Academic literature on the topic 'ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION'
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Journal articles on the topic "ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION"
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Shanmugam, RM, and M. Chandran. "A relationship between service quality and customer satisfaction in e-banking services- a study with reference to commercial banks in Chennai City." International Journal of Professional Business Review 7, no. 3 (October 14, 2022): e0490. http://dx.doi.org/10.26668/businessreview/2022.v7i3.0490.
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Purpose: This paper's main aim is to validate the service quality dimensions offered by commercial banks in the study area and the relationship between service quality dimensions and customer satisfaction provided by commercial banks. Theoretical Framework: In India, three categories of commercial banks are the public sector, private sector, and foreign banks. These banks have heavy competition among themselves in maximising their customer base. Design/Methodology/Approach: The researcher collected 600 responses through convenience sampling. Applied exploratory factor analysis, confirmatory factor analysis, regression analysis and structural equation model to conclude that service quality of electronic banking service is not a unique phenomenon. Findings: E-Banking depends upon the five essential factors: reliability, safety and security, assurance, technological augmentation, and quickness since the electronic banking services offered by commercial banks are entirely based on the Internet process. Research, Practical & Social Implications: The study identifies the customer requirements and how commercial banks could satisfy such requirements with their banking strategies. Also, the study identifies whether any demographic difference exists among the customers of commercial banks in perceiving the quality of e-banking services.
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Boshkoska, Meri, and Kosta Sotiroski. "An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia." Croatian Review of Economic, Business and Social Statistics 4, no. 1 (June 1, 2018): 1–13. http://dx.doi.org/10.2478/crebss-2018-0001.
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Abstract Recent developments in the field of information and communication technologies (ICTs) have created new opportunities for enhancing both the operations and competitiveness within the banking sector. The application of contemporary ICT-based solutions has resulted in significant changes in the traditional banking business, through the involvement of brand new approaches in the process of distribution of banking products and services to customers. As a part of the services offered by any modern bank, e-banking has become a synonym for an efficient system aimed at delivering traditional banking services through electronic communications channels, available to anybody, anywhere and anytime. The goal of the paper is to perform an empirical analysis of the current situation regarding the level of customer usage and satisfaction with e-banking services in the Republic of Macedonia. The study will enable us to determine which variables affect the level of adoption and satisfaction with е-banking services. The study is fully based on the statistical data analysis of the responses gathered from a representative sample of e-banking customers.
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Jolovic, Nevena, Ivana Jolovic, and Stefan Zdravkovic. "Bank performance analysis and identification of key determinants of electronic banking customer satisfaction - balanced scorecard approach." Zbornik Matice srpske za drustvene nauke, no. 183 (2022): 459–76. http://dx.doi.org/10.2298/zmsdn2283459j.
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The issue of adequate measurement of the use of intangible assets and monitoring its impact on the financial performance of the organization in recent decades is bridged by a measurement-managerial model that unites financial and non-financial performance indicators - Balanced Scorecard (BSC). Since this paper focuses on banks as representatives of specific, modern financial organizations, the subject of research is to examine the possibility of applying this model in the analysis of banking performance. The aim of the research is to analyze, by using the qualitative methodology (review of existing papers in the literature), whether the BSC model is applicable for the analysis of banking performances; and then, by using the quantitative methodology, through connecting two perspectives of the same model (perspective of internal business processes and perspective of customers), to examine how the determinants of TAM model (perceived usefulness, ease of use) and determinants of SERVQUAL model (perceived security and privacy, responsibility) affect electronic banking customer satisfaction. The empirical research was conducted through the survey method on the territory of the Republic of Serbia at the end of 2020, and the sample included 324 respondents. Statistical software SPSS Statistics was used to process the collected data. Based on the literature review, it was found that the BSC model is applicable for the analysis of banking performances. The results of the empirical research have shown that perceived usefulness, perceived security and privacy, and responsibility have a positive statistically significant impact on the satisfaction of electronic banking users, while ease of use does not have a statistically significant impact on the satisfaction of mentioned users.
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Adawiyah, Rabiatul, and Jaka Nugraha. "Sentiment Analysis on Mobile Banking Application Using Naive Bayes Classifer and Association Methods." International Journal of Engineering & Technology 7, no. 4.15 (October 7, 2018): 244. http://dx.doi.org/10.14419/ijet.v7i4.15.22998.
