Customer Intention to Stay with Banks: The Role of Virtual Service

Identifying the success factors that contribute to customer satisfaction and loyalty are the crucial and it is a continuous process in order for firms to stay competitive. This paper examines the factors that determine the customer satisfaction and loyalty and its causal effects using a theoretical model. The research model consists of four exogenous latent constructs, namely service quality, perceived value, brand image and online banking quality. Customer satisfaction is the mediator and the endogenous variable is intention to stay. Data relating to the constructs were collected from 12 banks' customers located in the Klang Valley by using convenience sampling method, and subjected to Structural Equation Modeling (SEM) analysis. The hypothesized structural model fits the data well. The results disclose that perceived value and online banking quality have a direct and indirect effect on intention to stay, while service quality and brand image have only an indirect effect on intention to stay

E-Business Strategy to Adopt Electronic Banking Services in Ethiopia

E-banking services in Ethiopia are increasing among low-income populations; however, with over 53 million mobile service users countrywide, more than 85% of the population still lacks access to banking services. A single case study was used to explore e-business strategies that bank managers use to promote the adoption of electronic banking services to the unbanked population in Ethiopia. The extended resource-based view of strategy served as the conceptual framework for this study. Data were collected from interviews with 12 experienced bank managers from leading commercial bank in Ethiopia. Data were analyzed using coding techniques and word clustering, with the help of qualitative data analysis software. After member checking and methodological triangulation, data were sorted into 5 themes including ensuring leadership, creating accessibility, fostering customers\u27 acceptance, leveraging unique features and organizational resources, and building an e-banking ecosystem. The result showed that bank managers need to develop a customer-centric organizational posture and they should focus to build e-banking ecosystem inside and outside the country so that they can realize their vision to become global competitors. The findings from the study may contribute to positive social change for the unbanked communities in Ethiopia by informing bank managers options of e-banking adoption strategies thereby improve the convenience and accessibility of banking services

E-loyalty:A Study on E-loyalty of Conventional Bank Customers in Banda Aceh City, Indonesia

The purpose of this research is to analyze e-loyalty of conventional bank customers through a qualitative approach. The research was conducted in the city of Banda Aceh, Aceh Province (Indonesia) by determining a total sample size of 200 samples which were selected through purposive sampling method. A total of 385 respondents were given a set of questionnaires but after a period of 3 months only 156 respondents sent back the questionnaire (response rate was 40.52%). The results of the study found that the average score of e-customer loyalty to conventional banks that have internet banking facilities is high, they feel that internet banking can really fulfill their personal needs, easily and efficiently make transactions anywhere and anytime, and through the use of internet banking they feel more prestigious. Keywords: e-loyalty, internet banking, conventional bank, personal need, efficiency, prestige DOI: 10.7176/EJBM/12-36-07 Publication date: December 31st 202

Structured Review of Research Methodologies Applied in Internet Banking

Internet banking has been studied for about last two decades. This study conducts a review of the research techniques used in internet banking domain for last fifteen years (2002 to 2017). The research papers were selected from various reputed databases and subjected to content analysis before inclusion. The study will enable the researchers and bankers to understand the rigor of analysis, choose appropriate research technique and further develop methodologies for conducting research in the field of internet banking. Keywords: Internet banking, sampling methods, survey instrument, data analysis technique

Niat Berpindah Nasabah yang Termigrasi Paksa ke Bank Syariah Indonesia

Background – The merger that was done by BUMN Islamic Banks in Indonesia to form Bank Syariah Indonesia (BSI) has forced the customers to switch to the new system. This switch may create resistance. As this phenomenon is still new, therefore, there are still very limited studies that investigate it. Aim – This study is aimed to investigate factors that influence customer switching intention to Bank Syariah Indonesia (BSI). Design / Methodology / Approach – This study collected 106 respondents and the data is analyzed using PLS-SEM. The purposive sampling technique is chosen by creating criteria for the sample, such as ex-Bank Syariah Mandiri, BRI Syariah, and BNI Syariah customers who are forcedly switched to Bank Syariah Indonesia (BSI). Findings – This study shows that trust has a significant effect on satisfaction, but it does not influence switching intention. Satisfaction is significantly influenced by service quality, but it has a negative effect on switching intention. Interestingly, service quality also does not influence switching intention. Conclusion - This study concludes that customer switching intentions are significantly influenced by customer satisfaction, but not by trust and service quality. Research Implication – The findings of this study are expected to be used by Bank Syariah Indonesia (BSI) managers in designing a customer loyalty program. So that, the customers who are forcedly switched can stay.   Limitations – Most of the respondents in this study are from Java Island. This unbalanced proportion might affect the validity of the findings

Determinants of customer acceptance of e-banking in Iraq using technology acceptance model

