Bank Customers Research Articles

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dalam Perbankan Syariah Di Provinsi Lampung Pada Tahun 2023

This research was carried out in order to understand the impact of service quality on Sharia Banking customer loyalty in Lampung Province in 2023. This research is classified as quantitative research with an emphasis on calculation results. The results of the reliability testing carried out obtained results with a service quality variable with an Alpha Coefficient of 0.949 and a customer loyalty variable with an Alpha Coefficient of 0.842. The questionnaire was distributed to a total of 100 research subjects. The calculated t value of the service quality variable is 1,247. This explains that the calculated t is greater than the specified t table value (4.153 > 1.989), meaning the result is a positive significance level of 0.000 which is smaller than 0.05. So the alternative hypothesis (Ha) can be accepted, while the null hypothesis (Ho) can be rejected. So it can be concluded that there is a positive impact between service quality and Sharia Banking customer loyalty in Lampung Province in 2023.

A Study of the Effect Automatic Teller Machine Banking on Customer Satisfaction: The Case of Zambia National Commercial Bank

This research investigates the impact of ATM banking services on customer satisfaction, utilizing an exploratory approach to evaluate the satisfaction levels of ZANACO ATM services in the Lusaka District. The specific objectives include assessing the availability, performance, security, and challenges faced by customers when using ZANACO ATM systems. The study focused on customers of ZANACO Bank in the Lusaka District, with a sample size of 150 customers representing various customer profiles. The study findings indicate that while ZANACO ATM services are generally available, there is some disagreement among respondents regarding the accessibility of these ATMs. Despite favorable ratings for performance, participants expressed concerns about long queues, transaction errors, and occasional cash shortages at ZANACO ATMs. Regarding security, respondents generally agreed that ZANACO ATMs are secure; however, challenges such as failed transactions, delays in resolving issues, and instances of ATMs running out of cash were identified. Furthermore, the study revealed no significant variations in results based on individual characteristics such as gender, age, education level, or customer tenure with the bank. Recommendations for ZANACO Bank include enhancing customer mapping strategies to improve ATM service accessibility, promptly addressing failed transactions (especially VISA transactions), and ensuring consistent availability of cash in all ATMs to minimize customer inconvenience.

A Study of E-Banking Services in Public Sector Banks in India

Bankers in India provide ease of service by utilizing information technology for safe and appropriate transaction services. With this paradigm change in view, this research paper embodies the analysis of three dimensions/factors of e-banking: accessibility, convenience, and security, and the impact of these factors on customer satisfaction. The study is based on the secondary and primary data collected with a structured questionnaire from 165 respondents in the vicinity of the district of Palwal, Haryana. The public sector banks and respondents were selected using the criteria of the convenience sampling method. The data was collected on 17 statements of inherent three dimensions on a 5-point Likert scale and three statements of customer satisfaction dimension. The collected data was subjected to inferential statistics and dimension reduction/factor analysis. The results indicate a positive contribution of three latent variables towards the overall satisfaction of customers of public sector banks in India.

An overview study of bank customer classification

Under the trend of combining the banking industry with the Internet, bank customer classification based on data analysis is important for enterprises to conduct accurate marketing and thus increase revenue. Based on the current situation, this overview study takes banking customer classification as the theme, examining the relevant research in this field between 2013 and 2023. The characteristics of customer classification in this industry, the focuses of existing research, and the future direction of attention are summarized. Due to the large volume and relative multidimensionality of customer data involved in the banking industry, most of the classification models are built on the basis of the standard model, which is improved to make the operation more efficient and accelerate the speed of convergence. On this basis, this paper proposes that bank customer classification should be improved in the algorithmic model while pay more attention to its operating effect based on real-world scenarios. Meanwhile, feature engineering, which plays an important role in data mining, is attracting attention, and more research may be carried out in this direction in the future. In addition, the research on customer segmentation dynamics is important but seldom addressed, which is an area for deeper cultivation.

Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

This paper aims to evaluate customer perceptions regarding the benefits generated by sustainability 4.0 in the banking sector through a survey. A structured questionnaire was developed with 55 factors divided into economic, social, and environmental dimensions. A total of 90 questionnaires were collected. Descriptive statistics and Kendall’s coefficient of agreement were used with the intention of measuring the degree of agreement or disagreement between bank customers’ responses. The results indicated a positive perception of customers regarding the relationship between sustainable practices and economic, social, and environmental aspects, with a relatively high agreement. The best-rated benefits were related to economic and environmental aspects, such as reducing service time and efficient use of digital resources. However, there was a diversity of opinions regarding social aspects, with some issues receiving lower ratings, especially related to the permanence of employees and the autonomy of elderly customers. This suggests concerns about the impact of technology on maintaining banking jobs and the accessibility of financial services for specific groups, such as the elderly. It is concluded that by focusing on customer perception, the study offers a holistic view of the implications of sustainability 4.0, going beyond traditional analyses focused on organizations.

Unravelling the Urban Co-operative Bank Crisis in India examining the Socio-economic and Psychological Impact on Customers

The Urban Co-operative Bank (UCB) crisis has emerged as a significant challenge in the financial landscape. This study aims to unravel the complexities of the crisis, focusing on its origins, progression, and the subsequent repercussions on both a socio-economic and psychological level for the bank's customers. The research employs a multi-dimensional approach to analyze the extent and nature of the crisis. Financial data, regulatory reports, and customer interviews will be utilized to assess the economic impact, including financial losses, disrupted transactions, and potential long-term financial consequences for the affected individuals. Utilizing psychological surveys and interviews, the research seeks to uncover the emotional and mental health implications of financial uncertainty, loss, and disrupted trust in financial institutions. Understanding the psychological dimensions is crucial for designing effective interventions and support mechanisms for affected individuals.

A legal approach to the protection of customers of banks and other financial institutions from identity theft in Nigeria

Although identity theft is not a new phenomenon in the banking industry, the internet, the use of databases in storing customers’ personal information as well as the ubiquitous nature of online transactions have heightened the issues of security and privacy concerns of bank customers. Of significant note is the increase in the risk of customers’ exposure to identity theft and the opening of the floodgates for unscrupulous and criminally minded persons to harvest customers’ personal information for fraudulent purposes with its attendant financial loss and reputational damages. This article examines identity theft within the banking and financial sector and the adequacy of the regulatory measures that have been deployed to combat it in Nigeria and the United Kingdom. It is contended that, despite the available legislation on identity theft in Nigeria with copious provisions to prosecute identity theft and the constitutional guarantee given to the privacy of citizens, the right to privacy of the citizens is still being constantly violated by identity thieves through unauthorised access to and damaging use of personal and financial data of unsuspecting victims. The article concludes that though, like any other crime, identity theft cannot be completely eradicated, it requires the concerted efforts of all relevant stakeholders to reduce its incidence to the barest minimum within Nigerian society.

Pengaruh Pengetahuan, Tingkat Pendidikan, dan Pendapatan Terhadap Preferensi Nasabah Dalam Mengambil Keputusan Menjadi Nasabah Bank Konvensional

The purpose of this study is to analyze the influence of knowledge, education level, and income on customer preferences in making decisions to become Conventional Bank customers. The sample used was 50 customer respondents from PT. Bank Central Asia, Tbk. The data used in this study was obtained from the results of filling out questionnaires by respondents. The research method used in this study is quantitative. The results showed that: (1) there was an influence between knowledge and preferences with a significant value of 0.000 < 0.05; (2) there is an influence between education level and preference with a significant value of 0.044 < 0.05; (3) there is an effect between income and preference with a significant value of 0.016 < 0.05; and the results of the submission of the coefficient of determination showed an R square value of 0.708 which means that as many as 70.8% of variables are bound to preferences for independent variables, namely knowledge, education level, and income while other factors 29.2% are influenced by other factors that are not studied.