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The internet has grown rapidly and become the needs of the community in doing activity in various fields. One of them is the financial sector or bank. Banks as one of the areas that are close to the community must be able to provide customer satisfaction in providing quality services. The implementation of electronic banking services (e-banking)-quality is one of the keys to the banks to gather customers’ funds. One of the e-banking services is the mobile banking is used exclusively in the cell phones to the efficiency of the customer in doing transaction. In order to view the customer response to the performance of the mobile banking facility, review to the client according to the application for six months was investigasted. The Data reviews was taken from the Google Play. The review was analyzed using Sentiment analysis which is the process for classifying opinions into the category of positive or negative signals. This classification is then analyzed by using text mining with the Association of the words. The result are an important and useful information for the company. The method used in this classification is Naïve Bayes Classifer (NBC). The level of accuracy using the NBC is 89.41%. The accuracy showed that the classification by the system has been good.
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Henry Matey, Akwetey, Wolali Ametepe, Isaac Asampana, and Lucas College. "Analysis of The Effects of Information System On Service Delivery At DVLA." International Journal of Engineering Technology and Sciences 4, no. 2 (December 29, 2017): 92–103. http://dx.doi.org/10.15282/ijets.8.2017.1.8.1083.
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An Information System (IS) offers various benefits in managing transactions between an organization and its customers. Lack of Information system purely oriented to customer satisfaction leads to long waiting lines by customers in service delivery. It will influence negatively on-expected revenue and profit to various establishments in the long term. With recent trends in specific IS applications, expectations are that if waiting lines are not eliminated, perhaps may be reduce drastically in service delivery. Several steps were taken in putting measures in place by expanding facilities, providing timely and periodic maintenance, yet waiting lines are observed in places like; Bank Automated Teller Machine(ATM) (as an extended banking services), Electricity Company pay points, Clinics and Hospitals etc. These reviews seek to focus on Driver and Vehicle Licensing Authority (DVLA) in Ghana since long waiting line is much associated with their service delivery. Using Convenience sampling technique, questionnaires were administered in eliciting data from staff and clients of DVLA. Final data was analyzed using Statistical Package for Social Science (SPSS); with the support of Microsoft Excel 2010 in depicting the results in frequency tables, percentages, charts etc. The trends in the results show evidently that even though Information Systems was used in the services delivery process; there are prevailing waiting lines, which were observed. It was also established that services delivery processes are not electronic at DVLA, resulting in the formation of the longer waiting lines.
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Weshah, Sulaiman R. "The Impact of Enterprise Resources Planning (ERP) Systems on Internal Auditors’Operational Performance (Case study in Jordanian Banks)." Journal of Social Sciences (COES&RJ-JSS) 9, no. 2 (April 1, 2020): 469. http://dx.doi.org/10.25255/jss.2020.9.2.469.481.
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(ERP) systems are spreading widely inside banks environments for many reasons such as develop making decisions process, customer satisfaction and Competitions. This study was to identify the impact of (ERP)systems’ dimensions representedby (performance management, task characteristics, technology characteristics and individual characteristics) on internal auditor’ so perational performance dimensions represented by (Standardization, Quality, Deliverables). A virtual model was developed to reflect the relationship between the variables and hypothesis of the study. (215) questionnaire distributed with response of (86.5%). Then by using descriptive and statistical methods based on the statistical package of the social sciences SPSS the study revealed a number of results, the most prominent of which were: The level of(ERP) systems implementation was high inside banking environment and there is a significant impact of the (ERP) systems on operational performance of internal auditors in Jordanian banks. The study found that there were differences in the level of operational performance related to internal auditors’ experiences that correspond to the work field. These results were presented a set of recommendations, the most important is to provide the internal auditors in Jordanian banks with sufficient training to deal with new electronical environment so that they can face challenges and support their operational performance.
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Brun, Isabelle, Lova Rajaobelina, and Line Ricard. "Online relationship quality: scale development and initial testing." International Journal of Bank Marketing 32, no. 1 (January 28, 2014): 5–27. http://dx.doi.org/10.1108/ijbm-02-2013-0022.
