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An empirical investigation of the Turkish consumers’ acceptance of Internet banking services
Abstract
An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer-related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.
... Laukkanen and Pasanen (2008) found age and gender to be differentiating factors between mobile banking and other 7 forms of banking. Age has been found to negatively influence the adoption and use of online banking (Polatoglu et al., 2001;Karjaluoto et al., 2002). Katz et al. (2016) mentioned that technology adoption is informed and constrained by limited discretionary income. ...
... Katz et al. (2016) mentioned that technology adoption is informed and constrained by limited discretionary income. Polatoglu et al. (2001) and Karjaluoto et al. (2002) found that higher income was favorable to online banking use. Higher education leads to the adoption and use of online banking (Polatoglu et al., 2001). ...
... Polatoglu et al. (2001) and Karjaluoto et al. (2002) found that higher income was favorable to online banking use. Higher education leads to the adoption and use of online banking (Polatoglu et al., 2001). The findings of Karjaluoto et al. (2002) further reinforce this notion. ...
The adoption of empirical methods for secondary data analysis has witnessed a significant surge in IS research. However, the secondary data is often incomplete, skewed, and imbalanced at best. Consequently, there is a growing recognition of the importance of empirical techniques and methodological decisions made to navigate through such issues. However, there is not enough methodological guidance, especially in the form of a worked case study that demonstrates the challenges of imbalanced datasets and offers prescriptive on how to deal with them. Using data on P2P money transfer services, this article presents a running example by analyzing the same dataset using several different methods. It then compares the outcomes of these choices and explicates the rationale behind some decisions such as inclusion and categorization of variables, parameter setting, and model selection. Finally, the article discusses certain regressions models such as weighted logistic regression and propensity matching, and when they should be used.
... These findings are summarized in Table 2. The study of Polatoglu and Ekin (2001) established that those with high familiarity with the internet find internet banking simple while enjoying great benefits such as 24/7 access and time savings (Pew, 2003as cited in Hosein, 2009). Meanwhile, Nehemia et.al (2017) and Bansal and Joshi (2015) highlighted that an easy-to-operate system and its good appearance enables customers to exert less mental effort leading them to enjoy doing financial transactions. ...
... Hanafizadeh and Khedmatgozar (2012) stressed that the cause of potential loss resulting from Inhambre, R. & Badoy, R.C. / Southeastern Philippines Journal of Research and Development , Vol. 28, No. 2 (September 2023) 69-86 fraud and the risk of hacking is the lack of the web portal's security. Also, Polatoglu and Ekin (2001) pointed out that people with less experience in performing financial transactions over the Internet find it hard to use. Alajmi et al. (2018) highlighted the importance of trust in the clients' intent to adopt Internet banking while Begum and Jahangir (2008) noted that internet banking will likely be patronized if the perceived usefulness is high. ...
... Specifically, there is a weak significant relationship between the level of awareness of Internet banking and the level of usage. Ahmad and Bansal (2013) highlighted the study of Polatoglu and Ekin (2001), confirming that clients with high internet banking knowledge and skills find it easier to use the Internet facility. The results also relate to the study of Alzubi, Al-Dubai, Farea (2017), and Padachi, Rojid, and Seetanah (2007), which disclosed that the level of awareness has a significant relationship with intent and actual use of Internet banking services. ...
The Internet has transformed the face of banking in recent years. Client attitudes towards Internet banking depends on their perception of the services and the accompanying risks. Internet use has never been this indispensable, especially during lockdowns such as the COVID-19 pandemic. Hence, the study was undertaken to determine the factors that affect the level of usage of Internet banking services among depositors in Davao City, Philippines. A descriptive-correlational research design was employed to analyze the responses of 300 clients of five identified banks located within the first administrative district of Davao City. The survey data reveals that the respondents sometimes used Internet banking services; they considered themselves literate with Internet banking; they perceived Internet banking as convenient but were concerned about its service efficiency; they found Internet banking easy to operate but not that enjoyable; their priority concern was financial risk, followed by security and privacy. Findings further show a significant difference in the level of usage of Internet banking services when grouped by respondents’ age, DOI adopter classification, highest educational attainment, operating system used, and primary source of awareness. Finally, the level of awareness and perceived ease of use significantly predict the level of usage of Internet banking services. Lack of onsite bank transactions due to restrictions may force the banking public to use the internet to do their business. Banks may intensify their awareness campaign, further enhance their platforms, and address security and risk concerns to entice more clients to patronize Internet banking.
... E-banking reduces not only operational cost to the bank but also leads to higher levels of employee satisfaction and retention. As a result E-banking is very attractive to bankers and consumers, who now have higher acceptance to new technology [14] . It is observed that the E-banking enables banks to offer low cost and high value added financial services [13][14][15][16] . ...
... As a result E-banking is very attractive to bankers and consumers, who now have higher acceptance to new technology [14] . It is observed that the E-banking enables banks to offer low cost and high value added financial services [13][14][15][16] . US web-corporation argues that finally banks are finding that a comprehensive E-banking strategy is indispensable for success in the increasingly competitive financial services market. ...
This paper sought to analyse the risks and benefits of E-banking for two selected commercial banks in Rajshahi Division, Bangladesh. One of them is Private Commercial Bank and another one is Government Commercial Bank. Cross sectional survey was used to experiment the objectives and hypothesis of the study. Convenience, speed, ease of use and inexpensive techniques are the benefits, which has overcome the risks of E-banking. The risks like unlawful data access, data loss and fraudulent activities make mysteries in the attentions of bankers' either to trust upon E-banking or not, resultantly threatening employee satisfaction. Total 250 questionnaires were circulated, out of which 200 were considerable for the study. Respondents are employee from aforesaid banks across Rajshahi Division of Bangladesh. Multiple regression analysis is applied through SPSS version 22 to determine the significant level of the variables for the employee satisfaction. This paper exemplify that Bank management should ensure the security of E-banking transaction for not only customer but also their bank staff.
... 5 Davis (1989), Rafique et al. (2020), and Venkatesh et al. (2003) opined on perceived usefulness as the person's observation that using the innovation will improve or boost their completion of activities. Celik (2008), Chau & Lai (2003), Eriksson et al. (2005), Jaruwachirathanakul & Fink (2005), and Polatoglu & Ekin (2001) advise that perceived usefulness or performance expectancy is a solid assessor of the reception of electronic money management in an account. Pikkarainen et al. (2004) found that the apparent convenience of e-managing an account was the most dominant predictor of the utilization of e-banking in Finland. ...
... ,Chau & Lai (2003),Eriksson et al. (2005),Jaruwachirathanakul & Fink (2005),Polatoglu & Ekin (2001), but go against the study results ofPikkarainen et al. (2004).This research also finds perceived security as a crucial determinant of customer acceptance and use of e-banking in Bangladesh, supporting hypothesis H4. This result also goes with the outcome of prior studies undertaken by Casalo et al. (2007), Laforet & Li (2005), Rexha et al. (2003), Vatanasombuta et al. (2008), and White & Nteli (2004). ...
The recent development of technology-based financial services, particularly electronic banking or e-banking, has become very convenient and effective worldwide services for transactions, payments, and money transfers. Despite its increasing usage trend, it is yet imprecise what portion of Bangladesh's population currently uses these services and the motivators for using e-banking services. This study intends to present an empirical framework by investigating the effects of perceived usefulness, perceived ease of use, perceived safety, perceived security, perceived risk, and perceived trust on individuals' adoption and utilization of e-banking services in Bangladesh. For developing the research model and testing hypothesized relationships, this study used a mixed-method research approach involving a qualitative field study followed by a quantitative survey. Multiple regressions were used with a dataset of 220 samples for the estimates. A structured questionnaire was used to obtain information from surveying customers of selected private commercial banks in the Rangpur region in Bangladesh by applying a convenience sampling procedure. The regression analysis reveals a significant association between perceived ease of use, perceived usefulness, perceived security, and perceived trust with individuals' adoption of e-banking services. Conclusions and directions for further research are also briefly presented.
