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Kashif, Abdul Rauf, i Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad". Revista Gestão Inovação e Tecnologias 11, nr 4 (19.08.2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.
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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Alhazemi, Abdulrahm A. "Impact of Employee Competence and Behaviour on Banking Customer Trust: Empirical Study in Saudi Arabia". Archives of Business Research 11, nr 8 (8.08.2023): 71–81. http://dx.doi.org/10.14738/abr.118.15049.
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The main purpose of the study was to find out the impact of employee competence and employee behaviour on banking customers’ attitude towards banking and trust in the banking system. 300 responses were collected from banking customers by administering structured questionnaire developed for the purpose and translated into arabic language. The results of the study showed that employee competence positive relationship with employee behaviour, and customer attitudes, however it has no significant relationship with the banking customer trust. Employee behaviour has statistically significant relationship with attitude and trust. Customer’s attitude influence trust of the banking customer. The study makes significant contribution to the literature. The findings of the study are important for the banks to improve and enhance banking customer’s attitudes and trust through employee competence and behaviour.
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Thamilselvan, R., i J. Kumar. "Performance Evaluation of Customer service in selected Indian commercial banks". Restaurant Business 118, nr 3 (22.03.2019): 123–36. http://dx.doi.org/10.26643/rb.v118i3.7636.
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The banking industry like many financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges. Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.
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D, Suhas, i H. N. Ramesh. "Customers’ eyeshot on Information Technology services in the Banking Industry – A Synoptic View". Restaurant Business 118, nr 10 (11.10.2019): 557–62. http://dx.doi.org/10.26643/rb.v118i10.9574.
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Globalization has made banks to use Information Technology in offering banking services to customers, and which made customers in creating high expectations in banking services through electronic mode. Electronic banking services are now considered a new delivery channel for banks in India and which made customers access banking services easily and quickly. The transformation of traditional banking to modern banking is started by using Automatic Teller Machines, Bill Payments, E-Fund Transfer and so on. This made customers easy to do banking activitieseven in their homes and offices at any time. The success of E-banking is largely depended on banker’s commitment and participation of the functioning at all stages and customer acceptance. In this view, the present work has made an attempt to study the customer’s perception of electronic banking services. The survey was conducted to 70 customers of nationalized banks in India. The data has been analyzed using percentages and chi-square tests to ascertain the results of the study.
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Hassan, M. Taimoor, Bilal Ahmed, Saleem Ahmed, Umair Habib, Saim Riaz, Nadeem Maqbool i Abia Anwar. "Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region". International Journal of Learning and Development 2, nr 2 (4.04.2012): 101. http://dx.doi.org/10.5296/ijld.v2i2.1593.
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Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region.Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty.Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only. The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking.Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services.Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking.Key words: Customers loyalty, Islamic banking.
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Korosando, Fransiskus, i Ludvina Fince. "Pengaruh Sosialisasi Layanan Mobile Banking dan Persepsi Nasabah Terhadap Kepercayaan Nasabah Bank NTT Cabang Ende". Prima Magistra: Jurnal Ilmiah Kependidikan 1, nr 1 (15.05.2020): 93–101. http://dx.doi.org/10.37478/jpm.v1i1.355.
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The purpose of this study is to describe (1) the effect of the socialization of the Mobile banking service (m-banking) on the trust of Bank NTT Customers in the Ende Branch; (2) the effect of customer perceptions on the trust of NTT Bank Ende Branch Customers; (3) the effect of the socialization of the Mobile banking service (m-banking) and the customer's perception of the trust of the Customers of the NTT Bank Ende Branch. This research is a quantitative study with primary data obtained using a questionnaire technique. Bank NTT Ende Branch customers of the Ende Regency Government ASN profession category as the study population. The research sample uses a simple random sampling technique with accidental sampling approach. The results of the partial test analysis (t test) the effect of sosilaisasi m-banking services on trust shows sig. > 0.05. Partial test (t test) the effect of customer perception on the trust of customers of the Ende Bank NTT branch shows sig. > 0.05. Simultaneous test (f test) of M-banking service socialization, customers' perceptions of the trust of Bank NTT customers in the Ende Branch showed sig> 0.05. The results of the analysis concluded the service socialization variable, and customer perceptions did not significantly influence trust. Thus the hypothesis proposed "not accepted".
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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid i Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)". Journal of Management Info 3, nr 1 (1.03.2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.
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The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.
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Christian, Ojiaku, Obinna, Chidirim, Blessing Ngozi, Peter Abude i Aghara N. O. Vincent. "Mobile Banking Service Quality and Customer Retention among Commercial Banks’ Customers: An Empirical Evidence from Southeast Nigeria". Asian Journal of Economics, Business and Accounting 23, nr 14 (26.05.2023): 45–56. http://dx.doi.org/10.9734/ajeba/2023/v23i141004.
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In the era of a cashless economy, customers now emphasize banking services that are convenient, reliable and responsive. Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders. This research is aimed at investigating the effect of mobile banking service quality on customer retention among commercial banks customers in Southeast, Nigeria. The study examined the effect of reliability, responsiveness, information quality, privacy issues and system quality on customer retention. The study used an explanatory research design method using quantitative approach. The sample, consisting of 400 respondents was drawn from a cross-section of commercial banks customers with mobile banking access in Southeast Nigeria. From the 400 copies of questionnaire distributed 395 were returned valid and useful for the final analysis study used Pearson’s Correlation Coefficient to measure the relationship between mobile banking service quality and customer retention. Then regression analysis was used to estimate the cause-and-effect relationship between the variables of the mobile banking service quality and customer retention. The result showed that a positive effect for responsiveness, systems quality, and information quality on customer retention while privacy and reliability of mobile banking service quality was not significant. Among all, responsiveness, system quality and information quality have a significant effect on customer retention while reliability and privacy issues do not affect customer retention in mobile services. Therefore, to increase customer retention, the bank management should implement programs that support awareness creation, customer satisfaction, brand image and reputation by continuously assessing the service quality and delivery of mobile banking services provided to their customers, and also provide an adequate set of security components of mobile banking that protects customer’s bank details from fraud.
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Selvanathan, Mahiswaran, Rubana Vighnesvaran, Voon Ying Teng i Faria Rabbi. "Internet Banking Challenges Among Customers in Selangor, Malaysia". International Journal of Human Resource Studies 6, nr 3 (3.10.2016): 110. http://dx.doi.org/10.5296/ijhrs.v6i3.9727.