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Purpose – The purpose of this paper is to propose a reliable and valid integrative scale for online relationship quality based on both the relationship marketing and electronic commerce literature. Design/methodology/approach – The scale was developed using the approach put forward by Churchill (1979). The scale development and validation process includes a qualitative exploratory phase, three pre-tests and a final study using an online questionnaire (476 members of a consumer panel). Findings – The findings support a third-order integrative model of online relationship quality composed of three dimensions (trust, commitment and satisfaction). The final scale is composed of 21 items. Research limitations/implications – The study shows a lack of discrimination between satisfaction and trust, which other studies have also found. As the scale is validated in only one sector, online banking, it should be tested and replicated in other contexts (e.g. insurance). Practical implications – An instrument for assessing the quality of online relationships between banks and consumers is important for marketing professionals who want to determine their relational positioning and focus on those dimensions that promote long-term online relationships. The scale developed here can be used to assess customers’ perceptions of the quality of the relationship with an online financial institution, to segment those customers more effectively, and to improve targeting of marketing strategies and activities. Originality/value – This study contributes to the enrichment of the body of theory and provides researchers with a tool for the further investigation of the quality of online relationships.
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Prokofieva, E. "Current aspects of managing the bank’s cash liquidity in terms of minimizing cash circulation." Transbaikal State University Journal 27, no. 2 (2021): 133–38. http://dx.doi.org/10.21209/2227-9245-2021-27-2-133-139.
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The article is devoted to the problem of the banks’ participation in improving the efficiency of the organization of cash circulation, which does not lose its relevance in the modern economy. In the current situation, despite the growth in the volume and share of non-cash payments, the demand for cash is characterized by stability. The article focuses on the features, advantages and disadvantages of the reducing cash circulation process. It is noted that the primary impact on cash circulation is made by settlements made by individuals. In this regard, the study focuses on the fundamental changes in this direction that are taking place in the banking sector. This is, first of all, the reduction of cash withdrawals from plastic cards and the growth of non-cash payments with their use, the lack of growth of the card market; increase in electronic terminals and reduce the number of ATMs installed. At the same time, it is emphasized that one of the main areas that determine both the liquidity and profitability of the bank is the regulation of cash balances. With the number of banks operating in the economy shrinking, the struggle for customers is becoming more acute. The satisfaction of the latter with the quality of the bank’s services, including in terms of settlement liquidity, should be considered as one of the primary factors that ensure the effectiveness of a significant number of banking operations. In this context, special attention is paid to the specifics of the bank’s actions to optimize cash flows, which requires the use of specialized automatic systems that allow processing data on cash balances and turnover to form forecasts that optimize the collection schedule and reduce ATM downtime due to lack of funds
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Solanki, Urvashi. "Impact of Electronic Banking on Customer Satisfaction." International Journal of Trend in Scientific Research and Development Volume-2, Issue-5 (August 31, 2018): 978–82. http://dx.doi.org/10.31142/ijtsrd17012.
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Monteiro, Shameen Sucurine, and Byju John. "CORRELATION BETWEEN ELECTRONIC BANKING AND CUSTOMER SATISFACTION." International Journal of Multidisciplinary Research & Reviews 1, no. 1 (April 10, 2022): 14–20. http://dx.doi.org/10.56815/ijmrr.v1.i1.2022/14-20.
Full textDissertations / Theses on the topic "ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION"
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Abdulfattah, Fatthwia. "The effect of electronic customer relationship on customer satisfaction : a study in web banking in Saudi Arabia." Thesis, University of Huddersfield, 2012. http://eprints.hud.ac.uk/id/eprint/18098/.
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E-CRM emerges from the Internet and web technology to facilitate the implementation of CRM; it focuses on Internet or web-based interaction between banks and their customers. In particular, E-CRM enables banks to provide appropriate service and products to satisfy the customer and enhance customer loyalty, Furthermore, E-CRM features are vital for managing customer relationships online. They are generally referred to as concrete website functionality or tools and they are required for customizing, personalizing and interacting with the customer. Without E-CRM features, CRM could not be realized on the Internet. In fact, in the literature, there appears to be an absence of theoretical model for effects of E CRM features on customer satisfaction in general, and E-CRM features affect service quality, which in turn leads to customer satisfaction in particular. Consequently, this research attempts to fill the information gap. The aim of this thesis was to examine the effect of various E-CRM features at the different stages of transaction cycle (pre-transaction, during-transaction, and post-transaction) on customer satisfaction on banks websites in Saudi Arabia. Six basic hypotheses were tested, as parts of a theoretical model of these E-CRM features against seven service quality dimensions selected from the SERVQUAL instrument and discussed in detail in Chapter (3). Data was collected through a questionnaire which was administered in the Western Region (Jeddah) of Saudi Arabia in April/May 2010. The empirical analysis was carried out using a structural equation model. The results form of this research indicate that the use of E-CRM in building customer relationships effects online customer satisfaction and service quality. The efficiency of E-CRM program determine the level of which online features, such as site customization, membership, site information, privacy, security, product or service customization, alternative payment and frequently asked questions would be implemented on banks’ websites. This research contributes to knowledge in several ways. Most importantly, it illustrates the roles of E-CRM features in enhancing service quality and customer satisfaction at different stage of transaction cycle. In particular, this research highlight the critical dimensions of service quality, which managers in the banking sector should invest in their customer satisfaction strategies.
