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Social networking sites usage in relation to banking activities Source: Global Consumer Banking Survey 2012 (Ernst & Young, 2012)
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In order to understand customers’ characteristics, banking management should create a good relationship with them. This article is focused on the relationship between communication management in banking system and the customer satisfaction and loyalty/retention. We consider Electronic Communication (e-Communication) is a crucial variable on custome...
Context in source publication
Context 1
... of efficiency than can be achieved with more traditional communication tools. Though being a new way of communication it is not an easy task for its usage. It requires new methods, new ways of thinking. And the results can be not always satisfying, because there are no well-known or well-researched methods and tools for Social Media involvement. Fig. 4 shows the percentage of social networking sites usage in relation to banking activities for mentioned reasons (Multiple-choice question where respondents selected all the categories that applied to them). E-Communication in e-banking can't be properly implemented without bank's official web site. Bank's website can be seen as a ...
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One of the puzzling features of China’s post-1978 economic reforms is how quickly its enterprises adapted to the new business environment. An insight into this puzzle is provided by Chinese state-owned banks in Hong Kong. From 1949–78 these banks, led by the Bank of China, represented China’s primary financial interface with the outside world. What...
Citations
... In comparison to the norm, the online user's digital application necessitates dependable and trustworthy devices. Keeping customers loyal and retaining them with electronic banking is a prominent strategy of banks (Kirakosyan & Dănăiaţă, 2014;Long et al., 2017;Ramesh et al., 2020). During the COVID-19 situation, the burden on electronic banking increased. ...
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This research aims to assess the impact of electronic banking mobile application quality factors, such as application design, trust, and reliability, on users' electronic loyalty in Pakistan's commercial banking sector. In addition, the influence of e-satisfaction as a mediator in the link between the quality characteristics of e-banking mobile apps and users' e-loyalty was investigated. A convenience sample of 218 clients of conventional banks in Pakistan provided the data. The questionnaire was derived from previously published works. The results indicated that reliability and trust have a significant impact on e-loyalty, but the design of mobile applications had a negligible impact. This study employs Cognitive-motivational-relational theory to examine the current literature on e-banking through the mediation function of electronic satisfaction. The current research aims to provide recommendations for increasing consumer loyalty and customer satisfaction in the commercial banking sectors of emerging economies. The current research aims to provide recommendations for increasing consumer loyalty and customer satisfaction in the commercial banking sectors of emerging economies. The study contributes to the understanding of the importance of mobile application quality factors in enhancing e-satisfaction, which in turn leads to e-loyalty.
... With just a click of a button, the customer can check the services or products on offer in different banks making it easy to compare and choose. Electronic banking has made banking more competitive and complex (Kirakosyan and Danaiata, 2014). Electronic banking has enabled customers to carry out several financial transactions from many different locations with just a few clicks. ...
The study examines the effect of electronic banking on financial inclusion in Nepal. Financial inclusion is the dependent variable. The selected independent variables are automated teller machine, point of sale terminal, internet banking, mobile banking, andagency banking. The primary source of data is used to assess the opinions of the respondents regarding the financial inclusion and electronic banking. The study is based on primary data of 150 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The regression models are estimated to test the significance and importance of electronic banking on financial inclusion in Nepal. The study showed that automated teller machine has a positive impact on financial inclusion. It indicates that increase in number of automated teller machines leads to increase in financial inclusion. Similarly, mobile bankinghas a positive impact on financial inclusion. It indicates that better orientation towards mobile banking leads to increase in financial inclusion. Likewise, internet banking has a positive impact on financial inclusion. It indicates that better orientation towards the internet banking leads to increase in financial inclusion. Furthermore, agency banking has a positive impact on financial inclusion indicating that increase in agency banking leads to increase in financial inclusion. Lastly, point of sale has a positive impact on financial inclusion. It indicates that better orientation towards point-of-sale services leads to increase in financial inclusion.
... The E-service is among the most real evidence of the banking industry's grasp of changes and new trends in fulfilling customer demands (Jain & Sarupria, 2020). The banking industry is more oriented to adopting the new communication media in the digital market, as E-banking services Empower customers to conduct a series of financial transactions from the comfort of their homes or workplaces (Omariba et al., 2012;Kirakosyana & Danaiaţab, 2014). ...
... There is no doubt that most banks realize the importance of adopting E-communication systems in understanding the characteristics and requirements of customers and striving towards creating an electronic experience to achieve their satisfaction (Capgemimi, 2016). According to, Kirakosyana and Danaiaţab (2014) that most researchers and analysts agree that the banking industry has missed a great opportunity to benefit from social media networks within the scope of its Business. Although the use of such networks means conducting financial transactions via mobile phones at any time and from anywhere, and this in itself is a challenge for an industry with a high level of regulation, banks need to start thinking and developing serious scenarios in dealing with social media networks. ...
