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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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Konstantopoulou, Nikoletta. "Banks' Customers Satisfaction and Stock's Returns : Banking Sector - Sweden, Norway, Denmark." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Economics, Finance and Statistics, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18376.
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Theoretical studies posit that marketing strategies increases customers’ satisfaction and loyalty and decreases the systematic risk of the company’s stock. Many variables such as size, book-to-market and others, which have no special standing in asset-pricing theory, show reli-able power to explain the cross-section of expected stock’s returns. By adding customers’ sat-isfaction to one of them, this research involves discovering the relationship between custom-ers’ satisfaction and stock’s returns systematic risk, if any, by conducting a panel data analy-sis of seven banks in Sweden, Denmark and Norway through the period of year 2002 – 2011. The results verify a significant negative relationship between customers’ satisfaction and stock’s returns systematic risk.
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Mohamed, Ahmed E. A. "Improving the Libyan customers' trust and acceptance for online banking technology." Thesis, University of Salford, 2013. http://usir.salford.ac.uk/29451/.
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The technology of online banking for customers refers to several types of banking activities through which bank customers can get information and carry out most retail banking services. Libyan banks continue to conduct most of their banking transactions using traditional methods. Given the prevalence of online technology adoption by the banking industry in developed countries, reasons for the lack of such innovation in developing countries such as Libya is of interest in any consideration of technological innovation. The online banking technology usage rate in Libya is at present very minimal, despite the fact that Libya is one of the wealthiest countries in Africa as it is a major oil producer and one of the Europe’s biggest North Africa oil suppliers (Touati, 2008). The Libyan banking industry is now lagging behind and in extreme need of essential change to enhance its banking system, as it has been continuously criticised for its inadequate and inefficient services. Unreliable national telecommunications infrastructure, lack of education between bank customers, lack of technological knowledge among bank staff and customers, and the distance between bank branches and their headquarters were slowing the development of Libyan banking system. These processes require extensive and comprehensive study of online banking related factors in order to achieve customers’ trust and acceptance in online banking technology. The aim of this research is to develop a framework to guide government official for increasing customer trust and acceptance for online banking. After providing literature on online banking, this study considers a framework and tests various factors that might act to determine whether a given technology is likely to be trusted and accepted by the customers of the banking industry in a developing country such as Libya. Data was collected using quantitative and qualitative research methods. The questionnaire survey was distributed to more than 200 Libyan customers of the Bank of Commerce and Development (BCD) and they were analysed quantitatively by descriptive and statistical (correlation and regression) analysis. The data was qualitatively validated with interviews and content analysis. The data was based on customers’ perceptions of factors that might affect their decisions as to whether or not to trust online banking technology in Libya. The study thus addresses the question: How can the level of Libyan bank customers’ trust of online banking be improved? The results of the analysis of this enquiry and findings from a comprehensive literature review enabled the theoretical framework for customers’ trust and acceptance improvement to be developed. As the main outcome of the study, this framework consists of acceptance which includes (relative advantages, ease of use), trust and risk, and online banking issues which includes (security issues, technical and legal support issues, reputation issues, privacy issues, transactional/operation issues). Moreover, technology readiness and demographic characteristics (age, gender) are proposed as having a moderating effect on the relationship between intention and the challenges that might affect customers’ trust and acceptance. These components of the framework have been subject to necessary validation. Thus, if implemented with a conscious effort to address all the mitigating factors, online banking has the potential to bring substantial corporate benefits to both banks and their customers. This research also has significant implications for other research and practical analysis of online banking customers by providing a comprehensive database and established knowledge based on essential theory; this could be used as a resource for practitioners and potential more detailed research, the government officials will also be of interest to the framework for their banking future policies regarding customers’ trust and acceptance. In conclusion, while the aim and objectives of this research were accomplished by providing a framework for the improvement of trust and acceptance of online banking technology by Libyan bank customers, the study has identified the potential limitations of the research and recommendations for future research.
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Åberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.
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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden
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Nguyen, Long Duy. "An Investigation of Critical Factors Affecting Customers' Trust in Electronic Banking: Empirical Evidence from Vietnam." Thesis, Griffith University, 2016. http://hdl.handle.net/10072/367718.
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Electronic banking services have gained increased popularity around the world; however in Vietnam these services have put just their first footsteps in the beginning of 2005. Electronic banking is an alternative means of offering customers expedited and self-controlled transactions using the Internet as the medium for the transaction. Nowadays, banks use electronic banking services as a powerful “value added” channel to attract and retain new customers. This research examines the critical factors affecting customers’ trust in electronic banking in Vietnam. The analysis is carried out by answering three research questions: Does customers’ trust in electronic banking affect their intention to use electronic banking in Vietnam? What are the key factors affecting customers’ trust in using electronic banking and subsequently, their intention to use electronic banking in Vietnam? How can banks use these factors to foster customers’ trust in electronic banking? These questions often confront researchers as well as bank managers and policy makers.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
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Botes, Antoon Abraham Adriaan. "Assessing the impact of customer relationship management on customers in ABSA's Western Cape corporate and business banking division." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80642.
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Thesis (MBA)--Stellenbosch University, 2008.ENGLISH ABSTACT: Many organisations implement customer relationship management (CRM) systems and processes but very few are able to obtain noticeable successes or even measure the successes. The successful implementation of CRM can have a very positive effect on customer service. Not only will it improve customer satisfaction, but it will increase customer loyalty and also lead to repurchases. Improved customer relationships will have a positive effect on profitability since it will reduce costs and the longer the relationship the higher the profits will be. Firms should know the long-term value of their clients and the lifetime value of their customers should be calculated, otherwise the value of existing customers will not be appreciated, and the loss of value that follows from departing customers will not be fully understood. It is critical for any organisation to employ highly professional and trained staff who can interact with customers in such a manner that their needs are satisfied and that value is optimised. In Absa‟s case the relationship executives need to have regular contact with their customers and they need to understand the industries within which the customers operate. They also need to have a very good product and service knowledge. In the research done for this report, the author researched CRM, customer service and relationship marketing. The CRM model which was implemented in the medium business segment of Absa Corporate and Business Bank in the Western Cape was analysed as was the new operating model which was implemented in April 2007. Customers and relationship executives were presented with questionnaires which had to be completed. These questionnaires dealt with the implementation of CRM and the impact, if any, it had on customer service. Conclusions and recommendations were made based on the research and findings.
AFRIKAANSE OPSOMMING: Baie organisasies implementeer kliënteverhoudingsbestuur in een of ander vorm maar baie min van hierdie organisasies slaag daarin om enige merkbare verskil aan hul kliëntediens te maak. Geen of weinig suksesse word behaal en word in die meeste gevalle nie eers gemeet nie. Die suksesvolle implementering van 'n kliënteverhoudingsbestuursproses kan 'n baie positiewe uitwerking op kliëntediens teweegbring en kan ook veroorsaak dat kliënte baie meer lojaal teenoor organisasies word en sodoende ook herhaalde aankope maak. Sterker kliënteverhoudings kan 'n positiewe uitwerking op winsgewendheid veroorsaak aangesien dit kostes sal verminder en hoe langer die verhouding, hoe hoër sal die winsgewendheid wees. Organisasies behoort die waarde wat in langtermyn verhoudings gesetel is, te verstaan en hierdie waarde behoort bereken te word. Die berekening van die waarde van langtermyn verhoudings sal organisasies in staat stel om die waarde van bestaande kliënte te waardeer en die impak van die verlies van hierdie kliënte te kan begryp. Dit is krities belangrik vir enige organisasie om hoogs professionele en opgeleide personeel aan te stel wie aan kliënte se behoeftes kan voldoen op so 'n wyse dat die maksimum waarde van die verhouding ontgin word. In Absa se geval moet die verhoudingsbestuurders gereelde kontak met hulle kliënte hê en moet hulle die industriëe waarin hulle kliënte funksioneer, ten volle verstaan. Hulle moet ook 'n baie goeie produkkennis en 'n begrip van kliëntediens hê. Die navorsing wat vir hierdie verslag gedoen is, fokus op kliënte verhoudingsbestuur, kliëntediens en verhoudingsbemarking. Die verhoudingsbestuurmodel wat in die medium segment van Absa Korporatiewe en Besigheidsbank in die Weskaap geïmplementeer is asook die nuwe bedryfsmodel wat in April 2007 geïmplimenter is, is volledig ontleed. Verhoudingsbestuurders en kliënte het vraelyste voltooi wat gehandel het oor verhoudingsbestuur en die impak, indien enige, wat dit op kliëntediens gehad het . Gevolgtrekkings en aanbevelings is gedoen, gebaseer op die navorsing en bevindings wat gemaak is.