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Internet banking has been established a long time ago. All financial institutions particularly in Malaysia have developed secured online banking portals in line with the current trend of the industry. However, customer’s acceptance towards internet banking is still a widely debatable issue. This study aims to investigate if factors such as security, price, perceived ease of use and customer resistance to change influences customers adoption of internet banking services. Questionnaire survey approach for data collection was adopted in this study. The responses of 120 respondents who visited bank branches in Kota Damansara area were collected using convenience sampling method. The results of this study showed that hypotheses pertaining to security, price and perceived ease of use were supported but customer resistance to change was not supported. As compared to other factors, perceived ease of use is the strongest factor that influences the adoption of internet banking services, followed by price, customer resistance to change and security. The result also revealed that young adults are more likely to adopt internet banking. There are several limitations in this study that needs to be considered. First, the scope of this study was limited to the banking outlets in a particular area, which was Kota Damansara, Selangor and not Malaysia as a whole. Second, the outcome that was obtained from the questionnaires may not be accurate because some respondents did not answer the questionnaire seriously. Furthermore, this study only involved a small number of respondents due to time constrain and the study only included the adopters of internet banking services and excluded the non-adopters. Last but not least, the factors chosen for this research may not cover all possible factors that influences customer’s adoption of internet banking services. The findings presented in this research can be of assistance to customers especially those non-adopters of internet banking by providing them a deeper understanding of internet banking services and it would also help banks to identify the customer’s perception and the level of customer’s satisfaction towards internet banking services.
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Minh Sang, Nguyen. "Corporate social responsibility, electronic word-of-mouth and customer loyalty in Vietnam’s banking sector". Banks and Bank Systems 17, nr 3 (18.08.2022): 38–48. http://dx.doi.org/10.21511/bbs.17(3).2022.04.
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This research explored and examined the link between electronic word-of-mouth, corporate social responsibility, and loyalty of 282 customers using banking services in Vietnam (PLS-SEM) through the Partial Least Squares Structural Equation Modeling. The data were gathered using convenience sampling, with a sample of 282 customers who used banking services in Vietnam and interacted with the bank through social media. The survey is intended to include 16 questions separated into two parts: the first part contains 5 demographic questions, and the second part contains 11 questions divided into three sets of factors: corporate social responsibility, electronic word-of-mouth, and loyalty. The survey was emailed to customers using banking services and interacting with banks via social media in Vietnam. According to the findings of the empirical study, there is a direct and indirect link between corporate social responsibility, electronic word-of-mouth, and customer loyalty in Vietnam’s banking sector. The results of empirical research in Vietnam’s banking industry indicate that corporate social responsibility has direct and positive impact on customer loyalty; corporate social responsibility has a direct and positive impact on customer’s word-of-mouth; electronic word-of-mouth has a direct and positive impact on customer loyalty; and finally, corporate social responsibility has an indirect impact on customer loyalty through customer’s electronic word-of-mouth. AcknowledgmentThe author would like to thank all the customers who completed the survey. The author would like to thank all parties and the Banking University of Ho Chi Minh City for their excellent support and assistance in completing this research.
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Zainuddin, Anizah, i Shereen Noranee. "Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences". ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 3, nr 1 (30.06.2017): 9. http://dx.doi.org/10.24191/abrij.v3i1.10033.
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This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.
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Medberg, Gustav, i Kristina Heinonen. "Invisible value formation: a netnography in retail banking". International Journal of Bank Marketing 32, nr 6 (26.08.2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.
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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities were collected and analysed. Findings – The study uncovered four factors of invisible bank service value experienced by customers: shared moral value, responsibility value, relationship value, and heritage value. Research limitations/implications – The study conceptualises bank service value as realised in the customers’ own contexts and thus highlights previously hidden sources of value in banking. The findings can be used for further conceptualisations of the customer dominant value formation of bank services. Practical implications – The netnographic method illustrates how naturalistic data about customers’ retail bank experiences can be retrieved unobtrusively. The findings help bank management to understand what comprises customer value beyond the service encounter. Originality/value – The paper contributes to the research in service marketing and bank marketing in three ways: first, a methodological contribution is the introduction of a netnographic approach to bank service value research. Second, a theoretical contribution is the uncovering of invisible value formation in the customer-bank relationship. Third, the paper uses the customer dominant logic in a banking context, thus providing insights into how banks are involved in the customer's own life.
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Purnama Sari, Desak Made Febri, i I. Gusti Ayu Yogi Putri Adnyani. "KEPRIBADIAN NASABAH MEMPENGARUHI ADOPSI DAN PENGGUNAAN SALURAN PERBANKAN HIJAU". ECONBANK: Journal of Economics and Banking 5, nr 1 (7.04.2023): 128–37. http://dx.doi.org/10.35829/econbank.v5i1.285.
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The customer's personality influences the adoption and use of green banking channels. The purpose of this research is to determine the effect of customer personality on the use of green banking channels through the adoption of BCA and BRI Bank customers who are domiciled in Denpasar City. In this study, quantitative data was used to collect information by giving questionnaires to participants. Customers of Bank BCA and Bank BRI who are domiciled in Denpasar City are the research samples. The number of samples in this study were 102 respondents using purposive sampling method. Based on the results of this study, customer personality has a positive and significant effect on adoption, adoption has a positive and significant effect on the use of green banking channels, personality has a positive and significant effect on the use of green banking channels and customer personality has a positive and significant effect on the use of green banking channels through adoption. The findings of this study are where the customer's personality accepts the adoption of innovation in the use of bank products with the concept of green banking channels at Bank BCA and Bank BRI in Denpasar City.
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Mamun, Sukron, i Tri Hadmiatin Ningsih. "Implementasi Strategi Layanan Teknologi Digital Banking dan Service Quality dalam Perspektif Nasabah pada Perbankan Syariah (Study kasus pada Bank Syariah Mandiri KCP Tomang)". Jurnal Ekonomi Syariah Pelita Bangsa 6, nr 02 (31.10.2021): 223–33. http://dx.doi.org/10.37366/jespb.v6i02.249.
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In banking, service delivery is related to development real technology including Internet Banking, Phone banking, SMS Banking, Mobile Banking, ATM, and Service Quality, namely services provided by human resources in this case CS (Customer Service) such as interactions directly by providing services directly with good like service in good, polite and friendly language, it can improving banking quality in improving service quality towards customers. The research method that will be used in this research is descriptive method with a case study approach. The research that researchers made using a qualitative approach. Data collection techniques through: study literature, interviews, documentation, and observations. Based on the results interviews conducted, it can be concluded that implementation technology service strategy Digital Banking at Bank Syariah Mandiri KCP Tomang has implemented four main dimensions of Digital Banking (E-Serqual), meanwhile from the observation of the implementation of the Quality Service (Quality of service) given Customer Service Bank Syariah Mandiri KCP Tomang to customers, Customer Service has implemented 10 dimensions in its service to customers, apart from that based on the conclusion of the interview that Customer Service has also been guided by the five dimensions of service, this is based from the customer's perspective on the implementation of Quality Service (Quality services) provided by Customer Service at Bank Syariah Mandiri KCP Tomang and confirmed by the observations of researchers that all indicators are considered highly good and very satisfying.