With a marketing environment in which the winds of change are intense due to technological developments, CRM based on modern technologies and the Internet has become an indispensable step to achieve the best response and build a superior customer experience among service organizations. Therefore, the study sought to provide an insight that reveals the importance of the influence and correlation relationship between E-CRM and the customer experience in the field of E-banking service. A structured questionnaire was used to survey a sample of 472 customers who use E-services in commercial banks operating within the administrative boundaries of Basra Governorate - Iraq. The results showed that E-CRM is an important variable in building an experience that the customer sees as distinct. The study recommended that banks should seek to employ networks or digital platforms as effective channels to achieve real rapprochement with customers and build an experience that the customer sees as wonderful.
... Um dos elementos da comunicação mais relacionado a inovação é a internet, englobando ferramentas como blogs, e-mail-marketing, redes sociais, sites, fóruns, comunidades, entre outros, podendo ser denominada de e-Communication (Comunicação Eletrônica) como proposta por Kirakosyan & Dănăiaţă (2014). ...
... E-commerce offers many opportunities for businesses that operate even in the short-term. Hence, managers must create and present new ways and systems in order to adapt to the vast changes in technology (Kirakosyan and Dănăiaţă, 2014;Mokhtarzadeh et al., 2021). ...
Nowadays, organisations are widely looking for ways and methods to interact and communicate efficiently with customers in order to influence them. Internet technology enables organisations to catch new customers, track their online behaviour and performance, and makes the communications, products, services and prices unique. The main purpose of this study is to prioritise electronic customer relationship management (e-CRM) implementation practices based on an integrated fuzzy approach. To achieve this goal, after identifying criteria influencing on e-CRM using expert opinions and literature review, these criteria were analysed using the fuzzy decision making trial and evaluation laboratory (F-DEMATEL) technique. Eventually, these practices were prioritised using the fuzzy technique for order of preference by similarity to ideal solution (F-TOPSIS) technique. The results indicated that practices named: ‘online and electronically transaction and communication with the customer (P7)’, ‘integrate the data and information and tools needed to catch more customers (P10)’ and ‘technology development across the organisation (P9)’ are respectively in the first to third order.
... E-commerce offers many opportunities for businesses that operate even in the short-term. Hence, managers must create and present new ways and systems in order to adapt to the vast changes in technology (Kirakosyan and Dănăiaţă, 2014;Mokhtarzadeh et al., 2021). ...
Nowadays, organisations are extensively looking for ways and methods to interact and communicate efficiently with customers in order to influence them. Internet technology enables organisations to catch new customers, track their online behaviour and performance, and makes the communications, products, services and prices unique. The main purpose of this study is to prioritise electronic customer relationship management (e-CRM) implementation practices based on an integrated fuzzy approach. To achieve this goal, after identifying criteria influencing on e-CRM using expert opinions and literature review, these criteria were analysed using the fuzzy decision-making trial and evaluation laboratory (F-DEMATEL) technique. Eventually, these practices were prioritised using the fuzzy technique for order of preference by similarity to ideal solution (F-TOPSIS) technique. The results indicated that practices named: 'online and electronically transaction and communication with the customer (P7)', 'integrate the data and information and tools needed to catch more customers (P10)' and 'technology development across the organisation (P9)' are respectively in the first to third order.
... In the financial sector, new technologies (Asad, Mohajerani & Nourseresh, 2016;Kirakosyan & D an aiat a, 2014), intense competition and constant changes in customer needs (Karpen et al., 2015;Kreuzer et al., 2020;Moormann & Palvölgyi, 2013) led banks to seek for customer satisfaction not only through good products but also the offering of value through their processes (Palvölgyi & Moormann, 2021). Therefore, this article aims to analyze how an organization in the financial sector prioritizes its business processes for improvement projects and what criteria are adopted for such prioritization. ...
... It concerns the combination of processes with information technology (systems and information), thus enabling many administrative activities to be handled through integrated algorithms (Ferreira, 2002). This criterion is in line with the need for new technologies (Asad, Mohajerani & Nourseresh, 2016;Kirakosyan & D an aiat a, 2014). Table 2 presents a summary of the comparison between the two models. ...
Purpose
This paper aims to analyze and examine how an organization from the financial sector prioritizes its business processes and what criteria are adopted to select the most appropriate process for improvement projects.
Design/methodology/approach
This descriptive research is based on an exploratory approach. Qualitative methodology was applied to a case study through on-site observation, documentation analysis and semi-structured interviews.
Findings
The results confirm criteria mentioned in the literature, such as financial aspects and strategic impacts, but also raised a new critical issue: automation potential of manual processes, reflecting the current movement of process automation.
Research limitations/implications
As a limitation of this study, it is worth mentioning the application in only one organization in the financial market and the small number of respondents, even though they occupy leadership positions in the organization.