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Bilal, Muhammad, and Ganesh Sankar. "Trust & Security issues in Mobile banking and its effect on Customers." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3166.
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Context: The invention of mobile phones makes the human life easier. The purpose of this study is to identify security risks in mobile banking and to provide an authentication method for mobile banking transaction by using bio-metric mechanism. Objectives: Current mobile banking authentication is challenging and identified as a major security risk. Literature review shows that customer distrusts mobile banking due to security issues. The authors discuss security risks in current authentication methods in mobile banking. Methods: There are different methods and approaches to handle authentication in mobile banking. In this thesis, we propose a new approach of authentication in mobile banking. The strengths and weaknesses of existing approaches of authentication are identified with the help of Literature Review and interviews. The authors present basic transaction model and include security risks. By Literature Review it is found that finger print mechanism is a suitable method for authentication. Authors focus on authentication method and present a biometric scanning device which can identify the customer’s finger print thus enabling the customer to access mobile banking facility. Results: An authentication model is proposed through design process. The proposed biometric design was validated by conducting a workshop. The analysis of the workshop’s results showed that customer’s trust in security for mobile banking will be increased by finger print mechanism. To promote mobile banking, it is necessary to improve customer trust in terms of security. Conclusions: The authors concluded that, only authorized person will be able to use mobile banking services by incorporating bio-metric finger-print mechanism. By literature review and interview it was found that finger-print mechanism is more suitable than other ordinary mechanisms like login and password mechanism, SMS etc.Using mobile phones for mobile banking, customers can push or pull the details like Funds transfer, Bill payment, Share trade, Check order and also inquiries like Account balance, Account statement and Check status Transaction history etc. It means that the customer is interacting with the files, databases etc., of the bank . Database at the server end is sensitive in terms of security. Customers distrust mobile devices to transfer money or for making any transactions. The reason is that security is a major concern for the customer’s fulfillment. Customer’s main concern in using mobile devices for mobile banking is the authentication method used to ensure that the right person is accessing the services like transaction etc.The authors made a basic model for mobile banking transaction. All security risks were included in the transaction model. Then the authors focused on authentication method. By literature review and interview it was concluded that security can be improved by bio metric methods. The authors focused on different bio-metric mechanism and concluded that fingerprint mechanism is more suitable as it requires less storage capacity in database and identifies the uniqueness of customers. The authors suggest a possible solution by proposing finger-print mechanism model and designed a bio-metric scanning device as a solution through which customer can interact with banking system using their finger-print. The result of workshop shows that bio-metric finger print mechanism is more suitable and secure then other authentication methods for mobile banking.
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Petnji, Yaya Luc Honoré. "Customers' loyalty and its antecedents and perception of ISO 9001 in online banking." Doctoral thesis, Universitat de Girona, 2012. http://hdl.handle.net/10803/96090.
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This thesis investigates whether ISO 9001 certification by banks affects customers’ perceptions of e-service quality and recovery (and hence customer satisfaction, value and loyalty) in online banking services. In pursuit of this objective this thesis holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption of the scale. Thereafter, this thesis proposed and applied scales to measure service quality and service recovery in the setting of electronic banking (e-banking). At that juncture, the thesis further developed and empirically tested a model and different sub-models that considers perceived online service quality and online service recovery as antecedents to online satisfaction and value to investigate factors that might influence customer satisfaction, value and loyalty and the possible mediating/moderating effects of customer satisfaction and value on the relationship between service quality, recovery and customer loyalty. Findings are discussed and management implications presented.Aquesta tesis doctoral investiga si la implantació de sistemes d’assegurament de la qualitat segons la norma ISO 9001 als serveis bancaris per internet, afecta a la satisfacció del servei per part dels clients d’aquesta. En aquest sentit, ha calgut analitzar l’escala de mesura de la qualitat dels serveis per internet E-S-QUAL, per tal d’adaptar-la als serveis bancaris, incloent-hi una mesura de la satisfacció en els casos on hi ha hagut reclamacions. D’aquesta forma, la tesis ha aportat un model, testejat empíricament, on es determinen quines son les causes que afecten a una bona satisfacció del servei per part del client, i a un augment de la lleialtat dels clients per part de l’empresa; tan pels clients que han realitzat reclamacions en el servei com als que no.
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Delport, Hester. "The relationship intention of banking and life insurance industry customers / by Hester Delport." Thesis, North-West University, 2009. http://hdl.handle.net/10394/4192.
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In the increasing competitive market environment, it becomes increasingly important for organisations, such as banks and life insurance organisations, to implement relationship marketing strategies to improve their competitiveness. Relationship marketing, properly implemented, will be advantageous to organisations by building long-term relationships with their customers, thereby increasing their customers' spending over time and improving the organisations1 long-term success. However, relationship marketing cannot be applied to all the customers of the organisation, as not all customers intend to form a relationship with the organisation. Organisations therefore need to identify and target those customers who intend to build long-term relationships with them by identifying customers with high relationship intentions.
The aim of this study was to measure the relationship intentions of customers within banking and life insurance organisations by considering five relationship intention constructs, namely involvement, expectations, forgiveness, feedback and fear of relationship loss. A self-administered questionnaire was designed that measured respondents' relationship intentions. The questionnaire was distributed among respondents living in Gauteng who use banking or life insurance services, by means of a non-probability, convenience sampling method. In total, 401 respondents participated in the study, of whom 202 used banking and 199 life insurance services. From the data analysis it was determined that 264 (65.83%) respondents had low intentions and 137 (34.17%) respondents had high intentions to build long-term relationships with the organisation.
The results indicate that nine factors should be considered when measuring banking and life insurance customers' relationship intentions, namely continuing involvement, fear of relationship loss, fear associated with switching to competitors, forgiveness, feedback response, feedback for improved service delivery, expectations, feedback to avoid conflict, and initial involvement. A further analysis of the data concluded that customers1 relationship length should not be considered an indicator for relationship intention.
It is recommended that banking and life insurance organisations should use the nine identified factors to determine their customers' relationship intentions. Targeting only high relationship intention customers rather than all customers for relationship building will result in more effective and efficient relationship building investment by these organisations. Banking and life insurance organisations should furthermore not assume that customers who have been dealing with them for a long period automatically would want to build a long-term relationship with them.
Recommendations for future research include the possibility of replicating this study in service industries other than banking and life insurance organisations to determine the validity of the identified factors used to measure relationship intention for other services. Respondents from other South African provinces could also be included to determine if differences exist between respondents from different regions in terms of their relationship intention.Thesis (M.Com. (Marketing))--North-West University, Potchefstroom Campus, 2009.
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Wasfi, Hummam, and Olena Kostenko. "The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-17199.
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Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. Whereas, quantitative data were gathered via questionnaire, and further analyzed using SPSS, particularly, employing the relationship measurement tools Correlation and Linear regression analysis to calculate the extent to which each variable affects the other. Findings: The aftermath of analysis led to fundamentally privileged outcome, whereas, subsequent to computing the extent to which complaint management influences customer retention, we were able to extract three formulas to determine the linear relationships between the variables that stimulate this calculation process. Suggestions for future research: To enhance the representation of sample, future studies should target more cities with variant circumstances, and apply this type of analysis to other industries Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon. Keywords: Complaint Management, Satisfaction, Loyalty, Retention, Banks, Sweden, Lebanon Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon.
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Chan, Ricky Chi Wai. "Use of different techniques to resolve disputes between banks and their customers in Hong Kong." access abstract and table of contents access full-text, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/dissert.pl?ma-slw-b20833234a.pdf.