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Lee, Sangjae, i Kun Chang Lee. "Comparative Study of Service Quality on VIP Customer Satisfaction in Internet Banking: South Korea Case". Sustainability 12, nr 16 (7.08.2020): 6365. http://dx.doi.org/10.3390/su12166365.
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For Internet banking to compete effectively with traditional brick-and-mortar banking, managers must identify the key determinants of customer satisfaction. While many studies exist on Internet banking, and there is a large base of marketing literature on customers’ perceptions of luxury products, research on the service quality of luxury brands in Internet banking is scarce. Our study investigates service quality that exert influence on customer satisfaction with Internet banking most, along with the moderating role of customer type on the relation between service quality and customer satisfaction. The moderation analysis in our study is the test of difference between general customers and VIP customers which are created according to customer type. Using a web survey of 645 general and VIP (very important person) customers who use Internet banking systems, we examined the effects of fix factors that have an influence on service quality: usefulness, ease of use, and system security, reliability, responsiveness, and empathy. In the full sample, all factors that affect Internet banking quality also affected customer satisfaction significantly. Usefulness, ease of use, and system trust, responsiveness, and empathy are more important in VIP customer satisfaction than in that of general customers, while system security is a more important factor for general than for VIP customers. Our study results indicate that general and VIP customers differently perceive service quality that are relevant to customer satisfaction.
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Malik, Muhammad Imran, i Rizwan Ahsan. "Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective". Asia Pacific Journal of Innovation and Entrepreneurship 13, nr 3 (2.12.2019): 311–25. http://dx.doi.org/10.1108/apjie-01-2019-0001.
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Purpose Co-creation fosters customer’s involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship. Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction. Design/methodology/approach A sample of 384 customers from selected banks in Pakistan was selected. The study adopted quantitative, explanatory and cross-sectional research design. Structural equation modeling is used for analysis. Findings The results revealed a positive and significant relationship between co-creation with customer satisfaction. Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation. The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction. Research limitations/implications Few banks with a small number of customers were selected for the study. Practical implications Managers must consider customer’s access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction. Social implications Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers. Originality/value Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation. Moreover, the relationship of co-creation with customer satisfaction is examined.
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Inegbedion, Henry, Emmanuel Edo Inegbedion, Samuel Jesuorobo Osifo, Sunday C. Eze, Adebanji Ayeni i Olamide Akintimehin. "Exposure to and usage of e-banking channels". Journal of Science and Technology Policy Management 11, nr 2 (21.11.2019): 133–48. http://dx.doi.org/10.1108/jstpm-02-2019-0024.
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Purpose Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria. Design/methodology/approach The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels. Findings Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed. Research limitations/implications The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking. Practical implications The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking. Social implications Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery. Originality/value The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.
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Larakasih, Angra Adinda. "LEGAL PROTECTION OF CUSTOMERS WHO MAKE PAYMENT THROUGH BRILINK E-BANKING (STUDY AT THE TANJUNG KARANG BRANCH OF BANK RAKYAT INDONESIA". Literacy : Jurnal Ilmiah Sosial 1, nr 1 (28.05.2019): 16–26. http://dx.doi.org/10.53489/jis.v1i1.1.
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The development of technology is currently growing rapidly. This can be proven by advances in technology around the world. Technological progress is very important and has a very big effect on humans. Because technology is one of the supporting advances in human life. It can be proven that with the sophisticated technology, everything becomes fast and easy. The development of technological systems encourages the emergence of business opportunities in the internet field. In today's technology development it also influences the banking world. In conducting banking transactions through BRI Link agents, customers also receive protection for their rights to receive compensation for losses they have suffered. Customers as consumers of products and / or services offered by banks as producers are entitled to compensation for losses they experience when making transactions with e-banking facilities or services. Banks are required to provide compensation to customers as consumers of banking services for losses from using e-banking provided by the bank. However, it should be noted that this provision does not apply if the customer suffers a loss due to the previous customer's actions or negligence. Then the bank will solve it because the settlement of customer complaints is a form of increasing customer protection in order to guarantee customer rights in dealing with the bank.
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Andy, R., i A. Sujatha. "A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City". ComFin Research 9, nr 1 (1.01.2021): 17–21. http://dx.doi.org/10.34293/commerce.v9i1.3503.
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The banking industry has been developing by using Internet banking as a well-organized and practicable tool to create customer value. In the banking sector, different electronic delivery channels are increasingly used for delivering banking products and services that convenient for the customers at a low cost. Internet Banking (IB) is one among them in the banking sector. It is one of the smart services offered by traditional banks to offer speed and reliable services to online users. With the fast development of computer-based technology, the Internet Banking can draw more customers to perform banking dealings in related banks. However, the main issue of Internet banking faced by bankers is that a large number of banking customers are not ready to usethe Internet banking services offered by banks. This happens due to the services offered through Internet banking is yet to encourage its customers. Customer satisfaction is an important factor that helps the banks to maintain competitive advantages. Therefore, this study is to observe the factors that influence the customers’ satisfaction towards Internet banking. The study concentrates on the following factors that can influence customers’ satisfaction toward Internet banking, which include services, web design, security, and convenience. The sample size taken for the study was 100 respondents who provided valuable feedback to pertain to the above factors that influence customers’ decision to use Internet Banking.
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Shokrgozar, Neda, i Farzad Movahedi Sobhani. "Customer Segmentation of Bank Based on Discovering of Their Transactional Relation by Using Data Mining Algorithms". Modern Applied Science 10, nr 10 (26.09.2016): 283. http://dx.doi.org/10.5539/mas.v10n10p283.
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In this research, based on financial transactions between bank customers which extracted from bank’s databases we have developed the relational transaction graph and customer’s transactional communication network has been created. Furthermore, using data mining algorithms and evaluation parameters in social network concepts lead us for segmenting of bank customers. The main goal in this research is bank customer’s segmentation by discovering the transactional relationship between them in order to deliver some specified solutions in benefit of some policy about customers equality in banking system; in other words improvement of customer relationship management to determination of strategies and business risk management are the main concept of this research. By evaluation of Customer segments, banking system will consider more efficient and crucial factors in decision process to estimate more accurate credential of each group of customers and will grant more appropriate types and amount of loan services to them therefore it is expected these solutions will reduce the risk of loan service in banks.
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Lailani, Evi Okli, i Tannia Regina. "PENGGUNAAN MOBILE BANKING SEBAGAI UPAYA MEMPERLANCAR TRANSAKSI ELEKTRONIK NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) TBK". KOMPLEKSITAS: JURNAL ILMIAH MANAJEMEN, ORGANISASI DAN BISNIS 10, nr 1 (23.06.2021): 24–33. http://dx.doi.org/10.56486/kompleksitas.vol10no01.83.
