Customers’ Attitudes and Perceived Constraints to E-Banking Services: A Survey Study in Albania

<p class="a">This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.</p>

This study investigates the impact of bank management on electronic banking services in the modern era. The digital transformation in the banking sector has caused significant changes, affecting customer services, operational efficiency, and the overall business models of banks. Our goal is to analyze how bank management influences the development of electronic banking services, and how this impact is directed towards customer satisfaction, reduction in operational costs, and improving the competitive ability of banks. The literature review shows that electronic banking services play a crucial role in improving the customer experience, increasing the speed of transactions, and, most importantly, ensuring the secure execution of financial transactions in banks. Recent studies indicate that the integration of electronic banking services by bank management leads to positive changes in the banks operations. In terms of methodology, this research employs quantitative methods, with surveys conducted among customers using the electronic services of several banks. The results show that the implementation of electronic banking services has a positive effect on bank management and increases customer satisfaction. Moreover, electronic banking services reduce operational costs for banks and enhance their competitive capability by offering new services. The findings suggest that bank management should further increase investments in electronic banking services and become more actively involved in digital transformation processes. Future research may provide a more comprehensive analysis of the future development directions of electronic banking services and their impact on the long term strategic planning of banks.

There was a need to study some efforts and marketing strategies to build a wide awareness of e-marketing in Islamic banks. E-marketing can be adopted as a marketing approach in promoting Islamic banking products and services. Based on this, this research aims to identify the electronic banking services provided by Islamic banks, to identify the extent of the spread of these services, and to know the obstacles to adopting electronic marketing in Islamic banks. To achieve the objectives of the current study, the research methodology will depend on the following: Theoretical aspect: In this study, the descriptive analytical method was used to study the obstacles to adopting e-marketing in Islamic banks, where it was relied on books, periodicals, literature, pamphlets, references, previous studies, and other published researches related to the topic studying. The results revealed that in order to increase literacy and inclusion and expand the market share of Islamic banking products and services, digital marketing plays a role in building public trust, supporting traditional marketing, developing digital campaigns, and mapping target markets. The research recommends that banks should continue to improve their electronic banking services and ensure that these services are free and easy to use to suit all customers' requirements, and that the banking service provider monitors developments in the world of technology, and that the full picture of electronic banking services is improved by banks.

The study aimed to measure the impact of the qualitative characteristics of accounting information through its dimensions (relevance, reliability, understandability, timeliness, verifiability, and comparability) on the quality of private electronic banking services in banks operating in Yemen. Reliance on the questionnaire as a tool for data collection, and the study population included (19) banks operating in Yemen, from which a sample was taken represented by (13) banks, in the main centers located in the capital Sana’a and the interim capital Aden, represented by the financial administration and departments related to electronic banking services In those banks, which included (200) employees, and the study used the descriptive analytical approach to achieve the objectives of the study and test its hypotheses.; The statistical package for social sciences (SPSS) program was used to analyze the data.. The study concluded with a number of results, including There is a statistically significant positive effect of the qualitative characteristics of accounting information represented by (relevance, reliability, understandability, timeliness, verifiability, and comparability) on the quality of electronic banking services in banks operating in Yemen. In the light of the results reached, the study recommended the adoption of procedures that may help banks operating in Yemen in achieving the quality of electronic banking services. Among those procedures is the need to provide (appropriateness, reliability, understandability, timeliness, verifiability, and comparability) in the information produced by the information system in order to assist those in charge of managing electronic banking services.

The banking industry must also continue to innovate in the development of electronic banking products and services to keep up with the rapid development of information technology, which has an impact on people's habits and routines. To further reduce the need for customers to physically visit a bank branch, financial institutions must enhance their offerings to allow for the self-service acquisition of a wide range of banking services (including but not limited to account opening, account maintenance, account transfer, and account closure). The purpose of this research was to examine the impact of technological advancements in electronic banking services, fee-based income, and efficient internal control on the market value of IDX-listed banks in the sub-sector from 2016 to 2020. Sampled from the larger population of IDX-listed financial services firms over the years 2016-2020, this study focuses on the banking industry. The study's population consists of 44 IDX-listed financial services firms. There were a total of 185 observations made for this study. Descriptive research was used for this analysis. Intentional sampling. The study found that the probability value of the innovation of e-banking was 0.005. This is less than the 5% threshold (0.00500.05), so H1 is accepted. According to the results of the second hypothesis (H2) test, banking companies' stock prices rise when they bring in more money from service fees. The study found that a probability value of 0.003 at the FBI level was statistically significant. Compared to the 5% significance level of 0.0030.05, this value is less than the threshold for accepting hypothesis 2. The third hypothesis H3 tests the idea that the efficiency of internal control has a significant positive effect on the value of financial institutions. A probability value of 0.0057 0.05 was assigned to the efficiency of internal control based on the findings of the study. In other words, we accept H3 as true. The purpose of this research was to determine how the introduction of new forms of electronic banking, the growth of fee-based revenue, and the efficiency of internal control affect the market value of financial institutions.

