Online Banking Services Research Articles

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Easiness of Apps Usage, Reliability, Safety and Security Towards Customer Satisfaction on Online Banking in Malaysia: A Preliminary Study

People nowadays prefer to use online banking apps as their main applications to transfer money, make payments while shopping, pay their bills and else. Meanwhile, the banks also compete to upgrade their system so that the customers will keep using them without any hesitation or complaint. The main focus of this study is to find out the easiness of app usage, reliability, safety and security towards customer satisfaction with online banking in Malaysia. The research objectives were to analyze the factors that contribute to customer satisfaction in online banking, to examine the influence of ease of app use, reliability and safety and security towards customer satisfaction on online banking services, and to investigate the relationship between effectiveness, reliability and safety and security towards customer satisfaction on online banking. Thus, the preliminary was done using 47 respondents with various backgrounds to undertake the study. The findings have shown that all variables in the questionnaire have good and excellent internal consistency with the Cronbach alpha showing more than 0.80. The frequency distribution has also been done using the mean and ranking of each statement. Most of the statements agreed by the respondents on all parts of the questionnaire ranged from 3.00 to 4.32. This study is expected to benefit various parties, especially the banking sector and the end-users of online banking services.

Online Banking Service Quality and Its Impact on Customer Satisfaction

Online Banking Service Quality and Its Impact on Customer Satisfaction

Comparative Study of Attitude towards Customer Intention to Implement Online Banking Services among the Collegiate Students

The massive advances in technology and aggressive implement of information technologycontributed as a paradigm shift in banking activities. It is explained to be twofold shift where banksusing technology have been systematically achieving efficiency, control, profitability and theircustomers are leveraging the benefits of convenience of „anywhere, anytime, anyway‟ banking. Whencustomers when experience such possibilities offered by internet banking services experienced bycustomers, they are not likely to have unpleasant e-service quality and since, most of the banks havejoined the bandwagon of internet banking, the competing service providers are often just one click awayfrom each other. This competitive situation of service industry encourages image building and brandingfor banks to differentiate one from others.

An Empirical Study: Understanding The Influence of Responsiveness, Reliability, And Assurance On Customer Satisfaction In Online Banking Services

An Empirical Study: Understanding The Influence of Responsiveness, Reliability, And Assurance On Customer Satisfaction In Online Banking Services

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

Navigating perilous seas: unmasking online banking frauds, perceived usefulness, fear of cybercrime and distrust in online banking

PurposeThe purpose of this study was to examine the relationship between online banking fraud experience and fear of cybercrime and distrust of online banking services, and to understand how perceived usefulness of online banking moderates the relationship.Design/methodology/approachThe number of respondents involved in this study was 271 people from the Central Java region, Indonesia. Statistical analysis was performed using Jeffreys’s Amazing Statistics Program software to examine the relationships and interactions between the variables studied.FindingsExperience of online banking fraud is positively related to fear of cybercrime and distrust of online banking services. Perceived usefulness of online banking moderates the relationship between online banking fraud experience and fear of cybercrime and distrust of digital payments. Perceived usefulness is negatively related to the level of distrust of online banking services.Research limitations/implicationsOverall, the implications of this study underscore the importance of dealing with the risks of cybercrime in online banking services. By focusing on security, user awareness and the role of perceived usefulness, banking service providers can create a safer and more trusting environment for users of online banking services. This also contributes to the development of more innovative services and can increase customer satisfaction and trust.Practical implicationsThe practical application of these findings is important for financial institutions and online banking service providers. Companies must improve cybersecurity with the latest technology and provide education about online security practices. Transparent communication and better customer service will help overcome customer fears. Compliance with security regulations and technological innovation is also important to protect online banking services. With these steps, customer security and trust can be improved, and the adoption of online banking services will increase widely.Social implicationsThe social implications of this research are increasing public awareness about cybersecurity, consumer protection and strengthening trust in online banking services. With joint efforts, a safer and more trusting environment in using online banking services can be realized.Originality/valueThe originality of this research lies in the use of perceived usefulness of online banking as a moderating variable to reduce the negative impact of online banking fraud experience. With a focus on the psychological effects of customers experiencing fraud, this research seeks to rebuild trust and improve the security of online banking services.

Impact Of New Age Banking Attributes On Customer Satisfaction In Delhi NCR

The Internet banking or online banking services plays a vital role in the banking sector of India. This paper aims to examine the impact of E-banking services on customer satisfaction. The Data were collected using an online survey of 137 respondents from different backgrounds. The results show that 89.8 percent respondents were satisfied with the e-banking services and rest of 10.2 percent respondents are not satisfied so, we can easily said that e-banking were got more popularity according to this study. This study covers limited area due to shortage of time and sample size confined only to 137. The paper concludes that most of bank customers were satisfied and aware about the e-banking services which lead to growth and development in the banking sector of India.