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Service quality in banking is very important considering it can affect customer satisfaction and loyalty. Many strategies are used by the bank for service quality, including the dimensions of security service quality related to guaranteeing the confidentiality of customer data, the absence of data manipulation, security using Mobile Banking services, the dimensions of speed of Mobile Banking services related to the provider operator network and quality of network maintenance, dimensions of accuracy related to the suitability of information received by customers, clarity of information received, dimensions of trust related to customer trust in using services, banks gain loyalty from customers for Mobile Banking products, and dimensions of education related to the educational process between the two sides of employees and customers regarding the explanation of information about Mobile Banking service products. The quality of BRI Mobile Banking services through the dimensions of security, speed, accuracy, and trust and education has an important role in customer loyalty in using service products from BRI. in fact in the field of security and education to customers is an important priority in the development of Mobile Banking services. customers need a sense of security when using Mobile Banking transactions and customers need education from BRI as they experience difficulties when operating. BRI makes efforts to protect customers when conducting online transactions. Strategy is centered on security and education. Security and education are considered quite important because the gate makes customers feel safe and gets rewards from the education system. This element can encourage other elements in meeting the needs of BRI customers
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Carsamer, Emmanuel. "Customer banking rights awareness in Ghana". Banks and Bank Systems 13, nr 2 (2.07.2018): 141–52. http://dx.doi.org/10.21511/bbs.13(2).2018.12.
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The purpose of this paper is to investigate the determinants of customer banking right awareness regarding banking products and services in Ghana. A survey of 569 bank customers was conducted in Metropolitan Assemblies in Ghana, using a structured questionnaire with Likert-type questions. Customers were conveniently intercepted as they walked out of universal banks. Ordered probit estimation technique was used to test the research hypotheses. The study revealed that whilst bank variables (duration and number of visits) improve customers’ knowledge on bank products and services, demographic factors (age, marriage, income) enhance the level of awareness customers have with regards to bank products and services. The study also revealed that education reduces it in Ghana. Sources of information such as banking exhibitions and fairs, family and mass media improve customer banking right awareness, however, bank staff negatively affect awareness level. The study advises banks to pay particular attention to sources of information, especially bank staff, bank brochures, mass media, exhibitions and fairs. Also, age and income segment of customers should be considered when attempting to improve customer banking right awareness for satisfactory service delivery.
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Marfo, John Serbe, Matilda Kokui Owusu-Bio i Pasty Asamoah. "The Effect of Self-Service Technologies on Customer Experiences in Banking". International Journal of Online Marketing 12, nr 1 (styczeń 2022): 1–18. http://dx.doi.org/10.4018/ijom.299404.
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The surge in self-service technologies (SSTs) adoption in the banking industries across the globe has changed customers' banking experiences. Customers have developed a passion for SSTs which has affects their intentions to save with a bank. The positive effects of employing SSTs in the banking industries are evident in literature however, little is known on how SSTs affect customer experiences in the banking industries of developing countries like Ghana. The study involved a sample of 384 banking customers in Ghana. The study confirms the positive effects of SSTs adoption on customer experiences. The study establishes that customers' adoption of SSTs is influenced by their perception of SSTs usefulness and ease of use which increases their satisfaction level. The study finds out that when SSTs are deployed individually, they have no effect on customer experiences in the banking sector. However, when the individual SSTs are combined in usage, they collectively produce a positive effect on customer banking experience.
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R, Arunadevi, Haresh R i Shyam Jerold G. "ONLINE BANKING SECURITY WITH REAL TIME FACE RECOGNITION APPROACH". International Journal of Computer Science and Mobile Computing 12, nr 5 (30.05.2023): 7–11. http://dx.doi.org/10.47760/ijcsmc.2023.v12i05.002.
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Online banking has become an essential part of modern banking. Many attacks are successful in accessing social network accounts since the current password-based authentication paradigms are not efficient and robust enough as well as vulnerable to automated attacks. The simplest alternative is complementing the single factor (password-based) authentication process with additional identification elements, such as one-time PIN codes, generated by the user’s own device (e.g., the smartphone) or received via SMS. To improve the security of online banking transactions, real-time face recognition technology can be used as a biometric authentication technique. This technology provides a reliable and convenient way of verifying the identity of customers in real-time. The aim of this project is to develop an online banking system that uses real-time face recognition technology for customer authentication. The system will be designed to provide a secure and user-friendly interface that allows customers to carry out banking transactions such as funds transfer, bill payments, and balance inquiries. The system will incorporate a Grassmann Learning algorithm that is capable of capturing and analyzing a customer's facial features in real-time. The algorithm will compare the facial features of the customer with those in the bank's database to verify the customer's identity. Second level verification based on OTP verification in reverse order. The system will provide a secure and user-friendly interface for customers to carry out banking transactions in real-time. In this proposed net banking application notifications are sending to the user regarding banking interface access and amount transaction.
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Ali, Anita, Rizwan Qaiser i Waqas Baig. "Examination of Customers Intention to Adopt Digital Banking Services: Moderating Role of Perceived Risk in Banking Sector of Pakistan during COVID-19". Journal of Social Sciences Review 2, nr 4 (30.12.2022): 27–34. http://dx.doi.org/10.54183/jssr.v2i4.50.
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The COVID-19 pandemic poses a huge challenge for the Pakistani financial industry, leading to an increase in digital banking as it has become a necessity for users of financial services. The research seeks to empirically test the impact of customer perceptions on the adoption of digital banking during COVID-19. In addition, this study investigates the impact of performance expectancy, Effort Expectancy, and Social influence on customer’s intentions to adopt digital banking services with moderating effect of perceived risk. The population of the study consist of all the customers of banks which are providing digital banking services in Pakistan. A survey was conducted and 254 responses were analyzed with the help of structural equation modeling. Study concludes that Performance Expectancy, Effort Expectancy and Social Influence as independent variable and Perceived Risk as moderating variable has a significant impact on the perception of customers of digital banking applications. Study further contributes that Perceived Risk moderates the relationship between Performance Expectancy, Effort Expectancy, Social Influence and the intention of customers of digital banking applications to adopt digital banking services.
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Shehzad, Khurram, i Muhammad Waqas. "Security, Perception, and Practices: Challenges Facing Adoption of Online Banking in Pakistan". Journal of Marketing Strategies 3, nr 1 (4.06.2021): 93–117. http://dx.doi.org/10.52633/jms.v3i1.67.