CHALLENGES IN THE IMPLEMENTATION OF MUDHARABAH FINANCING IN THE ISLAMIC BANKING INDUSTRY

In recent decades, the proliferation of Islamic banking has rendered it a significant entity in the global financial arena, captivating numerous entrepreneurs and businesses with its ethically distinctive financing alternatives. Several Islamic financial institutions adhere robustly to the profit-sharing principle, notably via mudharabah, in product financing. This research paper explains why mudharabah contracts are used in Islamic banking products, focusing on financing schemes, literacy, and the lack of equal access to information. Moreover, within the context of Islamic FinTech, this research highlights high business risk as a pronounced impediment to the efficacious implementation of mudharabah. In addition, this study offers a rigorous analysis of the issues and challenges endemic to mudharabah financing, venturing into perspectives from regulators and Islamic bank customers. This paper utilized a literature review methodology, and data extracted from relevant literature is systematically analyzed to evaluate mudharabah products as a viable business financing model. Conclusively, the insights derived from this research are positioned to formulate strategic recommendations, fostering advancements in implementing mudharabah contracts within Islamic product financing.

Analisis Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Bank BSI KCP Imam Bonjol Meulaboh

The development of information and communication technology requires the banking industry to compete tightly in product innovation and electronic banking services. BSI Mobile banking has experienced complaints from people throughout Indonesia. Then, to overcome this problem, BSI informed that system maintenance was being carried out on the e-Channel service and it would return to normal. This research was studied to determine customer satisfaction so that the bank can improve the quality of BSI KCP Imam Bonjol Meulaboh Mobile Banking services, using concepts or ideas (Cronin & Taylor, (1994) to measure customer perceptions of service quality, five dimensions were used, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (insurance) and empathy (empathy). This research method, namely a quantitative research method. The results of this research explain that There are two variables that have a significant effect on customer satisfaction, and there are three variables that have no effect on mobile banking customer satisfaction at BSI KCP Imam Bonjol Meulaboqmaqlevel of satisfaction of mobile banking customers at BSI KCP Imam Bonjol Meulaboh are reliability, assurance and emphty.

Phishing attacks: An analysis of the victims’ characteristics based on administrative data

Using administrative data on phishing attacks targeting almost 150,000 Italian- and German-speaking customers of an Italian bank in 2022–23, we investigate how individual characteristics are associated to the likelihood of victimization. We find that younger customers and Italian speakers are more likely to be victims of phishing, while we find no differences in terms of gender or size of the place of residence.

Customers emotional intelligence and satisfaction: The mediation of bankers emotional labour

Purpose: There is high competition in the Nigerian banking system, with banks challenged by engaging in best practices that will lead to customer satisfaction. This study examines the effect of customers’ emotional intelligence on their satisfaction with selected banks in Nigeria operating in Jos, Plateau. It also assesses customers’ perceptions of banker emotional labor as a mediating factor. Research Methodology: Sample for the study was 341 drawn from customers of Access, UBA, and GT Bank within Jos Metropolis who completed a survey on emotional intelligence, perceived emotional labor, and customer satisfaction. Results: The study found a significant relationship between perceived emotional labor and customer satisfaction and between emotional intelligence and perceived emotional labor. The relationship between emotional intelligence and customer satisfaction is not significant. However, emotional labor was found to be a full mediator in the relationship between emotional intelligence and customer satisfaction. Limitations: There is a limitation in sample size in the study. The actual number of customers from the three banks could not be ascertained. Contribution: The study concluded that bank customer satisfaction is a product of high emotional intelligence when these customers also have a high perception of emotional labor. It is recommended that banks provide brief emotional intelligence training tips for their customers. Novelty: The study has shown that as much as employee emotional intelligence is important to customer satisfaction, customers’ EI is as important. Keywords: Customers, satisfaction, emotional intelligence, emotional labour