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Al-Chalabi, Mustafa, and Lawand Bahram. "The Digital Transformation of the Swedish Banking Industry : A study on the digitalisation of Swedish banks and how it affects their perspective on customer experience." Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-360164.
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The Swedish banking industry has long been at the forefront when it comes to digital leadership. Currently, this industry is starting to fall behind other industries, and a closer look at the industry reveals that niche banks are having less trouble with adapting new technologies than bigger banks. There are a lot of studies on specific digitalisation areas within banking but nothing comprehensive about the strategies required for digital transformation within the banking industry. As the research area is new, there is little previous research on digital transformation by today’s standards. Therefore, the centralquestion in this thesis is “What do respondents in the Swedish banking industry think that the most important factors of digitalisation for customer experience are and what the consequences of digitalisation might be?” to find out what affects the digital strategies of a sample of Swedish banks. To answer the research question, semi-structured interviews with relevant profiles in the banking industry dealing with digitalisation and strategy at a management level were conducted. The interviews were conducted with five respondents from four different banks. In combination of this research method, the research strategy Case Study was implemented. The results revealed that digitalisation is in high focus amongst all the responding banks, for various reasons. The reasons can be seen as roughly divided into two categories, internal reasons and external reasons. The internal reasons have to do with streamlining current internal processes and creating more available resources for other projects. The external reasons were all towards improving customer experience. To improve customer experience, personalisation of the digital products and services is a key factor. However, personalisation is not without risk, as it may fail to be personalised enough for the banks’ customers if the personalisation is attempted towards a too wide customer segment. Some of the banks are operating 100% digitally, meaning that they do not have any physical bank offices for customers to visit, and thus all their work then becomes in one way or another digital work. The banking and finance industry is continually changing, and legal factors play a significant role. Not only do these legal factors affect how banks work internally, they also affect the competitiveness of the various actors and with it, how much digitalisation can affect. The thesis concludes that digital transformation is heavily influencing the strategies of banks in the Swedish banking industry through customer needs, competition and legal factors.Den svenska banksektorn har länge varit i framkant när det kommer till digitala ledarskap. Dock, så har denna sektor för närvarande börjat halka efter andra branscher, och en närmare titt på branschen visar att nischbanker har mindre utmaningar när det kommer till att anpassa efter ny teknologi än större banker. Det finns många studier om särskilda digitaliseringsområden inom banksektorn men inget omfattande om de strategier som krävs för digital transformation inom banksektorn. Eftersom att forskningsområdet är nytt, så finns det mindre tidigare forskning på digital transformation i dagens benämning. Därför är den centrala frågan i denna avhandling “Vad anser respondenter i den svenska banksektorn att deviktigaste faktorerna för digitalisering för kundupplevelse är och vilka konsekvenserna avdigitalisering kan vara?” för att ta reda på vad som påverkar digitala strategier hos ett urval av svenska banker. För att besvara forskningsfrågan, genomfördes semistrukturerade intervjuer med relevanta profiler inom banksektorn som arbetar med digitalisering och strategi på en ledningsnivå. Intervjuerna var utförda med fem respondenter från fyra olika banker. I kombination med denna forskningsmetod, implementerades forskningsstrategin Fallstudie. Resultaten visade att digitalisering är i fokus bland de responderande bankerna, av olika skäl. Skälen kan ses som grovt indelat i två kategorier, interna skäl och externa skäl. De interna skälen har att göra med att effektivisera nuvarande interna processer och skapa mer tillgängliga resurser för andra projekt. De externa skälen var alla mot kunden, för att i ett eller annat sätt förbättra kundupplevelsen. För att förbättra kundupplevelsen så ligger fokus på personalisering av de digitala produkterna och tjänsterna. Dock har personalisering sina risker. Det kan misslyckas om organisationen försöker personalisera mot en större kundgrupp och därmed inte nå upp den nivå av personalisering som krävs av de olika kundsegmenten. Vissa banker bedrivs 100% digitalt, vilket innebär att de inte har några fysiska bankkontor för kunder att besöka, och därmed är deras arbete på ett sätt eller ett annat sätt digitalt arbete. Bank och finansbranschen förändras ständigt, och juridiska faktorer spelar en betydande roll i denna kontinuerliga förändring. Inte nog med att de juridiska faktorerna påverkar hur banker fungerar internt, så påverkar de även konkurrenskraften hos de olika aktörerna och med det, hur mycket digitaliseringen kan påverka. Studiens slutsats är att digital transformation påverkar kraftigt strategierna hos banker i Sverige genom kundbehov, konkurrens och juridiska faktorer.