... The use and interaction between users and intelligent home systems can indicate ease of use (Hubert et al., 2019;Kim & Chiu, 2019). Previous research by Polatoglu and Ekin (2001) finds that the lower the convenience or, the more complex the ease of use received by users when using the technology, the lower the level of users to use the technology. ...
... The convenience of QR Code Technology makes passengers feel its benefits when applied, and the Intention to use QR Code Technology becomes the factor acceptable to passengers when applied as an alternative for purchasing commuter line tickets. The previous research by Polatoglu and Ekin (2001) found that the lower the ease or, the more complex the ease of use perceived by users when using the technology, the lower the level of users to use the technology. Vice versa, the higher the ease or, the lower the complexity perceived by users when using the technology, the higher the level of users to use the technology. ...
This study aims to estimate the factors determining the perceived behavioral Intention to use the QR code on a smartphone in the commuter line tap-in tap-out ticketing process as an alternative payment. The rapid growth of information technology in the last two decades had become a factor that encouraged individuals and groups to utilize information technology from devices or technological tools as effectively and efficiently as possible to facilitate the activities and business processes being carried out. This research used the probability sampling technique with a random sampling of 100 commuter line passengers. In addition, this research used the data analysis technique of the Structural Equation Model-SmartPLS3.0. The results indicated that perceived compatibility and enjoyment significantly affected the perceived ease of use and usefulness in the consumer's behavioral Intention to use QR Code technology on smartphones as a substitution for purchasing commuter train tickets. However, the three other variables, perceived convenience, self-efficacy, and enjoyment, do not significantly influence the usefulness of using QR Code Technology on smartphones as an alternative for purchasing commuter tickets, and neither do the technological knowledge and perceived compatibility.
... Rogers (1995) argues that customers are more likely to follow the invention if they perceive relative innovation advantages compared to old business methods. The primary determinant that customers use Internet banking is the product's perceived benefit (Polatoglu & Ekin, 2001;Kim et al., 2009;Murdifin et al.,2021). Similarly, Lee (2009) found that customers' intention to use online banking is mainly impacted by perceived benefit, perceived usefulness, and attitude. ...
... Trust is a belief held by individuals and society regarding society's behavior in the future (Febriantika et al., 2020). According to (Howcroft et al., 2002;Polatoglu and Ekin, 2001;Sathye, 1999) in (Febriantika et al., 2020) in several studies, two important factors were found that influence an individual's level of trust, namely security and privacy. The greater the acceptance of information and privacy data, the greater the opportunity for individuals to accept adaptations in the use of technology-based services. ...
Rapid technological developments have an impact on the growth of the digital economy, one of which is the Financial Technology (fintech) sector. One of the fintechs that is developing in the society is fintech peer to peer lending. Currently, sharia-based fintech peer to peer lending is also present as an alternative solution for people who want to fund and apply for sharia-based financing. To see the development of sharia peer to peer lending, the researcher conducted this research with the aim of analyzing the factors that influence the interest of the Indonesian people in using digital technology services, namely sharia peer to peer lending using the Technology Acceptance Model (TAM). The research method used is quantitative research using primary data, namely through distributing questionnaires to 100 respondents, both those who have used sharia peer to peer lending or have never used it. The variables used in this study were adopted from the Technology Acceptance Model (TAM), namely trust, ease of usefulness, risk and sharia compliance. The conclusion of this study shows that all variables do not have a positive influence on interest in using sharia peer to peer lending.
... These services are convenient to use, the interface of applications is less time consuming, and are designed with safety features [60,61]. These banks are cost-effective as there is minimal or no operating cost involved, and they offer a wide range of discounts and promotional offers to their users [62]. Furthermore, experts have argued that individuals embrace services like payment banks because of the wide range of financial benefits they offer, including cash rewards, nonmonetary perks, and other value-added supplementary services [6,63]. ...
... According to Lancaster (1966), customer attitude is the major driver of consumer utility or attribute. Polatoglu and Ekin (2001) endorsed that user attitude is made up of one's attribute beliefs about the object, as well as the perceived value. In this context, it is worth noting that perceived value refers to the weight of the attribute in determining whether or not to adopt a technology. ...
E-recruitment and its effective implementation is necessary for organizations that focus to channelize hiring, reduce costs, and attract a diverse talent pool in the present era. It is vital to understand and analyse the adoption of e-recruitment websites by job-seekers in India by focusing on factors like perceived usefulness, perceived enjoyment, and perceived ease of use. The main goal of this study is to establish the relationship between these antecedents and the user acceptance of e-recruitment in the Indian context. This cross-sectional study with descriptive research design used purposive sampling. The responses on pre-tested research instrument was collected from 612 respondents that validated the degree of relationship among the chosen factors. Perceived ease of use and pleasure positively correlated with perceived usefulness. Perceived usefulness positively impacts e-recruitment website usage. This research examined job-seekers’ acceptance of online recruiting using the Technology Acceptance Model (TAM). This study is beneficial for Human Resource (HR) recruiters, research scholars, HR professionals, job seekers, manpower consultants, and those who use technology to recruit employees. The study found that perceived enjoyment and perceived usefulness of the technology were two major drivers of job-seekers attitude towards adoption of e- recruitment websites in India at (p<0.001). The research would assist decision-makers understand recruiting website adoption antecedents. The widespread adoption of this technology will help in economizing for both firms and job-seekers, apart from knowing the job-seekers behavioural intent to adopt internet recruitment websites.
... To ensure the security of online purchases, mobile e-wallet providers should offer reliable and stable payment methods, as well as effective data transfer and storage (Matemba and Li, 2018). In the context of mobile e-wallet, security will be interpreted in three dimensions, namely privacy, reliability and safety (Polatoglu and Ekin, 2001). Many studies have discussed the direct influence of security on intention to use m-payment technologies, which was found to be significant and positive (Johnson et al., 2018;Oliveira et al., 2016). ...
This research explores the key factors influencing smartphone users' behavioural intention to adopt mobile e-wallet in Malaysia using technology acceptance model (TAM) and additional extensions, including individual mobility, design, security and personal innovativeness. Data was gathered from 258 M.K. Fadhil-Ondoy et al. 226 smartphone users who never had prior experience with mobile e-wallet and analysed using the partial least squares (PLS) technique. The obtained results verified that the TAM model along with the aforementioned extensions had a high exploratory power in explaining non-adopters' behavioural intention to use mobile e-wallet. Perceived usefulness (PU) and attitude were found to impact behavioural intention to use mobile e-wallet substantially. The findings of this research would assist mobile e-wallet service providers in comprehending the consumers' perceptions of technology and indirectly contribute to their system improvement. Besides, the government and policymakers would find this study helpful in developing a suitable strategic framework and policy to materialise a cashless society.
... Banks try their hardest to persuade clients that their details and dealings are protected (Sharma, 2011). We are aware that safety and confidentiality are crucial factors in using internet banking, as suggested by various studies (Hernandez & Mazzon, 2017;Chen & Barnes, 2007;Sathye, 1999;Hamlet & Strube, 2000;Tan & Teo, 2000;Polatoglu & Ekin, 2001;Black et al., 2002;Howcroft et al., 2002). According to (Sharma et al., 2018), the dependability of a system has a favorable impact on a person's willingness to accept mobile apps. ...
Purpose: Banks are adopting digital banking to attract clients by providing more useful services, and creating safe, dependable, and easy-to-use online tools. The purpose of this research is to examine the factors influencing the overall adoption of digital banking by retail banking customers. Methods: An expanded technology acceptance model (TAM) serves as the basis for the theoretical framework of the study. A structured survey of 200 consumers is used to gather primary data, and multiple regression analysis is used to examine the correlations between six independent components. Results: The research indicates that web capabilities, perceived utility, and awareness all have a positive and significant impact on the adoption of digital banking. Implications: This study offers guidelines for creating service models and boosting the use of digital banking. The findings can help policymakers and financial organizations devise strategies for constructing the infrastructure and methods for offering digital banking services. Originality: It is a pioneering effort to explore the combined effects of Perceived usefulness, usability, Privacy, safety, trust Cost of transactions Awareness and Web features on Bangladeshi users’ intention to use digital banking. Limitations: This study is based on quantitative data analysis with limited sample size and period. In future, qualitative research may be conducted for deeper understanding of the issue.
