E-banking Customer Research Articles

Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?

The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall experiences. Consequently, this study aims to determine the effect of service quality and customer experiences on the level of satisfaction perceived by E-banking customers in Bangladesh. Using a convenience sampling technique and a self-administered questionnaire, we gathered data from 315 E-banking customers. The independent variable (service quality and customer experience) and dependent variable (customer satisfaction) on a five-point “Likert-Type Scale” explain the degree to which participants agree or disagree with the questionnaire’s statements. Covariance-based structural equation modeling (CB-SEM) was utilised to analyse the gathered data. The findings of this study indicate that service quality and customer experience significantly positively affect E-banking customer satisfaction in Bangladesh. The outcomes of this study will urge the banking authorities to prioritize service quality to boost customer satisfaction by suggesting several steps to improve the efficiency, effectiveness, and security of the E-banking system.

Understanding consumer behavior toward adoption of e-wallet with the moderating role of pandemic risk: an integrative perspective

PurposeOver the last few decades, electronic banking has been used widely to manage financial transactions worldwide. More recently electronic wallet (e-wallet) banking has been identified as an innovative mode of e-payment and enhances e-banking customer experience. Although e-wallet banking service is more secure, fast, convenient and cost effective, compared to conventional web-based banking, adoption of e-wallet application is limited among e-banking consumers. To address this issue, the current study has conceptualized task technology fit (TTF) model, diffusion of innovation (DOI) theory and protection motivation theory towards adoption of e-wallet service. Moreover, pandemic risk is studied as moderating factor between the relationship of e-wallet and use of e-wallet banking among banking consumers.Design/methodology/approachThe research design of this study is based on positivism research paradigm. This study is cross-sectional and used deductive level of theory to formulate hypotheses. Research survey was conducted towards e-banking users. For statistical findings research framework is tested with 280 numerical responses. Data are estimated through partial least square structural equation modeling (PLS-SEM) approach.FindingsStatistical results demonstrates that collectively factors underpinned protection motivation theory, TTF and DOI have shown large variance R2 65.7% in adoption of e-wallet. The effect size f2 analysis has revealed that compatibility is one of the most influential factors in determining individual behavior to adopt e-wallet. Similarly, Geisser and Stone Q2 analysis has disclosed substantial predictive power to predict adoption and use of e-wallet service.Practical implicationsTheoretically, this study integrates protection motivation theory, DOI theory and TTF model toward adoption of e-wallet service and hence contributes to information system literature. To practice this, research has suggested that factors such as pandemic risk, perceived severity and compatibility are most influential factors and hence need policy makers' attention to boost e-wallet adoption.Originality/valueThis study is original as the study develops an integrative research model to investigate e-banking user behavior to adopt of e-wallet service. Moreover, pandemic risk is tested as moderating factor between adoption and use of e-wallet which, in turn, enhance the value of this study and directs how to deal with existing and future pandemic crisis.

CUSTOMER TRUST IN E-BANKING DURING COVID-19 PANDEMIC IN BANGLADESH

The purpose of this study is to determine the trust that E-Banking customers possess regarding the effect of customer satisfaction, which depends on the E-Banking infrastructure facility and E-Banking Communication environment. Using stratified random sampling in randomized block design, the response to a survey questionnaire has been obtained from 400 respondents via E-mail and hand-to-hand to know their opinion. Structure Equation Model (SEM) with Kolmogorov Smirnov Test, Shapiro Wilk Test, Mann-Whitney Test, Kruskal-Wallis Test, and Least Significant Difference (LSD) tests are used to determine the factors that affect E-Banking customer trust. It is observed, from this study, that an increased E-Banking communication environment, leads to the enhancement of customer satisfaction, as there is a positive significant relationship. Result also shows bachelor's degree and master's degree holder customers exhibit more trust in the E-Banking process than the customers with a lower level of education. Customers who started e-banking transactions during Covid-19 own more trust value than the customers who started transactions before the pandemic. So, the growth of E-Banking transactions may contribute positively to ensuring sound health in the future and especially in any pandemic situation.