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Hjärne, Sara, Mathilda Perem, and Ewelina Wallin. "Hur fungerar egentligen köpbeslutsprocessen inom e-handel? : En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-34484.
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Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet. Institution: School of Economics, Linnaeus University, Växjö. Course code: 2FE16E. Titel: Hur fungerar egentligen köpbeslutsprocessen inom e-handel?- En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet. Institution: Ekonomihögskolan, Linnéuniversitetet, Växjö. Kurskod: 2FE16E. Författare: Sara Hjärne, Mathilda Perem, Ewelina Wallin.
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Appalsamy, Benjamin. "An investigation into the strategic challenges facing digital banking channels in South Africa, a customer centric approach." Thesis, 2012. http://hdl.handle.net/10500/6254.
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Electronic banking (hereafter referred to as digital banking), has not been fully embraced by local South Africans, in comparison to larger more established banking industries of the world. Despite the research literature available on e-commerce, much is still unknown about digital banking drivers in developing countries such as South Africa. In particular how clients feel about this form of banking and what the strategic challenges that require resolution for local consumers and banks to both benefit from this symbiotic relationship.
Arguably, digital channels are the future of banking globally as the autocatalytic nature of the internet and mobile devices continue to fuel digital transformation. In order for local banks to leverage this area of technological evolution, customer perceptions about this service platform, particularly the areas that were targeted for this investigation need to be prudently considered from a customer perspective for future corrective measures that need to be undertaken and ultimately solve for customer satisfaction.
Many South Africans have been early adopters of digital banking services, however many are still wary of this form of banking. A “magic pill” for implementation was not sought after, but rather a learning approach to embrace the opinions and perceptions of consumers.
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Redda, Ephrem Habtemichael. "Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda." Thesis, 2015. http://hdl.handle.net/10394/16547.
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The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty.
To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method).
Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of
demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty.
Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector.
Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions.
In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile
for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks.PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.
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Wu, Kuen-Shian, and 巫坤憲. "A study of relationship between strategic marketing planning of electronic banking and customer satisfaction toward service quality." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/90525407191278775832.
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碩士淡江大學
管理科學研究所
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Since deregulation and changing environments in both the domestic and foreign financial markets, the competitive situations have turned out to be more and more intense among local banks in Taiwan. In order to adapt to this situation and enhance competitive strengths, improving service quality has unanimously become the most important factor for banks in achieving their goals. Hence the Electronic Banking that combines the information technologies with daily business will be a modern tool to improve the service quality of banks. The purpose of this study is to explore how the concept of strategic marketing can be used to promoting and planning Electronic Banking Systems. Results of the study could help banks provide appropriate financial services and suggest a way to better the Electronic Banking business in the future. Three banks are included in this study. The conclusions of this study are as follows:1. The extent to which banks employed strategic marketing planning systems has significant impact on how often customers using the system. 2. The extent to which banks employed strategic marketing planning systems has significant impact on customers'' perceived service quality.3. How often customers using the electronic banking system is positively related with increasing customer satisfactions.
Books on the topic "ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION"
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Sharif, Shamshuritawati. Quantitative methods & their application in multidisciplinary area. UUM Press, 2016. http://dx.doi.org/10.32890/9789670876504.