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Thesis (M.A.)--City University of Hong Kong, 2005."Dissertation in part fulfillment of Master of art in arbitration and dispute resolution" Title from title screen (viewed on Mar. 27, 2006) Includes bibliographical references.
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Al-Tarawneh, Jawdat M. "Modelling the usage of mobile banking apps from the perspective of bank customers in Jordan." Thesis, University of Gloucestershire, 2017. http://eprints.glos.ac.uk/5596/.
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Mobile banking, M-banking or MB is one of the latest mobile technological booms that allow people to have access to their bank accounts and perform transactions anytime and anywhere. Mobile banking allows bank customers to perform banking services via their portable devices or smart phones, such as: general inquiries, account management, payment of bills, find ATM locations, transferring money and other financial banking transactions. Therefore, such technology enhanced the customer satisfaction and banking services as well; banks have now developed from the traditional branch banking services to e-services, which gives banks’ customers more flexibility and convenience to perform transactions. Nevertheless, the adoption rate of mobile banking technology is not ideal. Despite the large amounts of effort and money being invested, the adoption of electronic banking services in Jordan is not in line with what was expected, and Jordanian banking customers are still slow to adopt these technologies. As it is in the early stages of development and implementation, mobile banking-related concerns and matters have yet to be examined empirically in the Jordanian context. In addition, there is a scarcity of literature addressing customer intention and usage of mobile banking apps by Jordanian banking customers.
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Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
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In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to describe an accomplished research to determine whether Malaysian local bank customers’ perceptions of service quality and its dimensions relate to employees’ perceptions of service climate and its dimensions; and to ascertain whether various background elements’ reported differences influence the relationships between the dimensions of service quality and service climate. This study encapsulated two phases of survey with open-ended and close-ended questionnaires consecutively. The researcher employed the Profile Accumulation Technique in the first phase and from the respondents’ results, close-ended questionnaires were constructed with responses from four local banks in Malaysia, corroborated together with previous scholars’ findings. Several analyses were carried out such as demographic, reliability, validity, performance, non-parametric and parametric tests and elaboration analysis. The main findings produced nine dimensions of service quality (Automated Teller Machine; corporate image; customer interaction and customer service; online and phone banking; physical feature and facilities; products and services; rates and charges; management and staff) and eleven dimensions of service climate (benefit, bonus, reward and salary; corporate image; customer service; facilities; organization; department and branch; management; organization output; products and services; workforce; myself). There were significant relationships between service quality and service climate dimensions. Respondents’ characteristics influenced the strength of the relationships between dimensions, service quality and service climate. Consequently, the results offered significant implications for participating banks to improve quality in their environment concerning their employees and customers; using customer-oriented processes and training programs within an increasingly diverse marketplace. Economic development, the political situation, socio-cultural system and the level of sector maturity do need to be considered by managers and policy makers so as to investigate their influence on service quality and service climate.
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Meesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6248.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6267.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Giwe, Mbunwe Belter. "Factors affecting the usage of banking products and services by low income and under-banked consumers." Thesis, Nelson Mandela Metropolitan University, 2015.
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A fundamental idea of this study was that the formal financial institutions have an essential role to play in the process of assisting financial inclusion of South Africa's low income and under-banked consumers. Financial inclusion is important for consumers to have access to affordable basic financial products and services. An increase in the number of financially included consumers is important for growth of home ownership, positive savings habits among low income consumers and mitigating risks with insurance products. Consumers have access to financial products and services but are not equipped with the basic knowledge to fully benefit from the use of these financial products and services. As a result, the construct of financial inclusion and the measures being taken by South African financial institutions to optimise financial inclusion was investigated in this study. There is a broad consensus that under-banked consumers face a myriad of factors that may prevent them from having effective access and usage of banking products and services. The effective usage of banking products and services not only promotes an inclusive society but also consumers' ability to take full advantage of the benefits of having access to suitable financial products and services. The influence of these factors on the usage of banking products and services by low income and under-banked consumers was under investigation in this research study. The influence of these factors on the usage of banking products and services by low income and under-banked consumers was under investigation in this research study. To achieve this, the researcher identified a number of factors that have a relationship with usage. These include Financial Awareness, Trust, Fees, Simplicity and Appropriateness of banking products and services. Consumers' usage of banking products and services were tested using primary data collected from low income and under-banked consumers in the NMB. This study only focused on five influencing factors. The investigation of other possible factors contributing to the usage of banking products and services is necessary. Making use of a larger sample and an improved model with other pertinent influencing factors might bring to light the significant factors involved in the decisions made by consumers in the usage of banking products and services. The significant factors presented in this study reveals that of the five proposed relationships, only two were found to be significant (Financial Awareness and Appropriateness). The findings of the study show that the usage of banking products and services can be increased through increased Financial Awareness about various available banking products and services, changing the unrealised need of the consumers into a realised need for banking and providing affordable products and services for various sections of the population. Appropriateness also reported a positive significant influence on Usage. This means that consumers are likely to access their bank account at different locations. With banking institutions offering products and services that meet their needs, consumers can achieve their financial goals and improve lifestyles by doing all transactions via the bank account and having more control over their personal financial affairs. Recommendations where suggested based on the empirical results to help improve the banking institutions ways of attracting and retaining consumers to effectively use their products and services. It was recommended that banking institutions should tailor their marketing campaigns towards low income and under-banked consumers in order to improve the level of financial awareness of consumers about banking products and services they consume. Seek to improve their communications strategies by adopting techniques that effectively transmits their ideas between the banking institutions and low income and under-banked consumers. And also focus should be on the creation of innovative design systems to ensure that banking products and services will effectively address the needs of low income and under-banked consumers.
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Junaid, Muhammad, and Fahim muhammad Iqbal. "Evaluation of Customers Adoption of Mobile Technologies For Shopping and Factors Motivating Consumers to Adopt Mobile Shopping." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-56345.
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Advancement in information technology has influenced various aspects of human lives. The penetration of information technology is likely to increase in future. Therefore, it is imperative that one should be aware of the factors, which encourage or discourage customers towards use of information technology and related products and services. With reference to e-commerce, organizations should analyze preferences of consumers in mobile-commerce environment and based on their findings, should adjust their product or service accordingly. The current research was based on the future research areas highlighted by Pantano and Priporas (2016) and covered the limitations of their study using a larger sample (150 customers) using the context of Pakistan. Shahid et al. (2015) Highlighted that mobile-phone industry of Pakistan is one of the vibrant industries of the world. The mobile-density of Pakistan is one of the highest of Asia. The findings of this research revealed different dimensions of independent variables. For perceived ease of use, these dimensions were understandable and easier for one to become skillful in using MBA. Likewise, for perceived usefulness, these dimensions were opportunity of processing more banking transactions and always available. Further to this, for innovativeness of user, these dimensions were being an unconventional person, prefer to experiment new things in life and prefer to obtain information about new products. Likewise, for design of application, these dimensions were using MBA is secure, using MBA has a pleasant experience on my mood, easier to navigate MBA, can customize MBA according to my needs and MBA gives me an opportunity to compare charges with competitors. Finally, for finance cost these dimensions were using MBA saves transportation cost, to and from stores and using MBA saves time of visiting Bank. In addition, this study helped in identification of relative importance of different independent variables on the dependent variables. It was revealed that perceived usefulness is the most influential factor which influences future usage intentions of the people whereas design of application is least influential factor. Likewise, finance cost and innovativeness of users are also important factors. It was suggested that MBA providers should focus on female segments as well, create awareness of MBA among older people, provide MBA in native language, and focus on promoting MBA using different dimensions such as perceived usefulness and cost efficiency. Moreover, this research contributed to previous research in various forms including identification of important dimensions of select variables as well as relative importance of perceived ease of use, perceived usefulness, innovativeness, design of application and cost. Researcher identified various research limitations. Future researchers should overcome these limitations.
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Emanuelsson, Pär. "Cashing in on Customers? Cooperative Pricing Theory with an Application on the Swedish Banking Sector." Thesis, Linköping University, Department of Management and Economics, 2000. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-636.