... Ebanking is optimal integration of all the activities of a bank via using modern IT that all the required services can be given to the customers. It enables customers to browse principal bank products and services seven days a week through their personal computers [4]. There are three basic types of e-banking service qualities such as: system quality, information quality and service quality. ...
The aim of this research is to find out the relationship between e-banking service quality (i.e. service quality, information quality and system quality) and Customer satisfaction among customers of a state owned schedule Bank in Dhaka, Bangladesh. A judgmental sampling technique was employed for this research. This study was quantitative in nature. It will see the relationship of these variables i.e., service quality, information quality and system quality and customer satisfaction of the customer of state owned schedule Bank. 200 questionnaires were sent to different customer of that Bank within Dhaka city and the study will be analyzed by applying multiple regression analysis using SPSS software version 22, because there are 3 independent variables and their affects have to be seen on the customer satisfaction which is the sole dependent variable.
... Research concerning online banking has been carried out in many developed and developing countries. Among the most prominent are: Australia (Herington & Weaven , 2007; Taiwan (Chen, 1999), the UK (Boyes & Stone, 2003;Jayawardhena & Foley, 2000), South Africa (Tsitsi, et al., 2016) Malaysia (Mohan et al., 2013), Poland (Szopinski, 2016), India (Banu et al., 2019), Turkey (Polatoglu & Ekin, 2001), Italy (Hasan, Maccario, & Zazzara, 2009), Finland (Karjaluoto, Mattila, & Pento, 2002), Singapore (Liao & Cheung, 2002), Pakistan (Raza &Nida, 2013), Thailand (Prompattanapakdee, 2009), Palestine (Salem, et al., 2019), Malacca (Ling, Lim, Tan, & Huat, 2016), China (Mao et al., 2020) and Korea (Suh & Han, 2002). These research studies have provided extensive insight connected with the physical structure and the consumer psychology associated with consumers acceptance of online banking. ...
Technological advancement has been revolutionizing the way companies conduct business in various industries around the world, particularly banking. The use of mobile phones and the internet has increased the trend toward online banking in both developed and developing countries. The adoption of online banking by consumers in developing countries, though, has been slower than in developed countries. Beginning with a review of the literature on the development and implementation of online banking in general and in developing countries in specific, this paper analysed Ghana’s efforts to speed up the adoption and usage of online banking services in its banks and by its citizens. The findings revealed that security concerns and the challenges of carrying out individual transactions were problematic to the average customer. Customers reported that slow transaction times, internet accessibility, and even online banking operation difficulties were frustrating. The research findings were of significance to developers on online banking services with respect to planning and implementing online banking portals. The results also were beneficial for both practitioners and academics to give them a sense of the depth, direction, and acceptance of online banking in this developing country.
... Güvenlik ve gizliliğin önemi birçok dijital bankacılık çalışmalarında belirtilmiştir (Roboff ve Charles, 1998;Sathye, 1999;Hamlet ve Strube, 2000;Tan ve Teo, 2000;Polatoglu ve Ekin, 2001;Black vd., 2002;Howcroft vd., 2002). Yapılan bir araştırmada gizlilik ve güvenlik Avustralya'da online bankacılığın benimsenmesinin önünde bir engel teşkil etmektedir (Sathye, 1999). ...
Yaşanan dijital gelişmelerle ortaya çıkan ve gelişerek varlığını devam ettiren dijital pazarlama kavramında dijital teknolojiler merkezde yer almaktadır. Bu pazarlama anlayışında tüketiciden, markalara, müşteri ilişkilerinden pazarlama iletişimine her alanda dijital teknolojiler kullanılmaktadır. Bununla birlikte ortaya çıkan yeni pazarlama kavramları ve dijitalin pazarlamaya etkileri bu kitapta farklı bölümlerle ele alınmıştır. Dördü ingilizce olmak üzere toplamda onbir bölümden oluşan bu kitapta yer alan konular uygulamalı çalışmalarla okuyuculara aktarılmıştır.
... In the field of digital banking, the importance of perceived usefulness has been widely acknowledged. As a result, the greater the perceived usefulness of using digital banking, the more likely it is that individual users will accept digital banking services (Polatoglu and Ekin, 2001;Malik et al., 2013). People use digital banking systems mostly because they find them helpful in their banking activities. ...
Purpose-The rapid emergence and acceptance of blockchain applications by investment professionals has made this study significant. The study aims to examine the degree of trust and acceptance of blockchain technology in the Indian financial services industry. Design/methodology/approach-The decomposed theory of planned behaviour (DTPB) model is investigated using responses from 200 investment professionals to an online survey on blockchain technology adoption, and partial least squares structural equation modelling using SmartPLS 3.0 is used to analyse the results. Findings-In general, the results support a DTPB and offer the best fit to the data. This study may have significant drawbacks in predicting blockchain technology's acceptance by investment professionals. Furthermore, the findings suggest that the research instruments used in this study, which engage users in business settings, are equally successful in the context of investment professionals. Research limitations/implications-In predicting blockchain acceptance by investing experts, this study may have significant drawbacks. Practical implications-As a result of TAM studies, it has been determined that perceived usefulness is more essential than perceived ease of use. Therefore, investment professionals may have discovered significant subjective normative impacts on behavioural intention. Management must devise techniques for implementing blockchain technology in digital financial services that are compatible with users' workplaces. Originality/value-Users may benefit from this research by concentrating on blockchain acceptance to improve digital banking services.
... This probably has lead in outlining a number of scales to map automated SQ (see Table 2). Over the years, scholars have identified a number of dimensions such as 'effective service delivery', 'secure location' (Joseph and Stone, 2003;Al-Hawari and Ward 2006), 'convenient location' (Moutinho and Brownlie, 1989;Rugimbana and Iversen, 1994;Joseph and Stone, 2003;Shamsuddoha et al., 2005;Al-Hawari and Ward, 2006;Islam et al., 2007), 'adequate number of ATM and user-friendly system' (Joseph and Stone, 2003;Al-Hawari and Ward, 2006), 'functionality of ATM' (Davies et al. 1996), 'accessibility of ATMs' (Moutinho and Brownlie, 1989;Leblanc, 1990;Patricio et al., 2003), 'costs involved in the use of ATM' (Davies et al., 1996), 'speed of operation' (Leblanc, 1990), 'waiting time' (Leblanc, 1990), 'freedom of transaction' (Leblanc, 1990), 'maximum speed' (Patricio et al., 2003), 'minimum errors', 'high uptime', 'cash backup', 'quality service at reasonable cost', 'maximum offering' (Islam et al., 2007), 'procedures' (Al-Hawari and Ward, 2006), 'reliability' (Rugimbana and Iversen, 1994;Polatoglu and Ekin, 2001;Liao and Cheung, 2002), 'ease of use' (Rugimbana and Iversen, 1994), 'usage rate', 'performance expectation' (Moutinho, 1992), 'personnel response', 'quality of currency notes', 'promptness of card delivery', 'performance of ATM' (Islam et al., 2007), 24 hours service and accuracy (Shamsuddoha et al., 2005). ...