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This book is a guide for researchers who are involved in statistical and decision science analyses.Both analyses are explained in detail with samples of real applications in daily life to assist readers to appreciate theoretical and mathematical formulations. It covers a wide variety of applications, including economic issues, i.e., stock markets, quality control in the garment industry, customer satisfaction in the banking industry, experimental design in electronic firms, performance of university web portals, daily fat intake, the optimization of shrimp catching activities, meal planning for nurseries and as well as fairness model in economic games.Understanding these analyses can assist researchers to prepare research reports and manuscripts more efficiently.
Book chapters on the topic "ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION"
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Doe, Joshua Kofi, and George Kofi Asamoah. "CRM as Antecedent of Electronic Retailing and Online Customer Satisfaction." In Building a Brand Image Through Electronic Customer Relationship Management, 169–200. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-6684-5386-5.ch008.
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As location-based banking continues to give way for online banking globally, this chapter examines whether e-tailing practices yield customer satisfaction. The chapter also examines how CRM influences e-tailing and whether e-tailing can serve as a medium through which CRM yields customer satisfaction. Data, conveniently collected from 681 bank customers, were used for this study and analysed with PLS-SEM. The study found that CRM practices lead to better customer retail buying experiences for banks. E-tailing, mostly perceived by customers as an innovation in the service delivery process of banks, improved the image perceptions of banks. The study suggests that as part of a digital channel configuration, banks must build customer relationship marketing technologies as a backbone.
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Markellou, Penelope, Maria Rigou, and Spiros Sirmakessis. "An Online Consumer Purchase Decision Cycle." In Advances in Electronic Marketing, 287–99. IGI Global, 2005. http://dx.doi.org/10.4018/978-1-59140-321-0.ch016.
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This chapter presents the overall consumer purchase decision cycle and investigates the issues that affect Web users from e-shop selection to product delivery and final assessment of the shopping experience. This process has been divided into three successive stages: outside the e-shop, inside the e-shop, and after sales. Each stage is analyzed on the basis of customer states and transition conditions, while special focus is set on abandonment factors. The chapter aims to provide a thorough insight to e-shop features that ensure customer satisfaction and those that may result in further enhancement of online shopping. The ultimate objective is to provide guidelines for designing successful e-shops and clarify success and failure factors.
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Choudhury, Koushiki. "Service Quality and WOM (Word-of-Mouth)." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, 153–77. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch010.
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The Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers’ selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications.
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Dinçer, Hasan, Serhat Yüksel, and Fatih Pınarbaşı. "Kano-Based Measurement of Customer Expectations in Retail Service Industry Using IT2 DEMATEL-QUALIFLEX." In Handbook of Research on Positive Organizational Behavior for Improved Workplace Performance, 349–70. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0058-3.ch020.
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This study aims to analyze customer expectations in European retail banking industry. For this purpose, five different criteria are identified. Furthermore, IT2 FDEMATEL approach is used to weight these criteria. In addition, three different factors are also defined which have a negative influence on customer satisfaction. In this context, IT2 FQUALIFLEX approach is used to rank these three alternatives. In this process, Kano model-based evaluation factors are converted into the fuzzy numbers. The findings show that the most important problem to be solved to ensure customer expectations and satisfaction is the communication problems. Therefore, European retail banks should firstly focus on solving this problem to meet customer expectations and provide customer satisfaction. These banks should employ the necessary number of personnel to provide services in different channels, such as social media, mobile banking, telebanking. Moreover, these personnel should also be trained effectively to increase the quality of communication.
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Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future." In E-Government Services Design, Adoption, and Evaluation, 238–58. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2458-0.ch014.
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This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.
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Saifi, Maysam. "A Conceptual Framework Illustrating the Effects of E-CRM on Customer Loyalty." In Advances in Electronic Government, Digital Divide, and Regional Development, 123–34. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7086-8.ch007.
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Customer relationship management (CRM) is recognized as a business strategy to identify the most profitable customers in the banking industry and to devote time and attention to gain their loyalty. The purpose of this chapter is to propose a conceptual framework representing sub-factors of electronic customer relationship management (e-CRM) and customer loyalty as a base model to examine the effect of e-CRM on customer loyalty. E-CRM is a well-structured and systematized process of CRM that automatizes processes of marketing, sales, and customer service. This study helps us to have a better understanding of the role of e-CRM in customer loyalty in Tejarat Bank. The main focus is on e-CRM including factors such as e-banking, customer support, security, and additional services.