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The reason for this study of the Swedish banking sector is that we suspect that collusion is at hand in the sector. We ground our suspiciousness on the extensive revenues and high retail banking fees. Swedish banking fees are the highest in EU. Based on this and that the banking sector is oligopolistic with only a few significant competitors we found it interesting to apply theories concerning tacit collusion on the banking sector. Our main conclusions are that cooperative pricing could be successful for banks since prices are a poor means of competition whereas customers focus on service quality instead of price. There is little asymmetry among the established banks and they cooperate through a number of systems. Since they cooperate through these systems the banks experience similar cost pressures and information is available. The Swedish bankers’ association plays an important role in the exchange of information. Thus, the facilitating features are strong and cooperative pricing can be profitable. An effective banking sector is essential for an economy and has a central role in the society as a whole. The presence of collusion can therefore have important implications, not only for the customers but also for the society. Efficiency costs also appear when collusion is at hand and can exceed the society’s welfare losses.
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Alboqami, Hassan Abdullah. "Investigating the factors affecting customers' trust and acceptance of online banking : the case of Saudi Arabia." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17127.
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The need for online banking technology in the banking industry is important to allow financial institutions to serve their customers worldwide, without having the need to be present in person or face-to-face to benefit from the service. Despite the investment in informational technology and information system infrastructure by Saudi Arabian financial institutions, the Saudi banks have lagged their Western counterparts when it comes to provision of online banking services. Given a relatively recent adoption of online banking in Saudi Arabia, consumer trust in online banking is a critical challenge facing bank managers, warranting further research. The aim of this research is to develop a framework to improve consumer trust toward online banking services and its affect consumer intentions to use the online banking service and e-WOM. The literature included the assessment of relevant theories including social cognitive theory, technology acceptance model and commitment trust theory. These theories formed the basis of formulation of research framework, including development of 12 research hypotheses. Perceived usefulness, perceived ease of use, relationship termination cost, shared value, communication, privacy and demographic factors all have an important role in influencing the extent of trust and the subsequent intention of customers to engage in and use online banking services provided by the financial institutions. When it comes to the literature gap, there remains a relative lack of existence of research on the subject of consumer trust in online banking within Saudi Arabia (Zhou, 2012; Alanezi and Brooks, 2014; AL-Malkawi et al., 2016), which presents a gap in the literature warranting further research. Moreover, most of the prior research on the subject of consumer trust in online banking has concentrated on the information cues such as reputation and information quality (Montazemi and Qahri-Saremi, 2015). This is alongside relatively little attention given to other factors such as perceived usefulness, ease of use, shared value, and privacy/security, which are crucial factors in online banking services (Fatima, 2011; Aloul., 2012; Montazemi and Qahri-Saremi, 2015). Regarding methodology, the positivist research philosophy, deductive approach, survey questionnaire and quantitative data collection and analysis techniques were undertaken. A key rationale for selection of such a methodology is the review of relevant literature, which led to development of research hypotheses that are tested through the survey technique, which is consistent with positivist and deductive research approach. The survey questionnaire request was sent online to 800 research participants (users of online services in Saudi Arabia). Out of these 800, 585 responded (indicating a response rate of an impressive 73%). The response rate was improved through giving regular reminders to the research participants who had not responded to the survey earlier. The findings of this research support the argument that trust in e-bank website play an important role in maintaining long term relationship with customers. Therefore, online banks who deal with their customers in a confidential, transparent and honest manner and ultimately protect the consumers' interests are likely to contribute to greater adoption of online banking by customers in Saudi Arabia. Furthermore, it is also concluded that perceived ease of use, trust in online banking website, trust in technology, relationship termination cost, privacy/security, shared value, and communication have positive and significant effect on customer trust in e-bank website, intention to use online banking, and e-WOM.
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Chen, Wen-Hui. "Determinants of internet banking adoption by corporate customers : a study of behavioural intentions in Taiwanese businesses." Thesis, University of Warwick, 2014. http://wrap.warwick.ac.uk/61915/.
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The aim of this thesis is to investigate the determinants of the behavioural intention of Internet banking adoption among individual members of a corporate customer’s buying centre, and to compare the difference between adopters (corporate customers) and non-adopters (companies that do not currently use Internet banking) with an emphasis on the factors that influence the adoption of Internet banking (IB). Five theoretical models were applied: theory of reasoned action (TRA), theory of planned behaviour (TPB), technology acceptance model (TAM), decomposed theory of planned behaviour (DTPB), and technology readiness (TR). Responses were explored in terms of the intention, attitude, subjective norm, perceived behavioural control, usability and relevance, innovativeness, operational concerns, normative influence, self-efficacy, and facilitating condition, in relation to the intent to adopt IB. The main purpose of the first qualitative study, which consisted of interviews with eight adopters, eleven non-adopters and three IB managers, was to understand the factors that influence corporate customers to adopt IB, and also to help formulate the design of the questionnaire. The main study involved the development and testing of a questionnaire with 431 respondents (257 adopters and 174 non-adopters). Factor analyses and multiple regressions were employed in the evaluation of the questionnaire. It was found that (1) attitude, subjective norm, and perceived behavioural control are the major factors in the corporate customer’s intentions toward IB adoption; (2) usability and relevance, innovativeness, and operational concerns are the key constructs that have influence over the corporate attitude towards the adoption of IB; (3) normative influence is found to be the construct that most heavily influences the subjective norm towards corporate adoption of IB; (4) self-efficacy and facilitating condition are the constructs that influence perceived behavioural control towards corporate adoption of IB; and (5) other than innovativeness, there was no significant difference between adopters’ behavioural intention and non-adopters’ behavioural intention. The research contributes to the development of a theoretical framework that identifies and tests the antecedents of attitude, subjective norm, and perceived behavioural control of buying centre participants’ intentions toward IB adoption. This study confirms that TR can be employed to explain the phenomena of the corporate customer’s behavioural intentions toward IB. In addition, this study contributes to the literature through its comparison of the behavioural intentions toward IB adoption between adopters and non-adopters.
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Liang, Yan. "The influence of perceived risk in the uptake of self-service technologies within the retail banking sector : a study of customers using the industrial and commercial bank of China in Jilin." Thesis, Cape Peninsula University of Technology, 2006. http://hdl.handle.net/20.500.11838/993.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2006This study aims to explore the impact of self-service technologies (SSTs) on the behaviour of Chinese banking customers. The research has two purposes: (l) To determine how perceived risk impacts on the use of SSTs for customers with a high and a low technology readiness index (TRI) and (2) To understand the types of perceived risks within the banking industry and which component of risk dominates customer's propensity to use SSTs. The research focuses on the retail bank SSTs services for the reason that the banking industry has the longest development history in SSTs. The research was conducted using a questionnaire containing two service scenarios (bank information search, fund/money transfer) and was distributed to 372 bank customers, of which a valid sample of 307 respondents was analyzed. The test results indicate the effect of perceived risk does exist. High perceived risk influences high TRI customers to lower their propensity to use the SSTs in the funds transfer and money transfer service scenario, whereas customers with low TRI will tend to lower their propensity to use SSTs in the funds transfer, money transfer and other services. Psychological risk was also identified as the dominant influential risk factor among the respondents. The results support the research hypotheses and highlight the importance for companies to manage perceived risk in this technological era.
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Konlaan, Leedip Boinkum, and Justice Antwi Boasiako. "ADOPTION OF INTERNET BANKING FROM A CUSTOMERS' PERSPECTIVE IN GHANA(The study of Standard Chartered Bank-Kumasi)." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6367.
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COURSE: Master Thesis in Business Administration 15 ECTS
Research problem
To what extent do customers' at Standard Chartered Bank in Kumasi adopt internet banking?
Purpose of the study
The purpose of this study is to explore barriers and drivers to the adoption of internet banking among customers at the Standard Chartered Bank-Kumasi.
Research Question
- Are customers at Standard Chartered Bank-Kumasi aware of the existence of internet services in their bank?
- What factors may motivate Standard Chartered Bank-Kumasi customers to adopt internet banking?
- What factors may impede the adoption of internet banking by the customers of Standard Chartered Bank-Kumasi?
Methods
The authors adopted the qualitative method which seeks in-depth information from respondents. The authors also relied on both primary and secondary data. The primary data is obtained through telephone interview. The secondary data use includes books and journals as well as internet sources. The principal theories used are the diffusion of innovation by Rogers (2003) and the hierarchy of effects model by Evans et al. (2006).
