Provision Of Banking Services Research Articles

Local marketing elements and their role in achieving customer satisfaction – A field study on some local banks in the State of Kuwait –: عناصر التسويق الداخلي ودورها في تحقيق رضا العملاء – دراسة ميدانية عن بعض البنوك المحلية في دولة الكويت –

The Study aimed to identify the extent of commitment of local banks in the State of Kuwait to work with the concept of marketing internally and externally, and interest in it, and the relationship between training and development of employees in these banks and the extent of customer satisfaction in these banks, and the level of the relationship between employee motivation and the level of customer satisfaction for these banks, and the relationship between delegation of powers to employees And to increase their satisfaction and customer satisfaction. The Study sample consisted of (51) bank references in the State of Kuwait. The study used the questionnaire as a tool for collecting study data. The study applied the descriptive analytical approach. The results of the study reached: The Banks are committed to activating the elements of internal marketing, whether the bank's services or the promotion of services, the efficiency and motivation of workers, and the satisfaction of workers, but the promotion of services came in a lagging position from the point of view of the study sample. The High level of customer satisfaction with banks' services, whether from the good availability of branches for those banks or the speed and simplicity of completing transactions, flexibility in working hours, and following an accurate system in completing transactions. The Elements of internal marketing affect and are significantly related to customer satisfaction and contribute to the level of customer satisfaction. The Bank's services, employee satisfaction, and employee efficiency and motivation are what contribute significantly to customer satisfaction, while promoting services does not affect or contribute to customer satisfaction. There are no statistically significant differences in the averages of each of the marketing elements and customer satisfaction due to the differences in gender, age, educational level and occupation among Kuwaiti bank customers. The study recommended paying attention to the human cadre, relying on electronic methods to provide banking services, and establishing partnerships and alliances between local and foreign banks to benefit from the expertise to develop the elements of banking services.

Service innovations in mobile banking for creating value for the poor in developing countries

AbstractMobile banking is a service innovation in the banking industry. Extant research has demonstrated that the goal of any service innovation is to create value for stakeholders including consumers. Despite the consensus that information and communication technologies (ICTs) can be leveraged to deliver financial services to the poor, few studies have examined the process through which mobile banking service providers create value for consumers. Building on concepts from service‐dominant logic and service science, this paper posits that the delivery of such mobile banking services requires a repertoire of information and communication technology (ICT) as well as non‐ICT resources. Specifically, Cashpor a mobile banking service provider, that provides mobile banking financial services to rural females is examined. The research traces the implementation of key service innovations by configurations of three resources—people, technology, and information, and three mechanisms—knowledge integration, technology integration, and governance—through which value‐creating benefits of social, financial, and psychological benefits are achieved.

Do Customers Adopt Auto Ijarah Financing? The Case of Pakistan

The present study examines the factors affecting customer intention to use auto financing (ijarah) in Pakistan. The research framework is constructed based on the theory of reasoned action, which explains behavioural intention and its determinants. The study incorporates the participation of 350 potential customers of auto ijarah in Pakistan. Data analysis was conducted with structural equation modelling (SEM), assessing the measurement, and structural model. The outcome indicates that attitude, perceived cost benefits, Sharia compliance, religious orientation, and subjective norm are the significant predictors of customer intentions. We also found a statistically insignificant association between awareness and customer intentions. The results hold significance for the Islamic banking and financial service providers. This study provides a comprehensive understanding of the factors that contribute to the adoption of auto ijarah among potential Islamic bank customers.

Організаційно-фінансовий механізм забезпечення фінансово-економічної безпеки банківської системи

an organizational and financial mechanism for ensuring the financial and economic security of a commercial bank is proposed, which, in real time and in situations that cannot be controlled using traditional methods, will minimize potential risks and change the internal institutional environment, positively affecting the financial and economic security of the country's banking system. It is shown that economic growth as a factor of national security is supported by the effective functioning of the banking system and the priority of long-term bank loans provided in the form of investments, which makes it possible to determine the relationship between the growth of the country's economy and the level of financial and economic security of the banking system. The main approaches to ensuring the financial and economic security of the banking system are considered, which include the structure of the primary interests of a commercial bank and indicators of the level of financial and economic security of the banking sector of Ukraine in order to ensure economic stabilization and strengthen the economic potential of the bank. It was noted that an adequate and fundamental marketing strategy will help to promote the growth of the bank's profitability, attract additional customers, form a resource base and reduce risk in banking. Mortgage lending is considered as the most effective tool for attracting funds from the population to the investment sector and meeting their needs for housing. A distinctive feature of the presented organizational and financial mechanism is the use of strategic management methods to form economic resources, improve the image and level of security of information systems, organize effective management of the bank's personnel, which will create conditions for ensuring the proper level of protection against negative factors and threats and increasing the competitiveness of the bank due to increasing the efficiency of the provision of banking services, preserving banking secrecy and the client base, creating new banking products