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Online banking is a contemporary mode and a technological channel to facilitate the emerging demands of customers today. Increase in number of customers for online banking as a matter fact is related to customer’s awareness in a geographical space. Many customers today are adopting online banking through internet for their financial transactions especially in the current COVID-19 pandemic situation, however, due to lack of awareness, expertise and connectivity resources, a majority of prospect customers still have not adopted this new mode of transaction in Pakistan. The main objective of this study is to know the customers’ perception regarding the usage of online banking in Karachi Pakistan. Most of the researchers so far have suggested that mostly the customers are unaware about online banking services and the reason, moreover due to lack of trust among customers on online banking services, customers are reluctant to adopt this medium for the financial transactions. This research project thus examines the customer’s trust, perception, problems related to online banking and suggests about online banking concerns especially in the context of Pakistan. This study explains that mostly customers prefer online banking services over branch banking due to its reliability, convenience, safety, speed and security, user-friendliness, and error less system. The findings of this study will provide the banks the answer to the questions that how they can provide online banking better services and what are the major issues that should be reduces in society to satisfy customers in a better way, so that they can compete their competitors in the industry and overall increase the number of online banking customers.
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Sikdar, Pallab, i Munish Makkad. "Online banking adoption". International Journal of Bank Marketing 33, nr 6 (7.09.2015): 760–85. http://dx.doi.org/10.1108/ijbm-11-2014-0161.
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Purpose – The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers. Design/methodology/approach – A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used to assess the overall satisfaction level of online banking users. A structured questionnaire incorporating variables identified from literature has been used as survey instrument for the study. Final respondent sample was 280 banking customers. Findings – Trust, Usage Constraint, Ease of Use, Accessibility and Intention to Use as reliable and valid factors determining internet banking adoption among customers in India. Accessibility, Usage Constraints, Intention to Use portrayed strong and significant relationship with overall customer satisfaction. Trust and Ease of Use are relatively weaker and insignificant contributors toward overall customer satisfaction. Originality/value – The existing studies in the context of e-banking in general and online banking in particular have been majorly confined to proposing key drivers toward adoption of such alternate banking mediums. By providing an insight towards satisfaction level of customers adopting online banking the proposed model attempts to fill this gap. As the study relates to banking customers in India, findings will be of particular value to domestic and foreign banking entities looking to leverage technology as a tool to attain stronghold with an emerging economic set-up.
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Iriqat, Raed A. M., i Mohannad A. M. Abu Daqar. "The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry". International Business Research 10, nr 11 (13.10.2017): 139. http://dx.doi.org/10.5539/ibr.v10n11p139.
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This paper aims to investigate the impact of customer relationship management on Long-term Customers’ Loyalty in the Palestinian banking industry. The data was collected through distributing questionnaires on the Palestinian banking employees. Using multiple regression analysis tests, this paper finds these results; there is a positive and strong linear relationship between dependent variable “long-term customers’ loyalty” and CRM, the CRM dimensions are service quality, customer’s database, solving customer’s problems, employees behavior, and CRM system integration. At the end, the two predictors (employee’s behavior and CRM system integration) explained 48.2% of the variance in the long-term customers’ loyalty. The scholars’ found that banks have to investigate why there is a difference in the service quality level between male and female employees where male employees more effective than females. Furthermore, banks need to update their customers’ database in order to be alerted to changes in their customers’ requirements and needs to retain their loyal relationships with customers.
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Sharma, Rajesh Shankar, i N. S. Bhalla. "Comparative Analysis of Retail Banking Promotional Measures- A study of customer perception towards promotional strategies adopted by Indian Commercial Banks". Scholedge International Journal of Management & Development ISSN 2394-3378 3, nr 11 (2.04.2017): 185. http://dx.doi.org/10.19085/journal.sijmd031101.
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In today’s competitive financial world, each financial institution is trying hard to get the maximum share in terms of profit, sales and customers. A customer may be salaried or self employed. Irrespective of the profession, he/she requires banking services like a requirement of loan, services of foreign exchange, safe deposit of money etc. In order to meet and exceed customer’s expectations, Indian banks offer customized banking products. Bank main objective is to get new customer and to retain the existing one. In order to attract new customers, banks are adopting various promotional measures like sales promotion, advertising, personal selling and publicity. Which promotional measure is the most striking one and is liked by customers, poses a big question mark? In order to study the most preferred promotional measure, a survey is being conducted to know the customer preference. 50 customers, each from Axis Bank and IndusInd Bank, are selected for study. The outcome was astonishing as the customers of Axis Bank gives preference to public relation and customers of IndusInd bank gives preference to effective advertising.
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Pérez, Andrea, i Ignacio Rodríguez del Bosque. "Customer CSR expectations in the banking industry". International Journal of Bank Marketing 32, nr 3 (28.04.2014): 223–44. http://dx.doi.org/10.1108/ijbm-09-2013-0095.
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Purpose – The purpose of this paper is to examine customer corporate social responsibility (CSR) expectations in the crisis context of the Spanish banking industry. The paper also takes into consideration the role that corporate governance structure plays in customer CSR expectations. Design/methodology/approach – Analysing 648 customers of savings banks and 476 customers of commercial banks, several univariate statistics and two cluster analyses are implemented. Findings – The authors identify significantly consistent patterns in the CSR expectations of savings banks and commercial banks customers. The customers of both types of banking companies have similar high expectations concerning the CSR oriented to customers, shareholders and supervising boards, employees, the community and legal and ethical CSR. Also customers of both types of banking companies can be consistently classified as customer oriented, legally (customer)-oriented and CSR-oriented customers depending on their CSR expectations. Practical implications – These results have interesting implications for managers because it allows them to develop optimal CSR based on their customers’ expectations. In this regard, it is observed that the CSR expectations of savings banks and commercial banks customers are quite homogeneous in such a way that the traditional differentiation in the CSR implemented by savings banks and commercial banks may be no longer justified. Originality/value – Previous scholars who have analysed customer CSR expectations have not studied them in a crisis context. This paper contributes to literature by proposing new managerial strategies for companies facing a product or corporate crisis. Scholars studying customer CSR expectations in the banking industry have not considered the role of corporate governance structure either. This paper provides detailed information about the CSR expectations of savings banks customers and commercial banks customers.
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Ekowati, Sri, i Reka Septi Amelia. "PERSEPSI KEMUDAHAN PENGGUNAAN DAN KEPERCAYAAN TERHADAP MINAT NASABAH". (JEMS) Jurnal Entrepreneur dan Manajemen Sains 2, nr 2 (8.07.2021): 410–25. http://dx.doi.org/10.36085/jems.v2i2.1727.