Conclusion
The analysis from the study has shown that, many factors such as education, need age, etc are the driving force that influence customers in our study to adopt internet banking. Other factors include the perceived ease of use and perceived usefulness is important for the customers to adopt internet banking. The study has revealed that, most customers consider the adoption of internet banking as associated with high cost, complexity to use internet and lack of security as well as low awareness are some of the factors hindering the adoption of internet banking among the customers in our case study.
Keywords: adoption, internet banking, Ghana, information and communication technology.
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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.
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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.
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Conradie, Mia. "The influence of a vertical service line extension on existing customers’ perceived brand image in the case of Capitec and Absa Bank." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/86460.
Full textAbstract:
Thesis (MComm)--Stellenbosch University, 2014.ENGLISH ABSTRACT: In the financial service sector, specifically the banking sector, the competition for market share has become fierce. South Africas‟ Big Four banks (Absa, FNB, Standard Bank and Nedbank) are currently threatened by Capitec‟s simplified business strategy. Capitec is not just retaining customers, but also attracting new-to-bank customers and customers from other banks. Capitec‟s strategy has led to an increase in competitive rivalry among the banks. The Big Four banks are struggling to retaliate against Capitec‟s innovation, creating a situation where only the strongest will survive. The reason for this competition is Capitec‟s move to target the higher-income market, since they are changing the profile of their original customer base. On the other hand, Absa is counter-attacking by targeting Capitec‟s primary market that consists of lower-income groups. Both Capitec and Absa are initiating vertical service line extensions (VSLE). The difference between the two banks‟ strategies is the direction of the vertical extension, where Capitec is utilising an upward VSLE, and Absa is utilising a downward VSLE. Not enough attention has been given to service line extensions compared to extensions of tangible products. In this study the focus is on vertical line extensions within the service sector and more specifically the banking sector. The primary objective is to investigate the influence attitudes towards a vertical service line extension (VSLE) have on current customers‟ perceived brand image. Furthermore, the difference between customers‟ attitudes towards a bank pursuing an upward vertical service line extension and one pursuing a downward vertical service line extension, is investigated. The secondary objectives of the study are to assess whether or not (1) perceived quality influence customers‟ attitudes towards a VSLE; (2) perceived status fit influence customers‟ attitudes towards a VSLE; (3) customers‟ perceived fit between their self-image and the communication, influence attitudes towards a VSLE; (4) attitudes towards a VSLE influence brand image; (5) there is a difference between customers‟ brand image, perceived quality, perceived fit, and self-brand communication fit of a bank that introduced an upward extension and one that introduced a downward extension. In the case of an upward VSLE (Capitec), the results suggest that perceived quality was the only variable that significantly influenced attitudes towards the VLSE. On the other hand, in the case of a downward VSLE (Absa), perceived quality and communication fit significantly influenced attitudes towards a VSLE. Furthermore, attitudes towards the VSLE did significantly influence brand image in both an upward and downward extension. Perceived status fit was the only variable that did not significantly influence attitudes towards a VSLE in both an upward and a downward extension. It emerged that the attitudes of customers from a bank initiating an upward extension (Capitec) differ from customers from a bank initiating a downward extension (Absa). Capitec and Absa customers differ in their evaluation of perceived quality, status fit, communication fit and brand image. The greatest difference among the two customer groups were caused by communication fit and perceived brand image. In this study Capitec customers evaluated their bank more favourably than Absa customers did. This result can be attributed to the direction of the extension and customers feelings towards it. It was advised that managers should thoroughly investigate the benefits and risks in implementing an upward or downward VSLE, since this study concludes that in either case brand image will be influenced.
AFRIKAANSE OPSOMMING: In die Suid-Afrikaanse mark het die kompitiese tussen banke geweldig gestyg soos die banke meeding om mark aandeel. Die Groot Vier banke (Absa, FNB, Standard Bank en Nedbank) word tans uitgedaag deur Capitec se eenvoudige dienslewering strategieë. Capitec is besig om dienste te lewer aan hul huidige kliënte, asook die gedeelte in die mark wat nog nooit voorheen van bankdiense gebruik gemaak het nie. Verder, is Capitec besig om kliënte van ander banke af te rokkel. Die Groot Vier sukkel om mee te ding met Capitec se innovasie rondom algemene bankdienste. Dus, word daar nou 'n situasie in die finansiële sektor geskep waar net die sterkstes sal oorleef. Die rede vir hierdie mededinging in die mark is as gevolg van Capitec se beweging na 'n hoër-inkomste mark. Die oorspronklike kliënte-profiel van Capitec word nou op ʼn prominente wyse verander. Absa, daarteenoor is besig om Capitec teë te werk deurdat hul laer-inkomste markte infiltreer. In beide gevalle is Capitec en Absa besig om 'n "vertical service line extension (VSLE" te implementeer. Die verskil tussen die twee banke is die rigting van die VSLE, waar Capitec 'n opwaartse VSLE implementeer het en Absa 'n afwaardse VSLE implementeer het. In die huidige literatuur word daar nie genoeg aandag gegee aan "service line extension" in vergelyking met "product line extensions" nie. Dus, die fokus van hierdie studie is op VSLE in die bankdienste sektor. Die primêre doelwit is om te bepaal of huidige kliënte se houdings teenoor die VSLE 'n beduidende invloed het op die handelsmerk. Verder, is ondersoek ingestel om te bepaal of daar 'n verskil is tussen 'n bank se kliënte wat 'n opwaartse VSLE implementeer en een wat 'n afwaartse VSLE implementeer. Die sekondêre doelwitte was om vas te stel of (1) kliënte se gehalte persepsie 'n effek het op hul houding teenoor 'n VSLE; (2) status ooreenstemming 'n effek het op kliënte se houding teenoor 'n VSLE; (3) ooreenstemming tussen kliënte se self-persepsie en die bank se kommunikasie 'n effek het op hul houding teenoor die VSLE; (4) kliënte se houding teenoor die VSLE 'n effek het op die handelsmerk; (5) daar 'n verskil is tussen kliënte van 'n bank wat 'n opwaarse VSLE implementeer en een wat 'n afwaarste VSLE implementeer interme van, gehalte persepsie, status ooreenstemming en hul ooreenstemming tussen self-persepsie en kommunikasie. In die geval van 'n opwaartse VSLE (Capitec) is dit bevind dat net kliënte se gehalte persepsie 'n beduidende invloed het op hul houdings teenoor die VSLE. In die geval van 'n afwaartse VSLE (Absa) is daar bevind dat kliënte se gehalte persepsie en kommunikasie „n beduidene invloed het op hul houdings teenoor die VSLE. In beide 'n opwaarste en afwaarste VSLE het kliënte se houdings teenoor die VSLE „n beduidende effek op die handelsmerkbeeld gehad. Status ooreenstemming tussen die huidige kliëntebasis en die kliëntebasis wat bereik wil word deur die VSLE, het geen effek gehad op kliënte se houding teenoor die VSLE nie. Verder, was dit bevind dat kliënte wat betrokke is by 'n bank wat 'n opwaarste VSLE implementeer (Capitec) verskil van die kliënte wat betrokke is by 'n bank wat 'n afwaarste VSLE implementeer (Absa). Capitec en Absa kliënte verskil in hul evaluasie van die betrokke bank se gehalte persepsie, status ooreenstemming, kommunikasie en handelsmerk evaluasie. Die grootste verskil tussen die twee steekproewe is by kommunikasie evaluasie en handelsmerk evaluasie. Daar is onder andere bevind dat Capitec kliënte hul bank beter evalueer as Absa kliënte. Hierdie bevinding kan verduidelik word deur die rigting van die twee banke se VSLE. Die gevolgtrekking is dat handelsmerkbeeld, ongeag die rigitng van die VSLE, beïnvloed word deur huidige kliënte se houdings teenoor die VSLE. Dus, moet bestuurders al die voordele en nadele in verband met 'n VSLE opgeweeg voordat 'n VSLE strategie geïmplemteer word.