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Kayikci, Yasanur. "Value Creation in Electronic Supply Chains by Adoption of a Vendor Managed Inventory System." In Advancements and Innovations in Wireless Communications and Network Technologies, 229–40. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2154-1.ch017.
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Many strategies have been developed to manage supply chain operations effectively. Vendor Managed Inventory (VMI) system is one of the prevalent strategic tools of the supply side logistics based on the electronic data exchange and business process automation among the suppliers and customers to enhance the competitive advantage. VMI is widely used in different industries including automotive sector. The VMI concept is a continuous replenishment program where suppliers are given access to demand and inventory level of customers and they are fully responsible for managing and replenishing the customer’s stock. VMI’s extension on customer satisfaction cannot be perceived sufficiently by decision-makers who are responsible to develop and invest in the customer-supplier relationship. This paper presents a path model using the method of Partial Least Squares (PLS) regression to give insight to decision-makers to understand effect of the VMI adoption on customer satisfaction. This paper investigates both determinants of relative factors of successful VMI adoption and the relationship in the supply chain with an empirical automotive industry case. The results show that the collaboration and coordination between customer and supplier and infrastructure of the information-sharing are the important dimensions to add value to the supply chain and to enhance customer satisfaction.
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Dinçer, Hasan, Serhat Yüksel, Zehra Nur Canbolat, and Fatih Pınarbaşı. "Data Mining-Based Evaluating the Customer Satisfaction for the Mobile Applications." In Tools and Techniques for Implementing International E-Trading Tactics for Competitive Advantage, 320–39. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0035-4.ch015.
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The aim of this study is to evaluate the customer satisfaction for mobile applications in the Turkish banking industry. For this purpose, the last 500 customer comments of 24 different Turkish deposit banks' mobile applications are analyzed with data mining approach. In this process, the most frequent one keyword, two keywords and three keywords are identified, and the most important dimensions are classified into four different categories. Secondly, IT2 fuzzy DEMATEL methodology is considered to weight these dimensions. The findings show that operational and usability are the most important dimensions regarding the customer satisfaction in mobile applications. This situation explains that customers give importance to the quality and variability of the services given by the mobile applications. Hence, it is recommended that different services, such as credit card payment and money transferring should be provided in these applications by the banks. Another important point is that these applications should be designed effectively so that the customer can easily make their operations.
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Dwivedi, Sunita, and Bharti Wadhwa. "Effect of Mediating Factors on Customer Defection with Special Reference to Banking Industry in India." In Advances in Marketing, Customer Relationship Management, and E-Services, 138–53. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0143-5.ch008.
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People who were practicing Marketing exercise's and Academicians thinks that “4 Ps” marketing framework – product, price, place and promotion adds less value to their interest or business where ongoing relationship is critical. In a process of finding a way to overcome these marketers has evolved a concept of Relationship Marketing which talks about understanding customer segments, delivering ongoing quality service, and achieving high customer satisfaction. Relationship marketing was about “putting the customer in the middle of the business circle,” in the words of Dick Lee, principal of St. Paul-based Hi-Yield Marketing. Customer Relationship management is the strongest and the most efficient method of maintaining and creating customers. The challenges for marketers doesn't stops here, as market matured from national to international to global, customer retention and acquisition become more crucial and challenging for them. Multiple options broaden the path for consumer to get access over many products and services, creating a high probability of defection. Now they have new challenge to face that is “Defection”. They are trying hard to understand what they are supposed to do so as to increase customer retention and decrease customer defection. This paper tries to understand the mediating effect of sources on customer defection (Objective knowledge versus Subjective Knowledge) and its important act on consumers repurchase behavior.
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Tekin Turhan, Gokce. "The Impact of Digital Transformation on Personnel Number in the Banking Sector." In Advances in Wireless Technologies and Telecommunication, 171–80. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-6620-9.ch011.
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Digital transformation affects the banking sector as it does every sector and enables significant innovations and changes in the banking and finance market. In this sense, it aims to ensure that banking transactions can be carried out quickly, securely, and at less cost, and to achieve the highest level of satisfaction in customer service. New solutions should continue to be developed to enable customers to benefit from digital banking products in the fastest way possible. There are also negative effects of digitalization. When evaluated within the framework of the banking sector, the increasing number of digital services and the number of customers using these services may lead to a decrease in the number of bank personnel. In the study, quantile regression was applied for the period of 2010.Q1-2020.Q4. This study examines the changes that may occur in the number of personnel as a result of the digitalization process in the banking sector and determines the decreasing effect of digitalization on the number of personnel.