This study aims to identify the key dimensions of automated teller machine (ATM) service quality and attempts to analyse the dynamic relationships among service quality, e-satisfaction and e-loyalty in Indian bank industry. Items were drawn from well-known SSTQUAL model, with cultural adjustment and industry specific modifications. A structured questionnaire in English language was used to collect the data from 360 ATM users. Research findings show that security/privacy and enjoyments have emerged as key dimensions that concern ATM users in India. The relative importance of the SSTQUAL dimensions identified in this study provides bank managers with a handbook as to which issues are critical in order of importance. Because of the limited sample size, the research results may lack generalisability. More replicative works are needed to enhance the generalisability. SSTQUAL model 115
... Extensive literature provides robust support for the significance of speed, efficiency, and improvements as pivotal factors that shape customers' perceptions of service quality. This, in turn, aligns positively with their utilization of online services (Gautam & Sah, 2023;Fassnacht & Koese, 2006;Polatoglu & Ekin, 2001;Raza et al., 2020;Lodhi, 2020;Wu and Chang, 2013;Chen and Hitt, 2002;Kheng, 2010), consistently demonstrating that efficiency profoundly impacts e-customer satisfaction. ...
Technological advancements have led to a revolutionary shift worldwide, making the internet widely popular. However, the number of internet users in Pakistan remains relatively low compared to the total population. To explore the potential impact of efficient internet banking services on customer satisfaction and loyalty, this study employed a cross-sectional research design. The main goal was to examine how efficient internet banking services could boost customer satisfaction and foster loyalty. Additionally, the study aimed to determine if trust played a moderating role in influencing customer satisfaction. The study utilized a quantitative methodology and collected data through a structured Likert scale questionnaire administered to bank customers in Karachi, Pakistan. The participants were selected through convenience sampling, based on their computer literacy skills and active engagement in internet banking. A total of 120 questionnaires were collected and analyzed using Smart PLS-version 3.4.
... More specifically, Polatoglu and Ekin (2001) suggested that the client's attitude is composed of one's attribute beliefs about the object and the perceived importance (weight) of that attribute when making the decision to adopt. ...
In this digital era, in which financial institutions have been forced to use various platforms in order to improve the customer experience and service, this research work was proposed, which had the objective of evaluating the existence of a relationship between trust and the acceptance of internet banking for the clients of the Lambayeque municipal savings and credit banks. For this, a quantitative approach was used, of a correlational level and a non-experimental, cross-sectional design in which a sample of 179 clients of the entities under study was studied. The questionnaire was used as an instrument to collect information from the sample through the survey technique. The findings showed the presence of a direct relationship between trust in the financial institution and the acceptance of internet banking services in the clients of the Lambayeque municipal savings and credit banks, however, this relationship was not fulfilled in the attitude toward use and behavioral intention to use internet banking.
... They potentially contribute to valuable promotions of the company; enhance the quality and speed of customer services; create competitive advantages; entice shoppers and encourage customer interaction; support core business functions that are integral to business strategy, and provide new business opportunities by increasing market presence and facilitating online purchasing. (Polatoglu and Ekin, 2001). ...
... In the study of Farmer, Yue and Brooks [22], university students perceived Web 2.0 tools such as blogs, Facebook or wikis to be useful for group discussion and other forms of communication that could qualify as online forums. Thus, perceived usefulness of Web 2.0 technologies among undergraduate students for learning is found to cut across disciplines [21,26,30,37,39,49]. Web 2.0 tools are technologies that provide a very effective web-based collaborative system in university education. ...
This is a review of the extant literature on the types of the Web 2.0 tools available, their use and perceivedusefulness by university undergraduate students for knowledge acquisition, construction and management. Some past worksrevealed that students found the Web 2.0 tools useful for knowledge construction and sharing and that the gainful use of thetools should be encouraged by stakeholders. The main objective of this work is to educate university undergraduate students onthe great learning and knowledge management possibilities offer by the Web 2.0 tools and to inform lecturers of the need toconsider and enquire into their students’ acceptance and perception of usefulness (or otherwise) of these educational toolsbefore integrating them into teaching and learning processes in so much that students will make an optimal and gainful use ofthem and hence prevent undue resistance to use from them. The authors concluded by making recommendations on how thestudents and lecturers could be motivated to make more academic use of Web 2.0 tools for veritable learning and teachingoutcomes and a furthered perceived usefulness of the tools. It was also suggested that governments and stakeholders shouldencourage the lawmakers to legislate functional educational technology policies, provide adequate funding (which is always aconstraint in developing countries) to procure modern, state of the art ICT infrastructure through which sustainable access to awider range of the Web 2.0 tools is given and seasonal training of teachers and students in the educational use of Web 2.0 toolsand other relevant technologies is promised. Adequate electrical power backup should also be assured so as to successfully,gainfully and sustainably use the Web 2.0 tools for knowledge creation, sharing and management.
... Empirically, Polatoglu and Ekin (2001) reported that majority of banks that avoided internet banking when it first became available did so because they simply did not see the benefits of adopting it, in that the average internet banking transaction cost the institution one-twentieth the price of a teller transaction. A study by Cole et al. (2019) showed that the banking sector is a complement to crowdfunding. ...
Purpose
This paper aims to examine whether financial technology is complementing the performance of domestic financial institutions or substituting their performance in Ghana.
Design/methodology/approach
The paper used data from the Bank of Ghana Payment System Statistics and Time Series Data of the Bank of Ghana from 2012 to 2021, by using autoregressive distributive lags estimation technique.
Findings
The results showed that in both the long run and short run, financial technology has a significant negative impact on bank performance, indicating that fintech serves as substitutes rather than complements for Ghanaian banks. These results suggest that there must be a critical review on the interoperability policy in Ghana and that banks should take advantage of the financial technology to increase profit.
Originality/value
Based on the authors’ study, no empirical work has been extensively done in the Ghanaian context by examining how financial technology serves as either a complement or substitute for domestic banking institutions. This paper focuses on exploring the key definition of financial technology in Ghana and how transactions through these media are affecting or improving the performance of banks.
... Pendapat lainnya pada penelitian ini menunjukan bahwa kegunaan merupakan suatu kepercayaan pengguna terhadap aplikasi telemedicine Diabestie yang dapat memberikan suatu makna lebih dan meningkatkan kemudahan mibilisasi dalam menjalankan aktivitas. Hasil penelitian yang dilakukan oleh Mansour [11] menunjukan sebuah kegunaan merupakan suatu faktor yang penting dalam membentuk sikap seseorang. Hasil penelitian ini menunjang hubungan fungsi dan pengaruh secara signifikan dengan sikap penggunaan dalam mengoperasikan aplikasi telemedicine Diabestie. ...
Indonesia peringkat tujuh dalam pemakaian smartphone terbanyak dunia, didukung oleh perubahan pada era modern dimana teknologi yang semakin canggih, sehingga memberikan dampak dalam aktivitas sehari-hari. Salah satunya yaitu penggunaan aplikasi telemedicine. Diabestie merupakan salah satu layanan telemedicine yang memberikan konsultasi kesehatan online yang berfokus pada penyakit diabetes, dimana diabetes di Indonesia dianggap sebagai masalah kesehatan utama dengan lebih dari 10 juta orang yang hidup dengan diabetes. Masih terdapat pihak yang menganggap layanan telemedicine sulit untuk dioperasikan, sehingga penelitian ini dilakukan untuk mengetahui pengaruh kemudahan dan kegunaan penggunaan dengan sikap pengguna aplikasi Diabestie. Hasil penelitian menyatakan kemudahan penggunaan dan kegunaan penggunaan berpengaruh terhadap sikap penggunaan. Dengan kata lain, kegunaan yang dirasakan dan kemudahan penggunaan merupakan hal yang penting bagi masyarakat untuk menentukan sikap mereka terhadap layanan aplikasi telemedicine Diabestie. Masyarakat akan cenderung untuk menggunakan suatu layanan ketika mengetahui layanan yang disediakan bermanfaat dan mudah untuk digunakan.
... The significance of security and privacy to the acceptance of online banking has been noted in many banking studies (Roboff and Charles, 1998;Sathye, 1999;Hamlet and Strube, 2000;Tan and Teo, 2000;Polatoglu and Ekin, 2001;Black et al., 2002;Giglio, 2002;Howcroft et al., 2002). Roboff and Charles (1998) found that individuals have a frail comprehension of online banking security risks in spite of their awareness of the risks and their reliance on their bank about privacy issues. ...
