Banking Users Research Articles

Digital bank transformation: A content analysis of SEABank

SEABank is the new digital bank that gives offer with benefit to the customers and predicting their customers capacity well. Though conventional bank also have digital system, SEABank and conventional bank have few differences in features and financial cost. Through Krippendorf content analysis, the topic will be explored moderately and easy to read. The fact that the knowledge and capabilities gap between youngsters and elders make this topic functional for different perspective for SEABank and other digital bank users. The content analysis shows us that even in the middle of dynamic in digital bank and conventional bank, financial literacy will be affected.

The Effect of Service Quality, Marketing Mix and Brand Image on Customer Loyalty in Banking Industry

The growth of banking is currently accelerating significantly. The rapid expansion and development of technology, information, machinery, and heavy equipment, particularly communication technology, is to blame for this transition. This study aims to examine how customer loyalty in Islamic banks is impacted by marketing mix, brand image, and service quality. This study uses quantitative methods. The research was carried out between June and August of 2022. Active users of Islamic banks make up the research sample. Primary data were used in this investigation, and they were obtained by employing a questionnaire and a random sample technique. The consumers of Islamic banks are the subject of this study. The findings of this study suggest that customer loyalty in Islamic banks is positively and significantly influenced by the marketing mix, brand image, and service quality, partially and simultaneously.

PENGARUH KEMUDAHAN, KUALITAS LAYANAN, FITUR PRODUK TERHADAP KEPUASAN PENGGUNAAN MOBILE BANKING LIVIN BY MANDIRI (STUDI KASUS PT BANK MANDIRI KCP SUMBAWA BESAR)

This study aims to examine the Effect of Convenience, Service Quality and Product Features on Livin By Mandiri Mobile Banking User Satisfaction (Case Study of PT Bank Mandiri Kcp Sumbawa Besar). This study uses a quantitative method with an associative approach. Determination of the sample in this study using the Paul Leddy formula through non-probability sampling technique with purposive sampling method and obtained a total of 96 research samples. The data analysis technique in this study used multiple linear regression analysis and the analysis tool used was the application of the Statistical Program for Social Science (SPSS) 25 for Windows. The results of the analysis in this study showed that convenience did not have a significant effect while service quality partially had a positive effect and significant and product features partially have a positive and significant effect on user satisfaction

Predicting the intention to use Paytech services by Islamic banking users

PurposeThis study aims to identify the factors that could explain the intention to use Paytech services within an Islamic banking context. The authors use an extended version of the technology acceptance model to develop a causal–predictive analysis.Design/methodology/approachThe research model and hypotheses were tested by applying partial least square-structured equation modeling to data collected from 214 users of Islamic banking in Saudi Arabia.FindingsThe results show that perceived trust has a highly significant direct effect on the intention to use Islamic Paytech services, whereas perceived risk has a significant indirect effect on IU.Research limitations/implicationsInternet banking behavior may not be static. In technology acceptance, during the various phases from introduction to the maturity phase, the respondent’s perceptions tend to changePractical implicationsFrom the point of view of Fintech services providers, the knowledge of the factors fostering the adoption of Fintech services would allow an international expansion without the inconvenience of establishing offices or companies in countries whose legislation does not favor the operations carried out by Islamic banks.Social implicationsThese digital payment services would allow access to financial services to the entire Muslim population regardless of their location (Islamic and non-Islamic nations) and will also reach out to the next generation of young Muslims as a majority are “digital natives” ready for digital Islamic financial solutions.Originality/valueThis study is the first to explore the intention to use Paytech services by Islamic banking users in Saudi Arabia. From a theoretical perspective, this work contributes to the academic literature by analyzing the intention to use Paytech services in an Islamic banking context. On the practical front, the study identifies the crucial factors that industry players can use to design their Paytech applications and services to increase financial inclusion in Saudi Arabia and other countries with similar cultures as well as to design an international expansion without the inconvenience of establishing offices or companies in countries whose legislation does not favor the operations carried out by Islamic banks.