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Zietsman, Pieter Joubert. "The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64831.
Full textAbstract:
Relationship marketing, inclusive of the relationship quality constructs relationship satisfaction, trust and commitment, has been widely acknowledge as a tool to ensure loyalty. With limited studies conducting research to determine if relationship satisfaction, trust and commitment predicts overall satisfaction, a predictor of loyalty, within a business-to-business environment this study investigates the aforementioned focussing on SMEs and their relationship with banks within an emerging market.
Through secondary data obtained through email administered questionnaires a total of 1087 respondents was deemed valid for hypothesis testing. The constructs were analysed through multiple and simple linear regression models.
Relationship satisfaction and commitment was found to be significant predictors of overall satisfaction; the former being found to be the most important factor in predicting overall satisfaction. Trust, in contrast to most theorists, was however found not to be a significant predictor to overall satisfaction although having an influence on the overall model fit. Overall satisfaction was found to be an exceptionally strong predictor of loyalty indicating that within a business-to-business environment it is pivotal for banking managers to ensure that their SME business customers is satisfied with the relationship they have with the bank along with being committed to ensure the continuation of this relationship. Ultimately these aspects are key to long-term business loyalty.Mini Dissertation (MBA)--University of Pretoria, 2017.
lt2018
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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Maphakisa, Motaboli David. "Effectiveness of ABSA business bank's customer relationship management practices in maintaining loyalty among customers in the Eastern Cape province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/273.
Full textAbstract:
Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State,Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.
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Mhlanga, Tafadzwa. "A study to investigate the attitude of customers towards electronic banking: The case of a South African-based company." University of the Western Cape, 2017. http://hdl.handle.net/11394/6321.
Full textAbstract:
Magister Commercii (Industrial Psychology) - MCom (IPS)It is known that attitude plays a significant role in consumer decision process whether to adopt new technology or not. Differences in attitude towards a product or a service depend on the nature of the product, individuals and the duration in which the product has been in the market. Based on the Technology Acceptance Model (TAM), the current research study investigated the influence of gender, perceived ease of use, perceived usefulness, trust, social norm, computer confidence on attitude towards e-banking and intention to start or continue using internet/cell phone banking among company ABC customers. Company ABC is a South African-based financial institution which was officially launched in January 2015. With the benefits of e-banking outnumbering the benefits of cash, company ABC started accepting electronic payments only in 2015, and opened for cash transactions in 2016. The need to understand factors impacting on consumers' attitude and behaviour towards using technology motivated the researcher. A quantitative approach was used with the aim to understand the attitude of consumers towards e-banking. 207 participants took part in the study. The sample was made up of customers from company ABC. The e-banking attitude questionnaire consists of six scales measuring perceived ease of use, perceived usefulness, subjective norm, attitude, computer confidence, and intention to start to use or continue using e-banking. To measure the impact of computer confidence on attitude towards e-banking, a standardized computer attitude scale was adapted from a computer attitude scale which was developed by Loyd and Loyd (1985). Statistical analyses software packages such as SPSS (version 23) and LISREL (version 8.80) were utilised to measure the relationship between independent and dependent variables. The comprehensive measurement model was assessed by means of item parcelling. Both measurement and structural models showed good fit.
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丘曉菁. "Customers' satisfaction wiht online customer service on internet banking of siam commercial bank." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/71657616246228482588.
Full text
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CHANG, HSIAO-CHEN, and 張筱珍. "The Factors Affecting Customers Choose The Mobile Banking." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/23579859558686119452.
Full textAbstract:
碩士東吳大學
國際經營與貿易學系
104
With the growing popularity of smart mobile devices, consumers’ daily life has gradually and closely related to it. Financial and information industry are now trying to integrate their services on mobile devices. As a re sult, banks are now paying much more attention to “mobile banking”. Mobile Banking make lots of financial services no longer subject to time and space constraints. They can provide 24/7, without geographical restriction service. However, the development of mobile banking in Taiwan is relatively slower than other countries. In this study, with Delphi method and AHP method, trying to establish an expert survey, the surveys were conducted from industry experts and the users of mobile banking service. The study finally summed up the reason why the user selects mobile banking services. The results showed that, the experts who works in the bank thought mobile banking can help them easily transfer money real time, the operating process is very smooth, and the privacy when they use mobile banking services. As general users, they also thought the reason why they want to choose mobile banking, are mobile banking can help them easily transfer money real time. Besides, they thought mobile banking provide some services, like the payment of credit card, telecommunications fees. immediate forex trading.
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Lou, Tsai-Wen, and 羅彩文. "Relative Marketing versus Customers’ Loyalty in Banking Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/56617041619018672753.
Full textAbstract:
碩士國立成功大學
高階管理碩士在職專班
96
This study aims to examine the relative marketing, service quality, customer satisfaction, and customer loyalty in banking industry. Specifically, the objectives of this study can be summarize as follows: 1. Exploring the correlation between related marketing, service quality, customer satisfaction, and customer loyalty in banking industry respectively. 2. Empirically examine the influence of relative marketing strategy on service quality, customer satisfaction, and customer loyalty respectively. 3. Investigate how gender, age, education, occupation, income and marital status affects relative marketing strategy. 4. The feasibility of applying the results of this study to existing banks. This study demonstrates the related marketing strategy has significant influence on service quality, customer satisfaction, and customer loyalty respectively. The statistical results indicate that, under different demographic variables (gender, age, education, occupation, and income), can significantly discriminate relative marketing, service quality, customer satisfaction, and customer loyalty respectively. Furthermore, the results of this study can provide suggestions as follows: 1. Bank should consider integrating customer information from branch office level; thus, relative marketing strategy can be applied based on an integrated customer database. 2. A bank should restructure its organization in terms of customers’ needs. 3. A bank should continuously provide professional on-job training in order to have comprehensive and efficient services for promoting customer satisfaction and loyalty. 4. A bank should develop a win-win strategy in relation to customer; thus, its profitability can be sustained accordingly. Key words: related market strategy, service quality, customer satisfaction, customer loyalty, banking industry
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Nguyen, Le-Vy, and 阮黎薇. "The Marketing Strategy to Vietnam Internet Banking Customers." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/kyvqhq.
Full textAbstract:
碩士國立虎尾科技大學
經營管理研究所
100
With the development of the Internet, Internet commerce and international trade, e-payment or Internet Banking become an indispensable payment trend in a modern society. Internet Banking has been developed and introduced in many developed countries for a long time. Following the trend of the world, Vietnam – the emerging country with the high growth rate of the banking industry is no exception in providing Internet Banking services. Using primary data collected in Vietnam, this study propose a questionnaire to understand the factors affect to the Vietnamese customers individual in using Internet Banking services. In order to find an effective marketing strategy for Vietnam Internet Banking customers, this study wanted to segment the Internet Banking services customers into two groups include “Equity Group” and “Quality Group” based on five Service Quality factors, namely “Internet Quality”, “Customer rights”, “Internet Convenience”, “Internet Security” and “Banking reputation”. Besides that, this research also used the Service Quality segments to test the different signification of Service Quality, Customer Satisfaction, Customer Loyalty, Lifestyle, Customer Behavior and Demographics. The results of Structural Equation Modeling (SEM) also find out that there is a significant direct positive effect between Service Quality and Customer Satisfaction, direct positive effect between Customer Satisfaction and Customer Loyalty, Service Quality has the direct and indirect effects to Customer Loyalty.
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Su, Ching-Chan, and 蘇敬展. "Factors Affecting Successful Use of Internet Banking Customers." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/62qqbn.
Full textAbstract:
碩士國立虎尾科技大學
經營管理研究所
101
As the competition in the banking industry becomes more intense, the online channels in financial services have become the key to the success of banks. Therefore, it is critical how to encourage customers to use online banking, to help the banks improving the online banking services, and to enhance the customers'' willingness to reuse. This study combined DeLone and McLean’s (2003) "Updated D&M IS Success Model" with Morgan and Hunt’s (1994) "Key Mediating Variable Model (KMV)" as the research basis. A questionnaire survey was conducted based on a sample of 341 online banking users of domestic banks. Structural Equation Modeling (SEM) was then used to analyze causal relationship between variables. The empirical results indicated that: (1) the model proposed in this study had excellent model fitness; (2) customer satisfaction was a key mediating variable among system quality, information quality, service quality and trust, relationship commitment; (3) customer satisfaction had a significantly positive influence on trust and relationship commitment; (4) trust had a significantly positive influence on relationship commitment; (5) trust significantly positively affected continuance intention and cooperation. Similarly, relationship commitment also had a significantly positive impact on acquiescence and cooperation.