The study aimed to identify the role of electronic banking services to enhance the competitive advantage in the Algerian commercial bank. The study used the descriptive analytical research method which was appropriate for the purposes of research. The target population consists of employees of the surveyed banks, the questionnaire was used as a data collection tool, (32) questionnaire were distributed to the sample, the data were analysed using the SPSS program, and a number of statistical methods were used to test the hypotheses. The results of the study showed that there is a significant effect of the electronic banking services offered by commercial bank of Algeria to enhance the competitive advantage from the point view of the employees. The results also showed that a banking service bay using the electronic card had a largest impact to enhance the competitive advantage from the point view of the employees, and the service of e-banking via internet had the lowest impact on the competitive advantage of commercial bank. Finally, the research recommended that the commercial bank should focus on electronic services via internet especially under the current conditions, and services via the smart mobile phone that are getting more important. The study also recommended bank management making awareness technology programmers from current and expected customers. Keywords: Electronic Banking Services, Competitive Advantage, Electronic Card, E-Banking

Digital banking solutions are crucial to enhancing the financial sustainability of micro-, small, and medium-sized enterprises (MSMEs) in Somalia, offering them innovative financial services that support their growth and resilience. The main purpose of this study is to examine access to electronic banking by providing an impact on it, thus enhancing the financial sustainability of MSMEs in Somalia. The study primarily examined the access to mobile banking, internet banking, and point of sale (POS) systems and how these services impact the financial sustainability of MSMEs in Mogadishu, Somalia. The study used primary data from a survey and obtained 350 responses from the targeted MSMEs in Mogadishu, Somalia. The data were analyzed using partial least squares structural equation modeling. The study found that electronic banking services, including mobile banking, internet banking, and POS services, have positively contributed to the financial sustainability of MSMEs. The findings suggest that electronic banking services are considered a valuable instrument that MSMEs can utilize to facilitate their daily operations. This allows small businesses to increase their sales and enhance their cash flow. Somali banks should improve the quality of their electronic banking services and provide MSMEs with training and seminars that increase their financial literacy and help them understand and become proficient in using electronic banking services. In addition, the study recommends implementing impactful rules and regulations for electronic banking services to protect and secure the interests of MSMEs.

Purpose: This research integrates the perceived risk theory and the technology acceptance model to identify the consumer’s perception of risk toward electronic banking services. The main purpose of this research is to see how consumers perceive risk and its dimensions in creating attitudes and continuing to use electronic banking services. Methodology: To assess and measure customer perception, a questionnaire was adapted and distributed at branches of banks in Prishtina, which distributed the questionnaire to their customers. The confirmatory factor analysis and the regression analysis were performed in this study. Results: From the data obtained we can conclude that, compared to the risk components, the perception of benefits has a greater impact on consumer decision-making when using electronic banking services. Conclusion: This research has some implications. In theoretical terms, the findings provide a detailed perspective on the impact of risk components and benefits on attitudes and intention to use e-banking services. Whereas on the practical level, it provides recommendations for managers of commercial banks in Kosovo to create strategies and mechanisms aiming to increase security levels and consequently maximize customer trust in e-banking services.

Economic transactions in many of the countries in Africa are still largely cash-based and many of these transactions are costly, inefficient, time consuming and sometimes risky because of the security situation in most countries in the continent. In fact, finality of payment is not always guaranteed because of potential counterfeits and the lack of financial discipline when cheques or other paper-based means of payment are used. The introduction of electronic banking services into the Nigerian banking sector has brought some respite considering the number of people now using electronic platforms such as the Automated Teller Machines (ATM), mobile phones, internet and bank websites instead of the conventional over the counter method used by most people. The result presented in here is based on secondary data consisting of 6002 respondents collected by The Financial Inclusion Insights Program, InterMedia. A descriptive analysis of data showed that the North-central (35%) and South-west (33%) geopolitical zones of the country had the highest as over one-third of the residents harnessed internet as the platform for their banking services. Meanwhile on the determinants of using electronic banking services, the result of the tobit model employed revealed age, gender, education status, and ownership of mobile phones as positive enablers and poverty status, distance to banking services and marital status as hiccups to using electronic banking services. The study therefore recommends welfare enhancement through provision of infrastructural facilities to ease access banking services, Also capacity building of respondents through education should be intensified since most of the people using these electronic platforms are those with a minimum of secondary education.

Economic transactions in many of the countries in Africa are still largely cash-based and many of these transactions are costly, inefficient, time consuming and sometimes risky because of the security situation in most countries in the continent. In fact, finality of payment is not always guaranteed because of potential counterfeits and the lack of financial discipline when cheques or other paper-based means of payment are used. The introduction of electronic banking services into the Nigerian banking sector has brought some respite considering the number of people now using electronic platforms such as the Automated Teller Machines (ATM), mobile phones, internet and bank websites instead of the conventional over the counter method used by most people. The result presented in here is based on secondary data consisting of 6002 respondents collected by The Financial Inclusion Insights Program, InterMedia. A descriptive analysis of data showed that the North-central (35%) and South-west (33%) geopolitical zones of the country had the highest as over one-third of the residents harnessed internet as the platform for their banking services. Meanwhile on the determinants of using electronic banking services, the result of the tobit model employed revealed age, gender, education status, and ownership of mobile phones as positive enablers and poverty status, distance to banking services and marital status as hiccups to using electronic banking services. The study therefore recommends welfare enhancement through provision of infrastructural facilities to ease access banking services, Also capacity building of respondents through education should be intensified since most of the people using these electronic platforms are those with a minimum of secondary education.