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This study aims to determine the effect of perceived ease of use and trust in customer interest in using mobile banking (Case Study of BRI Unit Sukowati Customers, Rejang Lebong District), either partially or simultaneously. There are several factors that will be discussed in this study, including Perceived Ease Of Use and Trust. The object of this research is that customers use mobile banking (Case Study of BRI Unit Customers in Sukowati, Rejang Lebong Regency), totaling 50 people. In this research the authors use the method of data collection by means of observation, distributing questionnaires or questionnaires. Data analysis techniques used in this study, including by using instrument test, classical assumption test, respondent analysis analysis, multiple linear regression analysis, determinant coefficient, and hypothesis testing.The results showed that Perceived Ease Of Use had a positive effect on customer interest in using mobile banking at BRI Unit Sukowati customers, Kab. Rejang Lebong. This means that the convenience provided makes customers feel confident and confident about using mobile banking for every transaction. Then the trust variable has a positive effect on customer interest in using mobile banking at BRI Unit Sukowati customers, Kab. Rejang Lebong. This means that trust is very important in influencing customer interest in deciding whether or not to use the mobile banking application facility. So it can be concluded that Perceived Ease Of Use, and Trust partially and simultaneously affect the interest of customers using mobile banking (A Case Study of the BRI Unit Customer Sukowati, Rejang Lebong Regency)Keywords: Perceived Ease Of Use, Customer Trust and Interest.
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Imam Safi’i, Mohammad, i Yuli Winiari Wahyuningtyas. "Pertanggungjawaban Bank Terhadap Nasabah Dalam Layanan Perbankan Digital". WELFARE STATE Jurnal Hukum 1, nr 2 (28.10.2022): 269–302. http://dx.doi.org/10.56013/welfarestate.v1i2.1696.
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This study aims to analyze the legal rules related to the existence of digital banking as a form of service innovation carried out by banks and analyze the forms of legal protection and accountability provided to customers in the use of digital banking. This study uses a normative legal research type. Based on the research, the results show that there are no specific legal regulations in the implementation of digital banking. This is because the Banking Law does not discuss the provisions for digital banking activities. The responsibility of the bank if the customer is dissatisfied both verbally and in writing due to loss or potential material loss in the financial services sector, the customer can file a complaint. Customers who suffer losses due to cybercrimes are entitled to compensation as a form of responsibility from the bank as long as it is not the customer's negligence. If the negligence is caused by the bank concerned, the bank's negligence can be prosecuted as an unlawful act.
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Komulainen, Hanna, Saila Saraniemi, Pauliina Ulkuniemi i Marianne Ylilehto. "End-customer value restructuring the financial service supply chain". Marketing Intelligence & Planning 36, nr 6 (3.09.2018): 709–20. http://dx.doi.org/10.1108/mip-11-2017-0320.
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Purpose The purpose of this paper is to examine how the customer value experience conveys the restructuring of the service network in the banking industry. The banking sector has often been one of the early adopters of IT in terms of connecting their services and customers. While developing digital services, however, banks are also concerned that they are losing contact with their customers. At the same time, fast developing technologies enable new companies to enter the industry to offer their services. As a result, the service supply chains in the banking industry appear to be restructured. Design/methodology/approach The empirical data were collected by using a qualitative method of focus groups and interviews with end-users of banking services. Findings According to findings, customers value a holistic approach to the services, and such a holistic value cannot necessarily be provided by a single banking service provider because the ecosystem around such services is becoming more complex. Practical implications Service supply chains need to be restructured based on the end-customer value experience. Originality/value This study contributes to value research and especially to the discussion in service experiences by addressing some of the disruptions happening at the industry level. The paper shows that the focus should be on customer value because banks should understand that their services are not enough for the customers—they are only seen as banks, not as providers of the holistic value that is required from the customer’s point of view.
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Mohd Thas Thaker, Mohamed Asmy Bin, Md Fouad Bin Amin, Hassanudin Bin Mohd Thas Thaker i Anwar Bin Allah Pitchay. "What keeps Islamic mobile banking customers loyal?" Journal of Islamic Marketing 10, nr 2 (10.06.2019): 525–42. http://dx.doi.org/10.1108/jima-08-2017-0090.
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Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.
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Sriono, S., Sri Dewi, Miftah Hulzannah, Maria Panggabean i Riki Afri Rizki. "Legal Protection Against Bank Customers in Review of Banking Laws". International Journal of Educational Research & Social Sciences 1, nr 1 (7.04.2021): 1–6. http://dx.doi.org/10.51601/ijersc.v1i1.7.
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Legal protection for customers is reviewed in terms of banking laws and regulations, such as Law Number 21 of 2008 concerning Islamic banking. Both Islamic banks and conventional banks with regulatory control must comply with general banking regulations. Act Number 7 of 1992 concerning Banking. The Banking Law which regulates amendments to Law Number 10 of 1998 concerning Amendments to Law Number 7 of 1999. there is an obligation for banks to become members of the Deposit Insurance Corporation (LPS) so as to provide protection for depositors customers against their deposits and the existence of customer rights conduct customer complaints, and use banking mediation forums for simple, cheap, and fast dispute resolution. Legal protection for customers in terms of the Consumer Protection Act lies in the obligation for banks to heed the procedure for making standard clauses.Settings via The Consumer Protection Law which is closely related to legal protection for customers as banking consumers is the provision regarding standard clauses. Meanwhile, from the laws and regulations in the banking sector, the provisions that provide legal protection for bank customers as consumers include the introduction of the Deposit Insurance Corporation (LPS) in Law Number 10 of 1998. At the technical level the legal umbrella protecting customers includes the existence of arrangements regarding the settlement of customer complaints and banking mediation in a Bank Indonesia Regulation (PBI).
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Arin, Ikrar Adinata. "Perancangan Sistem Informasi Signature Verification System For Banking". ComTech: Computer, Mathematics and Engineering Applications 4, nr 1 (30.06.2013): 291. http://dx.doi.org/10.21512/comtech.v4i1.2741.
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Every teller of Bank XYZ Teller needs to verify and validate the customer's signature for withdrawal transactions done at the bank in order to avoid manipulation of original signature of the customer. If the amount of withdrawals money made is very large number (typically for corporate customers), the risk of manipulation becomes higher. Therefore, there is a need to implement a kind of software applications which functions as a tool to verify the signatures of banking customers. The author conducted a Signature Verification System for businees operational of Bank XYZ.
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Thi Phuong Nguyen, Linh, i Hieu Vo Chi Tran. "Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam". International Journal of Business and Management 15, nr 7 (23.06.2020): 196. http://dx.doi.org/10.5539/ijbm.v15n7p196.
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Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.
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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, nr 4 (8.07.2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.
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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a significant, direct and negative relationship between the relative usage level of online banking services and bank loyalty. However, a positive relationship was found to exist between bank loyalty and customer satisfaction with online service quality. An indirect positive relationship was also found to exist between services’ convenience through satisfaction with online banking service quality. Practical implications – The findings advance the idea that computer technology mediation reduces human interaction, and so may detract from customer loyalty. Service policy makers should invest in relation-based attachments with their online customers, enhance satisfaction with online quality service and sustain customer loyalty. Originality/value – Examination of the effect of variables related to online bank services usage and bank loyalty. This study contributes more value by understanding the effect of customers’ usage level of online services.
