Türkiye’deki ticari bankaların web sitesi performansları

The purpose of this paper is to measure the performances of commercial banks’ websites in Turkey by using “MultiCriteria Decision Making” (MCDM). The use of three MCDM methods (AHP, TOPSIS, VIKOR) consecutively constitutes the originality of this study. Based on the literature and expert opinions, 6 performance criteria (load time, page speed, markup, speed index, visitors, pageviews) and 5 website analysis tools were determined. First, the significance weights of the criteria were calculated with AHP (Analytical Hierarchy Process). Second, the data obtained in the 2-month period were analyzed by TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) and VIKOR (Vise Kriterijumska Optimizacija I Kompromisno Resenje) methods. “Page speed” was found to be the most important criterion in performance of banks’ websites. Most successful banks in terms of website efficiency are Garanti BBVA, Isbank and QNB Finansbank according to TOPSIS whereas QNB Finansbank, Garanti BBVA and Halkbank according to VIKOR results. It is observed that banks with high deposits and number of branches and employees do not show the same success in website performance. The results are expected to shed light on managers who want to set policies and strategies for digital banking applications.Bu çalışmanın amacı, “Çok Kriterli Karar Verme” (ÇKKV) yöntemlerini kullanarak, Türkiye’deki ticari bankaların web sitesi performanslarını ölçmektir. Bu kapsamda üç ÇKKV yönteminin (AHP, TOPSIS, VIKOR) bir arada kullanılması, çalışmanın özgünlüğünü oluşturmaktadır. Literatüre ve uzmanların görüşlerine dayanarak, 6 performans kriteri (yükleme süresi, sayfa hızı, biçimlendirme, hız endeksi, ziyaretçiler, sayfa görünümleri) ve 5 web sitesi analiz aracı belirlenmiştir. Çalışmanın ilk aşamasında AHP (Analitik Hiyerarşi Süreci) yöntemi ile kriterlerin önem ağırlıkları hesaplanmıştır. İkinci aşamada, 2 aylık periyotta elde edilen verilerin TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) ve VIKOR (Vise Kriterijumska Optimizacija I Kompromisno Resenje) yöntemleri ile analizi yapılmıştır. Bulgulara göre, “sayfa hızı” değişkeninin, banka web sitelerinin performans değerlendirmesinde en önemli kriter olduğu saptanmıştır. TOPSIS yönteminde Garanti BBVA, İş Bankası ve QNB Finansbank web sitesi performansında en başarılı Türk ticari bankaları olmuştur. VIKOR yöntemine göre ise QNB Finansbank, Garanti BBVA ve Halkbank en başarılı bankalardır. Mevduat hacmi büyük, şube ve çalışan sayısı yüksek olan bankaların, web sitesi performansında aynı başarıyı göstermedikleri gözlemlenmiştir. Elde edilen sonuçların, dijital bankacılık uygulamalarına yönelik politika ve strateji belirlemek isteyen yöneticilere ışık tutması beklenmektedir

How analytical hierarchy process prioritizing internet banking influencing factors? a research study

Internet banking is a method for conducting financial transactions online that makes use of the internet as a platform. Customers could transact at any time and from any location. Numerous aspects relating to the adoption of internet banking have been analyzed and studied in recent in-depth studies from the literature. This paper will merge these numerous predefined factors into a model by drawing on the various ideas related to the acceptance model. It was decided to adapt the analytical hierarchy process (AHP) method for finding the important numerous components for the model. The finest mathematical calculation method is AHP, which enables decision-makers to prioritize their ranking in order to satisfy various criteria. The goal of this research is to rank the elements that influence the use of online banking. Three main factors such as technical information, website and service availability were chosen as the main factors of the model based on the literature review. Sub-factors such as ease of use, responsiveness, privacy, reliability, security, communication and efficiency were also suggested and combined into a single integrated framework. Utilizing the systematic literature review (SLR) methodology, several factors were found. As a result, the article will enhance understanding of the unique elements supporting the adoption of internet banking

Mobile travel services: A three-country study into the impact of local circumstances