Practical implications
As a practical implication, the present work offers a direction for managers of the financial sector in structuring and applying models for prioritizing processes aimed at organizational efficiency.
Social implications
Automation solutions for process improvement need careful study to minimize impacts in human resources reduction. In this sense, the eligibility of a process for automation must be carefully considered.
Originality/value
This paper presents the evolution of the process prioritization model adopted by a large institution in the financial market, which has a significant presence in the Brazilian and international markets as a commercial and wholesale bank.
... The banking sector is one of the sectors that has taken a strong interest in digitization. Indeed, the speed of growth of technology has more influence on banks sector than on others [1]. In addition to that, the international economic crisis and the resulting crisis of confidence in the markets has affected several financial institutions. ...
Financial institutions have been forced to make investments to maintain and improve customer satisfaction through E-banking offers. This electronic channel has demonstrated its importance by changing the traditional concept of financial institutions. By understanding the main factors that encourage customers to use electronic banking services, this helps to further develop this communication channel and take advantage of its benefits by allowing banks to remain competitive and profitable over the long term. This work is a state of the art which attempts to answer, through previous work in the field of E-banking, the following question: What are the factors influencing the adoption of electronic banking services among banking customers? Identifying these factors is an essential objective to change the characteristics of the service in order to make its adoption more attractive and increase its level of use. The results obtained confirm the presence of several recurring factors in the literature such as facilitating conditions, trust, perceived usefulness and social influence. By clearly identifying the most influential adoption factors, this enabled us to formulate a set of recommendations to the practitioners of E-banking.
... All the companies operating in the e-commerce area want to increase customer loyalty and increase their specific market share (Agheorghiesei and Ineson, 2011; D an aiaţ a and Kirakosyana, 2014). In the Czech Republic, a study conducted by Tahal (2014) revealed that e-commerce loyalty programs have a significant impact on the young adult population. ...
Purpose
The purpose of this article is to highlight the relevance of the factors that influence the satisfaction of e-commerce consumers in Romania and Moldova. The study aims to clearly define the main influence factors, so that the marketing managers of the online stores can adopt scientific well-founded decisions.
Design/methodology/approach
The paper opted for a study including a large sample of 399 respondents from two countries. For the analysis of the factors influencing the e-commerce satisfaction, multiple linear regression analysis was implemented, and their differentiation within the two countries was highlighted by multivariate analysis of variance.
Findings
The research conducted and the results obtained show that there is a differentiation of the factors that influence the level of satisfaction of e-commerce users in Romania and Moldova.
Research limitations/implications
The research is still limited in terms of population studied to only two countries: Romania and Moldova. Although the study is intended to be exhaustive by analyzing no less than 11 factors influencing the satisfaction generated by e-commerce, it is still limited to this group of representative factors. Another limitation has to do with the limited number of demographic variables the authors have included.
Practical implications
Based on the results, the managerial implications for e-commerce companies that want to uniquely address consumers in Romania and Moldova are related to the decisions of marketing and sales managers who must allocate budgets and resources to improve the eight aspects highlighted in the paper. Also, the e-commerce companies should not allocate resources for the implementation of functionalities such as in-app after sales services, the possibility to cancel an order or the live consultant support feature, because these aspects do not influence the satisfaction of e-commerce consumers in Romania and Moldova.
Originality/value
This paper is the first in the scientific literature that implements a comparative study on the influence factors regarding the e-commerce satisfaction in Romania and Moldova. Also, it is important to mention that the present study is an exhaustive one because it includes many influence factors that were analyzed separately in the previous research papers from literature review.
... With just a click of a button, the customer can check the services or products on offer in different banks making it easy to compare and choose. Electronic banking has made banking more competitive and complex (Kirakosyan and Danaiata, 2014). Electronic banking has enabled customers to carry out several financial transactions from many different locations with just a few clicks. ...
The study examines the effect of electronic banking on financial inclusion in Nepal. Financial inclusion is the dependent variable. The selected independent variables are automated teller machine, point of sale terminal, internet banking, mobile banking, and agency banking. The primary source of data is used to assess the opinions of the respondents regarding the financial inclusion and electronic banking. The study is based on primary data of 150 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The regression models are estimated to test the significance and importance of electronic banking on financial inclusion in Nepal. The study showed that automated teller machine has a positive impact on financial inclusion. It indicates that increase in number of automated teller machines leads to increase in financial inclusion. Similarly, mobile banking has a positive impact on financial inclusion. It indicates that better orientation towards mobile banking leads to increase in financial inclusion. Likewise, internet banking has a positive impact on financial inclusion. It indicates that better orientation towards the internet banking leads to increase in financial inclusion. Furthermore, agency banking has a positive impact on financial inclusion indicating that increase in agency banking leads to increase in financial inclusion. Lastly, point of sale has a positive impact on financial inclusion. It indicates that better orientation towards point-of-sale services leads to increase in financial inclusion.