Public and private sectors bank always make a competition to provide their customers many facility such as Internet Banking and Mobile Banking. Bank Indonesia (BI) has important role in supporting economic growth by reducing rate of tax collection from 7.5% to 6.5 year on year in June 2016. Loan and deposit rate have decreased since then: overall net interest of commercial banks has remained stable.
The most recent technological advancement is the evolution of electronic banking. Various models of provides banking products are envolved and gained popularity in recent past such as tele-banking, automated teller machines (ATM), electronic banking (mobile and internet), credit and debit cards. The most recent one is electronic banking, it has major impact on the financial market. Banks got the sense that electronic facility like internet banking and mobile banking will open new horizon of banks and will help them to adapt the globalization age.
Internet banking user of private and public banks majority satisfaction with the quality of services by bank. The majority of sample answer agree and strongly agree with the question. The question basically try to understand about what the consumer need from internet banking and the preference of customers about the future service from the bank. Researcher try to make this research easy to get the insight from customer side. The research conducted to help the bank weather it’s private or public bank know about the perceived of risk, intention to use, security, privacy and the security, information on online bank, and perceived ease of use by the customers.
... Groups with less financial knowledge are more difficult to accept and understand informationized financial digital products and services [15][16]. People with higher education level can acquire more financial knowledge [17], so they are more likely to learn how to use financial products [18][19]. ...
... Customer adoption of Internet banking has been widely researched in many different market contexts all over the world in recent times. The factors like time saving, cost savings and the freedom to reach from any place have been found as some of major main reasons for accepting internet banking by many of the customers (Polatoglu, V. N., & Ekin, S., 2001) The Technology Acceptance Model (TAM) is an established model for describing the benefits of using online banking, proposed by Davis in 1989. The TAM model describes the perceived ease of use and the perceived useful increase in accepting behavior. ...
This research intends to identify the factors affecting the customer adoption of Internet banking in Sri Lanka. The conceptual framework of the study investigates the effects of perceived usefulness, ease of use, trust, and social influence on customer adaptation in the context of Internet banking. The researcher has selected 150 Internet banking users from Kurunegala District. Multiple regression analysis and correlation analysis were performed to test the hypothesis. The study findings revealed that out of the selected variables Perceived Usefulness and Social Influence were identified as the factors that have the most significant impact on customer adoption of Internet banking services from the analysis of the selected sample. Future surveys can be further studied about this concept by adopting more variables that are most affected with a higher sample size.
... Internet has had a significant impact on financial institutions. Research has shown that online banking is the low-cost delivery channel for numerous banking services (Koenig-Lewis et al., 2010;Howcroft et al., 2002;Polatoglu and Ekin, 2001) and obviously, this forces banking organizations to invest on technology sources in order to provide reliable services to their customers and to reduce costs (Son et al., 2020;Dootson et al., 2016). Customer retention is an increasingly key success factor in e-banking, highlighting the need to focus not only on the acquisition of new customers but also on the retention of existing customers. ...
Purpose
This paper presents a decision-making framework for e-banking operations, based on the Quality Function Deployment and the Analytic Hierarchy Process. The main research question is the development of a framework and its potential contributions in supporting decision makers in implementing quality strategies that will encourage the usage of e-banking services (EBS).
Design/methodology/approach
The introduced framework comprises four distinct stages which include criteria determination, field surveys and EFA, QFD application including AHP and finally sensitivity analysis investigating the dynamic nature of the environment. AHP determines the intensity of the relationship between e-banking quality criteria and customer banking activities. A novel House of Quality (HoQ) is proposed, based on a market mix founded on key e-banking activities, and sensitivity analysis is used to investigate alternative scenarios. To illustrate the steps of applying this framework, the authors use a convenience sample from the Greek e-banking sector.
Findings
Through the illustrated example is supported that the proposed approach can reveal valuable information when contemplating strategies to improve e-banking usage and expand its acceptance. In addition, sensitivity analysis leads to purposeful insights regarding the effects of market segmentation and/or target settings on the ranking of e-banking quality/selection criteria provided by the HoQ. In the specific numerical example, the most critical quality factors were “Security and Reliability”, “Convenience”, “Design”, “Pricing” and “Skills,” although different rankings night well appear in different contexts or geographical regions. Moreover, sensitivity analysis showed that these results depend on the specific market mix and targets. As mentioned above, the implementation of the framework in different geographical regions or e-service sectors might certainly reveal different critical factors.
Research limitations/implications
Discussed in the paper body.
Practical implications
Discussed in the paper body.
Originality/value
The paper presents a well-defined four stage framework for improving EBS penetration. It utilizes a structured qualitative and quantitative approach and outlines and ranks e-banking quality factors stemming from the market mix and allows assessment of alternative scenarios through sensitivity analysis.
... There are so many studies being conducted with respect to E-Banking across the globe: Australia (Herington & Weaven, 2007;Joseph, McClure, & Joseph, 1999;Sathye, 1997), Taiwan (Chen, 1999), the United Kingdom (Boyes & Stone, 2003;Jayawardhena & Foley, 2000), Malaysia (Mohan et al. 2013), Turkey (Polatoglu & Ekin, 2001), Italy (Hasan, Maccario, & Zazzara, 2002), Finland (Karjaluoto, et al. 2002), Singapore (Liao & Cheung, 2002), Thailand (Prompattanapakdee, 2009), Malacca (Ling, et al. 2016) and Korea (Suh & Han, 2002). Prompattanapakdee (2009), has compiled a list of research studies on E-banking that have been conducted in a number of countries. ...
Internet banking is gaining a lot of momentum across the globe due to the safe and secure strategies of e-banking activities in India. The current study attempted to investigate the Impact of E-Banking Strategies on Customer Satisfaction in Selected Public and Private Sector Banks in India. Primary and secondary data are collected for analysis purposes. The primary data was collected from 1000 respondents (SBI 570 sample customers and KMBL 430 sample customers). To test the hypothesis, the mean, Standard Deviation and Coefficient of Variation are calculated for each e-banking strategy. The mean satisfaction of SBI and Kotak Mahindra Bank sample customers in terms of e-banking strategies or services was compared and found to be either negligible or the same. The State Bank of India (SBI) is India's largest public sector bank. As a result, SBI must exercise extreme caution in order to maintain its market position; otherwise, it will be forced to cede market share to other closely competing banks such as Kotak Mahindra Bank. As a result, it is suggested that banks improve their customer relationship management by establishing a rapport with customers at the branch level.
... It has been evidenced to affect consumer attitude and Regulating sharing platforms behaviour (Dillard et al., 2012;Ogbanufe and Kim, 2018), including in the context of collaborative consumption (Hallikas et al., 2002;Gu et al., 2021). Compared with traditional markets, LEMs can present greater perceived risk of potential losses to consumers (Yeh et al., 2012;Mukherjee and Nath, 2003), due to concerns of fraudulent charges and difficulties in the return process (Nui Polatoglu and Ekin, 2001). Risk control and management has therefore become an important question in sharing economy (Thakur and Srivastava, 2015;Dufva et al., 2017). ...
Purpose
This paper aims to examine different types of sharing platforms based on risk perceptions of product/service providers and users, and to illustrate appropriate platform regulation preferences.
Design/methodology/approach
A survey was used ( N = 540) to collect data on platform participants’ risk perceptions and regulation preferences in the Chinese ( N = 263) and the US markets ( N = 277). Cluster analysis and multiple correspondence analysis were used to categorise platforms and match their regulation preferences with the risk characteristics.
Findings
The results show that i) four types of sharing platforms are categorised in terms of the risk perceived by the supply and demand side, and ii) four types of regulation preferences are clustered, drawing on the power and trust elements proposed from the slippery slope framework. Furthermore, coercive power regulation is favoured by participants of platforms with high supply risk and low demand risk, legitimate power regulation is preferred by actors of platforms with low supply risk and high demand risk, reason-based trust regulation is preferred by actors of platforms with high supply and demand risk, and implicit trust regulation is favoured by participants of platforms with low supply and demand risk.
