Provision Of Banking Services Research Articles

Exploring the Relationship Among Service Satisfaction, Motivation and Purchase Intention in Malaysia’s Online Banking

Customer satisfaction plays a vital role in service marketing, especially for online banking, due to the advancement of technology and the ease of online banking transactions. Recent studies have found that consumer motivation is crucial in capturing customer value and trust. Consumer motivation will affect consumer purchase intention. However, the scarcity of empirical evidence has inspired researchers to examine the relationship between consumer motivation, perceived service satisfaction, and purchase intention simultaneously in Malaysian online banking. Thus, the role of service satisfaction as a mediating variable in the relationship between consumer motivation (information influences, consumption patterns, and consumer involvement) and purchase intention was discussed in this paper. Data were collected from 250 online banking users through a self-directed questionnaire. All the data has been analyzed using partial least squares structural equation modelling (PLS-SEM). Findings confirmed the significant relationship between consumer motivation, perceived service satisfaction, and purchase intention. The results also indicated that perceived service satisfaction fully mediates the relationship between consumer motivation and purchase intention. Managerial implications were provided to guide online banking service providers on effective ways to retain their users through consumer motivation.

Comparison Analysis of User Experience on m-BCA and BRImo Mobile Banking Applications Using The User Experience Questionnaire (UEQ) Method

The increasing trend of non-cash payments such as QRIS and transfers is driving more intensive use of mobile banking applications in daily life. This poses a challenge for mobile banking service providers to deliver the best service to their customers through a good user experience. This is necessary to maintain their existence in the hearts of their customers. This research aims to determine the user experience value in each m-BCA and BRImo application, as well as their comparative value using the User Experience Questionnaire (UEQ) method. The analysis results conducted on 240 respondents with a minimum age of 19 and domiciled in Jabodetabek show that the user experience of BRImo is superior to m-BCA in all UEQ scales. BRImo achieves excellent benchmark scores in the attractive, perspicuity, efficiency, dependability, and stimulation scales while obtaining a good evaluation in the novelty scale. Meanwhile, m-BCA obtains excellent benchmark scores in the perspicuity, efficiency, and dependability scales, good evaluation on the attractive scale, above average on the stimulation scale, and below average on the novelty scale.

The Role of Banking Service Quality in Improving Financial Performance in a Sample of Iraqi Banks

This study aims to demonstrate the importance of the quality of services in the selected banks according to their dimensions in their financial performance. In this study, we relied on a questionnaire to demonstrate this effect, where 133 questionnaires were distributed and by relying on the SERVQUAL model with its five dimensions (tangibility, reliability, responsiveness, guarantee and empathy). The study found a very close relationship between the quality of banking service and the level of financial performance of the sample banks. The research, which means the validity of the hypothesis, while the study recommended the necessity of working on developing the tangible physical aspects of expanding the modernization of banking devices and programs and developing them continuously, in addition to providing appropriate waiting places for customers during the review of expenses to complete their work, as well as paying attention to the necessity of rapid response and meeting customers’ requirements by raising the level of Services provided and providing appropriate guidance to customers as well as providing banking staff providing banking services with direct contact with customers.

Fintech: Evidence of the Urgent Need to Improve Financial Literacy in Portugal

Fintech has revolutionized the financial sector, providing a new way of providing banking services. Since Fintech can provide the same services as traditional banks but entirely online, it is a competitor. As a result, consumers’ relationships with banking have inevitably changed, and it is therefore relevant to analyze these changes. The main objective of this study is to understand people’s perceptions of Fintech, their level of knowledge about it, and the impact of its emergence on traditional banking. The study sample consisted of 174 participants. A quantitative methodology was used to test the hypotheses formulated. The results show that participants who know about Fintech and perceive it as safe have a greater intention of changing banks. On the other hand, they perceive that supervision and regulation in traditional banks is higher than in Fintech. Among the reasons for becoming a Fintech customer, the most mentioned were lower costs and the fact that they provide greater convenience and ease of use. It will be in Fintech’s interest to continue working with regulators so that the sector makes progress in this area and consumers can recognize greater equality between traditional banks and Fintech in the future.