Cultivate customer loyalty in national culture: a meta-analysis of electronic banking customer loyalty

PurposeThis paper presents a meta-analysis of the electronic banking (e-banking) customer loyalty literature in the last 10 years. The study investigated the moderating role of national culture in the relationship between e-banking customer loyalty and its antecedents.Design/methodology/approachUsing a meta-analysis of customer loyalty in 19 countries, the authors incorporated national culture scores based on Hofstede's cultural dimensions to explore how the relative importance of e-banking customer loyalty antecedents varies across cultures.FindingsThe study revealed that national culture moderates the relationship between e-banking customer loyalty and its seven antecedents for four cultural dimensions, yet there was no significant moderation for satisfaction.Research limitations/implicationsThis study reviewed the relationships in the literature on customer loyalty in e-banking contexts, extending and enriching the current knowledge. However, some specific limitations, such as the non-use of qualitative studies and the clipping of adverse concepts, exist in the secondary data and should be considered.Practical implicationsThe results show that the seven antecedents affect e-banking customer loyalty to different degrees. Managers should incorporate cultural factors in e-banking customer management.Originality/valueOnly a few studies have assessed cultural differences in relation to e-banking customer loyalty. The authors address this need by offering deeper insights into how cultural dimensions moderate the relationships between e-banking customer loyalty and its antecedents through a meta-analytical review. The study findings offer managers a new perspective of leveraging the benefits of cultural differences, enhancing their decision-making in international business.

The Relationship Between Satisfaction, Trust and Loyalty in Electronic Banking

Nowadays, the increase of competition has made organizations constantly strive to increase their productivity and reduce their costs. The rapid growth of systems based on electronic technology led to a significant change in banking services. Information technology has made it possible for electronic channels to perform many banking services that were traditionally performed over the counter. Albanian banks are making efforts to provide high-quality products and services to satisfy their customers as well as to increase customers’ trust and loyalty to banks. The purpose of this study is based on the current state of e-banking in Albania to measure the impact that trust and loyalty have on the satisfaction of e-banking customers. The study is based on primary data collected by the administration of 400 questionnaires in Gjirokastra region. The data were analyzed using regression analysis and analysis of variance components, which resulted in both variables included in the model to be statistically significant, but among the above two factors the most important turned out to be trust, because according to the model if trust improves by one degree then satisfaction is expected to increase by 0.39 degrees. Albanian banks need to consider this effect of trust and loyalty on e-banking customer satisfaction, striving to increase them.

Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe

PurposeThe purpose of this article is to investigate the factors that explain the reasons why customers may be willing to use chatbots in Zimbabwe as an e-banking customer service gateway, an area that remains under researched.Design/methodology/approachThe research study applied a cross-sectional survey of 430 customers from five selected commercial banks conducted in Harare, the capital city of Zimbabwe. Hypotheses were tested using structural equation modelling.FindingsThe research study showed that a counterintuitive intention to use chatbots is directly affected by chatbots' expected performance, the habit of using them and other factors.Research limitations/implicationsTo better appreciate the current research concept, there is a need to replicate the same study in other contexts to enhance generalisability.Practical implicationsChatbots are a trending new technology and are starting to be increasingly adopted by banks and they have to consider that customers need to get used to them.Originality/valueThis study contributes to bridging the knowledge gap as it investigates the factors that explain why bank customers may be willing to use chatbots in five selected commercial Zimbabwean banks. This is a pioneering study in the context of a developing economy such as Zimbabwe.

E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria

The study examines the connection between Electronic Banking service quality and customer satisfaction. The study used a survey research approach. 344 participants were selected randomly for the study. The data from 302 respondents suggest that E-banking service quality dimensions (innovation, technology competence, reliability and tangibility jointly influence customer satisfaction. Further, innovation, technology competence, reliability and tangibility had positive and significant effects on customer satisfaction. All four hypotheses were supported. We, therefore, conclude that deposit money banks must optimise their E-banking service to improve customer satisfaction.

E-Banking Service Quality and Customer Satisfaction: An Exploratory Study on India

E-commerce has revolutionised the entire business economy. With benefits such as hassle-free, quick and real-time banking, internet banking offers immense benefits to today's consumers. In spite of these benefits, online banking still lacks far behind the number of online users in India. To ensure greater participation in online banking, banks need to understand customer's perception towards e-service quality. Customers perceive these services as quality attributes. The study attempts to examine the determinants of e-banking service quality and their impact on customer satisfaction. Based on convenient sampling, the study used primary data of two private sector banks in Delhi region to produce a 5-factor structure. The exploratory factor analysis produces dimensions of efficiency, trust, fulfilment, responsiveness and systems critical to e-service quality satisfaction. Regression results show trust and privacy as the most critical factor influencing e-banking service quality perceptions. Further, the study provides theoretical and managerial recommendations for increasing online banking adoption and improving overall customer satisfaction. Limitations and future scope of research are further discussed.

