta, Marla Dukharan, Jeetendra Khadan, and Melissa Marchand. Financial Inclusion and FinTech in Suriname. Inter-American Development Bank, February 2022. http://dx.doi.org/10.18235/0003988.

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This paper examines the potential role FinTech can play to support Surinames financial inclusion efforts. Financial technologyor “FinTech”describes the integration of technology into financial services to improve their use and delivery to customers. More importantly, it has the potential to meet the needs of those population segments that are not the main target of traditional financial services models. FinTech applications include mobile banking, mobile money, point-of-sale, e-commerce, and digital currencies. These solutions have contributed to financial inclusion, strengthening financial development, economic growth, poverty reduction, and socioeconomic development. We find that Suriname is making progress in promoting the development and use of FinTech. Still, there is room for further improvement, especially in fostering an enabling environment to harness FinTech opportunities, strengthening broader financial sector policies, addressing potential risks, promoting international collaboration, and addressing critical country-specific challenges.
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Volkova, Nataliia P., Nina O. Rizun, and Maryna V. Nehrey. Data science: opportunities to transform education. [б. в.], September 2019. http://dx.doi.org/10.31812/123456789/3241.

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The article concerns the issue of data science tools implementation, including the text mining and natural language processing algorithms for increasing the value of high education for development modern and technologically flexible society. Data science is the field of study that involves tools, algorithms, and knowledge of math and statistics to discover knowledge from the raw data. Data science is developing fast and penetrating all spheres of life. More people understand the importance of the science of data and the need for implementation in everyday life. Data science is used in business for business analytics and production, in sales for offerings and, for sales forecasting, in marketing for customizing customers, and recommendations on purchasing, digital marketing, in banking and insurance for risk assessment, fraud detection, scoring, and in medicine for disease forecasting, process automation and patient health monitoring, in tourism in the field of price analysis, flight safety, opinion mining etc. However, data science applications in education have been relatively limited, and many opportunities for advancing the fields still unexplored.
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Mariani, Lucas A., José Renato Haas Ornelas, and Bernardo Ricca. Banks’ Physical Footprint and Financial Technology Adoption. Inter-American Development Bank, April 2023. http://dx.doi.org/10.18235/0004842.

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We investigate how the presence of physical bank branches moderates financial technology diffusion. Our identification strategy uses services suspensions caused by criminal groups that perform hit-and-run raids exploding branch facilities and rendering them inoperable for months. We show that the shock depletes the cash inventory of branches, but the stock of credit and deposits remain unaffected. We then document that customers increase their usage of noncash payments after the events. We investigate a new instant payment technology called Pix that was a remarkable success in terms of adoption. After robbery events, the number and value of Pix intra-municipality transactions increase, as well as the number of users. We also find Pix usage spillover effects that go beyond cash substitution. First, the number of Pix transactions and users also increases when either the payer or the payee is in an unaffected municipality. Second, we show that there are local spillovers to digital institutions, indicating that cash dependence can be an impediment to their expansion. Our results shed light on the determinants of technology adoption and the consequences of the recent transition in the banking industry from a physical branch-based model to an increasing reliance on digital services.
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Yaroshchuk, Svitlana O., Nonna N. Shapovalova, Andrii M. Striuk, Olena H. Rybalchenko, Iryna O. Dotsenko, and Svitlana V. Bilashenko. Credit scoring model for microfinance organizations. [б. в.], February 2020. http://dx.doi.org/10.31812/123456789/3683.

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The purpose of the work is the development and application of models for scoring assessment of microfinance institution borrowers. This model allows to increase the efficiency of work in the field of credit. The object of research is lending. The subject of the study is a direct scoring model for improving the quality of lending using machine learning methods. The objective of the study: to determine the criteria for choosing a solvent borrower, to develop a model for an early assessment, to create software based on neural networks to determine the probability of a loan default risk. Used research methods such as analysis of the literature on banking scoring; artificial intelligence methods for scoring; modeling of scoring estimation algorithm using neural networks, empirical method for determining the optimal parameters of the training model; method of object-oriented design and programming. The result of the work is a neural network scoring model with high accuracy of calculations, an implemented system of automatic customer lending.
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The Bank at Work - Commonwealth Banking Corporation - Branches - Port Moresby - Native Messenger Rahe Mea assisting customers with Savings Bank withdrawals - March 1961. Reserve Bank of Australia, March 2021. http://dx.doi.org/10.47688/rba_archives_pn-006383.

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Research Department - Banking Section - Trading Bank Returns - (Confidential information supplied by Banks) - Form E - Weekly Statements of Debits to Customers' Accounts - October - December 1946. Reserve Bank of Australia, September 2021. http://dx.doi.org/10.47688/rba_archives_2006/14498.

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Research Department - Banking Section - Trading Bank Returns - (Confidential information supplied by Banks) - Form E - Weekly Statements of Debits to Customers' Accounts - July - September 1946. Reserve Bank of Australia, September 2021. http://dx.doi.org/10.47688/rba_archives_2006/14495.

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Research Department - Banking Section - Trading Bank Returns - (Confidential information supplied by Banks) - Form E - Weekly Statements of Debits to Customers' Accounts - April - June 1946. Reserve Bank of Australia, September 2021. http://dx.doi.org/10.47688/rba_archives_2006/14490.

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Research Department - Banking Section - Trading Bank Returns - (Confidential information supplied by Banks) - Form E - Weekly Statements of Debits to Customers' Accounts - October 1945 - December 1946. Reserve Bank of Australia, September 2021. http://dx.doi.org/10.47688/rba_archives_2006/14487.

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The Bank at Work - Branches - Hobart, 79-81 Liverpool Street - Tellers serving customers in the main Banking Chamber on opening day of the new branch - 27 September 1954. Reserve Bank of Australia, March 2022. http://dx.doi.org/10.47688/rba_archives_pn-002589.

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