Exploring Cross Channel Dissynergies in Multichannel Systems

In this paper, the authors propose that in a multichannel environment, evaluative conflicts (dissynergies) between service channels exist. Building on status quo bias theory, they develop a model which relates offline channel satisfaction to perceptions about a new self-service channel. Data were collected from 639 customers of a German bank currently using offline investment banking. Results of structural equation modeling show that offline channel satisfaction reduces the perceived usefulness and enhances the perceived risk of the online channel. These inhibiting effects represent a status quo bias. The two perceptions fully mediate between offline channel satisfaction and intention to use the new self-service channel. Trust in the bank shows both adoption-enhancing effects and an adoption-inhibiting effect. Finally, the negative relationship between offline channel satisfaction and perceived usefulness is significantly stronger for men, for older people, and for less experienced Internet users. This study has both theoretical and managerial relevance as it helps to understand consumer behavior in multichannel environments and provides implications for the design of multichannel service strategies

Customer Trust Model for Malaysian Internet Banking

One of the critical components impacting accomplishment of internet banking services is trust of customers. Obtaining customer trust depends on different factors that internet banking struggle to control. The purpose of this research is to make clear and simplify the particular interrelationships and interaction effects between customer's online trust and other related variables such as satisfaction, loyalty and so on in internet banking. In addition, a model of consumer's trust in internet banking depending on the investigation regarding previous studies has been developed. To examine the model some sort of descriptive survey has been applied. According to a sort of a group’s random choosing skim, the survey sample population consisted of 318 randomly obtained from students in the UTM (University Technology Malaysia) who are user of internet banking service. A significant part of the result discovered trust beliefs relate directly with satisfaction, integrity, benevolence, competency and loyalty. Keywords: Trust, Internet Banking, Critical Factors, Malaysia, Customer

The Influence of Bank Image, Accessibility, and Customer Relationship Management on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City

Purpose:  To test and analyze partially the effect of bank image, accessibility, and customer relationship management on customer satisfaction at Islamic banks in Makassar City. To test and analyze the partial effect of bank image, accessibility, and customer relationship management on customer loyalty through customer satisfaction at Islamic banks in Makassar City.   Theoretical framework: To test and analyze partially the effect of bank image, accessibility, customer relationship management, and customer satisfaction on customer loyalty at Islamic banks in Makassar City   Design/Methodology/Approach:  The population is 145,280 customers, and the sample is 400 customers. Methods of data collection using a questionnaire. The sample collection method is purposive sampling. The analytical method uses the Structural Equation Model (SEM).   Findings:  The results of the study show that: Bank image, accessibility, and customer relationship management partially have a positive and significant effect on customer satisfaction at Islamic banks in Makassar City. Bank image, customer relationship management, and customer satisfaction partially have a positive and significant effect on customer loyalty at Islamic banks in Makassar City.   Research, Practical & Social implications:  Accessibility has a positive and insignificant effect on customer loyalty at Islamic Banks in Makassar City. Bank image, accessibility, and customer relationship management partially have a positive and significant effect on customer loyalty through customer satisfaction at Islamic banks in Makassar City.   Originality/Value: Loyal customers do not make accessibility the main factor in creating a loyal attitude but prioritize the image of Islamic Banks and Customer Relationship Management as factors that contribute significantly directly to loyalty

The Importance of Information, System and Service Quality of E-commerce Website on Customer Satisfaction and Loyalty in Bangladesh

Online business is gaining momentum day by day in the world and in Bangladesh in general, the number of e-commerce businesses is constantly increasing which is the result of how the technology and how it is being done is getting better. Guided by the purpose of this study “Examining the importance of information quality, system quality and service quality of electronic commerce websites to the customer satisfaction and loyalty in Bangladesh”, research has conducted based on knowing the relationship between website quality and customer satisfaction and loyalty. With the help of 450 participants, this study found that young people participated in online shopping more than other categories of residents in Dhaka, the Capital city of Bangladesh where the survey was conducted. Another finding of this study is that both under-graduates and post-graduates are highly involved. Most online shoppers have shown that they do it at least once a month, with 37.8 percent doing it. To find out the relationship between (information quality, system quality, and service quality) and customer satisfaction and loyalty, SPSS (16.0) was used and the study found that all factors of website quality have a strong and direct relationship to satisfaction and loyalty of customers and results also find that satisfaction is closely related to loyalty. Current research has advised online business owners to pay close attention to all factors of website quality as they are more important factors in satisfying customers, attracting new customers and expanding or promoting e-commerce in general. Keywords: Information Quality, System Quality, Service Quality, Customer Satisfaction, Customer loyalty. DOI: 10.7176/EJBM/12-14-11 Publication date:May 31st 202