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Srivatsa, H. S. "Psychographic Segmentation of Retail Banking Customers of Karnataka (India) - An Exploratory Study." Thesis, 2008. https://etd.iisc.ac.in/handle/2005/4967.
Full textAbstract:
Post Liberalization, India has witnessed a good growth rate in economy. The GDP has grown by in
the range of 7- 8 percentage annually. The job prospects in India have increased phenomenally due
domestic business climate and the influx of foreign companies and their investments. India has
become a service outsourcing hub due to the available talent and infrastructure. The economic
boom has been a boon to many in terms increased job and business prospects and this in turn has
led to consumption of financial services in India. The growing needs and wants for financial products
like loans, credit cards, insurance, banking facilities, investment opportunities itself is an indicator
of the financial confidence among the Indian population. The lifestyle of Indian consumers has
undergone a huge change reflecting in the way how one lives, the food one consumes, the homes
people live in, the kind of transport people use, entertainment and health.
The number of banks has also increased over the last decade with many private and foreign banks
setting up shop in India. (There are around 3000 registered banks operating in India. Source: RBI).
With increased competition and a big banking customer base, many of the banks have resorted to
intense competitive strategies to attract a customer into its fold. Most of the banks have similar
offerings and very few banks have a differentiation approach. One of the reputed public sector
banks had advertised with slogans like “We provide cars loans too”, especially when most of the
banks were providing one.
The similarity in offerings and services poses difficulty to any bank to differentiate its offerings from
the rest. Instead a better way to differentiate is to provide products and services that the customer
really appreciates. In order to understand the needs and wants of the customer better, attitudes,
interests, opinions, and lifestyles of customer have to be studied. This particular technique is called
“Psychographics”. In simple terms “Psychographics” means mental portraits of the customer. A
review of literature reveals that banking customers have been studied based on them bank selection
behavior, channel preferences and product preferences separately. But banking behavior is
combination of the above-mentioned individual components plus the lifestyle of the customer that
may influence his banking behavior. A customer does not choose a bank based on its proximity or
due to its friendly staff but may also check if the bank offers internet banking or provides
educational loans and many more aspects. Thus, an integrated approach is necessary to understand
the customer better. In this research we have attempted an integrated approach (by combining
bank selection, channel preferences and product preferences) to understand the customer by also
including some lifestyle related aspects that may influence a customer’s total banking behavior.
Based on preliminary observations, opinion from experts in the area and relevant
literature review, the following objectives have been formulated for the study:
1. To identify the psychographic variables that are important for bank selection, channel
preferences and product preferences for customers in the age group between 18 to 42 years, across
two selected urban regions of Karnataka.
2. To obtain a general description of psychographics involving bank selection criteria, channel preferences, product preferences and usage, and lifestyle aspects that may be related to banking, of the two urban samples considered for the study.
3. To identify those psychographic variables that differentiate the two urban regions in their bank selection, channel preferences, and product preferences. (Bangalore is considered as Urban 1 and the grouping of Mysore, Mangalore, Hubli and Dharwad is considered as Urban 2 for this study).
4. To study the nature of relationship among psychographic variables belonging to bank selection, channel preferences, product preferences and lifestyles activities. To test the influence of lifestyle activities on banking, they are studied in the following ways:
a) By studying the psychographics of bank selection, channel selection and product selection and usage without the inclusion of lifestyle activities and
b) By including the lifestyle activities with psychographics of bank selection, channel selection and product selection and usage.
5. Influence of geographic region on segmentation of retail banking customers with respect to bank selection, channel selection and product selection.
6. To Test hypotheses relating to a) the factors influencing the banking selection, channel selection and product selection of the urban regions under consideration (relating to the similarity of psychographic segments of the two urban regions) and 2) hypotheses, relating to observations of certain specific psychographics exhibited by a) customers of the two urban regions, and b) customers from different demographics.
7. To construct a psychographic model of bank selection, channel selection and
product selection Banking Customers of Karnataka in the age group of 18- 40 years were subjected to a personal interview with the instrument being a questionnaire contained 24 bank selection variables, 19 channel preference variables,17 product preference variables and 6 lifestyle variables. The variables were selected from the literature and also from discussions with experts in the area of banking that was assumed to be relevant in Indian context. The region of Karnataka was classified as Urban one (comprising of Bangalore) and Urban two (comprising of Hubli –Dharwad, Mangalore, and Mysore).
A descriptive analysis was done area wise in order to get a general picture of the relevant variables. A Discriminant analysis was performed between urban one and urban two areas to get the dominant variables that discriminated between the two areas considered for the study. Hypotheses were formulated based on literature, observations from data analysis and general observations of the banking system and tested.
A Factor analysis was conducted to get the dimensions of bank selection, channel preference, product preferences and lifestyles. Confirmatory factor analysis has been used to test the hypotheses and for modeling the factors responsible for the bank selection, channel selection and product selection across the different urban regions considered for the study.
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"M-Commerce : Standard Bank's cellphone banking adoption by customers." Thesis, 2004. http://hdl.handle.net/10413/2272.
Full textAbstract:
Mobile commerce is a product of the convergence of the two fastest growing
technologies of the modern era: cellular phones and the Internet (Attwood and
Duncan, 2000). It delivers electronic commerce capabilities into a consumer's
hand via wireless technology, that is an ability to perform a transaction using a
mobile device (cell phone, laptop, PDA), such as the cellphone banking
service. The cellphone banking service allows banking customers to perform
banking transactions directly on their cellphone, using either WAP or WIG
technology. Four big banks in South Africa provide the cell phone banking
offering to customers. Nedcor first launch the cell phone banking service and
other banks followed. Standard Bank launched the service in 2001 and thus
far only 28 000 customers have registered for the cell phone banking service.
The level of service adoption is very low, considering that there are 15million
cellphone subscribers in South Africa. Banks projected that the take-up would
be much higher than it currently is. For the purpose of this research study, the
Standard Bank's cell phone banking offering will be evaluated. The problem
area is that while Standard Bank launched the cellphone banking service in
2001, the consumer take up has been far lower than expected. Thus far, only
28 000 customers have registered for the service. No analysis has been
conducted at Standard Bank to understand the reasons behind the slow rate
of adoption by customers.
The objectives of the study are to:
o identify the factors that contribute to the non-adoption of the cell phone
banking service by customers
o identify factors that can increase the rate of service adoption and
therefore assist the banks in promoting the service to critical mass
o Establish the future of m-commerce in the banking industry.
- v -
A literature review has been conducted, where studies conducted
internationally in mobile banking space have been discussed. These are
studies conducted in Europe and the United States. The cell phone banking
adoption framework model has also been derived. In terms of the research
methodology, qualitative and quantitative research methods were both
employed to gather the required data. For the qualitative methodology,
interviews were conducted with the Standard Bank management team and a
questionnaire was administered. For the quantitative methodology a
questionnaire was designed and was used to gather the information from
Standard Bank customers.
The research results reveal that cellphone banking has not been widely
adopted, despite the rapid diffusion of cell phones in South Africa and the
popularity of cell phone functionality such as SMS. Factors likely to influence
adoption include trialability, relative advantage, and the customer need for
banking services from a cellphone and lower perceptions of technology risk.Thesis (MBA)-University of Kwazulu-Natal, 2004.
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Lu, Pei-Ching, and 呂佩卿. "The Study on Customers Behavioral Intention of Internet Banking." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/j4wqat.