Research limitations/implications
This paper develops an empirical typology of platforms based on risk perceptions of providers and users, and advances our understanding about lateral exchange markets from a consumer perspective.
Practical implications
This paper provides implications for platforms to regulate transactions through two mechanisms – the power of platforms and trust in platform participants.
Originality/value
Regulating by power ensures transaction security while regulating by trust enhances transaction efficiency, so it is important to configure the power and trust elements in platform regulation in an appropriate manner. To the best of the authors’ knowledge, this paper is one of the first attempts at addressing platform regulation and shows how consumers’ risk perception of platforms can lead to important implications for theory and practice in marketing and better regulation of platform transactions.
... Customer's adoption of technology in banking sector There are various studies which highlight the customer adoption of technology in banking and map their satisfaction levels thereof. A study done by Polatoglu [14] indicates that early adopters and heavy users of internet banking were more satisfied with this service compared to other customers. Efficiency, convenience, and safety were viewed as desired end-state goals when using mobile banking. ...
The paperwork aims to analyse the rapid advances in technology trends implemented in the banking system and how it affects the population of different ages, because, as it is known, we assist in a massive changing of demographics and lifestyle of people. To achieve this aim, the main points to be discussed are the traditional branch banking, which is giving place to electronic bank- ing and, even more recently, to mobile banking and, how people are adapting to these ascending trends. The empirical research was done using Quantitative Method – Survey and Qualitative Method – Structured Interviews and provides important information on accessibility to mobile banking, relationships between age and usage of credit cards, going to traditional banks or going online and forecasts for the future of banking system.
... Security can be defined as 'the state of being free from danger and threat' the context of security used here is the amount of information which is secure and not shared with anyone without any prior permission and privacy can be defined as 'the state of being free from unwanted or undue intrusion or disturbance and it is the capacity of an individual or group to isolate themselves, or information about themselves' and thereby express themselves selectively. In many banking studies security and privacy has the significance towards the approval of internet banking (Johanson, 2016;Howcroft et al., 2002;Black et al., 2002;Polatoglu and Ekin, 2001;Giglio, 2002;Howcroft et al., 2002;Tan and Teo, 2000). The main obstacle in accepting online banking is the security and privacy issues (Sathye, 1999). ...
This research reports the findings of a study concerning the acceptance of online banking in Pakistan. It investigates customer's adoption within the context of Pakistan online banking services whereby the research frame work is based on the extension of Technology Acceptance Model. The research model included factors that would influence the acceptance of online banking. The frame work dimensions includes online banking usage, quality of internet connection, perceived enjoyment, perceived usefulness, perceived ease of use and security & privacy. A survey was conducted to gather the data for study. Reliability, correlation and factor analysis were used to analyse the data. Results showed that quality of internet connection, amount of information on online banking and security and privacy has positive influence on online banking usage. Theoretical contributions and practical implications of the findings are discussed in the paper and suggestions for future research are proposed.
... The annual growth of internet banking has been 80 per cent since 2014. Currently, more than 100 million households worldwide bank online, and 25 per cent of American households have adopted internet banking (Polatoglu & Ekin, 2001). Internet banking has gained ground as a new opportunity for banking institutions in a world that is becoming increasingly globalised through the use of the Internet and the World Wide Web. ...
The study aimed at determining the effect of customer security on the performance of online banking on microfinance institutions in Nakuru CBD. The study is significant to the Microfinance Institutions in that; it will benefit management and staff of MFI and the government understudy by gaining insights into how their institution can effectively deal with the challenges that they face in managing their clients and ensuring they grow their business. The increasing number of consumers of online banking shows that the level of adoption of online banking has improved. Several variables can influence the amount of adoption of online banking. The researcher used survey design where the target population comprised of 35 respondents. These were Branch managers, Chief Credit officer/s and the IT support of the MFI in Nakuru CBD. The study used census method, and a questionnaire containing closed-ended questions was used as the data collection instrument for the research. Descriptive statistics were used in data analysis and presentation of the results was in the form of tables, charts and graphs. The findings revealed that security affects the implementation of online banking to a large extent. Based on this finding, the researcher recommended that Microfinance Institutions should improve on issues concerning customer security in that, there should be no delay. The researcher suggested further study should be done on factors affecting adoption of M-Pesa money transfer bill payment.
The paper describes the current state of Internet banking in India and discusses its implications for the Indian banking industry. Particularly, it seeks to examine the impact of Internet banking on banks’ performance and risk. Using information drawn from the survey of 85 scheduled commercial bank’s websites, during the period of June 2007, the results show that nearly 57 percent of the Indian commercial banks are providing transactional Internet banking services. The univariate analysis indicates that Internet banks are larger banks and have better operating efficiency ratios and profitability as compared to non-Internet banks. Internet banks rely more heavily on core deposits for funding than non-Internet banks do. However, the multiple regression results reveal that the profitability and offering of Internet banking does not have any significant association, on the other hand, Internet banking has a significant and negative association with risk profile of the banks. This research work was undertaken to ascertain the impact of Internet banking in Indian banks and evaluation of its effectiveness in the banking system. To put this study on a unique out look I’ve designed together information while personal questionnaires interaction was paid purely to areas of customers and cashiers of Indian bank and review of related literatures to the main themes and sub themes. It was ascertained that Internet banking has helped the banks to attain goals and objectives. KEYWORDS:internet banking, information technology,electronic transfers
Purpose
This paper aims to examine the antecedents of adoption intention of profit-sharing investment deposits (PSID) among Moroccan customers.
Design/methodology/approach
Applying an extended version of diffusion of innovation (DOI) theory and using a non-probability sampling technique with convenience approach, a quantitative survey was developed and administered to 171 Islamic banking users. Structural equation modeling was then used to evaluate the significance of relationships between the various variables under study using SPSS 21.0 and AMOS 26.0 statistical packages.
Findings
Empirical findings of the structural analysis indicated a significant direct relationship between adoption intention and six out of seven variables: perceived relative advantage, perceived compatibility, perceived complexity, perceived risk, religiosity and social influence, all of which had a significant effect on Moroccan customers’ intention to invest their funds in profit-sharing based deposit instruments, whereas customer awareness exerted an insignificant positive effect.
Research limitations/implications
The absence of a longitudinal study tracking the actual adoption behavior is the main limitation of this study. Furthermore, data were collected solely from Islamic banking users. Finally, despite being insightful, the empirical findings should be generalized with caution since the sample was purposely selected by the banks’ management.
Practical implications
This study implied that participatory banks should pay substantial attention to risk perceptions, as PSID adoption intention is typically inhibited by high perceived risks associated with these products. Moreover, this study provides great indications to Moroccan regulators and policymakers on a number of issues related to this emerging business.
Originality/value
To the best of the authors’ knowledge, this paper represents the first attempt to confirm the effectiveness of the Rogers’ DOI in examining the intention to adopt a financial innovation in the Moroccan context. It is also the first of its kind to address customers’ apprehensions regarding profit-sharing investment products.
Now a day's mobile communication technologies is creating enormous benefits which they are creating additional value for consumers'. With the help of mobile banking the banking transactions can access anytime and anywhere. The usage of mobile banking has incredible expand around globe. This paper has confined the study in Kurnool and Anantapur districts. This study considers the five factors perceived usefulness, subjective norms, perceived ease of use; perceived credibility, awareness, and perceived risk are associated with mobile banking. For the purpose of this research a structure questionnaire was constructed to collect the data from Kurnool & Anantapur respondents. The sample size of this research is 280 with simple random sampling method. The study also gives glimpse about these factors and its relationship with mobile banking. The factors have a strong and positive correlation with intention to use mobile banking services. So, this research has gives a knowledge on the penetration of mobile banking and its services, service providers, and software engineers also to enhance the intention to use mobile banking Keywords: Mobile banking, perceived usefulness, perceived ease of use, perceived risk, subjective norms, perceived credibility, awareness.
