Banking Users Research Articles

EKSPLORASI KEPUASAN DAN LOYALITAS PELANGGAN DALAM LAYANAN BANK DAN FINTECH: STUDI KUALITATIF

Banks have an important role in managing public finances both in terms of deposits or loans to improve people's lives. Along with the advancement of technology, the financial services business is also growing with the presence of financial technology which is expected to be able to provide various conveniences to users. However, financial technology (fintech) and banks have various types, so that customer satisfaction and loyalty are not known with certainty. For this reason, researchers want to explore customer satisfaction and loyalty to bank and fintech services with a qualitative approach. The purpose of this study was to explore customer satisfaction and loyalty in using bank and fintech services so that further actions can be identified to improve service quality. The method used is qualitative with data collection techniques through observation and interviews with 20 respondents who were randomly selected. In addition, this research was conducted in X district located in Central Java. The research data obtained will be analyzed in depth so that it is known that customer satisfaction is obtained from friendly, precise and agile customer service as well as the quality of the financial applications or technology offered both in terms of convenience and data security so that they are not easily hacked or account breaches. Then regarding loyalty, the majority of respondents persist with strong assumptions or paradigms regarding the convenience of a bank and also the many bank users they follow, such as BRI, Mandiri with fintech, each bank already has it as well as brimo livin, and so on that makes it easier users make transactions from anywhere and anytime.

Non-Authenticity of Spring Barley Genotypes Revealed in Gene Bank Accessions.

Plant research and breeding depends on plant genotypes; therefore, genotype authenticity of accessions is the basic requirement for users of gene banks. Surprisingly, this extremely important topic is rarely reported in the scientific community. Non-authentic are accessions that are mislabelled and undesirable genotypes of heterogeneous accessions. In barley, we try to uncover both named problems on the basis of postulated major powdery mildew resistance genes. These are diverse, environmentally stable and their use is well documented and suitable for genotype characterization. In this contribution, we postulate resistance genes in 15 varieties represented by 157 derived lines of 32 accessions originating from seven foreign gene banks and compare these findings with previous results including those 15 identically labelled varieties from our domestic gene bank. We found that 37.5% of the gene bank accessions investigated herein were heterogeneous, and at least 20.0% were mislabelled. A large-scale molecular characterisation of varieties is now being carried out, and using authentic varieties must be one of the key requirements. Therefore, accessions of each variety from a minimum of three gene banks whose identity has been verified by reliable methods should be compared before starting new experiments. These will involve molecular varietal characterisation to serve as a foundation for future plant science research and effective crop improvement.

Mexico

Mexico’s financial system is digitalizing rapidly, increasing exposure to cyber risk. As in other jurisdictions, internet and mobile banking users in Mexico have increased substantially, but cyber incidents have also surged in recent years. The tight interdependencies within its financial system, and beyond, make Mexico vulnerable to evolving cyber threats. Thus, the Financial System Stability Council (CESF) has recognized cyber as a risk with potential to impact financial stability.

Pengaruh Keamanan, Kepuasan, Kemudahan dan Kepercayaan terhadap Loyalitas Pengguna BSI Net Banking di Bank Syariah Indonesia KCP Suropaticore Bandung

The background of the research is the fluctuating number of customers using BSI Net Banking at BSI KCP Suropaticore in the last five years. This prompted the authors to examine the aspects of security, satisfaction, convenience and trust associated with loyalty of BSI Net Banking users at BSI KCP Suropaticore. Associative quantitative research type, primary data obtained through questionnaires and secondary data through observation, interviews, and literature study. The population of 673 using the Slovin formula obtained a sample of 87 people. Data analysis used SPSS 25 for validity test, reliability test, data normalization test, correlation and regression analysis, coefficient of determination analysis, t test, and F test. The results partially show that the variables of security, satisfaction, convenience, and trust have a significant effect on loyalty. Simultaneously these four variables also significantly influence loyalty.