Electronic banking (e-banking) is a form of banking in which funds are transferred through an exchange of electronic signals along to the traditional banking process as the exchange of cash, checks, or other types of paper documents. Moreover, the general tendencies of the Iraqi government in line with other countries to adopt e-banking and provide e-services to customers. However, the determinants of e-banking services need to investigate to determine the variables affecting the rate of such adoption. Thus, the main aim of this study is to identify the determinants of e-banking services in Iraq. Hence, this study gives an investigation using the technology acceptance model (TAM) by selecting a sample for many Iraqi banks' customers and staff to determine the determinants of user acceptance of e-banking. A preliminary study was conducted to empirically determine the user acceptance determinants of e-banking. For data collection, a quantitative method was used represented by the questionnaire. The selected sample for the investigation is 200 (customers and staff). Several methods have used for data analysis such as hierarchical regression, one-way ANOVA, descriptive statistics, t-test as well as structural equation modeling (SEM). The obtained outcomes show there are several determinants of e-banking services in Iraq that have determined in this study. Moreover, this study confirms the overcoming of those determinants will give a highly positive impact on e-banking services

¿Influye la experiencia en el uso continuado de los sistemas de pago móvil NFC en el transporte público?

El interés hacia el pago mediante el teléfono móvil está creciendo en nuestra sociedad como alternativa al uso de efectivo, cheque o tarjetas de crédito. El presente estudio tiene como objetivo analizar la situación de los sistemas de pago móvil NFC en el transporte público, así como los factores que afectan a la intención de continuar empleando este sistema entre los usuarios. Para cumplir con estos objetivos se realizó una encuesta personal sobre una muestra de 180 usuarios del mismo. Los resultados evidencian que la satisfacción y la calidad son las dos variables más valoradas por los usuarios en el manejo del sistema analizado. Por otra parte, el efecto de la experiencia no tiene efecto moderador alguno en las relaciones propuestas. Por último, el trabajo presenta las principales implicaciones para la gestión y recomienda algunas estrategias para reforzar este nuevo servicio en el contexto de los avances tecnológicos.The interest towards mobile payment is growing as an alternative to the use of cash, checks or credit cards. The present study aims to analyse the situation of NFC (Near Field Communication) mobile payment systems in public transportation, as well as the factors that affect continuance use intention of this system among users. In order to meet these objectives a personal survey has been conducted gathering data from a sample of 180 participants. The results show that satisfaction and quality are the two most valued variables by users in the handling of the analyzed system. On the other hand, the effect of experience has no moderating effect on the proposed relationships. Finally, the paper shows the main implications for management and recommends strategies to reinforce this new business in the context of technological advances

Nias-mukalla web based systems success measurement and students satisfaction evaluation based on security factor of systems quality engineering theory (ISO 25010) and other factors

Latest studies reported that systems success measure suffers from mix of results and limited models that help in success measurement and evaluation. Because of systems models are domain specific and context related, there is a dire need for taking the measure to other perspectives like using related external factors such as management support or using software engineering theories such as ISO 25010. This study aimed to move the measure from a business perspective to other perspectives. This study investigated NIAS-Mukalla student satisfaction based on security, management support, computer anxiety and usefulness. All these independent variables found to be positively and significantly affected the satisfaction of the users. NIAS-Mukalla students were satisfied with the web-based systems

Elucidating the Factors Affecting Entrepreneurs’ Intention to Adopt Social Media in Their Business: A Perspective from Indonesia

Purpose: This study aims to identify the factors that influence the incorporation of social media into business activities by Indonesian Millennial. In Indonesia, although the adoption of social media can bring many advantages for the business, only a small portion of Indonesia's small and medium enterprises have fully utilized social media in their business. Most of them only use social media only to market or showcase their product. Meanwhile, only 15% of them have used social media in the selling and transaction process. This is unfortunate as it has been proven that the adoption of social media in the business can help SMEs in day-to-day operation, as well as help them to escalate their business performance.   Theoretical Framework: The integration of UTAUT and TAM models was employed to understand entrepreneurs' intentions in applying social media to their businesses. Performance expectancy, effort expectancy and social influence were proposed as the predictor of attitude toward using social media in business, which in turn would influence the intention to adopt social media in business.   Design/Method/Approach: This study employed the conclusive research design, specifically descriptive research design, as the objective of the research is to examine the relationship between proposed antecedents and the outcome variable. Three hundred and sixty-two valid responses were acquired through an online survey. PLS-SEM analysis was then conducted to test proposed research hypotheses using smartPLS software.   Findings: From the hypotheses testing, it is found that all proposed predictors were proven to be able to affect social media adoption intention, in which social influence was found to contribute the most. This study emphasizes the importance of performance expectancy, effort expectancy, social influence, and attitude in encouraging the adoption of social media in business for millennial entrepreneurs in Indonesia. This study also gives insight to the Government or policy maker regarding how to use these factors in designing the strategy to increase social media adoption in millennials business in Indonesia