The Impact of Fintech's on Banking Profitability Applied Study on A Sample of Arab Banks

The research aimed to see the impact of finTech's use of financial performance in a sample of Arab banks operating in some Arab markets selected at finTech's level of use and the availability of data needed to conduct field analysis, and four Arab markets were selected: (Saudi Arabia, The Kingdom of Bahrain, Kuwait, Palestine) for the period (2005-2019). Based on the results reached, there were many conclusions, it became clear that FinTech contributed to the increased profitability of Arab research banks, and finTech's adoption and performance in profitability was reflected through some of its tools, particularly (ATMs, and the number of points of sale) which had a moral impact, which explains the speed of the provision of banking services and the reduction of their costs, especially in finTech. This can be explained by the fact that FinTech has an impact on improving the reputation of banks that have employed FinTech tools in the market, which may be reflected in the increased popularity of investors and customers (customers) in the banking market.

Efficiency of University Course during the Covid-19 Pandemic

The education in this field of electronic banking has to adapt to rapid progress in technologies used for provision of banking services. The paper aims to shortly present the course of Electronic Services in Banking and to measure and compare the efficiency of education in the course before and during the Covid-19 pandemic. The efficiency of the educational process in the course was measured as learning gain by comparing pre-course and post-course tests' results using absolute gain, relative gain, and class average normalized gain during a period of five years. The education in the course was evaluated as effective in all observed cases. The additional surveys were conducted before and after the course completion detecting positive shifts in students’ knowledge and their adoption of electronic services in banking.

Financial Inclusion through Digital Financial Services (DFS): A Study in Uganda

This study unravels trends and momentum in banking and mobile money channels and uptake of select services and thereafter draws implications for enhancing financial inclusion through Digital Financial Services (DFS). The Rate of Change (ROC) approach was applied to analyze the growth momentum in banking and mobile money channels in Uganda. Implications for growth momentum in banking and mobile money channels for DFS and financial inclusion was drawn from observing and making informed interpretation of such observed trends and momentum. The findings of this study imply that banks must innovate to increase their contribution towards enhancing financial inclusion. Additional channel innovations, which may infuse banking and mobile money channels, are needed for banking to leverage on growth of mobile money and regain its role in enhancing financial inclusion. Leveraging the application of digital innovations in services such as payments and digitizing alternative channels such as agent banking are likely to increase efficiencies in physical channels and the provision of banking services and thereby increase overall reach and penetration of banking. The fast pace of mobile money penetration is good for speeding up financial inclusion. However, this calls for better regulatory approaches for DFS risk reduction, consumer protection, and protecting mobile money against integrity and financial crimes.

Conceptual Frameworks of the Development of Banking and Insurance Interaction in Modern Conditions

The purpose of the article is to reveal conceptual frameworks for further development of the banking and insurance interaction in order to ensure the growth of the value of banking and insurance business on account of the more effective use of their potentials and opportunities.It is noted in the article that banking and insurance interaction is manifested as the provision of insurance services through banking institutions – Banсassurance, the provision of banking services through insurance companies – Assurbanking, the provision of integrated services within financial conglomerates – Allfinanz.In the course of the research, it was determined that the banking channel for the sale of insurance services is the most efficient, and Bancassurance is a system of insurance services sale through the extensive banking network. The necessity and importance of the Bancassurance development, which is actively used in all developed countries, but differs in scale, methods, organizational forms and final financial results, is revealed. This is especially relevant in the context of reforming the regulatory bodies of the state financial market.Within the study, the advantages and disadvantages of Bancassurance and the prerequisites for its development are revealed. Particular attention is paid to the requirements to insurance companies in the process of the Bancassurance implementation. It is noted within the article that the interaction of banks and insurance companies can be carried out at different levels, from the level of the cooperation agreement, agency agreement, banking and insurance cooperation, to the level of the corporate control through the mechanism of mergers and acquisitions and financial supermarket.Within the study the conclusions are made that further development of banking and insurance interaction is conceptually aimed at increasing the role of commercial banks and the formation of “financial supermarkets”, in which each customer can meet the needs of bank services, financial consulting, and insurance. JEL classіfіcatіon: G21, G22

Evaluation of Customer’s Switching Behavior towards Banking Service Providers in Hanoi

Service quality and customer switching behavior are among the most important factors that affect service firms’ market share and profitability, yet they remain understudied in Vietnam’s service sectors. This study surveys 343 customers who using service of bank in Hanoi to explore the perceived importance of customer switching behavior in banking service sector. By using seceral statistical analytical tools, i.e. descriptive statistics, Independent T-test and Anova; the study identifies the following: There is, statistically, significant difference in the level of customer’s switching behavior towards banking service providers in Hanoi from these different gender, age, Academic standard and income. Based on the findings, some recommendations are given for banks in Hanoi to improve the quality service and loyalty of customers.

Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan

This study aims to understand the relationship of service quality dimensions, customer satisfaction, and loyalty in the banking sector using data from the Afghanistan banking sector. The study surveyed 269 respondents using a standard SERVQUAL questionnaire to examine the relationship between service quality dimensions, customer satisfaction, and loyalty in the banking sector of Afghanistan. The Structural Equation Modeling approached was used to analyze data. The findings suggest that assurance, empathy, and tangibles have a positive influence on customer satisfaction. Importantly, results revealed that female customers are less satisfied as compared to their counterparts. furthermore, the findings indicate a positive influence of customer satisfaction on customer loyalty. This paper offers empirical support for bank managers to enhance the physical facilities, assure customer trust, appropriately treat customers and consider gender requirements in providing banking services. The major limitation of this study is that it only includes one private bank customer and only Kabul province. This work illustrates an initial empirical study into service quality, customer satisfaction, and loyalty in Afghanistan using well developed SERVQUAL model.

PEMANFAATAN MOBILE BANKING SERTA INTERNET BANKING PADA MASA PANDEMI COVID-19 PADA PT BANK SYARIAH MANDIRI KANTOR CABANG TANGERANG BSD

Covid-19 pandemic has an impact on all sectors, including the banking sector. Especially in banking customer transaction services due to the Large-Scale Social Restrictions (PSBB) implemented by the Indonesian government. Mobile Banking and Internet Banking are facilities that can facilitate banking transactions. Customers do not need to visit branch offices or ATMs to make transactions such as fund transfers, balance checks, account mutation checks, or payments. Only by using smartphones or computer devices, customers can easily and comfortably make transactions during the pandemic. Mobile banking is one of the bank services that are in great demand by customers because this service enables bank customers to perform banking transactions via smartphones. Mandiri Syariah Mobile (MSM), an application provided by the Bank to provide banking services to customers through the Bank's electronic distribution channels to access accounts held by customers at the Bank through a communication network using a cellular phone or tablet computer

Performance Analysis of Mobile Banking During the COVID-19 Pandemic Period Comparing with the Pre-pandemic Period of Covid-19: An Empirical Study on Bangladesh

Objective - Mobile banking is a growing activity to engage the non-banking people in the banking system in Bangladesh, so researchers of this paper try to find out how much it is affected by the Coronavirus (COVID-19). Basically, this study is developed to assess the performance of mobile banking during the COVID-19 pandemic period comparing with the pre-pandemic period. Methodology/Technique - Authors use descriptive statistics to evaluate the performance of mobile bank during the study period from 2014 to August 2020. Findings - This paper finds that during the COVID period the average change of monthly number of active accounts & registered clients have increased, on the other hand the average change of monthly number of agents have decreased at the same time. Except cash in & cash out, all other types of transactions proportion of mobile banking have increased during the COVID-19 period. Novelty - As the mobile banking is a key resource for banking people as well as non-banking people to transact financial things at setting at the house, so this paper will be beneficial for mobile banking service provider organization to assess the whole things of mobile banking at this ongoing period, and they can take necessary action. Type of Paper - Empirical. Keywords: Mobile Banking, COVID-19, Financial Performance, Bangladesh. JEL Classification: G21, G22. URI: http://gatrenterprise.com/GATRJournals/AFR/vol6.1_2.html DOI: https://doi.org/10.35609/afr.2021.6.1(2) Pages 54 – 68

Community Banks' Ongoing Role in the U.S. Economy

In recent decades, both the number of community banks and their share of U.S. banking assets have steadily declined, raising questions about the future of community banking. In addition to competitive pressures from larger banking organizations, community banks face growing challenges from broader economic consolidation, changing demographics, and rapidly advancing financial technologies. Matt Hanauer, Brent Lytle, Chris Summers, and Stephanie Ziadeh explore the role of community banks in the U.S. economy, the challenges they face, and their outlook for the future. They find that despite their declining market share, community banks remain crucial financial services providers and are the predominant providers of banking services in rural communities across the country. In addition, they find that community banks are outsized providers of credit to agricultural and commercial borrowers, including during periods of economic stress. The authors argue that community banks will continue to play an important role in their local communities and the broader economy.