Bank Customer Churn Prediction Using SMOTE: A Comparative Analysis

In today's market, customers have a plethora of options available to them when deciding where to invest their money. Consequently, customer churn and engagement have emerged as prominent concerns. With an increasing number of service providers targeting the same customer base, it is imperative for providers to understand evolving customer behavior and heightened expectations to retain their clientele. Numerous studies have addressed the issue of customer churn, with data mining frequently employed to predict bank customer attrition. While many researchers have proposed various approaches for predicting customer churn, some machine learning (ML) algorithms have struggled to deliver the required performance in identifying customer churn accurately most especially when the dataset is imbalance data. Therefore, this paper presents an application of Synthetic Minority Over Sampling Technique (SMOTE) on bank churn dataset. The SMOTE algorithm was employed to address the problem of data imbalance and Genetic Algorithm (GA) was applied to select most informative features from the original dataset. The selective features were evaluate using four (4) different classification algorithms: Random Forest (RF), K-Nearnest Neighbor (KNN), Artificial Neural Network (ANN) and Adaboost algorithms. The KNN model demonstrated superior performance compared to other models in terms of accuracy (96%), precision (96%), and F-measure (96%) respectively. Furthermore, we compared our results with existing models that utilized the same dataset, and our proposed strategy outperformed them.

Examining the Role of FinTech Services on Customers Retention of Islamic Banks in Pakistan: An Empirical Assessment

The objective of this research is to examine the influence of several variables, such as fintech payments, advisory services, and fin-tech financing, on the retention of customers in Islamic banks. The researcher used quantitative research design and positivistam philosophy to conduct this research. The target population comprises Islamic banking customers, with the sample drawn from 300 individuals holding accounts in the Punjab province of Pakistan. Data collection was facilitated through an adopted questionnaire administered to respondents. The findings reveal a significant impact of FinTech Payments, Advisory Services, and FinTech Financing on customer retention within the Islamic banking industry, showcasing the importance of these elements in shaping customer loyalty. This study stands out for its comprehensive examination of various facets related to FinTech and their direct and indirect effects on customer retention within the unique context of Islamic banking. However, it's crucial to acknowledge a limitation regarding the generalizability of the results beyond the studied population. Despite this constraint, the research offers valuable insights for Islamic financial institutions aiming to bolster customer retention through strategic utilization of FinTech-related elements and the cultivation of trust among their clientele. By embracing these findings, Islamic banks can enhance their customer relationship management strategies and maintain a competitive edge in the evolving financial landscape.

Analysis of factors influencing non-Muslims to become customers of Islamic banks

The growth of Islamic banking has begun to infiltrate many sectors of society, attracting the desire of non-Muslim communities to become customers of Islamic banks. The purpose of this study to determine what factors can influence the decisions and interests of non-Muslim communities to become customers in Islamic banks. The sample used in this study amounted to 75 non-Muslim respondents in the Ungaran area with a random sampling technique. The method used is Moderated Regression Analysis. The results show that products and promotions harm decisions, word of mouth and interest have a significant positive effect on non-Muslim community decisions, products and promotions have a positive effect on interest for non-Muslim communities, word of mouth negatively affects interest, interest can mediate products with decisions, interest cannot mediate promotion and word of mouth on decisions.

Analisis Faktor yang Berpengaruh Terhadap Kepercayaan dan Kepuasan Nasabah Pengguna Mobile Banking

Technology has made banking more user-friendly. Mobile banking a type of internet banking uses mobile devices to conduct financial transactions. Mobile banking makes banking easier and faster. To meet consumer expectations and build trust, loyalty, and happiness, mobile banking must be of high quality. Digital banking customers prioritize privacy and security, therefore banks must address these concerns. To reduce these concerns and retain customers, banks must provide excellent service. The purpose of this study is to analyze the effect of the overall trust dimension in explaining the mediator role of the trust variable in shaping customer satisfaction. Before the research, validity and reliability tests were carried out on each statement using Structural Equation Modeling (SEM) PLS. In this study, 165 government bank customers in Indonesia were involved as respondents. Based on the results of research that has been conducted, there is a significant positive influence between service quality, information quality, system quality, Structural assurance, Task Characteristic, Perceived of usefulness, Perceived ease of use on customer trust. This influence shows that the better customer trust, the higher customer satisfaction. Improving system quality, information quality, in mobile banking services will help companies strengthen customer trust and increase perceptions of service usefulness, leading to more positive and effective interactions.