Factors Influencing the Adoption of Electronic Banking in Kenya: A Case of Commercial Banks in Nairobi County

The revolution of information technology has transformed the financial services industry. Despite the undeniable importance of financial innovation in improving service delivery, there is inadequate understanding about the drivers of adoption of e-banking systems. The study established the influence of organizational capability, perceived technological risk, perceived usefulness, and perceived ease of use on the adoption of e-banking in Kenya. The study is grounded on the Technology Acceptance Model (TAM) and Technology-Organization-Environment (TOE) framework. The findings show that the presence of electronic systems, databases, and applications; effective management and oversight, and financial capacity are prerequisite to adoption and use of e-banking services. The main risks perceived by respondents were the effect of incorrect entries, time taken to learn how to use the system, and system outages that may affect access to accounts. E-banking was also perceived to be faster, easier, and better than traditional systems, with many users’ comments on perceived ease of use confirming that the graphic user interfaces are clear, easy to use and do not demand much mental effort. Multiple regression coefficients indicated a statistically significant relationship between organizational capability and perceived usefulness and the adoption and use of e-banking services. There was no statistically significant relationship with perceived risk and perceived ease of use

Mediating Role of Customer Trust in Predicting Customer Commitment Through Automated Service Quality in Commercial Banking

The automated service quality is a critical decider to scale customer commitment in commercial banking industry. Customer trust mediates the direct relationship among automated service quality and customer commitment. Customer trust in banking can be a competitive advantage for a service firm to compete in the market. Customer trust creates customer commitment and helps a bank to have new customers and sustain the existing ones. Current study explains the mediating role of customer trust while describing the relationship among automated service quality and customer commitment. Survey technique is used to collect data using an adopted questionnaire. Data analysis is done using Preacher and Hayes mediation method to prove the deducted hypothesis. The results demonstrate that features of online banking services create customer trust. Customer commitment of banking customers is mediated by the elements of customer trust, built on automated service quality features. These results have managerial and research implications for operations and strategy formulation in the banking industry. Results are valuable to smooth the provision of online services in the banks and financial institutions where information technologies are being used