Реформация банковского сектора в интересах обеспечения защиты социально незащищенных слоев населения

Today, in the context of unprecedented aggressive sanctions pressure, the need to change the existing paradigm of providing banking services to the socially unprotected population is more urgent than ever before. Taking into account the unstable military-political situation, various measures should be developed to support socially vulnerable citizens for whom the availability of existing benefits is insufficient to meet basic needs. The banking sector in the vast majority of cases pursues private interests — obtaining maximum benefits from the provision of banking services while minimizing possible risks. In this regard, the use of a socially oriented approach is often not actively used in the banking sector. For example, many preferential lending programs for low-income citizens carry a high degree of risk, so banks have little interest in issuing loans and providing any benefits. That is why the state, as the main regulator of economic processes, must find parity between the interests of banks and ensuring the financial well-being of these categories of citizens. In a crisis, such a policy is of decisive importance for the whole society and the development of all sectors of the economy in the state. This article suggests some directions of possible reformations of the Russian banking sector in order to ensure the protection of socially vulnerable segments of the population.

Marketing Strategy and Procedures for Using the Hasanah Card at Bank XYZ Yogyakarta Area

Sharia banks are institutions that provide banking services in accordance with Islamic sharia principles. One of the products owned by sharia banks is Hasanah cards. Hasanah card is a financing card that functions like a credit card based on sharia principles that can be used to carry out transactions. This research uses primary data through observation, interviews, and collecting documents from companies. The focus of this research is to find out the right strategy to increase the use of hasanah cards, procedures for applying for hasanah cards, and what obstacles are experienced in marketing hasanah cards. The results of this research show that (1) the strategy carried out is not optimal (2) the procedure is carried out via telephone at the head office, bundling, and submissions from branches (3) the obstacles experienced by many people are not yet familiar with Hasanah cards and a lack of awareness from marketing.

Integration of Management and Accounting Information Systems and Their Impact on Creativity and Excellence in Providing Banking Services, An Applied Study in Banks Operating in Jordan

Integration of Management and Accounting Information Systems and Their Impact on Creativity and Excellence in Providing Banking Services, An Applied Study in Banks Operating in Jordan

Payment banks — A new milestone for banking penetration in India

The purpose of the banking sector in the country is to provide banking services to all the people with a simple and easy manner with this view, PMJDY was introduced in 2014 to provide bank account to unbanked people free of cost and with simplification of KYC norms. All the incentives and monetary benefits to the targeted people will reach only through direct benefit transfer scheme which is linked with bank account and Aadhar. Banks also concentrate on urban and unbanked areas through single window banking and post office savings bank scheme. With this view, payment banks play a key role in banking penetration in the country. This paper made an attempt to discuss performance of payment banks with respect to financial performance.

DEVELOPMENT OF DIGITAL MARKETING OF BANKING INSTITUTIONS

The article draws attention to the issues of development of the system of digital banking services in Ukraine, in particular in terms of marketing and direct promotion of digital services of banking institutions. Therefore, the purpose of the study is to improve the methodological and applied principles and provisions for the promotion of digital banking services of banking institutions. It is shown that new economic conditions and realities have increased competition in the banking sector, which, in turn, prompts banking institutions to search for new sources of efficiency and intensify their own development through better promotion of banking services through new sales channels. One of these directions is, firstly, the marketing itself, and, secondly, the provision of digital banking services. It has been established that the development of digital marketing of banking institutions is due in equal measure to two trends: the digital transformation of the economy and society, and, therefore, the increase in the level of demand of consumers of banking products for their service online and/or with the use of the Internet; the development of digital networks and communications, and, therefore, a significant expansion of technical, technological and even economic opportunities for the implementation of digital technologies in the activities of banking institutions. The stages of the development process of digital technologies in the activities of banking institutions were identified, which went through 5 evolutionary stages - from the appearance of digital channels to the creation of "digital DNA" - a new system of coordinates for making strategic decisions throughout the entire life cycle of the operation and development of a banking institution. The leading directions and advantages of implementing the tasks of the digital marketing strategy of banking institutions have been determined, which are: modernization of the communication system with clients, significant growth of opportunities in the volume of communications and in the subjects of "communication"; a significant increase in the capabilities of the information and analytical subsystem of marketing, which is the way to make more reasonable and reliable management decisions in the field of marketing management; increasing the economic efficiency of the provision of banking services, increasing their scale and efficiency both vertically and horizontally in the business technological process; expansion of opportunities for the implementation of image programs, increasing the level of customer loyalty and their trust in the bank and its banking services. The leading directions of the development of digital marketing of banking institutions are indicated, which define the corporatization of digital systems of business communications and the provision of banking services, the use of digital marketing opportunities to increase the volume of provision of basic and additional services on the Internet, the spread of digital marketing to the intrabank management system, its automation.