Determinants Influencing Customer’s Switching Behavior towards Banking Service Providers in Hanoi

The research aims to investigate the impact levels of determinants on customer’s switching behavior towards banking service providers in Hanoi, Vietnam. We conducted a questionnaire consisting of 21 observation variables with a 5-point Likert scale. Independent variables were measured from 1 “without impact” to 5 “strongly”. The method of data collection was done through the survey and subjects are customers in Hanoi that have used banking services. After checking the information on the votes, there are 343 questionnaires with full information for data entry and analysis. This study employs Cronbach’s Alpha test, and regression model. The results show that five determinants including (i) Service fees, (ii) Alternative attractiveness, (iii) Subjective norms, (iv) Satisfaction and (v) Trust had relationships with customer’s switching behavior towards banking service providers. Based on the findings, some recommendations are given for commercial banks in Hanoi to improve the quality services.

Shunning Banks or Depending on Them? Crypto Markets and the Rise of Crypto-Friendly Banking

Abstract Often touted as the opposite of money and banks, crypto-assets and their ecosystem may gradually be coming to terms with the idea that their success will also depend on their issuers’ readiness to adhere to conventional financial practices, on their acceptance of the preponderant role that banks have to play in the financial system, and on their ability to access basic banking services. Some within the banking community are starting to reciprocate the attention, by positioning themselves so as to serve the needs of crypto assets and their ecosystem, as a promising source of revenue at a challenging time for bank profitability. No less important for the emergence of crypto-friendly banks than the risk appetite of existing or new banking service providers is the regulators’, supervisors’ and policy makers’ stance vis-à-vis crypto-friendly banking. This paper explores the relationship of dependency between crypto and banks, how some banks around the world are facing up to the challenge of serving crypto-assets and their holders, and how policy makers, regulators and supervisors in Europe and elsewhere may want to position themselves vis-à-vis the incipient phenomenon of crypto-friendly banking.

Deployment of Point of Sales and Customer Satisfaction in the Banking Sectorin Ekiti State, Nigeria

The use of point of sale (POS) in providing banking services has become rampant in Nigerian banking sector especially in Ekiti State. This study therefore determined effects of cash withdrawal, money transfer and payment for utilities using POS terminals on customer satisfaction in the Nigerian banking sector. 320 regular customers of POS operators used for the study were selected through systematic and purposive sampling techniques. Primary data collected were analysed with the aid of Logit model. Findings from the study revealed that confidentiality, speed of transaction, friendliness of POS operator, competitive charges and convenient location were the major determinants of satisfaction when customers accessed POS to make withdrawal, money transfer and payment for utilities. The study concluded that deployment of POS significantly and positively influenced customer satisfaction in the banking sector in Nigeria and recommended more deployment of POS by banks with a view to decongesting banking halls and reduce queues at ATM terminals.

Antecedents of Saving Interest at Bank Jatim Indonesia: Bank Atmosphere, Location, and Work Professionalism

The customers interest in saving is very important for bank providing banking services in the form of savings. In relation to the interest in saving, bank should conside bank atmosphere, location and work professionalism, so that the customer has a high interest in the bank. The purpose of this study is to analyze the influence of bank atmosphere, location and work professionalism on interest in saving at bank. The population in this study was Bank Jatim Indonesia, Branch of Haji Hospital Surabaya, totally of 1,908 customers, the number of samples using the Slovin formula was 95. The data analysis technique used was multiple regression analysis. The research results are: 1) There is an influence of the bank atmosphere on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 2) There is an influence of location on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 3) There is an influence of work professionalism on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 5) variable location has a dominant influence on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya.

Bancarization and violent attacks from guerrilla and other illegal groups in Colombia

Income shocks affect violence through the opportunity cost and rapacity effects. Existing studies focus on the impact of transitory shocks, especially commodity price innovations. This paper builds on this literature and studies the causal effect of permanent income shocks on armed conflict in Colombia. Using a rich dataset reporting all guerrilla and other armed groups' attacks by municipality between 2009 and 2014 and information on the provision of banking services, it shows that increasing bancarization leads to reductions in violence. These results have important implications for public policy in countries with a long history of violence. They suggest that promoting financial inclusion is useful for reducing conflict.

An Enhanced Model For E-Service Quality of Mobile Banking

The increasing growth in mobile device users and the rapid drop in conventional and mobile data charges have given way for a provision of banking services and mobile banking to be precise. Banks are now extending their services from traditional means of banking to a self-service system. Recently, mobile banking has been growing exponentially, but there is still a lack of confidence by the users because of low e-service quality of mobile banking. Researchers have done many works on mobile banking but were focused more on adoption and user intentions which contributes to the marketing and promotion of mobile banking. Mobile banking has some specific characteristic which makes it different from other web-based e-services. So the previous studies lack specific in-depth mobile banking e-service quality, such as failure to define the e-service quality of mobile banking and identification of mobile banking dimensions. This study identified mobile banking's dimensions and attributes that received less attention and suggested an improved model for mobile banking's electronic service quality.