Impact Of New Age Banking Attributes On Customer Satisfaction In Delhi Ncr

The Internet banking or online banking services plays a vital role in the banking sector of India This paper aims to examine the impact of E-banking services on customer satisfaction The Data were collected using an online survey of 137 respondents from different backgrounds The results show that 898 percent respondents were satisfied with the e-banking services and rest of 102 percent respondents are not satisfied so we can easily said that e-banking were got more popularity according to this study This study covers limited area due to shortage of time and sample size confined only to 137 The paper concludes that most of bank customers were satisfied and aware about the e-banking services which lead to growth and development in the banking sector of India

Determinants of Online Banking Service Quality in Madurai District: A Survey-based Approach

This study explores the determinants of online banking service quality in Madurai district, focusing on Convenience, Accessibility, Usefulness, Trust, Information Quality, and Security. Using factor analysis and mean ranking, the research identifies Security as the most critical factor, followed by Convenience. These findings suggest that robust security measures and userfriendly services are essential for enhancing customer satisfaction in online banking.

Effect of Agency Banking Services Provision on Performance of Small Business Entrepreneurs at Chamwino District

Purpose: This study endeavours to examine effects of agency banking services provision in rural area on performance of small business entrepreneurs at Chamwino District, Dodoma Region. Urban settings have been the main areas of concentration, leaving out the dynamics and challenges rural entrepreneurs encounter while using agency banking services to expand their businesses, hence the essence of undertaking this study. Design/Methodology/Approach: Cross sectional research design was used, and a sample of 108 respondents were involved in this study. Data were analysed using descriptive and multiple linear regression analysis. Findings: The study findings show that, variables of accessibility, privacy and reliability of agency banking services have positive and statistically significant impacts on the performance of small business entrepreneurs in rural areas. Implications/Originality/Value: The study recommends banking industry in Tanzania to establish standardized fee structures and transaction charges for agency banking services. Also ensure transparency and prevent excessive costs to users of agency banking services. By so doing, it can ease provision and expansion of various online banking services to majority of the underserved communities in rural areas of Tanzania

Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving

AbstractBank clients’ expectations for enhanced service experiences have increased with the digitalization of banking services and the rise of FinTech. However, despite the availability of online banking services, many clients still prefer personal financial advice due to the personal interaction involved. There has been a growing interest in IT-supported advisory services to meet this demand, aiming to improve customer experience and reduce the cognitive burden on advisors. While previous studies have shown the positive effects of advisory-support systems, they also highlighted downsides such as unnatural interactions, technology’s domination of the interaction space, and impaired impression management. This paper investigates the potential of pen-and-paper user interfaces to resolve the relationship/decision-making tension in advisory services. It evaluates the design of an artifact called bankNotes with eight bank advisors and 24 clients in a within-subject study by drawing on a rich data set consisting of interviews, surveys, and video analysis of the encounters. The results indicate that bankNotes was well-received by advisors, who embraced both existing pen-and-paper practices and new practices facilitated by the system. The clients also benefitted from the system: using bankNotes improved customer orientation, shared understanding, and overall service quality. This research provides valuable insights into the design of advisory support systems that prioritize customer satisfaction and support the needs of both advisors and clients in the banking sector.

Dimensions of Risk in the Effect of Customers’ Awareness and Knowledge on the Readiness to adopt Neobanks

The majority of conventional banks offer digital services during pandemics, while the government promotes cashless transactions in daily life. In India, the Neobanking industry is developing at an increasing rate. It’s a purely online bank with no physical branches; all transactions are made through mobile applications. The purpose of this study is to find out how aware consumers are about neobanks, as well as risk factors and readiness for neobank adoption. additionally, the study builds the SEM model from the survey data of 169 respondents that had access to online banking services. The findings indicates that while financial risk and security risk have no obvious association with knowledge, whereas awareness and social risk have a substantial link with knowledge that results in readiness to use neobanks. As a result, in order to boost client usage in the future, it is essential to raise knowledge about neobanks through media advertising and provide comprehensive information about the applications.

Exploring the Relationship Among Service Satisfaction, Motivation and Purchase Intention in Malaysia’s Online Banking

Customer satisfaction plays a vital role in service marketing, especially for online banking, due to the advancement of technology and the ease of online banking transactions. Recent studies have found that consumer motivation is crucial in capturing customer value and trust. Consumer motivation will affect consumer purchase intention. However, the scarcity of empirical evidence has inspired researchers to examine the relationship between consumer motivation, perceived service satisfaction, and purchase intention simultaneously in Malaysian online banking. Thus, the role of service satisfaction as a mediating variable in the relationship between consumer motivation (information influences, consumption patterns, and consumer involvement) and purchase intention was discussed in this paper. Data were collected from 250 online banking users through a self-directed questionnaire. All the data has been analyzed using partial least squares structural equation modelling (PLS-SEM). Findings confirmed the significant relationship between consumer motivation, perceived service satisfaction, and purchase intention. The results also indicated that perceived service satisfaction fully mediates the relationship between consumer motivation and purchase intention. Managerial implications were provided to guide online banking service providers on effective ways to retain their users through consumer motivation.