The Cost Efficiency and Competition Relationship: Evidence from Saudi Arabian Banks and Non-Structural Approaches to Analysis

Over the last two decades, the regulators of the financial services sector in Saudi Arabia have aimed to develop a level of fair competition in the provision of banking services across the country. This paper utilizes non-structural approaches, the H-statistic developed by, and the Granger causality test. The second approach involves determining the Granger-based causal relationship between banks’ cost efficiency and competition via data envelope analysis (DEA) using the generalized method of moments (GMM) panel. The study’s data were drawn from 11 traditional banks in Saudi Arabia, covering the period from 2015 to 2021 (yearly data). The results of the non-structural approach, i.e., the H-statistic, demonstrate that the average fund rate had a positive effect on competition; however, the physical capital price index, the index of leverage, and the credit risk negatively affect the total revenue. Furthermore, a positive H-statistic value reflects the positive causality between competition and cost efficiency (higher efficiency results in a higher level of competition). The DEA results indicate that competition in the year 2021 was influenced by the competition level of the previous year (2020); moreover, the relationship between the previous year’s cost efficiency Granger value, the greater availability, and the lower prices of banking products had a significant influence on the competition in the years under consideration (since a positive significant result from the test is available), which reflects the higher level of market structure and the greater availability and lower prices of banking products. Cost efficiency in the year 2021 was also positively influenced by the cost efficiency level of the previous year (2020), with competition forcing efficiency via the cutting of costs.

What affects the promoting intention of mobile banking services? Insights from mining consumer reviews

Unlike adoption intention, the post-adoption intention of mobile banking (m-banking) services has not been extensively investigated. Most extant studies predicted usage continuance intention as a post-adoption behaviour. However, existing consumers' promoting intention is yet to be explored. This study attempts to address the concerns of technology-resisting consumers in India who seek signals from existing consumers which can change their perception towards m-banking adoption. We adopt the Expectation Disconfirmation Theory and Thatcher's framework to understand the cognitive factors induced by m-banking services which affect consumers' post-exposure behaviour. Using natural language processing, we identify the relevant factors by mining a total of around 157 thousand and 190 thousand consumer reviews from Google play store and Apple app store on PhonePe and Paytm respectively, two extensively used m-banking apps in India. We craft a unique framework by mapping these factors to theoretical lexicons. We use multiple ordinal regression models to confirm how these factors affect the promoting intention of m-banking services. We find perception of resources, internet anxiety from cyberthreats, technology-trusting performance, and intention significantly influence the promoting intention for PhonePe, whereas, technology-trusting expectation too impact the promoting intention for Paytm. Apart from the technology-resisting consumers, our findings can also help the mobile banking service providers improving their services, enhancing markets, and gaining more customers.