Full textAbstract:
碩士國立澎湖科技大學
服務業經營管理研究所碩士在職專班
102
ii The Study on Customers Behavioral Intention of Internet Banking Student：Pei-Ching Lu Advisor：Yeong-Ching Lin Graduate School of Service Management National Penghu University of Science and Technology Abstract In recent years, with the rapid growth of internet technology and electronic commerce, internet banking timely handles businesses online for customers and plays a very important role. As customers are no longer limited by the operating hours and space, internet banking lowers the physical and time cost. On the other hand, banks can reduce operating costs through internet banking and focus on market expansion. Although internet banking is beneficial to both customers and banks, statistics show that in Taiwan there are still about half (48%) of customers who refuses to accept internet banking. Therefore, understanding the factors affecting the customers using internet banking is still an important issue for the banking industry. In this research, the technology acceptance model is utilized as the base theory, combined with the theory of planned behavior and supplemented with trust, self-efficacy, individual innovation and perceived benefits. The goal of the research is to understand the factors affecting the customer intention in using internet banking. This research takes the citizens who have used internet banking as the population. First, random samples of 15 banks with internet banking are drawn from stratified regions. Next, among the drawn banks with internet banking, purposive sampling is conducted on the bank tellers to perform survey. A total of 450 questionnaires were given. After removing the 46 incomplete questionnaires, the remaining total of 404 valid questionnaires gave with an effective response rate at 89.7%. After questionnaires were collected, SPSS and AMOS statistical software were used to conduct statistical analysis. Confirmatory factor analysis was used to study the relationship between each construct, and the research found that customers' strong use attitude in internet banking can positively and significantly influence their use attention. Also, it was found that subjective norm, perceived usefulness, perceived ease of use and perceived benefits all iii had positive significance on use attitude; among them, perceived ease of use is the highest, followed by perceived usefulness and then perceived benefits. Self-efficacy has positive significance on trust, but not on perceived usefulness; it has strong influence on perceived ease of use. Individual innovation has positive significance on self-efficacy, but not on perceived usefulness and perceived ease of use. Key words:Internet banking, technology acceptance model, theory of planned behavior, factors
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Lin, Chia-Yu, and 林佳渝. "Research on the Utilization of Internet Banking by Customers." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/75516811260572669037.
Full textAbstract:
碩士元智大學
管理研究所
98
Under the financial liberalization and internationalization, the prevalence of Internet impels the bankers to develop the Internet banking by combining the information technology. The banks also utilize the boundless character of the Internet to provide the customers with new transaction channels and to create more added values. Although the banking industry invests a great deal of costs and manpower into the construction of the Internet banking, there are still some customers who haven’t utilized the Internet banking by far. This research adopts convenience sampling for conducting interviews with the customers who still haven’t utilized the Internet banking in order to explore the factors impacting the customers to utilize the Internet banking. The research findings reveal that the Internet privacy, security and risk will cause lack of trust in customers on the Internet banking and further impact their intentions to utilize the Internet banking. Finally, based on the Internet security, privacy and Internet trust---the factors that impact the customers to utilize the Internet banking, this research raises that the strategies of intensifying the system security mechanism, applying third party’s website with assurance seal, brands and reputation, and accumulating the customer’s experiences and familiarity can enhance the customers’ trust on the Internet banking and further increase their intentions to utilize the Internet banking.
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Bolton, Kimberley Jane. "Marketing implications of self-service technologies amongst online banking customers." Thesis, 2012. http://hdl.handle.net/10210/4827.
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M. Comm.The overall goal of this short dissertation is the investigation of self-service technologies with reference to online banking. As the issue of security is one of the main factors to adoption of self-service technologies, it will be the main focus of the study. The focus of the investigation concerns the security perceptions of consumers with regard to selfservice technologies and online banking, and thus determine a framework that groups consumers based on these security perceptions. Included in the study is the profile of consumers who use self-service technologies and online banking, the investigation into the risk dimensions (financial, privacy, time and convenience, psychological, social and physical) that contribute to the security perceptions of consumers. And ultimately, indicating the relationship that security perceptions of respondents have that affect their adoption of online banking.
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Mojalefa, Trevor Letago Lucas. "Factors influencing the adoption of electronic banking behaviour." Thesis, 2014. http://hdl.handle.net/10210/12454.
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M.Com. (Business Management)The current competitive climate within the South African banking industry has put pressure on banks to either find new revenue streams mainly through innovation, or to achieve existing cost efficiencies. South African banks have increasingly looked to advancements in new technology, innovation and service distribution channels as a solution for attaining sustainable competitive advantage. The primary objective of this study was to investigate and assess the independent variables (perceived usefulness, perceived ease of use, perceived cost, perceived privacy/ security and knowledgeability/ awareness) that influence the adoption of electronic banking channels in order to inform banks’ channel migration strategy decisions. The study attempts to close the gap in electronic banking adoption theory that exists within a South African context. The significance of the study is that due to a majority of electronic banking adoption research and models being conducted internationally, an attempt is made to investigate and apply these models within a South African context. Based on a survey conducted among 211 respondents, the above mentioned independent and dependent variables under study were examined. The analyses revealed significant demographic and behavioural findings between the independent variables that influence consumer adoption of electronic banking channels. The perceived privacy/security variable was found to be responsible for the highest frequency of branch visits by clients mainly due to the perception that electronic banking channels are not safe to use. The independent variable, perceived usefulness, was found to have the strongest positive correlation with the adoption of electronic banking channels. These results imply that in addition to the importance of addressing privacy and security concerns associated with electronic banking, banks need to focus on improving consumer usefulness and value perceptions in their electronic banking offerings.
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Ledwaba, Kgasago Stephen. "Customers' perceptions towards mobile banking using a technology acceptance model." 2013. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001178.
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CHEN, YAN-JHEN, and 陳彥蓁. "Difference Analysis between Bank Employees and Customers on Internet Banking." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/8e26q2.
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碩士大葉大學
企業管理學系碩士班
107
In Taiwan, due to the low cost of the Internet and the convenient sharing on information, the widespread usages of 3C products in the financial field have become increasingly mature and diversified. More and more people choose to complete banking through the tools and services provided by online banking. At the same time, since 2015, Taiwan's promotion of financial digitalization and simultaneously- opened 12 businesses items including online settlement and sales have been completed through the Internet. More online businesses will be opened in the future, and digital financial services have been rapidly replacing traditional counter services. This study uses the Technology Acceptance Model (TAM) as the theoretical framework and supplements with variables such as cognitive risk, security, privacy and trust, volunteer, subjective norms, and computer self-efficacy to analyze and study the differences of the users’ behaviors on online banking. A total of 435 valid questionnaires were collected from 500 questionnaires, and the effective recovery rate was 87%. The results show that there are no significant differences between bank employees and bank customers in the subjective norm and trust variable hypothesis, but there are significant differences in cognitive usefulness, cognitive usability, behavioral intention, volunteer, and computer self-efficacy. In addition, the research relies on the technology acceptance model as the theoretical framework. The purpose of bank staff and bank customers is to directly influence the cognitive behavioral usefulness and cognitive ease of use of online banking users' behavior intentions and actual usage behaviors.
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Tai, Yu Sheng, and 戴宇盛. "Investigate the Relationship of Banking Services, Corporate Image and Customer Satisfaction -The Case Study of Taishin Bank's Customers and Standard Chartered Bank's Customers." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/796n9z.
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碩士國立高雄應用科技大學
財富與稅務管理系碩士在職專班
103
This study is toinvestigateTaishin Bank and Standard Chartered Bank in wealth management service quality and corporate image to affect the relationship between customer satisfaction.From the customer's perspective angle, to find factors that can increase customer satisfaction, and improve business performance of customer relationship management, bank service management efficiency and the development of financial services employees in the direction and strategy to create the result of financial commissioner, customers, banks are to win. This study used questionnaires, the first part of the questionnaire for the bank's wealth management service quality survey.The second part of a banking enterprise image for dealings willingness survey.The third part is the bank customer satisfaction survey.The fourth part is the basic information on the respondent.A total of 330 questionnaires were issued, after finishing the recovery and remove invalid questionnaires, totally collecting of 305 valid questionnaires, the effective response rate was 93%, and then to perform data SPSS software package research and analysis.The results show that the bank wealth management service quality and corporate image have a significant positive impact on customer satisfaction. The quality of banking wealth management services, corporate image and customer satisfactionhave some significant differences on different demographic variables.