Conference papers on the topic "ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION"
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Putri, Della I. S., Heny Hendrayati, and Ratih Hurriyati. "The Influence of Electronic Service Quality (M-BANKING) on Customer Satisfaction." In 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021). Paris, France: Atlantis Press, 2022. http://dx.doi.org/10.2991/aebmr.k.220701.065.
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Ligiarta, Mahardhian Anjar, and Yova Ruldeviyani. "Customer Satisfaction Analysis of Mobile Banking Application Based on Twitter Data." In 2022 2nd International Conference on Electronic and Electrical Engineering and Intelligent System (ICE3IS). IEEE, 2022. http://dx.doi.org/10.1109/ice3is56585.2022.10010221.
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Birgün, Semra, and Sudi Apak. "Improvement of the Corporate Loan Process in the Turkish Banking Sector: A Model." In International Conference on Eurasian Economies. Eurasian Economists Association, 2016. http://dx.doi.org/10.36880/c07.01508.
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The aim of the present study is to develop a model for the integration of lean thinking into the corporate loan process with a special focus on the utilization of the value stream mapping technique. In line with this aim the study proposes a three-legged model specifically for the corporate loan processes of banks in Turkey as a developing country pursuing to integrate into the global financial world. The three dimensions included in the model are operational dimension, staff dimension and customer experience dimension. The study argues that by applying the proposed model based on the lean six sigma approach, banks can achieve and sustain a high level of improvement that would increase speed, value creation, cost-efficiency, profitability and customer satisfaction and reduce waste, processing time and effort, duplication and prolonging of transactions, redundancies, risks and errors in the whole corporate loan process.
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Fırat, Emine. "Structural Changes in the Banking Sector in Turkey after 2001 Crisis: A Comparasion between before 2001 and after 2001." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00715.
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Globalization movements around the word caused countries to be faced with crisises successive. The financial sector has seen major losses from economic crises. Developments in the aftermath of the economic crisis has led to some changes especially in the banking sector, furthermore leading to the growth of the financial sector. In recent years, after the international economic, financial, technological and social developments, activities of banks have increased. Banks, in line with improving economic conditions and changing customer demands have been restructured in order to provide the best service to customers. First, banks increased product, service, quality, variety, technological advances, demand for advertising expenditures, customer satisfaction and efforts on risk management. After 1980, the Turkish banking sector entered a rapid change period in technology, by taking advantage of the facilities to be brought. However, when crises in November 2000 and February 2001 have been added to the previous problems in the banking system, sector has become more fragile. After the 2001 crisis the banking sector has entered the configuration process. The aim of this study is to investigate in detail the process of rapid change after the 2001 crisis, by comparing with the pre-crisis and after the crisis of Turkish banking sector in 2001. In this study, banks in the market will be examined within the framework of a lot of different topics. The changing face of the banking sector after the 2001 crisis in Turkey will form the basis of the study.
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Urbaitytė, Viktorija, and Aurelija Ulbinaitė. "Framework for evaluating the relationship between the omnichannel online sales approach and performance outcome in the case of niche products." In 11th International Scientific Conference „Business and Management 2020“. VGTU Technika, 2020. http://dx.doi.org/10.3846/bm.2020.563.
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Transformation from electronic commerce business model to social commerce business model empowered manufacturers of niche products to start retail businesses which are operating solely online. The selection of an online sales approach is a part of the online sales process which determines how end customers will be reached. Moreover, the online sales approach determines performance outcome, hence, this selection should be done after meticulous evaluation. This research, after a systematic comparative analysis of the academic literature, explores the omnichannel online sales approach and its relationship with performance outcome in the case of niche products and proposes a theoretical framework for the evaluation of this relationship. The theoretical framework includes financial and qualitative (customer satisfaction and customer loyalty) criteria which allow to evaluate performance outcome created by the omnichannel online sales approach in a holistic way. The performance outcome evaluation results can be used in the decision-making process when deciding whether the chosen omnichannel online sales approach meets the expectations of a business and its customers.