Influence of innovation diffusion factors on non-users’ adoption of digital banking services in the banking 4.0 era

Purpose This study aims to study the factors that drive non-users of digital banking services rendered by Islamic banks in Malaysia towards their adoption of digital services in the banking 4.0 era using the innovation diffusion theory (IDT), also known as the diffusion theory of innovation (DOI). Design/methodology/approach IDT theory and literature on intention to adopt digital bank services were reviewed in a bid to contribute to the factors that drive non-users to adopt digital banking. Findings The review suggests that the adoption of digital banking is determined not only by perceived relative advantage, and perceived compatibility but also by additional factors in IDT theory, which are technology self-efficacy and perceived expected benefits. On the contrary, perceived complexity does not turn out to be a factor of digital banking adoption. Research limitations/implications Considering this paper in terms of the limited scope of the theory rendered and the context, it should be given proper attention when interpreting future outcomes when further investigations are brought into play in terms of population and sampling method. Practical implications This paper serves as a guide to ensure the better planning of non-users’ adoption factors related to Islamic bank customers in both theory and practice. Originality/value DOI is extended in the context of digital banking, as evidenced by empirical results, and literature shows that IDT integrated with the technology self-efficacy model is yet to be proposed in the digital banking adoption by Islamic bank customers. Additionally, variables, namely, perceived expected benefits and technology self-efficacy, are proposed in IDT’s existing model. Current findings will therefore serve as a relevant reference for digital technology specialists, policymakers, Islamic banks’ IT managers, academicians and future researchers.

The Influence of E-banking on the Financial Performance of Kenyan Commercial Banks

Aims: The mobile and internet revolution has influenced creation and delivery of financial services leading to more innovative ways of linking customers and partners. Electronic Banking (e-banking) has opened up a new channel of banking resulting in new capabilities for banks as intermediaries. The research questions that the study sought to answer include, the role of mobile banking on the financial performance in Kenyan commercial banks, the effect of Electronic Funds Transfer (EFT) on the financial performance of Kenyan commercial banks.
 Study Design: The research adopted descriptive design with quantitative data approaches.
 Place and Duration of Study: The target population was made up of 24 Kenyan Commercial Banks in the North Coast region of Kenya with a total of 240 employees. These banks are top tier lead brands listed in the stock exchange in the banking sector in Kenya between December 2022 and July 2023.
 Methodology: Strata of top management (section heads), middle managers (branch managers and super agents) and operational employees (lower cadre employees & credit officers) provided 72 respondents. Both secondary and primary data sources were used with the self-administered questionnaires containing both open and closed ended questions. Data analysis included descriptive statistics, correlation and multiple regression on a model of Y = 1.518+ 0.438 X1 + 0.136 X2 + ε.
 Results: The correlation of the independent variables and the dependent variable was high and positive at 0.697 and 0.573 for mobile banking and Electronic Funds Transfer on financial performance respectively. The value of the adjusted R squared was found to be 0.654. The value of F-statistic was found to be 44.919 and it p-value 0.000. The regression coefficient of mobile banking was found to be 0.438 with a t-statistic value of 6.126.
 The regression coefficient of EFT was found to be 0.136 with a t-statistic value of 6.182.
 Conclusion: There is a strong relationship between mobile banking, EFT and financial performance of commercial banks in Kenya. M-banking has significantly reduced operational costs while EFT has increased the number of daily transactions. The study established that the popularity of m-banking has is due to the intensity of technology penetration of mobile phones to bank customers which has resulted in the number of customers registering for m-banking services to increase in the last five years. Commercial banks have also experienced increased ROA and growth in market share with adoption of e-banking.