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Thakur, Rakhi. "What keeps mobile banking customers loyal?" International Journal of Bank Marketing 32, nr 7 (30.09.2014): 628–46. http://dx.doi.org/10.1108/ijbm-07-2013-0062.
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Purpose – Customer satisfaction and loyalty have been traditionally two main goals aimed at by managers. Focusing on the mobile banking (m-banking), the importance of these concepts is even greater due to the increasing focus of banks on mobile phones in order to reach out to a larger set of customers. The purpose of this paper is to characterize both these concepts in the m-banking context. Design/methodology/approach – The influence of satisfaction and trust and their antecedents in developing customer loyalty in the m-banking were measured. The proposed model was tested through PLS-SEM. Findings – This research showed that satisfaction from m-banking based on previous interactions had a positive effect on customer loyalty. In addition, mobile interface usability and service were found to have a positive effect on customer satisfaction. Practical implications – In order to develop customer loyalty in m-banking, banks should prioritize user friendly interface and provide services valued by m-banking customers. Originality/value – Although the increasing competitiveness in m-banking is motivating banks to offer the same to customers, there is lack of studies that analyze the formation of satisfaction, trust and loyalty concepts in this context. This study therefore represents an initial contribution to the field of m-banking, which is gradually acquiring popularity in recent years especially in developing countries.
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Oumar, Timothy K., Eric E. Mang’Unyi, Krishna K. Govender i Sookdhev Rajkaran. "Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study". Management & Marketing 12, nr 4 (20.12.2017): 674–96. http://dx.doi.org/10.1515/mmcks-2017-0039.
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Abstract This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle namely, pre-service, during-service and after-service, significantly influence the e-customers’ loyalty in the banking sector. Thus, to capitalize on the range of benefits that emanate from the use of e-CRM, continued review and enhancement of marketing strategies is needed, so as to achieve e-customers’ loyalty particularly, at the post-service stage. Kenyan commercial bank managers should focus on customer satisfaction specifically at post-service stage, to increase their ecustomers’ loyalty.
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Mughal, Muhammad Muazzam, Kamran Ali . i Abdul Jabbar Khan . "Accepting of E-banking among Banking Customers of Pakistan". Information Management and Business Review 4, nr 6 (15.06.2012): 332–39. http://dx.doi.org/10.22610/imbr.v4i6.987.
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E-banking is a platform through which a banking customer can perform its financial or non financial transactions electronically without visiting bank, which not only reduces transaction costs but also saves time.E-banking customers are increasing worldwide but its adoption is low in Pakistan. This study is done to investigate the most important factors which contribute to the espousal of E-banking in Pakistan. For this research primary data was collected from 217 customers of different ages, data was collected by structured questionnaire. Statistical descriptive analysis was used to analyze the data. The results shows that privacy and security, trust, ease of usefulness, knowledge and awareness, inaccessibility and came in person preferences are the factors which affect adoption of E-banking in Pakistani customers. Findings also indicate that banking customers of Pakistan are willing to take on E-banking if proper guideline and awareness is provided to them by banks or banking regularity authorities.
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Thuy, Duong Luu Thi, Uyen Nguyen Thi i Binh Do. "The Drivers of Trust and Individual Performance: Evidence from Young Vietnamese Mobile Banking Users". Journal of Educational and Social Research 13, nr 2 (5.03.2023): 237. http://dx.doi.org/10.36941/jesr-2023-0047.
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Individual performance of mobile banking users is a key goal for not only consumers but also the bank in order to maintain customer loyalty and the firm's long-term growth. This is critical, and it should be addressed even more so in the context of developing countries, where the mobile banking is an emerging development. This research aims to uncover the mechanisms that influence individual performance of customers when using mobile banking. To achieve this goal, we used PLS-SEM to examine data from 297 young individual customers who are the most prominent customer group of mobile banking in Vietnam. The results showed that all 4 research hypotheses, including 3 hypotheses about the impact of system quality, information quality, brand equity on trust, and one hypothesis about the effect of customer’s trust on the individual performance are confirmed. The crucial findings and suggestions of this study has extended the current stock of knowledge in mobile banking business and especially brings important guidelines for banking business practitioners in developing countries.
Received: 8 December 2022 / Accepted: 28 February 2023 / Published: 5 March 2023
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Aruna, Ms A., V. Geetha Lakshmi, Aakifah Fatima i V. Tejasri. "Banking Bot". International Journal for Research in Applied Science and Engineering Technology 10, nr 8 (31.08.2022): 407–10. http://dx.doi.org/10.22214/ijraset.2022.45189.
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Abstract: Banking bot is an artificial intelligent development for bankingoperations, which can understand people queries and responds accordingly. The main aim of this project is to develop a banking bot using artificial intelligent algorithms which should be able to analyze and understand user’s queries and react accordingly. For any banking related querieswe have to go to the bank or call to customer care. It takes lot of time and effort and bank people are also very busy to attend our queries. On the other hand we don’t get complete information from the customer care executives. It will be more suitable ifwe can directly post our queries online or chat with the bank people and get the response within less time. To overcome this problem we proposed banking bot where people can directly chat with a bot and theycan integrate all of their bank accounts into same bot account and access them easily. The objective of this project is to contribute to the solution of the problem of direct communication between user and the bank. It provide 24/7 client support, so existing and potential customers can try and solve their banking problems after work hours and on weekends. This ultimately also leads to better customer experience. Customers can check account balance or check their transaction status using a botinterface. Banks can also analyze the usage of available schemes and generate feedback from diversified customers accordingly.
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Suhardi, Gunarto. "FAKTOR-FAKTOR YANG MEMPENGARUHI KEPERCAYAAN DAN LOYALITAS NASABAH PERBANKAN DI SURABAYA". KINERJA 10, nr 1 (26.01.2017): 50–56. http://dx.doi.org/10.24002/kinerja.v10i1.918.
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Led by foreign banks operating in Indonesia, many banks have switched their mainbusiness activities from corporate banking business to individual customer banking activities. This is due to the deteriorating general economic condition in Indonesia at the present time. Individual customer’s base operation for banking communities proved to be suitable and giving good returns. However, as many banks operating in the same basis, competition among banks has mounted considerably. One must be able to achieve trust and loyalty from their valued customers. This article tries to understand how bank in Surabaya should get these basic elements of trust and loyalty.Keywords: corporate banking business, individual customer banking, trust, loyalty.