The Influence of Service Features and Sales Promotions on Intention to Use Livin' By Mandiri Application

In Indonesia, digital banking transactions are expanding at an accelerated rate. This promotes digital banking competition, particularly mobile banking usage. This study seeks to determine the impact of service features and sales promotions on Livin' by Mandiri application usage intentions. The method employed is quantitative and employs purposive sampling techniques. In addition, questionnaire surveys were used to collect data during the research procedure. This study's sample consisted of 100 respondents who resided in Jabodetabek and utilized the Livin' by Mandiri application. Using version 25 of SPSS, descriptive analysis, research instrument testing, classical assumption testing, multiple linear regression testing, and hypothesis testing were used to analyze the data for this study. The results indicate that service characteristics have a positive and statistically significant impact on the intention to use the Livin' by Mandiri application. Sales promotion has a positive and significant effect on intention to use the Livin' by Mandiri application, and both service features and sales promotion have a positive and significant effect.

The Influence of Service Features and Sales Promotions on Intention to Use Livin' By Mandiri Application

In Indonesia, digital banking transactions are expanding at an accelerated rate. This promotes digital banking competition, particularly mobile banking usage. This study seeks to determine the impact of service features and sales promotions on Livin' by Mandiri application usage intentions. The method employed is quantitative and employs purposive sampling techniques. In addition, questionnaire surveys were used to collect data during the research procedure. This study's sample consisted of 100 respondents who resided in Jabodetabek and utilized the Livin' by Mandiri application. Using version 25 of SPSS, descriptive analysis, research instrument testing, classical assumption testing, multiple linear regression testing, and hypothesis testing were used to analyze the data for this study. The results indicate that service characteristics have a positive and statistically significant impact on the intention to use the Livin' by Mandiri application. Sales promotion has a positive and significant effect on intention to use the Livin' by Mandiri application, and both service features and sales promotion have a positive and significant effect.

Consumers’ innovativeness and acceptance towards use of financial technology in Pakistan: extension of the UTAUT model

PurposeThis paper aims to examine the factors that influence bank customers’ acceptance towards FinTech using the unified theory of acceptance and use of technology (UTAUT) model.Design/methodology/approachA survey was carried out, and a judgemental sampling method was used. Moreover, over 200 responses were gathered from individuals that were bank account holders. Besides, the literature on the factors that influence an individual acceptance towards FinTech using the UTAUT model was also reviewed as an effort to contribute towards the factors that are significant in predicting the acceptance of FinTech services.FindingsThe results of the study revealed that performance expectancy and effort expectancy are the main factors in determining the acceptance of FinTech services. Moreover, consumer innovativeness plays an important role in the acceptance of FinTech by bank users. In contrast, social influence and facilitating conditions were not the determinants of FinTech acceptance in Pakistan.Research limitations/implicationsThis study not only contributed to the theoretical extensions but also to practical implications, which would benefit the community of FinTech service providers in Pakistan.Practical implicationsThe limitations of this study were two but are not limited to, firstly, the respondents which were taken among bank customers in Pakistan, confining its contribution to the narrowed perspective of Pakistan. Besides, this study also considers its contributions towards the use of the UTAUT in which the factors examined were specific, which may elucidate that the generalization of the findings only includes FinTech, where the UTAUT comes into play. This study is an eye-opener for the merging perspective of both the UTAUT and FinTech.Originality/valueUTAUT is extended in the context of FinTech. Consumer innovativeness is incorporated in the context of the UTAUT model. Consumer innovativeness is yet to be tested and for that this study is a useful reference for academicians, policymakers and future researchers.