Trust, Security and Perceived Risk Models for Designing Internet Banking

This research assesses the behaviour patterns of existing bank customers towards Internet banking service in the UK (non-adopters and adopters), and their continuing usage or abandonment of service. The study also develops a theoretical model for trust, risks and Internet banking security, to achieve safety in the area of Internet banking services. Specifically, the majority of existing studies neglect patterns of post-adoption (continued use and abandonment of use) of Internet banking; focusing instead on either adoption or acceptance of internet banking (pre-adoption). The research in this thesis responds to this gap in the existing literature, offering a reassessment of the authentic use of Internet banking services in the UK. It does so by exploring the influence of trust, perceived risk, and security concerns, on customers’ behaviour and intention to use or not use Internet banking services. To address the study aims, it first develops conceptual frameworks. These encompass trust, security and perceived risk factors, and identification, and determine what influences consumers in their non-adoption, adoption, continued use, or abandonment of Internet banking. The study investigates customers located in Leicester city, and applies a quantitative research design, using a survey as the primary means of data collection. There were eight hundred and thirty eight valid copies (838) of the questionnaire, comprising a sample of 503 Internet banking users, 291 non-users of Internet banking and 44 abandoners of Internet banking. III A combination of simple regressions, correlation coefficients and frequencies (Categorical Variables), was used to analyse the data, by subjecting it to statistical analysis software SPSS. Initial statistical results displayed that 34.7% of the study sample were non-users of Internet banking, with Internet banking services abandonees being a minority. They represented just 5.30%, i.e. 44 customers from an overall study sample of 838. For them, trust, security and perceived risk were significant influences. Similarly, in adoption and continuity models, 60% of active users mentioned that trust has a low effect on their intentions for Internet banking adoption, while security and perceived risk had a very low influence on service adoption. On the other hand, the findings demonstrated that one-third of the users sampled mentioned other Internet banking adoption factors besides trust, namely: convenience, ease of use, saving time, ease of access, good monitoring and control of accounts, and speed when performing transactions. With regard to the continuity of usage, 87% of service users agree, or strongly agreed, about their future intentions regarding continuity. Reasons for continued use of Internet banking were trust, security and perceived risk. Additionally statistical analysis found weak relationships between perceived intentions and three factors. Further, the findings also highlighted that the relationships between demographic characteristics and customers’ trust, security and perceived risk were weak in three areas (Non-users, Abandoners and Users). One of the main contributions of this study is the development of a safety area model for Internet banking usage. The safety aspects identified were trust, security and low-risk degree between 53%, 51% and 9%, according to customers’ recommendations. IV This model will serve as a basis for future studies, to determine safety area in which to exercise Internet banking. However, the usefulness of this may vary from one environment to another and by time. Overall, the research contributes to knowledge and understanding of Internet banking patterns during two phases: pre-adoption and post-adoption of services (non-adoption, abandonment, adoption and continuity of use).Moreover, the research findings and insights will help bank executives, developers, academics, managers, and stakeholders, to formulate strategies and service frameworks to induce clients to accept services. Furthermore, maximising productivity and profitability through the creation of sustainable relationships in the long term with users will improve their satisfaction and retention. Bank administrators and decision makers should take advantage of the safety area model, and consider the views and recommendations of customers

An investigation of the internet banking (IB) adoption, use, and success in Saudia Arabia (SA)

This thesis attempts to empirically investigate the different factors that have relation with the adoption, use and success (Dependent variables) of Internet Banking (IB). It extended the previous marketing literature and TAM model by investigating different factors that might have relationship with the adoption and use of the IB. In addition to that, and since the success of IB has not been found in the reviewed literature, this study introduces the success variable following the DeLone and McLean (2003) IS success model. This thesis responds to several researchers’ calls by conducting an investigation in Saudi Arabia (SA), where it has special socio-economic motives and social values such as Islamic Banking (IsB).The data of this study were collected through a survey (postal questionnaires), sample (n=1000), which has been conducted randomly using SA’s Residential Telephone Directory. A total of 228 usable questionnaires were returned (22.8% response rate). The data were analysed using descriptive statistics method, and a factor analysis was also used to classify the variables into a set of dimensions. Moreover, multiple regression analysis was performed to test the research hypotheses. As a result, the researches’ models of adoption, use and success have shown high, good and fair prediction powers (R²=62%, 39.4% and 30%, respectively), which are comaparable to other studies in the area.The research findings suggest that awareness, resistance to change, satisfaction, perceived ease of use, self-efficiency, high cost, availability of IsB services online, and income (independent variables) were affecting the IB customers’ adoption, use and success in different degrees. The awareness and self-efficiency of the IB were found to significantly affect the adoption of IB, whereas self-efficiency and satisfaction “convenience” significantly affect the use of IB. However, frequency and wide range of the used IB services, satisfaction “time saving and customers’ needs fulfilment”, income and the availability of IsB services were found to also affect the success of the IB services. Surprisingly, the research findings indicate that security does not contribute significantly to the adoption, use, and success of IB services and that is due to some reasons which is recommended for future studies. It is also essential to highlight that IB customers’ satisfaction was found to be a very significant factor in motivating the new adopters to use the services frequently, which will lead to a successful competitive performance. This thesis concludes with implications for researchers, practitioners, and policy makers in addition to research limitations and recommendations for future studies

Islamic banks and service quality : an empirical study of the UAE

EThOS - Electronic Theses Online ServiceGBUnited Kingdo