The Factors Affecting Digital Bank Services Adoption Using Trust as Mediating Variable

The rise of the internet in Indonesia have pushed businesses to speed up the digital transformation of the financial sector, including banking and financial technology. This has led to changes in the structure of the economy and how businesses compete and collaborate. A Digital Bank is one of the business model innovations because it relies on a digital ecosystem. It is important for people to have trust in digital bank services because this digital bank doesn't have a branch office to provide its services, and there aren't adequate regulations to protect data or security system. This study aims to determine what factors influence customers' adoption of a digital bank by analyzing the effects of perceived security, perceived enjoyment, financial literacy, and brand image on the adoption of digital payment services using trust as a mediating variable. This research was conducted using quantitative methods with Digital Bank users as the respondents. The results of the study indicate that perceived security, perceived enjoyment, financial literacy, and brand image have a positive and significant influence on the adoption of digital bank services in Indonesia, where trust variable has the greatest effects on the adoption of Digital Bank services. Therefore, Digital Bank companies need to increase user trust by increasing IT resources, developing attractive and useful digital platforms, and building a good image of the Digital Bank industry as a trusted service.

Türk Bankacılık Sektörü Müşterilerinin Şubesiz Dijital Bankacılığa Yönelik Olumsuz Tutumlarını Etkileyen Faktörler Üzerine Bir Araştırma

The rapid digitalization in the banking sector has revealed the branchless digital banking approach, unlike the traditional banking approach, where branches are used extensively as distribution channels. The customer portfolios reached by the new generation branchless digital banks attract great notice. This new banking approach also attracted the attention of the Turkish banking sector and branchless digital banking activities were made possible with the regulations prepared by the BRSA. Branchless digital banking is a new field of activity in Turkish banking sector and it is accepted that on the adoption of an innovation by the users the intention towards the innovation is effective, and on the intention towards the innovation the attitude towards the innovation is effective. It is stated that many external factors are effective on the attitude towards innovation. Therefore, in this research, it has aims to investigate some factors that affect on the negative attitudes of bank customers towards branchless digital banking. For this purpose, an online questionnaire was applied to 357 traditional bank customers and the answers were subjected to regression analysis. With the regression analysis, the effects of trust, perceived usefulness, traditional bank usage habits and satisfaction factors on branchless digital banking on the negative attitude towards branchless digital banking were analyzed. The results show that the negative attitude towards branchless digital banking was significantly and positively affected by traditional bank usage habits, trust towards branchless digital banking and perceived benefit towards branchless digital banking, but not significantly affected by traditional bank satisfaction.

The Impact of e-marketing of Mobile Banking Services in Achieving Customer Satisfaction An Applied Study from the Point of View of Customers of Iraqi Commercial Banks

Mobile banking has established itself as an emerging technology that is being used by banks all around the world. The goal of this study is to determine the important mobile technology adoption elements that influence consumer satisfaction in Iraq. this study aims to look into the Relationship between E - marketing by mobile phone in achieving bank and customer satisfaction. The study aims to address the following issues: What impact does e-marketing for mobile banking services have on obtaining customer satisfaction from the viewpoint of users of Iraqi commercial banks. Questionnaires are used to collect data, which is subsequently evaluated using statistical techniques such as regression analysis, correlation analysis, and factor analysis. The researcher collected data through the questionnaire, and the SPS statistical program was used to analyze those data, and the researcher used a sample of 200 people from commercial banks in Iraq. The findings indicate that customers concerns regarding the technologys security, authenticity, and dependability are significant. According to the findings, there is a strong positive and statistically significant direct correlation at the 0.01 level between performance effectiveness and customer satisfaction, where the value of the correlation coefficient is 0.524 between them. The results of the regression model were significant, but less than the level of significance (0.000) needed to support the hypothesis that there is an effect via marketing mobile phone.

Generation Z's Interest in Digital Wallet Payments in Islamic Mobile Banking During a Pandemic

Purpose - This research was conducted to see interest in digital wallet payments in mobile banking applications using the TAM and TPB theories.Methods - This study tested the hypothesis using Structural Equation Modeling (SEM) with the SmartPLS 3.0 application.Results - The results showed that there was a positive influence on perceived ease of use, perceived usefulness, and subjective norms and significant on intention to use. Meanwhile, attitudes do not affect the intention to use Islamic mobile banking. So attitude is not a factor in Generation Z's intention to use mobile banking in digital wallet transactionsImplications - The population in this study is the Z generation which is carried out in the Special Region of Yogyakarta. A total of 111 respondents used purposive sampling method in determining the population sample.Originality - Respondents in this study have criteria, namely users of Islamic mobile banking and generation Z digital wallets conducted in the Special Region and during the Covid-19 pandemic.

