Electronic Delivery Channels Research Articles

A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING SERVICES WITH SPECIAL REFERENCE TO AXIS BANK IN RAMANATHAPURAM TOWN

In traditional banking, the products and services handed by bank branches are not acceptable to meet the customer needs and solicitation. Customers are the king in any business. Every business should know the customer perception and satisfy their requirements.Customers are precipitously more demanding with precious services customized to their exact requirements, at least bring and instantly done. It is possible by the use of Information technology in banking sector.In Moment's script E-Banking service plays a vital part in attracting new customers and retaining old customers. Without e-banking service no banks can survive in this competitive banking business.E-Banking means the provision of information about a bank and its services through a home runner on the World Wide Web (WWW).E-Banking services give customer access to accounts, the capability to transfer their plutocrat between different accounts, and making payments or applying for loans through E- Channels. Electronic Banking is else called as Internet Banking or Virtual Banking or Online Banking or Web Banking.E – Banking is the medium and rearmost delivery channel to be offered by the retail banks.It handed number of benefits to customer in term of easy to use and at least cost of deals;it may be either through internet, telephone or other electronic delivery channels. Nationalization was a structural change in the performance of marketable banks which redounded in to the emergence of public sector banks. Privatization leads to the emergence of private sector banks and globalization which eased the entry of foreign banks in India. This super study helps to know the satisfaction position of customers towards e – banking services handed by Axis Bank in Ramanathapuram Town.Then E – Banking services includes ATM service, POS using benefit card and credit services, mobile banking and EFT etc.

A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City

The banking industry has been developing by using Internet banking as a well-organized and practicable tool to create customer value. In the banking sector, different electronic delivery channels are increasingly used for delivering banking products and services that convenient for the customers at a low cost. Internet Banking (IB) is one among them in the banking sector. It is one of the smart services offered by traditional banks to offer speed and reliable services to online users. With the fast development of computer-based technology, the Internet Banking can draw more customers to perform banking dealings in related banks. However, the main issue of Internet banking faced by bankers is that a large number of banking customers are not ready to usethe Internet banking services offered by banks. This happens due to the services offered through Internet banking is yet to encourage its customers. Customer satisfaction is an important factor that helps the banks to maintain competitive advantages. Therefore, this study is to observe the factors that influence the customers’ satisfaction towards Internet banking. The study concentrates on the following factors that can influence customers’ satisfaction toward Internet banking, which include services, web design, security, and convenience. The sample size taken for the study was 100 respondents who provided valuable feedback to pertain to the above factors that influence customers’ decision to use Internet Banking.

Enhancing Customer Retention through Electronic Service Delivery Channels in the Nigerian Banking Industry

Successful customer retention consists of more than just giving the customer what they expect. Electronic service delivery channels have become a means through which banks achieve their objectives of business renewal and providing effective and efficient services. The main objective of this study is to examine the effect of electronic service delivery channels on customer retention in the Nigerian banking industry. The study made use of a sample of 235 employees from some selected banks in Asaba Metropolis in Delta State, Nigeria. Cross sectional survey research design method was adopted, and the statistical tools used comprised simple percentage, correlation and multiple regression analysis. Findings showed that point of sales service exhibited the relatively highest positive effect on customer retention. It was also revealed that online banking service, point of sales service and mobile banking have significant relationships with customer retention. The study concluded that the demand for POS technology seems currently high, however banks are now taping into this opportunity by making POS available at all times, so as to reduce queuing time in the bank and give customers convenience and control. It is therefore recommended that banks should collaborate with internet service providers because it will enable banks to better control quality of service as well as enhance user’s accessibility.

Customers’ Assessment on ATM Services in Bangladesh

E-banking implies provision of banking products and services through electronic delivery channels. The study was designed to investigate ATM services in Bangladesh, its impact on social life and security of ATM accounts. The main objective of present study is to find out the practice, impact and security status of ATM booths in Bangladesh. The investigation was concentrated in various divisions, districts and towns in Bangladesh. The sample consisted of 120 bankers and bank customers, were selected purposively from various territory. Out of 120 respondents, 38 bankers and 72 bank customers who use ATM card have given their opinion on many issues of ATM accounts. Data was collected using questionnaire administrated by the researcher. Data were processed through micro computer using Statistical Package for Social Science (SPSS). From the analysis of data the following major findings were obtained i. ATM card holders in Bangladesh feel insecurity from hijacker to withdraw and deposit money from ATM booths and all the ATM booths of Bangladeshi banks are not in safe position.