In light of the vital role of word-of-mouth (WOM) in ensuring the success of retail establishments, this study investigates the influence of self-service technology (SST) on customer WOM within the Australian retail sector. Utilizing the theory of planned behavior (TPB) and the technological acceptance model (TAM), we analyze this relationship. Our research underscores the pivotal role of SST satisfaction as a mediator, clarifying how perceived control, ease of use, and usefulness impact WOM intention. Furthermore, employing structural equation modeling, we discern that perceived ease of use, usefulness, and perceived control exert differential effects on both SST satisfaction and WOM intention. These findings hold practical significance for store managers looking to leverage SST for the enhancement of customer recommendations and the fortification of retail success.
Purpose
The study investigates the influence of perceived security (PS) on behavioral intention (BI) via the trust attitude process and explores the moderating effects of gender. PS in mobile wallets enhances user trust (TR), attitude (ATT) and intention (INT). Using a multiple and serial mediation model, both TR and ATT were found to mediate the relationship between PS and BI.
Design/methodology/approach
Drawing on the stimulus-organism-response (S-O-R) theory, the proposed conceptual model comprises PS, TR, ATT and BI. An online survey was conducted with a cross-sectional sample of 744 mobile wallet users in India. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the hypothesized relationships and test the mediation effects.
Findings
Results show that the stimulus, PS, has a positive and significant influence on TR and ATT, which eventually has a positive influence on BI. The research model explains 64.4 percent of the variance in BI. Further, both TR and ATT independently and parallelly mediate the relationship PS and BI. Lastly, gender is found to moderate the relationship between TR and BI and ATT and BI.
Practical implications
The research showed the importance of PS, TR and ATT towards mobile wallet adoption INTs. Further, the findings support the idea that developing TR and ATT is essential for shaping INTs. This suggests that mobile wallet service providers should invest in methods that not just enhance user TR but also reinforce a positive ATT towards the platform. To demonstrate TR, mobile wallet providers must ensure the confidentiality and privacy of user data, keep customer interests in mind and fulfill commitments. Lastly, for strengthening customer TR, excellent customer support is extremely important.
Originality/value
While prior researchers have majorly used technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) models to explain adoption INTs, this study examines the relationship between PS, TR, ATT and BI through the lens of the SOR framework.
Bài viết khám phá các nhân tố ảnh hưởng đến sự hài lòng của khách hàng đối với dịch vụ chuyển tiền trực tuyến trên địa bàn thành phố Hà Nội thông qua vận dụng lý thuyết mô hình SERVPERF. Bài viết sử dụng phương pháp phân tích nhân tố khám phá (EFA), phân tích nhân tố khẳng định (CFA) và phân tích mô hình cấu trúc tuyến tích (SEM) bằng phần mềm SPSS 22 và AMOS 25. Kết quả nghiên cứu cho thấy sự hài lòng của khách hàng đối với dịch vụ chuyển tiền trực tuyến trên địa bàn thành phố Hà Nội chịu ảnh hưởng bởi hai nhân tố: Giá trị chi phí và Độ tin cậy. Từ kết quả nghiên cứu, nhóm tác giả rút ra một số kết luận và hướng nghiên cứu tiếp theo.
India, one of the most populous countries in the world, holds the potential to create sustainable growth in every sector including banking with optimum and efficient utilization of modern technology. Mobile phone is one such technology that holds the key to India's dream of financial inclusion. This study has been specifically designed to explore the bottlenecks for the implementation and usage promotion of mobile banking services. Scales utilized for this study provide enough rational support to findings that provide various insights to the bankers, marketers, and payments industry experts to develop better techniques and processes to make their services seamless and efficient with an exponential increase in the adoption of mobile banking.
This study aims to determine the effect of using Bank BTN's M-Banking (PT. Bank Tabungan Negara (Persero) Tbk) using the Modified TAM Method. The data collection used was by distributing electronic questionnaires to 436 respondents. This research method is quantitative research. The population in this study are Bank BTN M-Banking users who are domiciled in Jabodetabek, Central Java, East Java and Non Jabodetabek, Central Java and East Java, aged 17-50 years. The sample is determined using the Slovin formula. The research tests carried out were Validity Test, Reliability Test, Inner Model Test, Outer Model Test, and Path Coefficient Bootstrapping Test. Based on the results of data analysis, it can be concluded that Perceived Usefulness (XI), Perceived Ease of Use, Perceived Safety (X3), Perceived Credibility (X4), and Perceived Convenience (X5) have a significant influence on Consumer Usage of Mobile Banking (Y).
Relatively little is known about micro‐ and macro‐level determinants of mobile phone ubiquitous system (MbUS) adoption by the manufacturing industry, such as is the case with the ready‐made garment (RMG) industry in Bangladesh. This research closes this gap, by presenting the adoption factors of MbUS in RMGs through applying the Rogers' Diffusion of Innovation theory and technology, organization, environment framework, to explore individual, technological, organizational, and environmental determinants of MbUS adoption. The study also reports on critical country level‐factors, organizational success factors and obstacles in MbUS adoption in RMGs. A qualitative method using interviews with the ready‐made garment (RMG) factory owners, managers, employees, and IT experts, suggests technological readiness, easily understandable MbUS technology, RMG capability, government intervention, and a supportive regulatory environment, were found to be macro‐level determinants of successful MbUS adoption. A survey was also conducted to explore the micro‐level customer‐centric factors, which found the relative advantages of MbUS, cost, the age of user's ( p < 0.000), and influence on intention to use MbUS. This paper also identifies MbUS as a technical solution for time‐critical information in RMGs, the competitive environment of RMGs, empowerment opportunities and countrywide demands to improve the RMG situation, are important adoption factors of MbUS rarely identified in prior literature. The findings will be of value to RMGs, government, and MbUS developers, to accelerate development of MbUS in Bangladesh. Furthermore, the findings have implications for other developing countries by improving the capacity of RMGs, while realizing their own development goals through mobile technologies.
Digital banking has become essential from the point of view of both the client and financial institutions. The restructuring of the banking sector is causing the closure of bank branches and the reduction of employees in search of greater profitability for the entities, which has caused an acceleration in client-entity relations through e-banking, being this type of non-face-to-face service vital for banking entities. This document analyzes a detailed review of the scientific literature on one of the most significant variables in the current field of banking marketing, digital loyalty, due to its contribution to obtaining competitive advantages and financial results. A bibliometric analysis and mapping of 209 publications on customer loyalty and e-banking from 1999 to 2022 have been executed. The Web of Science database was the one used for the conducted search. The results obtained group the most outstanding data of the systematic review of the loyalty variable within the field of digital banking: the antecedents of loyalty, the concepts with the greatest presence in the literature, and the most relevant sources and authors in this environment. This chapter presents the most important factors related to digital loyalty: satisfaction, quality of service, and trust. The work shows that these variables, which have been widely studied in a general way in the marketing field, also appear in the e-banking loyalty literature. However, there are few articles that relate all the variables in the same study, which indicates that it would be recommendable to continue investigating this topic in future research.KeywordsLoyaltyE-bankingSatisfactionTrustService qualityBibliometric analysis
Purpose
The present work has proposed and employed an innovative hybrid method based on the combination of factor analysis and an artificial neural network (ANN) model to forecast customer satisfaction from the identified dimensions of service quality in India, a developing country.
Design/methodology/approach
The qualitative study is conducted with Internet banking users to understand e-banking clients' perceptions. The data is collected with the help of a questionnaire from randomly selected 208 customers in India. Firstly, factor analysis was performed to determine the influential factors of customer satisfaction, and four factors i.e. efficiency, reliability, security and privacy, and issue and problem handling were extracted accordingly. The neural network model is then applied to the factor scores to validate the key elements. Lastly, the comparative analysis of the actual ANN and the regression predicted result is done.