Examining the effect of consumption values on mobile banking adoption in Bangladesh: the moderating role of perceived security

PurposeThe objective of this study is to investigate the effect of consumption values (functional, social, epistemic, and emotional value) on mobile banking (m-banking) usage intention and intention to recommend m-banking services in the context of the Bangladeshi banking sector. Furthermore, this study examines how perceived security moderates the effects of consumption values on m-banking usage intention and recommendation intention.Design/methodology/approachA self-structured questionnaire had been used to obtain survey data from a sample of 237 m-banking users in Bangladesh using a convenience sampling method. Data were analyzed by structural equation modeling based on AMOS 23.0.FindingsThe findings show that all the dimensions of consumption values (functional, epistemic, and emotional value) except social value have a significant impact on mobile banking usage intention. In turn, mobile banking usage intention has a substantial direct effect on users' recommendation intention. Furthermore, the results also demonstrate that perceived security moderates the effects of functional values on m-banking usage intention as well as m-banking usage intention on recommendation intention.Practical implicationsThese research findings offer insightful guidelines to bank marketers to increase m-banking usage intention and recommendation intention by emphasizing the functional, epistemic, and emotional value of m-banking services as well as safeguarding consumers' perceived security in m-banking transactions.Originality/valueThis study contributes to the body of knowledge by measuring the effects of consumption values dimensions on the m-banking usage intention and recommendation intention which were hardly investigated particularly in the m-banking context. To date, this study is the first attempt to examine how perceived security moderates the effects of consumption values dimensions on the m-banking usage intention as well as m-banking usage intention on recommendation intention. The findings contribute to a theoretical understanding of the importance of consumption values in consumer decision-making, particularly in the rarely studied domain of mobile banking.

PENGARUH PERCEIVED EASE OF USE DAN PERCEIVED USEFULNESS TERHADAP ATTITUDE TOWARD USING SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTION

The current use of technology has made banks provide better services to their client, one of which is by launching information technology-based banking transaction service media, i.e. mobile banking. Bank Rakyat Indonesia ranked second in mobile banking users in 2020 with the percentage of 20.5 percent. However, the rate decreased to 17 percent in 2021. This is an indication that the behavioral intention of Indonesians to use the mobile banking service of Bank Rakyat Indonesia is not optimal. The sample of this explanatory research was selected using non-probability sampling method and purposive sampling technique, from which 170 users of the mobile banking service were selected as the sample. The data was analyzed in Lisrel 8.8 This study finds that perceived ease of use positively and significantly influences perceived usefulness, perceived ease of use positively and significantly influences attitude toward using, perceived usefulness positively and significantly influences attitude toward using, attitude toward using positively and significantly influences behavioral intention, perceived ease of use positively and significantly influences behavioral intention, dan perceived usefulness positively and significantly influences behavioral intention.

An era of digitalization: mobile banking adoption in India

PurposeThis study aims to identify the critical factors that can explain the intention of customers to adopt mobile banking services (MBSs) in an emerging country like India. Further, this study analyzes the difference in mobile banking adoption between males and females.Design/methodology/approachThis study uses a self-structured questionnaire to collect data on a sample of 143 respondents. On the contrary, qualitative research was conducted to test the reliability of results from the past literature by a hypothetical study.FindingsThis study identified four components, perceived ease of use, perceived usefulness, compatibility and perceived risk, using principal component analysis and confirmatory factor analysis, significantly influencing the intention to adopt MBS in India. However, the Chi-square test reflected a negligible percentage difference in MBS among males and females.Research limitations/implicationsThe findings of this study have significant implications for both bankers and practitioners, as they can redesign their strategies by incorporating the parameters suggested in the study for better market penetration in the mobile banking industry.Originality/valueThis paper provides visions into factors influencing the behavior of banking users toward adopting new technology in an emerging country like India. This study adds to the past literature by exploring the difference in the percentage of mobile banking usage based on gender.