Security of E-Banking in Bangladesh

E-banking implies provision of banking products and services through electronic delivery channels. It permits anytime, anywhere and any how banking. It offers easy, faster, convenient, low cost banking services around the clock. Security has been recognized as a capital component of electronic banking industry. The main factor of e-banking practice and security are different from traditional banking services because of uncertain nature of the online environment. Every steps in the online banking activities are secured by one or more security mechanisms. This paper discusses the substantial cracks in existing knowledge about the internet banking security in Bangladesh. The typical data is collected both from the secondary and primary sources. In analyzing data, the statistical tools have used with the aid of SPSS software. The result shows that e-banking practice is not highly secured in Bangladesh. The users also have lack of awareness about e-banking security.

Difficulties of E-banking Advancement in Bangladesh

E-banking implies provision of banking products and services through electronic delivery channels. It permits anytime, anywhere and any how banking. It offers easy, faster, convenient, low cost banking services around the clock. The study was designed to difficulties of e-banking advancement in Bangladesh. No comprehensive study has yet been conducted especially on advancement of e-banking in Bangladesh. The investigation was concentrated in various divisions, districts, towns and rural areas in Bangladesh. The study has been conducted mainly based on primary data. Secondary data has also been used for this purpose. To collect information of e-banking advancement in Bangladesh the websites of related banks were used. Primary data was collected by providing questionnaire to the respondents through e-mail and researcher’s direct physical communication. Response from total 120 respondents consisting of 44 bankers and 76 bank customers were selected randomly for the study were considered. In analyzing data, the statistical tools have used with the aid of SPSS software. The result shows that almost all Bangladeshi banks offer e-banking services. State owned commercial banks are in backward position. Quality of e-banking services in Bangladesh is not good. E-banking practice in Bangladesh is not highly secured and Bangladeshi users have lack of awareness about e-banking security.

E-Banking Practice in Bangladesh: Comparative Study on Male and Female Users

E-banking implies provision of banking products and services through electronic delivery channels. Factors that affect e-banking practice and its security are different from traditional banking services because of their uncertain nature of the online environment. Every step in the online banking activities is secured by one or more security mechanisms. Most of the Bangladeshi customers both male and female are not conscious about e-banking security. They have lack of technical knowledge to handle their e-bank account. Many of them have no computer in their residence. Female users are more conscious than male. Bangladeshi banks are operating their e-banking functions by non-technical hand. The main objective of present study is to find out the perception, attitude and practice of male and female users of e-banking in Bangladesh. The investigation was concentrated on male and female users of e-banking in various divisions, districts, towns and rural areas in Bangladesh. The sample consisted of 22 female and 98 male bankers and bank customers, were selected purposively from various territory. Out of 120 respondents, 48 bankers and 72 bank customers gave their opinion on many issues of e-banking. Data was collected using questionnaire administrated by the researcher. Data were processed through micro computer using Statistical Package for Social Science (SPSS). For analyzing data suitable statistical tools such as chi-squire test and Pearson product correlation were used.

Antecedents of Customer Satisfaction In Internet Banking: Technology Acceptance Model (TAM) Redefined

In the banking sector, various electronic delivery channels are increasingly used for delivering products and services for the convenience of customers at low cost. Internet banking (IB) is one among them. IB is a product of e-commerce in the field of banking and financial services. The present study has been carried out to use the Technology Acceptance Model (TAM) from the Information Technology (IT) literature to investigate the effect of TAM variables on customer satisfaction in the internet-banking context. The model was constructed by incorporating Perceived Risk (PR) to the twin traditional TAM constructs, Perceived Ease of Use (PEOU) and Perceived Usefulness (PU). The model has been empirically validated using 406 IB users selected from the state of Kerala, India. It is found that the constructs PEOU and PU have positive effect on customer satisfaction and PR has negative effect on customer satisfaction. A profile analysis of the respondents revealed that young males, well-educated employees with a moderately high level of monthly income are the major users of IB in Kerala.