Findings
The success ability of the linear regression model is challenged when approximated to nonlinear problems such as customer satisfaction. It is concluded that the ANN model is a better fit than the linear regression model, and it can recognise the complex connections between the exogenous and endogenous variables. The results also show that reliability, security and privacy are the most influencing factors; however, problem handling and efficiency have the slightest effect on bank client satisfaction.
Research limitations/implications
This research is conducted in India, and the sample is chosen from the urban area. The limitation of the purposeful sampling technique and the cross-sectional nature of the data may hamper the generalisation of the results.
Originality/value
The conclusions from the study will be helpful for policymakers, bankers and academicians. To our knowledge, few studies used ANN modelling to predict customer satisfaction in the service sector
Mobile banking refers to any private or commercial transaction in which a bank or financial institution transfers ownership of or rights to use money (hard or soft), and which is made possible by the use of mobile devices with wireless access technology. It can conduct financial transactions even without a physical branch. Objective: To identify the uses and purpose of Mobile banking systems and share some new concepts regarding Mobile banking system in Bangladesh. Materials and Methods: The necessary data was acquired from people of various ages and evaluated in light of the objectives of the study. The basis for this inquiry was field data. The investigation's principal sampling technique was cluster sampling. 120 respondents were interviewed in various locations around Dhaka city using both primary and secondary sources. Secondary data were used to give the study topic's theoretical perspective. Using column charts, the data analysis has been graphically presented. The data was analyzed using Microsoft Word and Excel. Results: The majority of respondents (82.1%) are in the 20–30 age bracket. According to the findings, young people and adults prefer using e-banking and e-payment services the most. About 72.1% of the respondents are service holder followed by 18.6% are students. 22% of respondents utilize rocket, followed by 58% who use Bkash. The majority of respondents (78%) only use mobile banking for personal purchases. Conclusion: The billion individuals globally without bank accounts who use mobile banking may find it to be a strong method to conduct cashless transactions.
Digital financial inclusion has become an important way to reduce poverty and prevent poverty return; however, few studies examine the relationship between digital financial inclusion measurement with poverty return governance. Based on data from the 2017 China Household Financial Survey, we construct a digital financial inclusion indicator for micro‐households, and explore its impact on the risk of households returning to poverty and its mechanisms. Our findings suggest that digital financial inclusion can reduce the risk of Chinese families returning to poverty, and that it has heterogeneous effects on families and regions with different characteristics. The main function is to improve household income level by promoting entrepreneurship and employment, and to improve risk resistance by enhancing household financial market participation and household asset allocation. Further analysis shows that digital financial inclusion has structural effects, nonlinear effects, and substitution effects with private lending in poverty governance. This paper has implications for understanding and improving the poverty governance effectiveness of digital financial inclusion.
The main objective of the study is to determine the factors affecting the intention to use Internet banking services of individual customers at Agribank Can Tho. To achieve the research objectives, the author conducted direct interviews with 285 individual customers through a prepared questionnaire. The results of testing the hypotheses of the research model have been shown that there are 06 independent variables arranged in descending order of impact that have a linear relationship with the dependent variable – Intention to use. Internet banking service of individual customers at Can Tho Agribank includes (1) Utility; (2) Subjective standard; (3) Reliability; (4) Ease of use; (5) Flexibility; (6) Usage cost. Based on the research results, the author proposes some managerial implications to maintain old customers and attract new customers to use Internet banking services of Can Tho Agribank.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
Reports on the results and managerial implications of a Turkish study which investigated relationships between service quality, and customer satisfaction, complaint behaviour and commitment. Concludes that the ultimate success of any service quality programme implemented by a bank can only be gauged by creation and retention of satisfied customers. The role of customer-contact personnel in the attainment of these goals is of paramount importance. Therefore, in their efforts to deliver high quality services to their external publics (i.e. clients), banks should not ignore the specific needs of their internal publics, notably their customer-contact employees.
Getting an innovation adopted is difficult; a common problem is increasing the rate of its diffusion. Diffusion is the communication of an innovation through certain channels over time among members of a social system. It is a communication whose messages are concerned with new ideas; it is a process where participants create and share information to achieve a mutual understanding. Initial chapters of the book discuss the history of diffusion research, some major criticisms of diffusion research, and the meta-research procedures used in the book. This text is the third edition of this well-respected work. The first edition was published in 1962, and the fifth edition in 2003. The book's theoretical framework relies on the concepts of information and uncertainty. Uncertainty is the degree to which alternatives are perceived with respect to an event and the relative probabilities of these alternatives; uncertainty implies a lack of predictability and motivates an individual to seek information. A technological innovation embodies information, thus reducing uncertainty. Information affects uncertainty in a situation where a choice exists among alternatives; information about a technological innovation can be software information or innovation-evaluation information. An innovation is an idea, practice, or object that is perceived as new by an individual or an other unit of adoption; innovation presents an individual or organization with a new alternative(s) or new means of solving problems. Whether new alternatives are superior is not precisely known by problem solvers. Thus people seek new information. Information about new ideas is exchanged through a process of convergence involving interpersonal networks. Thus, diffusion of innovations is a social process that communicates perceived information about a new idea; it produces an alteration in the structure and function of a social system, producing social consequences. Diffusion has four elements: (1) an innovation that is perceived as new, (2) communication channels, (3) time, and (4) a social system (members jointly solving to accomplish a common goal). Diffusion systems can be centralized or decentralized. The innovation-development process has five steps passing from recognition of a need, through R&D, commercialization, diffusions and adoption, to consequences. Time enters the diffusion process in three ways: (1) innovation-decision process, (2) innovativeness, and (3) rate of the innovation's adoption. The innovation-decision process is an information-seeking and information-processing activity that motivates an individual to reduce uncertainty about the (dis)advantages of the innovation. There are five steps in the process: (1) knowledge for an adoption/rejection/implementation decision; (2) persuasion to form an attitude, (3) decision, (4) implementation, and (5) confirmation (reinforcement or rejection). Innovations can also be re-invented (changed or modified) by the user. The innovation-decision period is the time required to pass through the innovation-decision process. Rates of adoption of an innovation depend on (and can be predicted by) how its characteristics are perceived in terms of relative advantage, compatibility, complexity, trialability, and observability. The diffusion effect is the increasing, cumulative pressure from interpersonal networks to adopt (or reject) an innovation. Overadoption is an innovation's adoption when experts suggest its rejection. Diffusion networks convey innovation-evaluation information to decrease uncertainty about an idea's use. The heart of the diffusion process is the modeling and imitation by potential adopters of their network partners who have adopted already. Change agents influence innovation decisions in a direction deemed desirable. Opinion leadership is the degree individuals influence others' attitudes
The adoption of new products and services is of increasing importance to many industries. This is especially so for those organisations that are marketing technological innovations. In this paper a model of the perceived innovation attributes and the personal characteristics of adopters and non‐adopters was developed, based on literature and consumer research. These are then tested using a questionnaire concerned with the UK market for direct banking services. The results are presented in detail which indicate that the model presented is an excellent predictor of adoption behaviour. From these results a number of interesting implications have been highlighted for marketing practice.
This article examines three alternative procedures for analyzing multitrait-multimethod matrices: the Campbell-Fiske procedure, confirmatory factor analysis, and the direct product model. The implicit assumptions, as well as the strengths and weaknesses, of each approach are presented and their implications discussed. It is proposed that one should carefully examine model assumptions, individual parameters, and various diagnostic indicators, as well as overall model fits. The implications of these recommendations are illustrated through reanalyses of data from earlier studies of consumer behavior. Potentially misleading conclusions in these studies are corrected in demonstrations of the three procedures. The results show that methods often have multiplicative effects, a finding that supports the direct product model, which has not been previously used in consumer research. The need for multiple-method, multiple-measure approaches to research is highlighted by examining the limitations of single-method, single-measure approaches to theory testing. Copyright 1991 by the University of Chicago.
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