COMPETITIVE POSITION OF THE BANK IN THE BANKING SERVICES MARKET OF UKRAINE

Introduction. The competitive position of the bank in the banking services market is defined as the position of the bank in comparison with competitors in the provision of banking services. The Law of Ukraine "On the Protection of Economic Competition" postulates only the maximum market share of any subject by one parameter. The issue of quantitative calculation of the bank’s market position using various parameters and comparison is relevant. The purpose of the article is to develop a new methodology for assessing the competitive position of a banking institution using quantitative parameters of market coverage and performance criteria that determine key aspects of bank activity. The research methodology uses statistical analysis and comparison of market coverage indicators, elements of financial analysis in terms of activity efficiency. The NBU data on each bank, data from open sources, researchers’ publications serve as the information base. Results. We developed a methodology for determining the bank’s competitive position on the banking services market of Ukraine. The number of proposed evaluation parameters and indicators of the bank’s competitive position is eight. An integral indicator of the bank’s competitive position is proposed to determine the bank’s position in comparison with its competitors. The approach was tested on the example of a sample of 5 banks operating in Ukraine. It is shown how the market position can be improved. Conclusions. The approach is aimed at improving the Law of Ukraine "On the Protection of Economic Competition" in terms of determining the competitive position. It shows the direction of competition, the expediency of integration with competitors in order to improve business efficiency and development.

FinTech in sustainable banking: An integrated systematic literature review and future research agenda with a TCCM framework

<abstract> <p>Academic interest in understanding the role of financial technology (FinTech) in sustainable development has grown exponentially in recent years. Many studies have highlighted the context, yet no reviews have explored the integration of FinTech and sustainability through the lens of the banking aspect. Therefore, this study sheds light on the literature trends associated with FinTech and sustainable banking using an integrated bibliometric and systematic literature review (SLR). The bibliometric analysis explored publication trends, keyword analysis, top publisher, and author analysis. With the SLR approach, we pondered the theory-context-characteristics-methods (TCCM) framework with 44 articles published from 2002 to 2023. The findings presented a substantial nexus between FinTech and sustainable banking, showing an incremental interest among global scholars. We also provided a comprehensive finding regarding the dominant theories (i.e., technology acceptance model and autoregressive distributed lag model), specific contexts (i.e., industries and countries), characteristics (i.e., independent, dependent, moderating, and mediating variables), and methods (i.e., research approaches and tools). This review is the first to identify the less explored tie between FinTech and sustainable banking. The findings may help policymakers, banking service providers, and academicians understand the necessity of FinTech in sustainable banking. The future research agenda of this review will also facilitate future researchers to explore the research domain to find new insights.</p> </abstract>

Leveraging Information To Overcome Resistance In Mobile Banking: The Moderating Role Of Gender

The study investigates the effect of information and guidance provided by the mobile banking service providers on the usage barriers, risk barrier and image barrier and gender as the moderator. The measurement instrument development and hypotheses were based on consumer resistance theory and the earlier literature on internet and mobile banking, data were collected from a sample size of 269 respondents from Imphal East and Imphal West district of Manipur, India. . The measure items were validated by measurement model and hypotheses were tested using structural equation modelling in IBM AMOS 21 software. The result of the study found that information and guidance offered by bank has the most significant effect on decreasing the image barrier, followed by usage barriers and risk barriers respectively. The results of gender moderation revealed that information provided by mobile banking service providers has a more significant impact on reducing barriers to males as compared to their female counterparts. Future researchers could expand upon the role of emerging technologies, such as artificial intelligence and block-chain, in enhancing the security and functionality of mobile banking platforms.

Perbandingan Instrumen Pembiayaan Bank Mega Syariah: Mudharabah, Musyarakah, Ijarah, Istisna, dan Murabahah

Bank Mega Syariah is one of the leading Islamic financial institutions in Indonesia. The bank was established with the aim of providing banking services in accordance with sharia principles in Islam. The main Islamic banking concepts, namely Mudharabah, Musyarakah, Ijarah, Istishna, and Murabahah, in the context of Bank Mega Syariah. This study analyzes the proportion of each instrument to the bank's total financing and classifies the instruments based on the social needs pyramid of the higher ethical objective (maqashid sharia), including classification as pseudo-Islamic, sharia compliance, or sharia-based.