Financial Technology Services, Government Regulations and Financial Inclusion of Small-Scale Fish Farmers in Homa Bay County, Kenya

This study explored the impact of FinTech and Government Policies on Financial Inclusion for small-scale fish farmers in Homa Bay County, Kenya. The study focused on how access to finance has been widened through agency banking, mobile money and online banking services among these people who had low incomes or were marginalized. The research also examined whether government regulations affect the relationship between fintech channels and financial inclusion. The study was underpinned by Innovation Diffusion Theory, Financial Intermediation Theory, Technology Acceptance Theory and Public Interest Regulation Theory. This study employed causal research design with a sample size of 495 small scale fish farmers using stratified random sampling technique that yielded 144 respondents. Data analysis involved multiple regression, correlation analysis and diagnostic tests that utilized SPSS 26.0 for data analysis. The results showed that agency banking; mobile money services and online banking together explained 58.1% of variation in financial inclusion among the farmers indicated by R squared of 0.581.The findings revealed that Agency Banking had significant effect on financial inclusion (β = .231, p = .001 < .05), as well as Mobile Money Services (β = .196, p = .019 < .05) and Online Banking Services (β = .410, p = .000 < .05). Therefore, the study concludes that Agency Banking; Mobile Money and Online Banking play important role in enhancing financial autonomy among small scale fish farming communities through increased access to bank accounts, secured transactions processes and agent incomes respectively. In view of the findings, the study recommends that financial institutions together with fintech companies should invest in platforms which are user-friendly safe secure meant for use by small holder dairy farmers themselves. Keywords: Agency banking, Mobile money services, Online banking services, Government regulations, Financial technology services, Financial inclusion

BANKING IN DIGITAL AGE: A STUDY ON ONLINE BANKING SERVICES

Internet banking, often referred to as online, virtual, or e-banking, allows clients of banks and other financial institutions to perform several financial transactions via the financial institutions website. With the use of a mobile device, such as a phone or tablet, mobile banking is a service offered by banks and other financial institutions that enables its clients to do various financial activities remotely. It makes use of software sometimes called an app that banks and other financial institutions provide for this purpose. This research article aims to provide a thorough exploration of the online banking services. Focusing on the evolution from traditional banking to digital platforms, the study examines the impact of online banking on customer behavior, challenges faced by them in form of security concerns and opportunities over traditional banking. The findings contribute to the ongoing discourse on the digital transformation of financial services and its implications for the broader economy. KEYWORDS: Internet Banking, Mobile Banking, online banking services, customer behavior, security concerns.

A Study on Marketing Strategies of Online Shopping Portals – A Comparative study on Flipkart and Amazon India

Online shopping is growing by leaps and bounds due to change in lifestyles. Economics of people have undergone a drastic change resulting vicissitudes in lifestyle. The present generation is following the technology trends and updating themselves to lead life. The purchasing in past were purely traditional and online shopping was not easily accepted as they were lacking trust. First online shopping portal in India was “Fabmart”, it was started in 1999. But was not much successful due to absence of logistics, online payments and various, As the time passed changes occurred in markets with new establishments like manufacturing firms, logistic firms with national and international services, online banking services, telecommunications, guidelines from government promoting online business and many more that were favorable for e-commerce activities. In recent past smartphones became integral part of human life, it is being used in daily activities like video calls, online shopping, e- banking, browsing, entertainment, education, cooking, health and fitness, travel and many more apart from calls. This transformation happened with advancement in telecommunication technologies and devices especially with Internet of Things, websites and Apps designed to support business online. These supporting activities provided scope for business to expand with cost reduction, Government initiation on implementing IT and IS for enhanced citizen services such as e-banking, e-administration, e-registrations, e-reservations, e-payments and so on. The rules and regulations are framed by government to take action against who surpasses them, in order to create trust in the minds of people to go online for faster and better services. Technological revolutions and its interventions in all sectors are being accepted and followed. All these favorable situations enabled businesses to enter into e- markets by creating convenience for customer to shop online. Some of the e-businesses are even influencing people’s life. Traditional business houses, which are financially strong. Started their own website for market expansion through internet. Small firms who couldn’t maintain websites were looking for the support of third party operated portals for selling their products via e-market. It was observed and treated as an opportunity by entrepreneurs to enter into e-market by creating the websites to sell products of others involved in traditional retailing, who couldn’t afford own websites and update them regularly. These portals run by e-tailors had increased market share by targeting all segments as a whole and within no time they had increase customer base in Multifood. Software professionals designed applications according to the requirements of virtual market operators, where these applications allowed sellers to upload product images that were handled by image interaction technologies in 3D forms. The buyer can view it from any angle just by a mouse click they can purchase it with online payment through banks/UPI supporting e-transaction with simplification of transaction process through secure methods like OTP and payment gateways where the consumers are preferring to shop online using net banking, debit cards, and credit cards. These institutions are linked in networks and are accessed through application programmed for smoother services and even other payment options are provided like EMI or Cash on Delivery service to increase sales. To have a good online shopping experience these online portals designed the user interfaces like websites accessed at desktop/laptop and Android Apps for smartphones that provide mobility. With user interfaces the customers can access all the features provided in portal like product search with filtration option that allows customer to explore according to prerequisites like interested brands, specifications, price range and many more. These online portals settled their brand image in the minds of customer by selling products that may belong to their own in-house brands and other companies with reduced prices by eliminating intermediaries and saving costs, compared to traditional markets. Sellers and customers are benefitted with e-market.