THE EFFECT OF PERCEPTIONS OF USE, PERCEPTIONS OF EASE OF USE, AND SECURITY ON THE INTENTION OF MILLENNIAL CUSTOMERS TO USE BNI MOBILE BANKING THROUGH CUSTOMER TRUST AS INTERVENING VARIABLES

The rapid development of science and technology in the digital era, affects people's lifestyles when accessing a lot of information in various service functions through electronic means. Banks utilize information technology in mobile banking. The purpose of this study was to determine and analyze the effect of perceived benefits, perceived ease of use, and security on Millennial Generation customers' interest in using BNI Mobile Banking through customer trust as an intervening variable. The research method uses primary data obtained from distributing questionnaires to 100 millennial generations who have used BNI Mobile Banking in Jabodetabek. The analytical tools used are validity test, reliability test, R-square test, path coefficient test, indirect effect (path analysis), predictive relevance, and model suitability test. The results showed that perceived usefulness, perceived ease of use, and security had an effect on intention to use through customer trust in BNI Mobile Banking users. Perceived Usefulness, Perceived Ease of Use, and Security affect the Intention to Use BNI Mobile Banking Users. Perceived Usefulness, Perceived Ease of Use, and Security have direct and indirect effects on intention to use through Customer Trust in BNI Mobile Banking users.

Mobile banking affordances and constraints by the elderly

PurposeThe study explores the affordances and constraints perceived by older adults through their experiences using mobile banking apps.Design/methodology/approachTwenty-five interviews via Skype were carried out with older adults aged 65 years and over between April and May 2021 (during the COVID-19 pandemic).FindingsBased on their usage experiences with mobile banking, older adults identified functional (saving time, avoiding physical risk and having control over their finances) and social affordances (supporting and bonding with family and friends), as well as non-technological (lack of useful information and patience from bank employees) and technological constraints (concerns about cybersecurity, data privacy and passwords).Originality/valueThe study offers a novel approach to customer experience research in mobile banking by adopting a customer-centered perspective and applying the theoretical framework of affordances and constraints to analyze the experiences of older adults as active mobile banking users.

Bank Customer Churn Based on Different Models, Oversampling, and Encoding Methods

Customer churn prediction (CCP) is one of the cornerstones of Customer Relationship Management (CRM), in which one seeks to forecast whether or not a customer will quit the organization. Currently, plenty of algorithmic focuses on CCP. To fill the gap in the current study, this paper builds different models to predict bank user churn based on data from Kaggle. Specifically, we investigate the difference between models with and without oversampling, as well as discuss the difference between models under different coding methods. According to the results, ‘smote’ does not necessarily improve the performance accuracy, one hot encoding is more effective than target encoding. Finally, after all aspects of comparison, the logistic regression model is more reliable in the future analysis of customer churn of commercial banks. These results offer a guideline for future bank customer churn prediction.

PENGARUH PERCEIVED USERFULNESS DALAM PENGGUNAAN INTERNET BANKING PADA NASABAH BANK NAGARI KANTOR CABANG UTAMA PADANG

Abstract: The study in this study on the analysis of the influence of Perceived Usefulness, Perceived Ease Of Use, Consumer Innovativeness Against Intention Comsumer In The Use Of Internet Banking On Bank Nagari Customers Branch Office Padang). The issues raised in this research are: How is the influence of perceived usefulness towards the intention of Comsumer in the use of internet banking at Bank Nagari customer of Padang branch office (2) How is the influence of perceived ease of use towards intention in internet banking usage at Bank Nagari customer of Padang branch office (3 ) How does Consumer Innovativeness impact on the intention of using internet banking to Bank Nagari customers of Padang branch offices? In this research using descriptif analyse. This analysis for give deep arguement and implemented hypotesis that describe in quantitatif analyse, based on questioner list has been filled by employee. Then those data is analysed by statistic with using SPSS 16 application for windows to testing this research hypotesis with cover Multiple Regression analyse.The result of descriptive analysis shows that there is a positive and significant influence between Perceived Usefulness toward Comsumer intention, there is a positive and significant influence between Perceived Ease Of Use against Comsumer intention there is a positive and significant influence and Consumer Innovativeness towards Comsumer intention there is a positive and significant influence between . Based on the statistical test of three research variables, it is concluded that Perceived Ease Of Use is the most influential variable to comsumer intention.Keywords: Perceived, Userfulness, Internet Banking

PENGARUH PERSEPSI KEMUDAHAN, PERSEPSI KEAMANAN, DAN PERSEPSI KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN MOBILE BANKING BCA

n the current era of globalization, it has an influence, especially on the development of both economic and social activities that occur in society, this is also coupled with the Information Technology System (STI) which is growing very rapidly and undergoing many changes. This study aims to determine the effect of perceived convenience, perceived security, and perceived trust on customer satisfaction in using BCA mobile banking. The population in this study are customers of BCA mobile banking users. The sample in this study was 100 respondents and the technique used was the Non Probability Sampling technique with the Purposive Sampling approach. The method in this study is a quantitative method. The data analysis technique used is multiple linear analysis using IBM SPSS 20.0. The results showed that the perception of security and the perception of trust had a positive and significant effect on customer satisfaction, while the perception of convenience had a positive and insignificant effect on customer satisfaction.