In this paper we explore the difference in acceptance patterns of mobile services that are related to travelling in three countries: Finland, The Netherlands and New Zealand. The objective of this paper is to understand differences in the use of Mobile Travel Services in three countries that differ with regard to national travel patterns. This paper also contributes to the discussion of the relevance of the Technology Acceptance Model for mobile applications by focusing on the importance of context characteristics, such as the degree of mobility of the user, the social situation people are in, and their need for social interaction. Based on surveys in the three countries as executed in 2009, we use structural equation modelling to find differences in patterns. The paper concludes that context factors have an impact on the relation between the core concepts as used in TAM and DOI approach, and that t here is a clear need for closer research in the moderating effect of physical (e.g. mobile and fixed context) and social context, as well as the need for social interaction. Moreover it is clear that country specific characteristics play a role in the acceptance of mobile travel services. As we pointed out in many of our research projects before the acceptance and use of mobile services requires deep understanding from individual, context and technology related characteristics and their mutual interactions

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Service Quality Evaluation of Restaurants Using The Ahp And Topsis Method

The purpose of this study is to determine the factors affecting service quality at restaurants that operate in the service industry. Three restaurants operating in Trabzon were analyzed in terms of the quality of service they provided. In the study, the simple sampling random method was applied to 300 face-to-face interviews in which 30 surveys were deemed invalid and thus eliminated, resulting in a total of 270 surveys being evaluated. The Analytical Hierarchy Process (AHP) method was used to determine the dimensions of service quality. Subsequently, the service performance of the three restaurants were evaluated using the Topsis method (Technique for Order Preference by Similarity to Ideal Solution) and the best restaurant alternative was ultimately identified. When decision matrix and evaluating the ranking results restaurant A is found 0,0019, restaurant B is 0,0017, restaurant C is 0,0018. When these results are considered in terms of service quality,  it can be observed that “A” is the most preferred restaurant by customers in terms of service performance. But the other two restaurants are so closed to “A” restaurant. This result, according to the criteria specified, may be indicative of restaurants operating in Trabzon are offering similar level of service to their customers. This study is limited to only restaurants in food-sector and only in Trabzon. Therefore, not presented any information about the validity of the results for different sectors. Future researches needs to be extended to other restaurants. Researchers also can use another multi-criteria decision making methodsKeywords. Service Marketing, Service Quality, AHP and TOPSIS Method, Restaurant Performance, Customer Satisfaction.JEL. L15, L83, M31, M41

THE WTO NEGOTIATIONS ON FINANCIAL SERVICES: CURRENT ISSUES AND FUTURE DIRECTIONS

Trade in financial services is a major item on the agenda of the Doha Round of multilateral trade negotiations stalled since the ministerial meeting in Cancun in September. This paper reviews trends in such trade and major issues which have been raised in these negotiations so far. The WTO agreement on financial services reached in December 1997 is generally regarded as having contributed more to transparent policy regimes in the organization´s member countries than to the opening of markets to foreign suppliers. The paper reviews statistical data bearing on trends in the market access of foreign banks since 1997, and finds no increase in the presence of banks from developing countries in the markets of developed countries but a large rise in the presence of banks from the latter in the markets of the former. However, the latter increase is likely to reflect less the impact of the 1997 agreement in the WTO than a more general movement in the direction of financial opening which was taking place anyway and helped to shape the agreement. Watchwords in the submissions of major developed countries to the new round of negotiations include expanded market access and the removal from countries´ commitments of limitations affecting several different financial activities (horizontal limitations). Moreover attention has been drawn to the need for greater regulatory transparency in the treatment of foreign banks. Similar objectives were also pursued on the developed-country side in the negotiations which ended in 1997. In the WTO - as in many policy fora - developing countries continue to express their concerns about vulnerability to destabilizing capital movements. Although the rules of the GATS were designed to decouple liberalization of trade in financial services from that of capital-account transactions, they have not succeeded in alleviating several developing countries´ misgivings. Other matters to which developing countries have drawn attention are the need for greater harmonization of different limitations in countries´ commitments at the levels of national and local Government, and greater participation of developing countries in the setting of international standards with a bearing on market access and national treatment. Some subjects have been raised by both developed and developing countries but from divergent points of view. Thus both developed and developing countries have raised the need for clarification of the distinctions between the modes of delivery of financial services specified in the GATS where these have been blurred by recent technological change, though concerns on the two sides are motivated by differences of perspective. Moreover both have also focused on the connections between work on financial services in the WTO and that on different aspects of the international financial system elsewhere. But whereas the thrust of developed countries´ interventions here favours managing these connections in a mutually reinforcing way, developing countries are more circumspect owing to apprehensions as to the multiplication of factors incorporated in IMF surveillance and conditionality and of consequent constraints on national policy autonomy. Similarly the question of the scope of the prudential carve-out of the Annex on Financial Services developed countries appear to favour a tighter definition of its permissible scope, while many developing countries prefer to keep the carve-out broad and unconstraining. Both developed and developing countries have expressed support for more uniform classification of financial services in countries´ commitments but there has been less consensus as to problems linked to statistics for different modes of delivery.