A Study of Electronic Banking in India

Digital cash and online transactions in the current market scenario have a great effect on e-banking and digital banking. E-banking comprises mainly of electronic funds transfer and usage of online banking services. Electronic banking was offered by the international banks initially since flow of digital cash was not predominant in the Indian market until the advent of demonetization. E-banking plays a major role in the present banking functionality. Electronic banking is inferred to be safe and secured, compared to physical banking. e-banking ensures qualitative banking operations compared to traditional banking. However, it has its own limitations and challenges when we talk about security, on the contrary. After visually perceiving the growth rate of e-banking services it can be verbalized that e-banking is accepted in the banking sector and an abundance of work can be done in this sector to make it more advance, safe and more accommodation provider in finance sector.

Analyzing the impact of trust in financial institutions on Palestinian consumer attitudes towards AI-powered online banking: understanding key influencing factors

Purpose The purpose of this paper is to investigate the factors influencing Palestinian consumer attitudes toward artificial intelligence (AI)-powered online banking, focusing on performance expectancy, effort expectancy, social influence and facilitating conditions while considering the moderating role of trust in financial institutions. Design/methodology/approach To test the hypotheses, an empirical study with a questionnaire was carried out. The study was completed by 362 Palestinian customers who use online banking services. Findings The findings of this paper show that performance expectancy, effort expectancy, social influence and facilitating conditions significantly influence consumer attitudes toward AI-powered online banking. Furthermore, trust in financial institutions as a moderating variable strengthens the impact of performance expectancy, effort expectancy, social influence and facilitating conditions on consumer attitudes toward AI-powered online banking. Therefore, more studies should focus on certain fields and cultural contexts to get a more thorough grasp of the variables influencing adoption and acceptability. Research limitations/implications The study's findings may be specific to the Palestinian context, limiting generalizability. The reliance on self-reported data and a cross-sectional design may constrain the establishment of causal relationships and the exploration of dynamic attitudes over time. In addition, external factors and technological advancements not captured in the study could influence Palestinian consumer attitudes toward AI-powered online banking. Practical implications Financial institutions can leverage the insights from this research to tailor their strategies for promoting AI-powered online banking, emphasizing factors like perceived security and ease of use. Efforts to build and maintain trust in financial institutions are crucial for fostering positive consumer attitudes toward AI technologies. Policymakers can use these findings to inform regulations and initiatives that support the responsible adoption of AI in the financial sector, ensuring a more widespread and effective implementation of these technologies. Originality/value This research delves into Palestinian consumer attitudes toward AI-powered online banking, focusing on trust in financial institutions. It aims to enrich literature by exploring this under-explored area with meticulous examination, robust methodology and insightful analysis. The study embarks on a novel journey into uncharted terrain, seeking to unearth unique insights that enrich the existing literature landscape. Its findings offer valuable insights for academia and practitioners, enhancing understanding of AI adoption in Palestine and guiding strategic decisions for financial institutions operating in the region.

India: Ability, Knowledge, and Application of Digital Banking to Achieve Financial Inclusion

The analysis of digital banking in India and its effects on financial inclusion will be aided by this article. According to the hypothesis, there isn’t a meaningful connection between financial inclusion and digital banking. However, information about online banking services in India and the pace at which banking services are used is what provides proof of the expansion of financial inclusion during the last eight years through the use of digital banking systems. Secondary sources, such as the Reserve Bank of India website and global bank data, provided the study’s data.