Legal Protection For Sharia Banking Customers

Abstrak Tujuan: Penelitian ini bertujuan untuk menganalisis perlindungan hukum yang diberikan kepada nasabah perbankan syariah dalam kerangka hukum yang berlaku. Tujuan utama penelitian ini adalah untuk mengidentifikasi kejelasan dan keefektifan kerangka hukum yang mengatur transaksi perbankan syariah, melibatkan analisis terhadap aspek-aspek seperti transparansi, hak dan kewajiban nasabah, serta penanganan sengketa. Metode – Penelitian ini menggunakan metode library research untuk mendalami dan menganalisis perlindungan hukum terhadap nasabah perbankan syariah. Hasil – Hasil penelitian menunjukkan bahwa perlindungan hukum terhadap nasabah perbankan syariah memiliki peran krusial dalam menjaga keadilan dan keamanan transaksi finansial berbasis syariah. Ditemukan bahwa kerangka regulasi yang jelas dan proaktif diperlukan untuk memberikan kepastian hukum bagi nasabah, sekaligus mendorong pertumbuhan sektor perbankan syariah. Selain itu, perlindungan hukum terhadap nasabah juga perlu mencakup mekanisme penyelesaian sengketa yang efektif dan efisien, guna meminimalkan potensi ketidakharmonisan antara pihak-pihak yang terlibat. Originalitas (Novelty) - Penelitian ini memfokuskan perhatian pada hukum serta hak dan kewajiban nasabah dalam kerangka perlindungan hukum terhadap nasabah perbankan syariah. Implikasi – Penelitian ini memiliki implikasi praktis yang berpotensi meningkatkan perlindungan nasabah perbankan syariah melalui perbaikan kebijakan dan prosedur, mencakup perluasan mekanisme penyelesaian sengketa yang dapat diakses dengan mudah oleh nasabah, seiring dengan promosi transparansi dan edukasi kepada mereka tentang hak dan kewajiban mereka dalam transaksi perbankan syariah. Sementara juga memberikan kontribusi teoritis terhadap pemahaman lebih dalam tentang dimensi hukum dalam konteks perbankan syariah.

The Investigation of Preference Attributes of Indonesian Mobile Banking Users to Develop a Strategy for Mobile Banking Adoption

A new normal has been established as a result of the effects of the COVID-19 pandemic on social behavior, technology, and business. This has a significant effect on how technology is used, such as mobile banking services, which offer more hygienic and secure payment alternatives than cash. Mobile banking has been viewed as having the ability to enhance access to unbanked customers in developing economies such as Indonesia, where 100 million people remain unbanked. This study aims to develop strategies using importance-performance analysis (IPA) to improve adoption based on the perceived importance and performance of 1441 mobile banking users during the COVID-19 pandemic. Data were collected using an online questionnaire administered during the period of September 2022 to March 2023 using the mobile banking adoption attributes of Attitude, Perceived Usefulness, Perceived Ease of Use, Compatibility, Subjective Norm, Interpersonal Influence, External Influence, Perceived Behavior Control, facilitating conditions, self-efficacy, firm reputation, trust, disease risk, performance risk, financial risk, privacy risk, time risk, psychological risk, and perceived risk. IPA results were divided into four quadrants: “concentrate here”, “keep up the good work”, “low priority”, and “possible overkill” with a representation that respondents regard as important and well-addressed. The findings show that bank strategists seeking competitive advantage must push innovation efforts to protect users by improving privacy risk and financial risk and enhancing mobile banking security from potential cyberattacks. Digital banks and associated institutions need to educate mobile banking customers on the benefits of security measures for these services, which may improve confidence and trust, and consequently, accelerate mobile banking adoption.