RANKING OF FACTORS AFFECTING THE MOBILIZATION OF BANK RESOURCES USING ANALYTICAL HIERARCHY PROCESS (CASE STUDY: IRANAIN HEKMAT BANK)

Purpose: The purpose of this study is to identify and rank the factors affecting the resources mobilization of Iranian Hekmat Bank.Methodology: In this research, six main factors are considered in mobilizing resources and deposits of customers of the bank. The statistical population of this research is senior credits managers of Iranian Hekmat Bank. The ranking of these factors has also been done using Analytical Hierarchy Process (AHP) and Expert Choice Software (ECS).Main Findings: The results of this study showed that the factor of loyalty and organizational affiliation has the most impact on resources mobilization. Afterwards, communications and human factors, financial factors, advisory factors, service factors and physical factors are effective in mobilizing bank resources, respectively.Implications: The results of this study can be used to increase the quality of mobilization which directly affects the profitability of resources. Also this research can help other banks to absorb the financial resources and increases the level of invest in the banks. In addition it can help banks to improve their loan paying.Novelty: This research has focused on the large number of factors which can affect mobilization of bank resources which other previous researches have not addressed all these factors together. No other previous researches have focused on the strategies of fundraising, but in this research this goal has been focused

Banking Services and Customers Bank Selection Criteria (Evidence from Ethiopian Commercial Banks in Addis Ababa)

To design a suitable marketing strategy to keep existing customers and for attracting new ones, commercial banks need to identify the criteria on which customers determine their bank choice decision. Hence, the purpose of this study is to examine the significance of bank selection criteria and how customers rank the factors based on their importance level to prioritize banks and banking services. It also intends to present an analysis of gender differences on the relative importance of choice criteria in respect of selecting a bank and to bring about the opinion of customers on any extra services needed to be offered by banks. Both quantitative and qualitative methodologies are used, Based on responses given by 201 customers in Addis Ababa city from different occupations (students, employees, and businessmen), is employed in the analysis. A non-probability convenience sampling was also used. The finding from this study reveals that there are two most important bank selection criteria for customers are "convenience" and "service provision" for the entire customers while it is "bank's image" is the second most important factor for male customers. On the other hand, the least two important factors of bank selection for customers are "financial benefits/ technology", "reputation" and "promotion strategy" and "attractiveness” for female customers. Finally, it is recommended that hierarchical information integration is a potentially useful method for bank managers to study complex decision-making problems such as bank choice. Keywords: Bank selection criteria, Customers, Banks, and Banking service. DOI: 10.7176/JMCR/83-03 Publication date: December 31st 2021

Factors influencing in Islamic banking selection in Indonesia using partial least square-structural equation modelling

Although being populated by the largest number of Muslims in the world, the market share of Islamic Banking in Indonesia is only five percent of its total banking system. Hence, the quest to attract more Islamic banking customers is a major challenge to Indonesian banks. Few studies have used Theory of Reasoned Action (TRA), and Theory of Planned Behaviour (TPB) to identify factors influencing customers‟ intention and bank selection. This study aims to fulfil this gap by investigating the constructs of TRA, and TPB (attitude, subjective norm) with additional five new variables; pricing of product and services, religion, knowledge, technology support and government support on customers‟ intention and Islamic bank selection. Questionnaires were sent to 375 respondents of bank customers in West, Centre, and East regions of Indonesia. Using Partial Least Square Structural Equation Modelling, the extended model explains 48.8 percent of the total variance in intention. Attitude, subject norm, religion, knowledge and government support are found to have significant and positive influence on intention except for pricing. Using intention as a mediator, the model explains fifty one percent of the variation in bank selection. The result shows that intention positively and significantly mediates the relationship between attitude, subjective norm, religion, and knowledge with Islamic bank selection. Government support is found insignificant but positively related. Under the mediation effect, pricing becomes significant but negatively related to selection. The results imply that Indonesian Islamic banks should offer products at competitive prices to attract more customers. More importantly, Indonesian Islamic banks need to create strong intention by developing positive customers‟ attitude towards Islamic banking through greater dissemination of knowledge, peer and family reference and Syariah compliance. In conclusion, the results of PLS-SEM support the application of TRA and TPB theories to enhance Islamic banking selection in Indonesia