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Awad, Tamer Abbas, i Yasmine Salah AlDin Dessouki. "Mobile Banking Roll-out in Egypt". International Journal of E-Services and Mobile Applications 9, nr 2 (kwiecień 2017): 1–22. http://dx.doi.org/10.4018/ijesma.2017040101.
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Mobile phone Banking is the latest self-service banking innovation; which represents potential opportunities for both customers and banks. Though it emerged in the early 2000's, it is still in its infancy stage in Egypt. This study aimed to investigate the factors that affect customers' acceptance of mobile banking. The theoretical framework of this study is an extension of TAM and IDT. A sample of 461 bank customers participated in this study. The most significant factors which affected customer's adoption of mobile banking were; perceived compatibility, perceived usefulness, perceived ease of use, credibility, trust, risk, and cost, respectively. Moreover, it was found that ease of use influenced usefulness, while perceived trust affected risk perceptions. Marketers should emphasize on developing a positive customers' attitude towards M-banking, the ease of use of mobile banking which will enhance customer's perception of usefulness, and focus on communications that enhances customers' trust to decrease their perception of risk.
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Siagian, Martin, Endang Sulistya Rini i Syafrizal Helmi Situmorang. "The Effect of Digital Service Quality (BRIMO) on Customer Loyalty through Customer Trust and Satisfaction on COVID-19 Situation (Pt Bank Rakyat Indonesia Medan Regional Office)". International Journal of Research and Review 8, nr 8 (17.08.2021): 263–71. http://dx.doi.org/10.52403/ijrr.20210836.
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Advances in information technology and the widespread use of the internet have changed the method of service delivery. Banks now provide their services through electronic banking (e-banking) channels. Personal computers and cell phones are media where customers can use e-banking services, with the terms “online banking”, “internet banking” and “electronic banking” being used interchangeably. BRImo is the latest application from BRI Mobile that combines the functions of mobile banking, internet banking, and electronic money or Tbank into one application with a more complete and attractive transaction menu, only by using a cellphone they can make transactions without having to go to the BRI office to reduce mobility and the spread of the Covid-19 virus in a pandemic situation. In the period from 2018 to 2020, there was an increase in BRImo application users from 384,412 people to 827,759. but not comparable to the large number of deposit customers of Bank BRI Medan Region, in 2020 only 14.43% of the 5,735,381 customers of Bank BRI Medan Region who use BRImo with an average transaction of 122 times per customer per year. Phenomenon which often happens to BRI Bank customers to the BRImo application, either directly or indirectly, such as the quality of digital services provided to customers who have not been satisfied by customers so that it has an impact on customers' decisions not to return to transactions using BRImo and the impact of these problems will decrease the number of transactions and a decrease in fee-based income in the online banking digital service application sector. The purpose of this study was to analyze the effect of BRImo's digital service quality on customer loyalty through customer trust and satisfaction in the Covid-19 situation at PT. Bank Rakyat Indonesia (Persero) Tbk Medan Branch Office. The population of this study is customer savings deposits, not corporate customers (group accounts), with the criteria of a sample of customers who use the BRImo application more than once with a total sample of 400 respondents. The sampling method used is purposive sampling; data analysis is carried out through PLS-SEM using the SmartPLS 3.0 program. The results of the study indicate that the quality of BRImo's digital services directly has a positive and significant effect on customer loyalty through customer trust and satisfaction. Keywords: BRImo Digital Service Quality, Customer Loyalty, Customer Trust, Customer Satisfaction.
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Van Huy, Le, Pham Long, Aidan O'Connor i Pham Dinh Tuyen. "The Development and Measurement of a Customer Satisfaction Index (E-CSI) in Electronic Banking". International Journal of Strategic Decision Sciences 8, nr 3 (lipiec 2017): 45–58. http://dx.doi.org/10.4018/ijsds.2017070102.
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In the current technological age, once traditional means of delivering services to customers are losing its dominant position, the application of the Internet has evolved as an innovatively supporting alternative for attracting customers, especially in banking service. In that aspect, customers' perception of online banking service through the delivery of website quality (Webqual) remains the main concern for bank's managers in Vietnamese banking system because customers are easily inclined to another banking service provider due to their poor website-operated experience. Based on the evaluation of factors influencing on banking website quality, its relationship to customer satisfaction and retention, this article suggests the measurement of electronic Customer Satisfaction Index (e-CSI) of perceived banking website quality by three most developed banks of Vietinbank, Vietcombank and BIDV in central Vietnam, from which provides insights that may be useful for improving the quality of online banking service.
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Chandrasekaran, M., i S. Prasath. "Trade Led Growth in China since 1978: An Empirical Investigation". Asian Review of Social Sciences 7, nr 3 (5.11.2018): 12–19. http://dx.doi.org/10.51983/arss-2018.7.3.1479.
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This study can be analyse the customers’ satisfaction towards the banking services rendered by the SBI in Tiruchirappalli District. The researcher conducted a literature search on banking services of SBI interviewing of its 50 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of Tiruchirappalli district. The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, banking performance, infra- structure facility, loan oriented services and other value added services. Analysis was made by using various tools like percentage Analysis, Chi- Square Test and charts. The result showed that there is a significant relationship between the variable of customer satisfaction and banking services of the SBI and the customers have a medium level of satisfaction. The SBI could consider the researcher’s suggestions in order to alleviate its reputation and customer satisfaction.
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Sanda, Mohammed-Aminu. "Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge". Journal of Economics and Behavioral Studies 3, nr 1 (15.07.2011): 13–21. http://dx.doi.org/10.22610/jebs.v3i1.251.
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This study explored the issue of whether the use of the Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many developing countries has achieved its intended objective of increasing the effectiveness of customer service provision and reducing the workload of bank tellers. The purpose is to understand customers’ behaviour towards the use of ATM as a banking service delivery tool, and the influence of such customer-usage behaviour on the banks’ human resource capacity building, in terms of employee workload relief and performance. This is because most banks in subSaharan African countries have introduced the ATM in bids to satisfying customers’ service needs and making the work of employees easier. Data was collected using questionnaires that were administered to bank customers who use the ATM facility, as well as bank managers. The findings showed that though most bank customers who use the ATM services perceive the ATM as a convenient, reliable, accurate and suitable service delivery tool for their banking transactions; they still underutilize the ATM’s service capacity by choosing to go to the banking halls to make cash withdrawals of amounts that could be obtained from the ATMs. It is also found that by virtue of this customer behaviour of not using the ATM’s to their full potential, the relief that it is expected to provide bank tellers is not realized. It is concluded that because of customer behavioral challenges to the effective utilization of the ATM technology, banks in developing economies not benefiting from its full potential as a customer service delivery tool, and also as a strategic workload reliever for tellers who service customers inside the banking halls.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java". International Journal of Business and Management 11, nr 6 (25.05.2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.