Electronic banking service is growing rapidly in the world, Cooperative bank of Oromia is putting its maximum exertion to travel with technology of E- banking services. E-banking has its own effect on financial performance of the bank. This research mainly investigates the effect of E- banking on the financial performance of the Cooperative Bank of Oromia by focusing on the bank’s performance and size. For primary data collection branch staffs and managers will be interviewed while secondary data will be collected from branch documents like report of daily transactions, profit of branch and customer related data will be reviewed. Keywords: Mobile Banking, Performance, Bank DOI: 10.7176/EJBM/14-17-04 Publication date: September 30 th 2022

E- Banking services or Electronic banking services are referred to banking transactions which are transacted using electronic modes or equipment. The most important and core component of electronic banking is the internet. The account holders can conduct financial and non- financial transactions even after standard business hours and on weekends applicable by various banks in India. The present study is to identify customer’s awareness towards E-Banking services with special reference to thoothukudi city

This study aims to investigate of electronic banking services on customers satisfaction in commercial banks in Syangja, Nepal. With the increasing reliance on digital banking, the research is grounded in the significance of service quality, convenience, security, cost, privacy, and responsiveness in shaping customers’ experiences and overall satisfaction guided by Technology Acceptance Model (TAM) and SERVQUAL Model. A descriptive and causal comparative research design was used with a structured survey questionnaire as the instrument for data collection. The study surveyed 200 e-banking users from commercial banks, out of which 194 valid responses were obtained through random sampling. Quantitative methods, including descriptive statistics, correlation analysis, and regression analysis, were applied to evaluate the influence of key variables on customer satisfaction. The findings revealed that privacy, responsiveness, convenience, and security significantly affect customer satisfaction, while cost showed no significant impact. The results aligned with both global and local empirical studies and supported the TAM and SERVQUAL theoretical frameworks. The study concludes that Nepalese banks should focus on enhancing digital infrastructure, data privacy, and customer support to improve satisfaction. The implications are relevant for researchers, bankers, and policymakers in developing more efficient and customer-oriented e-banking services. Future research direction could be gender as moderating variables the effect of e- banking services on customer satisfaction in Nepali commercial banks.

With rapid technological development, electronic banking services have become one of the most important factors influencing the quality of accounting information. Electronic services have become an integral part of accounting systems. This research aims to study the contribution of electronic banking services in improving the quality of accounting information in commercial banks, where the study population consisted of employees of Libyan commercial banks located in the municipalities of (Al-Qubbah and Al-Abraq). To achieve the objectives of the study, the researchers relied on the descriptive analytical approach. The researchers prepared a questionnaire as a tool for collecting study data and distributing it to all employees in commercial banks operating in the municipalities of Al-Qubbah and Al-Abraq. (177) questionnaires were received that were valid for analysis, out of 180 questionnaires. The data obtained was then analyzed using descriptive statistical methods, which included: (Mean, standard deviation, frequencies, and percentages). The study reached a number of key findings, the most important of which is that electronic banking services contribute significantly to improving the quality of accounting information. The study also recommended encouraging banks and financial institutions to expand the scope of electronic banking services due to their positive impact on the quality and accuracy of accounting information.

In this ever-growing competitive banking industry, understanding the effect of electronic banking service quality on customers’ satisfaction and loyalty is the secret to being competitive and successful in the sector. In Ethiopia, measuring service quality in the banking sector is a new paradigm. The primary purpose of this research was to examine the effect of electronic banking (e-Banking) service quality on customer satisfaction in Ethiopia’s emerging banking industry. Data were obtained using a closed-ended structured questionnaire from a total of 385 participants selected using a convenience sampling technique. Frequencies, percentage distributions, group modes, standard deviations, Chi-square correlations, and multinomial logistic regression were employed to analyze the quantitative data. The results confirmed a significant effect of the variables responsiveness, reliability, security and privacy, speed, and convenience on customer satisfaction. Similarly, customer satisfaction with the electronic banking service quality has a significant effect on customer loyalty. System availability, easiness to use, and service charge, on the other hand, have no statistically significant impact on customer satisfaction. Hence, based on the findings of this study, it is recommended that banks should focus on the factors related to responsiveness, reliability, system availability, and speed to maximize customer satisfaction and loyalty. The adoption of electronic banking service that offers a meaningful guarantee takes care of problems promptly, provides services precisely as promised, is always available and quick delivery enables customers to be better satisfied and thus create committed and loyal customers.