User Awareness of Security Features in Internet Banking-An Empirical Investigation

In the banking sector, technology and competition have increased the choice of customers regarding banking products and providers. As a result various electronic delivery channels are increasingly used by banks for delivering their products and services at the convenience of customers at low cost. Internet Banking (IB) is one among them. IB refers to a banking transaction routed through internet. It is a method of banking that allows a customer to perform banking transactions through a bank's website hosted in the internet. The objective of the study was to understand customer awareness of IB security features adopted by banks and to investigate whether there is any association between customer awareness and their level of computer knowledge. Respondents were asked to state whether they are aware or not of the ten security features used by banks to safeguard their customers from the risk of fraud associated with the use of IB. It is found that majority of the respondents have awareness of all the security features except padlock symbol. Significant association is also found between awareness of Verisign, Padlock Symbol, The letter 's' in the URL, Virtual Key board and level of computer knowledge of the respondents.

Electronic-Banking Services: A Study on Selected Commercial Banks in Bangladesh

E-Banking as the wave of the future, provides enormous benefits to consumers in terms of cost of transactions, either through internet, telephone or other electronic delivery channels. E-Banking is now widely practiced in Bangladesh. There are various types of e-banking services like SMS banking, Tele Banking, Push and Pull services, ATM, Fast Track etc. that have been introduced by the commercial banks in Bangladesh. This study attempts to explore various forms and characteristics of e-banking and finds out the merits and demerits of e-banking in selected commercial banks of our country. The major findings of the study show that all the commercial banks selected for the study have been practicing e-banking successfully and Dutch-Bangla Bank Ltd. is providing electronic banking services more effectively than other commercial banks selected in this study. Besides, there is a positive impact of e-banking on the socio-economic development in Bangladesh. There should be diversification of such activities in rural areas of Bangladesh. JEL Classification Code: M15

Intelligent service machine

Introduction The service sector is becoming increasingly important to the economies of many countries, especially developed countries. The Organization for Economic Co-operation and Development (OECD) recently released its report Promoting Innovation in Services, which noted that government policy in developed countries has not been attuned to the service sector. For better satisfying the needs of customers, providers now attempt to add or create value through services. To unravel the changing worldview of marketing, a new dominant logic is service-centered model of exchange (such as intangibles, competences, dynamics, exchange processes and relationships, and operant resources) in 21 st century. In many leading companies, services are more than half of the company's revenue, and usually the fastest growing part, for example, IBM, GE, Xerox, and GM. Whereas the two paradoxes dominate the future of competition in services---customers face choices that yield less satisfaction, while managers face more strategic options that yield less value. They argue that the traditional system of company centered value creation needs to be re-examined. Meanwhile, a service can be regarded as a service system (composed of subsystems/components) and service innovation is to co-create the service productivity and satisfaction. Spohrer indicated that service systems are complex adaptive systems made up of people and people are complex and adaptive themselves, which are dynamic and open rather than simple and optimized. Therefore, facilitating the development of service systems for value co-operation is crucial to the fulfillment of service innovation. A traditional service industry generally adopts the physical medium in co-producing service systems, while the emerging service industry is increasingly exerting the electronic medium4 so as to raise service productivity. As a consequence, the competitive position of a service company now depends much on its ability to use technologies to co-create the service productivity and satisfaction through innovative electronic delivery channels. In this paper, we suggest the notion of intelligent service machine to provide service companies with a systematic and quantitative capability on designing service systems aiming for both service productivity and satisfaction (in analogy to the machine metaphor in the manufacturing era). Furthermore, we propose a construct model of intelligent service machine, followed by a machine-aware service-system design framework (named iDesign ) and an ex-emplifier of intelligent service machine (named mDesignStorming ).

Technological Innovations and Banking in Ghana: An Evaluation of Customers' Perceptions

In Sub-Saharan Africa, developments in information and communication technology are radically changing the way business is done. These developments in technology have resulted in new delivery channels for banking products and services such as Automated Teller Machines (ATMs), Telephone Banking, PC-Banking, and Electronic Funds Transfer at Point of Sale (EFTPoS). This study evaluates the perceptions of banking customers regarding the effect of technological innovations on banking services in Ghana. The study focused on customers with banks that have at least one form of technological innovation. The results of the study generally indicate that, technological innovation or electronic delivery channels have contributed positively to the provision of banking services and the growth of the Ghanaian banking industry. Ife Psychologia Vol.13(1) 2005: 170-187