The Analysis of User Acceptance Using UTAUT and Delone & McLean Model: Study Case of Banking Mobile Application

This study aims to determine the acceptance of the use of mobile banking applications and analyze the factors that influence their acceptance. The models proposed in this study are the UTAUT and Delone & McLean integration models. The criteria for respondents in this study were mobile banking users for at least 4 months and using purposive sampling. Data analysis was carried out using the PLS-SEM approach. In this study, 5 of the 8 hypotheses were accepted. Then, the factors that affect the acceptance of mobile banking users are obtained, namely performance expectancy, social influence, service quality, and information quality. Then the factors that do not affect user acceptance are effort expectancy, facilitating conditions, and system quality. The findings of this study are that 78.3% of users accept that they want to use mobile banking in the future and recommend it to mobile banking developers in the hope that in the future the application will be easier to understand, compatible with all smartphone systems that are used by many people, and system quality will be improved to minimize constraints on the application.

Digital Skill Confirmation Factor Analysis on the Use of Mobile Banking Services in the City of Surakarta

This study conducted in Surakarta, Indonesia aimed to examine the relationship between digital skills and mobile banking usage using Confirmatory Factor Analysis. The study revealed that operational mobile skills, information navigation skills, creative skills, and social skills were the factors that influenced mobile banking usage. However, despite the rapid development of mobile banking, there was still a digital divide. The study recommends modifying the index through Exploratory Factor Analysis for future research. The findings emphasize the significance of digital skills in mobile banking and can be useful for policymakers, mobile banking service providers, and users in Surakarta, Indonesia. This study contributes to the understanding of the relationship between digital skills and mobile banking usage and highlights the need for digital skill development in accessing mobile banking services in Surakarta, Indonesia.

A Blessing in Disguise: Covid-19 Pandemic and the Emergence of E-Payment

E-payment offers efficiency in terms of speed, security, convenience, and cost, especially during this pandemic. The study involves monthly data that spans from January 2016 to June 2021. This study aims to investigate selected payment channels and instruments' influence on retail e-payment transactions. The study is also interested to examine the interaction effects of Covid-19 on the relationship between credit card usage and retail e-payment transaction. The study employs Newey-West standard error regression in achieving the objectives. It is proven that traditional e-payment channels such as ATMs do not support the emergence of e-payment development in the country. The findings reveal Covid-19 significantly influences the emergence of e-payment in various ways. Unsurprisingly, internet banking usage showed great potential during the pandemic with a substantial increment since 2020. Oppositely, a credit card gives an adverse impact on the e-payment transaction and the impact is more apparent during the pandemic. In response to the new norm post-pandemic, the study suggests emphasis should be given to crucial e-payment infrastructures, particularly internet banking and debit card to foster the harmonization of the e-payment eco-system in Malaysia. Covid-19, despite its disastrous effect on society, blesses and supports the Financial Sector Blueprint 2022–2026.

Exploring a Forensic Methodology for Identifying Cyber Frauds Within the Indian Banking System

Heave in online banking usage has resulted in a growth in frauds and scams. Somewhat scams or frauds in banks have an extensive impact. Fraud has far-reaching consequences that go beyond economic loss. Fraud influences organizations, individuals, businesses group, businesses, services, and the entire ecosystem. Units can make better decisions if they understand and assess the overall effect of fraud. Any fraud, whether committed by opportunistic individuals or major and organized crime groups, can have significant consequences.

THE THE EFFECTS OF PERCEIVED EASE OF USE, PERCEIVED SECURITY, AND PERCEIVED SATISFACTION ON INITIAL TRUST OF BRI MOBILE BANKING USERS (CUSTOMER STUDY IN SAMARINDA CITY)

The purpose of this study was to examine the effect of perceived ease of use, perceived security, and trust on customer satisfaction using BRI mobile banking in Samarinda. This study uses a quantitative approach to the type of associative research. The number of samples used was 96 respondents using the purposive sampling method. The criteria for respondents in this study were BRI customers who are domiciled in the city of Samarinda and are over 18 years old and have been using BRI mobile banking for the last 6 months. The analysis technique used is data quality test, classic assumption test, multiple linear regression test, and hypothesis testing which is processed using the SPSS version 22 application. From the test results it is known that perceived security and perceived satisfaction have a positive and significant effect on the initial trust of BRI mobile banking users both partially and simultaneously, while perceived ease of us does not have a partial significant effect on the initial trust of BRI mobile banking users. So it can be concluded that perceived security and perceived satisfaction affect the initial trust level of BRI mobile banking customers.