Current status of umbilical cord blood storage and provision to private biobanks by institutions handling childbirth in Japan

BackgroundThe Act Regarding the Promotion of the Appropriate Supply of Hematopoietic Stem Cells for Transplant regulates only how public banks store and provide umbilical cord blood (UCB) for research or transplantation. Japan had no laws to regulate how the private banks manage the procedures, harvesting, preparation, and storage of such blood. As a result, the status of UCB distribution remains unknown. We conducted a survey to investigate the current status of UCB storage and provision to private biobanks by Japanese institutions that handle childbirth.MethodsQuestionnaire forms were mailed to 3,277 facilities handling childbirth that were registered in the Japan Council for Quality Health Care website.ResultsOf the 1,192 institutions handling childbirth that participated in the survey (response rate: 36.7%), 34.4% responded that they currently provide UCB to private biobanks, while 16.1% of facilities did so in the past. Moreover, some institutions currently provide or formerly provided UCB to medical treatment facilities (2.6%), research institutions (5.9%), companies (2.2%), or overseas treatment facilities, research institutions, or companies (0.3%). A certain number of institutions handling childbirth did not even provide explanations or obtain consent when the UCB was harvested from private bank users.ConclusionsThis is the first study to determine the status of UCB provision to private banks by Japanese institutions handling childbirth. Future studies will need to examine in detail how institutions handling childbirth provide explanations to private bank users and UCB providers as well as how these institutions obtain consent.

EDUCATIONAL DETERMINANTS OF ONLINE BANKING ADOPTION IN BOSNIA AND HERZEGOVINA

This study aims to empirically investigate the determinants of online banking adoption in Bosnia and Herzegovina. The data presented in this paper was collected via a survey from 321 randomly selected banking users in Bosnia and Herzegovina. The survey was developed based on the Technology Acceptance Model (TAM) framework to test the constructs and their ability to predict consumers’ behavioral intentions. All gathered data was processed and analyzed using the AMOS software version 24. We performed the Structural Equation Modeling (SEM) for path analysis to estimate the strength of the hypothesized relationships among the determinants. The findings indicate a significant impact of Attitude, Perceived Usefulness, and Perceived Ease of Use on consumers’ Intention to Use online banking services. Further, the research has proven that Perceived Usefulness and Perceived Ease of Use impact consumers’ Attitudes toward online banking adoption. The path analysis result suggests that Perceived Usefulness strongly mediates the relationship between Perceived Ease of Use and Attitude.

User Intensions towards Mobile Money Service Adoption in Ethiopia

In recent times, mobile money services have become a fashioned services following to the rapid development of mobile technologies and increasing demand for cashless business transactions. Such demand has also ushered a new era to the banking industry and bank users. However, the bank users’ intensions to adopt the services, particularly in Ethiopia, were not studied yet. To fill this study gap, data was collected from 384 users of banks branching in Addis Ababa and analyzed by integrating the modified extended unified theory of acceptance and use of technology (UTAUT2) and with the structural equation model. According to the path analysis, the study found performance expectancy, effort expectancy, facilitation conditions (infrastructure), hedonic motivation and price value to be a positive and strong predictor of the bank user’s behavioral intension to adopt the mobile money services followed by the exogenous predictors such as perceived security and trust on the technology. Another interesting finding is that the users’ behavioral intention to adopt such services is significantly transformed in to actual behavior. But, none of the moderating variables have significant effect on the users’ behavioral intension to adopt the services and they are excluded from the path. Based on the finding, the study advices the mobile money service providers to use an aggressive approach to strengthen positive trust drivers, eliminate insecurity dimensions, and design aesthetically appealing services with a state-of-the-art technology which have multi-purpose operational interfaces. Keywords: Mobile money, UTAUT2, Users intension, Banking in Ethiopia DOI: 10.7176/IKM/12-5-01 Publication date: September 30 th 2022

Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called “Structural Equation Model (SEM)” was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.