Gender, E-Banking, and Customer Retention

This research seeks to investigate the role of gender in the relationship between e-banking dimensions and customer retention. A measure of the key constructs was developed based on prior research. A survey approach was adopted to gather the research data. The study is guided by the social script theory. Gender plays different roles in the relationship with e-banking dimensions and customer retention. The study provides critical evidence to support the social script theory, such that gender moderates the relationships between convenience, website design and customer retention. The study aids managers of banks to recognize e-banking components that are not affected by gender and those that are ingrained. This has implications for e-banking segmentation strategies and tactics. Gender issues are important to the local and national economies, and also the global community. The study is focused on a specific industry and thus curtails our understanding in other sectors of the economy.

A study on “E-Banking Usage and customer Satisfaction” with reference to Commercial banks in Himachal Pradesh

A study on “E-Banking Usage and customer Satisfaction” with reference to Commercial banks in Himachal Pradesh

An Integrated Technical and Marketing Approach to E-Banking Customer Satisfaction

The use of e-banking services has increased competition for on-line customer satisfaction. Previous research works were done basically in terms of customer satisfaction from either the marketing or technical perspective. While each viewpoint has helped to improve understanding of online customer satisfaction, a framework to unify these views is lacking from the current literature. This study explores customer satisfaction of e-bank service via the integrated technical and marketing perspectives. The data collected from a total of 150 on-line e-bank customers were analyzed to test the hypotheses formulated using SPSS statistical package. Reliability analysis, descriptive and regression analysis were performed. There are seven main variables of marketing and technical factors. The results indicated that although these factors do have a tremendous influence on customer satisfaction, however, not all of them exert the same effect. Therefore, it is very important for researchers to take an integrative approach to determine customer satisfaction with e-bank online. The results of this study offer ideas on further enhancing e-bank customer satisfaction by improving technical and marketing of customer service.

A socio-technical perspective on social media adoption: a case from retail banking

Purpose – While technology continues to make a dramatic and profound impact in service industries and radically shapes how services are delivered relatively little is understood about the impact of advancing technology on customers; their expectations, perceptions and behaviours. As banking enters an increasingly digitised world this study reports on the views of 667 e-banking customers with respect to the perceived potential of social media to add value in retail banking relationships. The purpose of this paper is to propose that in order to realise this opportunity requires the case bank to embrace the second-order level changes required within socio-technical theory (STT) in order that such value can be co-created between the relational parties. Design/methodology/approach – Using the lens of STT to interpret the findings drawn from the case bank’s e-banking customer base (n=5,500), it is argued that social media has the potential to fundamentally change customer-bank relationships and to add value to the way in which the parties interact with each other into the future. A survey methodology was adopted. Findings – The findings presented indicate a wide spectrum of customers actively using transactional e-banking solutions in the case bank. The findings showed that those in the 15-30 age group saw “real-time/up-to-date information” as the main gain of their bank being on Facebook while their older colleagues in the 31-60 age group had a desire for different returns (“competitions, events”). That the analysis showed that age was the only significant determinant of Facebook appropriateness for the case bank, and in the context of the age-related preferences outlined above, the issue of segmentation is strongly highlighted. Originality/value – This study contributes to the academic domain through a rare application of STT in a service context, offers implications for practice and highlights important areas for future research, inter alia; the role for new media in banking relationships, the impacts of new media on bank staff roles, where value now accrues in bank-customer communication, where social media fits in the promotional mix and relational strategies of banks and what are the issues emerging at the social-technical interface between both customers and staff and new technology and media.

What Keeps the E-Banking Customer Loyal? A Multigroup Analysis of the Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry.