Digital Banking through the Uncertain COVID Period: A Panel Data Study

This research investigates how the uncertainty caused by the COVID-19 pandemic has affected digital banking usage in India. The study is made by utilizing a panel of data consisting of 108 firm-month observations during covid period from 2020 to 2022, with data mainly collected to analyze the impact of COVID-19 uncertainty. Most of the determinants were collected from the RBI data website. The main emphasis of this study is on the utilization of digital banking services in the context of the pandemic, and the research assesses the factors that have influenced this trend, including the number of physical bank branches, the utilization of debit and credit cards at automated teller machines (ATMs) and points of sale (PoS), as well as the level of economic policy uncertainty (EPU). The analysis was conducted using panel regression analysis, a suitable method for handling the error components in the model that are either fixed or random. The findings indicate that the uncertainty caused by the pandemic has had a negative impact on the use of digital banking services. Additionally, the study highlights that the usage of debit and credit cards at PoS has significantly contributed to promoting the progress of digital banking services during the pandemic. Overall, this study provides valuable insights into how digital banking services have evolved during a period of significant uncertainty and disruption.

THE ROLE OF M-PAYMENT QUALITY CHARACTERISTIC ON PERFORMANCE EXPECTATION AND SATISFACTION IN SURABAYA (STUDI OF MOBILE BANKING)

This study aims to determine the effect of M-payment quality characteristic on performance expectations and satisfaction of mobile banking users in Surabaya. This study uses quantitative methods and data from questionnaires distributed to 180 mobile banking users in Surabaya. The data was processed using SEM-PLS. The theoretical basis of this study is the information system success model (IS) with six dimensions: information quality, system quality, service quality performance expectation, usage intention, and user satisfaction. This study found that information quality, system quality, and service quality in mobile banking significantly affected performance expectations and user satisfaction of mobile banking users in Surabaya.

The effect of compliance with AAOIFI standards on financial performance of Islamic banks

Purpose This research study aims to examine the effect of the compliance with the Accounting and Auditing Organization for Islamic Financial Institutions (AAOIFI) standards on the performance of Islamic banks. Design/methodology/approach The sample consists of 628 bank-year observations from eight countries that adopt the AAOIFI standards during the period 2009–2020. Findings The findings reveal a significant positive relationship between the overall compliance level with AAOIFI standards and the two performance measures in Islamic banks. Practical implications The findings are useful for various groups of preparers and users of Islamic banks’ annual reports, such as academics and researchers, accountants, management of Islamic banks and national and international organizations. Originality/value This research provides new empirical evidence on the effect of compliance with AAOIFI standards (accounting and governance) on Islamic banks performance. In addition, the findings reveal that the examination of compliance level should not be restricted to an overall compliance index that contains all the AAOIFI standards, but should rather take into consideration the different types of these standards (accounting and governance).

Aged spaces in an era of austerity: Food bank use by older people

AbstractIn the context of austerity and the COVID‐19 pandemic, this paper draws on 17 interviews conducted with frontline staff and volunteers to explore the use of food banks by older people in a highly deprived North‐West borough. Despite high levels of poverty amongst this age group, older people are infrequent users of food banks and it is their absence from these spaces, as opposed to their use of and experiences within food banks, that has often gained attention. By foregrounding this age group, this paper highlights different circumstances of use, generational dynamics involving heightened feelings of shame, and how food banks function as social spaces for older people. In doing so, this paper adds to literature in gerontology around spaces of ageing, as well as research on food banks, by highlighting how experiences in these spaces are differentiated by age. This paper advances discussions around the impact of austerity on the everyday lives of older people. Due to the timing of this research, it also gives insight into how older people and informal social spaces have been affected by the COVID‐19 pandemic.