Analysis of Livin' By Mandiri Application Quality With Iso 25010 Method

In the increasingly advanced digital era, mobile applications have become one of the important tools in providing banking services to customers. The Livin' by Mandiri application is one of the mobile banking applications that Bank Mandiri offers its customers. This study aims to analyze the quality of the Livin' by Mandiri application. This research uses the ISO 25010 method. Data collection techniques in this study were carried out by observation and literature study. The data obtained was then systematically analyzed in accordance with the ISO 25010 framework. The results showed that the Livin' by Mandiri application has a high level of functional suitability, is reliable and stable, fast and responsive, easy to use and navigate, well maintained and portable and can be used on various devices, including smartphones, tablets and laptops.

Analisis Laporan Keuangan “PT Bank BTPN Syariah TBK.”

Initially in 2008, BTPN launched a sharia business unit as part of an effort to expand sharia banking services in Indonesia. Where then this sharia business unit developed rapidly and in 2014, on July 14 2014 to be precise, BTPN Syariah was officially established as a separate sharia bank with a license from the Financial Services Authority (OJK) and became the 12th Sharia Commercial Bank in Indonesia. Since its inception as a BTPN Sharia Business Unit, BTPN Syariah has continued to focus more on being able to reach and provide banking services to the inclusive segment, namely to inclusive communities. In line with this commitment, BTPN Syariah provides assistance, access, and banking products and services that comply with sharia principles, with the aim of helping customers achieve their dreams and improve their quality of life (BTPN Syariah Tbk Annual Report 2022, 2022).

Digital Disruption of Neo Banks with Reference to Indian Banking Landscape

Neo banks offer financial products via digital means and provide banking services without a branch network. Neo banks by dint of fin tech have plugged into the conventional bank’s network and become customer-facing banking service providers through their pecuniary innovations. They have also leveraged technology and artificial intelligence to offer personalized services to customers while minimizing operating costs. Moored by regulatory hurdles, neo banks are yet to unleash their true force. It is how we perceive this without any major economic strains in the banking arena will determine the success or failure in embracing the same. This paper examines how the banking landscape will get more intricate by the initiation of Fin tech, in tandem with the growth of Neo banks, and its potential influences on the current situation of lending in the Public and Private sector. This study also proposes to critically examine the threats and opportunities in sustaining such innovations and enduring the same to progress in the Banking sector.

Impact of Digital Transformation on Internal AuditAn Applied Study on The Egyptian Central Bank

The world is currently witnessing a widespread digital revolution, which is having a profound impact on all aspects of life, including the financial sector. In this context, digital transformation has become a necessity for financial institutions, including banks. This research aims to test the impact of digital transformation technologies on the internal audit function and financial inclusion in Egyptian banks. To achieve this goal, a field study was conducted on a sample of Egyptian government-owned commercial banks. The study found that there is a strong impact of the application of digital transformation mechanisms in banks on the development of internal audit procedures, through the following: (a) Improvement of the efficiency and effectiveness of internal audit activities: Digital transformation technologies help to analyse data faster and more accurately, which contributes to the faster and more effective detection of potential risks. (b) Increased transparency and accountability: Digital transformation technologies help to provide easier and faster access to financial and administrative information, which contributes to the enhancement of transparency and accountability in financial institutions. (c) Support for achieving financial inclusion: Digital transformation technologies help to provide banking services in a simpler, faster, and more efficient manner, which contributes to achieving financial inclusion. Keywords: Digital transformation, banking sector, Egyptian Central Bank

A Study on It Enabled Banking Services in The Barpeta District of Assam

In the modern era of technology, application of information technology (IT) has become a mandatory part of our daily life. The banking industry is no exception. There has been introduction of IT in providing banking services to the customers which have encountered both praise and criticism from various stakeholders. Hence a study on how customers have adopted the IT enabled banking services and their satisfaction level towards using them was felt necessary. An analysis is also made in order to validate whether age and education level of customers have any effect on use of IT enabled banking services. The study is based on primary data and the data so collected has been analysed with the help of bar diagrams, correlation tools and Likert scale.