At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one.This paper investigates the importance of antecedents of online loyalty such as trust, quality of the Web site, quality of the service and overall satisfaction. Rather than investigating which factors drive customers to use online banking instead of offline banking, this paper addresses the problem of how to keep customers online and loyal to a specific supplier.A survey among more than 2,000 customers of an Austrian online bank was conducted and a structural equation modeling approach was used to gain important insights into how customer retention in the online banking business can be ensured. Satisfaction and trust were identified as important antecedents of loyalty. Additionally, the moderating role of consumer characteristics (gender, age, involvement, perceived risk and technophobia) was supported by the data.

E-Banking Service Quality and Its Relationship with Customer Satisfaction at Mehr-Eqtesad Bank in Khuzestan

The main purpose of this study was surveying relationship between e-banking service quality and customer satisfaction. The population was MehrEqtesad Bank in Khuzestan. We determined the amount of the sample size with the used of Cochran sampling method which the statistical sample is 384 of these customer which have been selected through the simple random sampling method. To gathering of data, we used a questionnaire. The e-banking service quality questionnaire with 24 items and customer satisfaction questionnaire with 8 items. Questionnaires reliability was estimated by calculating Cronbach’s Alpha. In order to analyze the data resulted from collected questionnaires deductive and descriptive statistical methods are used. The results Kolmogorov-Smirnov Test shows the test distribution is Normal. So we can use Pearson Correlation test the hypothesis of the research. Findings show that all dimensions of e-banking service quality (efficiency, reliability, supply order, privacy policy, accountability, compensation, contact)have a high relation with customer satisfaction at MehrEqtesad Bank in Khuzestan

Evidence on E-Banking Customer Satisfaction in the China Commercial Bank Sector

The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website quality have direct and significant effect to e-banking quality in the Chinese commercial banking industry. Besides this, the authors found that website quality is positively related to e-banking customer satisfaction. Finally, it is observed that efficiency, interactivity, security, information, ease of use and content are key factors to affect customer satisfaction in the e-banking service. After the validation of measurement scales, the hypothesis is contrasted through structural modeling. The authors validate the hypothesis and a measurement model. The paper proposes a model for analyzing empirically the link between website quality and e-banking customer satisfaction in Chinese e-banking industry.

A Study Of Customer Interface In E-Banking In China

With the accession of China to the World Trade Organization (WTO), banking in the country is anticipated to be fully liberalized by 2007. Banks in China are accordingly reforming their businesses, in order to address challenges from foreign banks and to compete effectively in a liberalized economy. Banking on the Internet is frequently considered by the financial industry as a critical differential in a global economy. This study explores Web sites of key Chinese banks on building blocks of e-Banking customer interface, consisting of context, content, communication, connection, community, customization and commerce, and evaluates the readiness of China for 21st century competitive e-Banking. The study contributes insight that can benefit business directors in banks in China in attempting to improve their e-Banking strategy in the growing global market.

E-Banking Practices and Customer Satisfaction - A Case Study in Botswana

Banks' external environment, including globalization and deregulations, have made the banks highly competitive. Banks find it difficult to compete on price, and need to look at other ways to retain customers. As customers become more sophisticated, it becomes banks essential to consider the use of technology to respond to their continuously changing requirements. After conducting this research, it is clearly seen that delivery channels are lacking in meeting the demands of the customer by not making them aware of e-banking and using obsolete or not too up-to-date technology. The problem statement is solved. The hypotheses are tested and show that there is a relationship between age group, occupation type and some aspects of e-banking. The responses obtained for the acceptance of the electronic age were unanimous as the banking industry strongly feels that it must adapt to the electronics age if they are to move with time and customer demands and not be left behind. I would thus conclude that banks should drown themselves in all the intricacies regarding e-banking to determine ways that will affect the customers in Botswana and use it to their maximum benefit.

Clustering e-Banking Customer using Data Mining and Marketing Segmentation

In Thailand e-banking has been offered by various financial institutes including Thai commercial banks and government banks. However, e-banking in Thailand is not widely used and accepted as in other countries. Accordingly, the study of e-banking is scantly due to the limitation of data confidentiality. This study uses data mining techniques to analyse historical data of e-banking usages from a commercial bank in Thailand. These techniques including SOMS, K-Mean algorithm and marketing techniques-RFM analysis are used to segment customers into groups according to their personal profiles and e-banking usages. Then Apriori algorithm is applied to detect the relationships within features of e-banking services. Typically, results of this study are presented and can be used to generate new service packages which are customised to each segment of e-banking users.