Enterprise life cycle, financial technology and digital transformation of banks—Evidence from China

AbstractFinancial technology formed by the combination of digital technology and traditional finance is gradually changing the financial services model. The development of financial technology has influenced the behaviour of commercial banks. It has promoted the innovation of commercial banks. And it has promoted the digital transformation of commercial banks. In this paper, it is intended to explore the relationship between financial technology and digital transformation of banks through positive analysis. As well as to explore how the age of enterprises listed and enterprise life cycle affect the relationship between financial technology and digital transformation of banks. This paper conducts an empirical research on the data of China's A‐share listed banks from 2011 to 2021 using a two‐way fixed effects regression method. The results of the research indicate that financial technology promotes banks' digital transformation. Meanwhile, the age of enterprise listing and enterprise life cycle play a positive moderating role in financial technology promoting banks' digital transformation. In this paper, it is the first time to conduct an empirical research with the number of monthly active users of mobile banking as a proxy variable for digital transformation of banks, which enriches the study of financial technology. It has certain reference value for promoting digital transformation of banks.

The Effect of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as an Intervening for Mobile Banking User

The purpose of this study is to determine the effect of e-Service Quality and e-Trust on e-Loyalty with e-Satisfaction as an Intervening on m-BCA customers. This study uses a quantitative method with a survey instrument. Data was collected using a non-probabilty sampling technique, namely purposive sampling by taking a sample of 150 respondents who had used m-BCA at least three times in the last six months. Then the respondents' answers that have been obtained are processed using the Partial Least Square-Path Modeling method using SmartPLS 3.0 software. From hypothesis testing in this study, the results showed that 1) e-Service Quality has a positive and significant effect on e-Satisfaction, 2) e-Trust has a positive and significant effect on e-Satisfaction, 3) e-Satisfaction has a positive and significant effect on e-Loyalty, 4) e-Service Quality has a positive and significant effect on e-Loyalty, 5) e-Trust has a positive and significant effect on e-Loyalty, 6) e-Service Quality has a positive and significant effect on e-Loyalty through e-Satisfaction and 7) e-Trust has a positive and significant effect on e-Loyalty through e-Satisfaction. This means that e-Service Quality and e-Trust can be improved so that it will have an impact on e-Satisfaction so that it can also have an impact on the e-Loyalty of customers who use m-BCA.
 keywords: e-loyalty, e-satisfaction, e-service quality, e-trust, m-bca

Optimizing Pension Participation in Kenya through Predictive Modeling: A Comparative Analysis of Tree-Based Machine Learning Algorithms and Logistic Regression Classifier

Pension plans play a vital role in the economy by impacting savings, consumption, and investment allocation. Despite declining mortality rates and increasing life expectancy, pension enrollment remains low, affecting the long-term financial stability and well-being of populations. To address this issue, this study was conducted to explore the potential of predictive modeling techniques in improving pension participation. The study utilized three tree-based machine learning algorithms and a logistic regression classifier to analyze data from a nationally representative 2019 Kenya FinAccess Household Survey. The results indicated that ensemble tree-based models, particularly the random forest model, were the most effective in predicting pension enrollment. The study identified the key factors that influenced enrollment, such as National Health Insurance Fund (NHIF) usage, monthly income, and bank usage. The findings suggest that collaboration among the NHIF, banks, and pension providers is necessary to increase pension uptake, along with increased financial education for citizens. The study provides valuable insight for promoting and optimizing pension participation.

Has digital banking usage reshaped economic empowerment of urban women?

Has digital banking usage reshaped economic empowerment of urban women?