No full-text available
To read the full-text of this research,
you can request a copy directly from the author.
Adoption of Internet banking by Australian consumer: An empirical investigation
Abstract
Quantifies the factors affecting the adoption of Internet banking by Australian consumers. The sample for this survey was drawn from individual residents and business firms in Australia. Shows that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption of Internet banking in Australia. Suggests some of the ways to address these impediments. Further suggests that delivery of financial services over the Internet should be a part of overall customer service and distribution strategy. These measures could help in rapid migration of customers to Internet banking, resulting in considerable savings in operating costs for banks.
... In the context of digital banking, Sathye (1999) showed that six factors affect digital banking acceptance, including a lack of security concerns, convenience, perceived service benefits, pricing, sustainability, and infrastructure. The results also demonstrate that anxiety over security and failure to recognize the benefits of online banking hampered its adoption in Australia. ...
... We adopted and adapted the measurements of the present study from existing literature related to UTAUT application in various contexts, including the studies of Kim and Gim (2017), Sathye (1999), Venkatesh et al. (2003), Nguyen (2020), Aji et al. (2020), and Sreelakshmiand and Prathap (2020). We selected six measurement items, which are performance expectancy (four items), effort expectancy (four items), facilitating conditions (five items), social influences (four items), trust (four items), and perceived risk of COVID-19 (four items). ...
... Kim & Gim (2017); Sathye (1999) Digital banking services satisfy my demand thanks to 24/7 availability. The bank has a system to promptly respond to users' requests. ...
Objective: The objective of this article is to examine some factors that affected the acceptance of digital banking services among consumers in Vietnam during the COVID-19 pandemic. Research Design & Methods: A research model was proposed based on the unified theory of acceptance and use of technology (UTAUT). Multivariate data analysis techniques were used alongside partial least squares structural equation modelling (PLS-SEM). The survey data were collected from 779 respondents who have been using digital banking services in Vietnam. Those respondents were recruited through convenience sampling. Findings: The results show that performance expectancy, effort expectancy, social influence, facilitating conditions, trust, and the perceived risk of COVID-19 affect the acceptance of digital banking services. Furthermore, the perceived risk of COVID-19 has the most significant impact on the acceptance of digital banking services, followed by effort expectancy, performance expectancy, social influence, and trust. Implications & Recommendations: Therefore, banks have to enhance the quality of services as well as improve their advertising to help customers acknowledge the benefits of the financial services in question. Contribution & Value Added: This study is among few studies that apply the unified theory of acceptance and use of technology (UTAUT) in the Vietnamese context of the banking industry, particularly during the COVID-19 pandemic. Thus, this study fills in the gap of the topic in a developing country context like Vietnam.
... Consumers must know it before intending to utilize the new item for consumption. For any consumer who desires to use the service, it is essential to increase consumer awareness of it (Alnsour, 2013;Alnsour & Al-Hyari, 2011;Sathye, 1999). Therefore, if Pakistani consumers are not using e-banking, they may be unaware of its existence or advantages. ...
... Moreover, H7 awareness significantly and positively impacts the intention to use Ebanking. Creating consumer awareness about the service is important for the intention to use (Alnsour, 2013;Alnsour & Al-Hyari, 2011;Sathye, 1999). The hypothesis that H8 privacy and security positively affect behavioral intention is supported. ...
... Results indicate that the construct of P&S serves as a mediator in the interaction between PE, EE, HAB, PV, SI, HM, AWA, and customer Intention to use E-banking services. It is worth mentioning that P&S plays a sequential mediating role in the association between EE, Habit, PV, SI, HM, AWA, PE, and customer's Behavioral intention and findings support previous studies (Sathye, 1999). The finding that trust has a moderating role in the relationship between P&S and BI is verified by H23. ...
Pakistan's banking sector has shown notable commitment to embracing modern financial services, like electronic banking, mobile banking, and payments through mobiles, electronic wallets, and engagement with these services. This study primarily aims to assess customer receptiveness toward adopting diverse e-banking services within emerging economies. The study employs the UTAUT2 framework, Unified Theory of Acceptance and Use of Technology, and extends it by incorporating additional components: awareness, security and privacy as a mediator and trust as a moderator. A survey-based approach gathered responses from 250 customers, and covariance-based structural equation modelling (CB-SEM) was employed for testing hypotheses. An empirical examination of the UTAUT2 model sheds light on the relationship between its dimensions and individuals' inclination to use e-banking services. The study highlights the significance of recently integrated variables in explaining consumers' willingness to embrace electronic banking services, offering valuable insights for the banking industry and contributing to the existing knowledge base. Additionally, the study provides recommendations for banks to enhance customer satisfaction and also to develop such strategies that will be helpful in attracting customers towards the usage of electronic services offered by the banks.
... The banks have turned into a basic segment of the vast majority of the economies as banking services are described as "engine of economic development" or go about as "courses towards advancing Financial development" (Sathye, 1999) [1] . In recent year the world economy has experienced another wonder which is considered as one the most imperative changes since the modern insurgency, i.e. ...
... The banks have turned into a basic segment of the vast majority of the economies as banking services are described as "engine of economic development" or go about as "courses towards advancing Financial development" (Sathye, 1999) [1] . In recent year the world economy has experienced another wonder which is considered as one the most imperative changes since the modern insurgency, i.e. ...
... According to Sathye (1999), e-banking occurs when bank customers access their bank accounts to undertake online banking transactions via the Internet. These transactions may include online deposits, balance enquiries, and transfers across multiple accounts. ...
... In addition, Yu (2012) highlighted that prospective users of online banking applications are wary of potential costs that may be imposed due to bank service charges. Research has shown that new technology comes with an associated cost, and banks shift these charges to their customers (Sathye, 1999;Yiu et al., 2007), discouraging customers from adopting IT-enabled services. Therefore, we hypothesise that: ...
Impact statement
In Sub-Saharan Africa, the burgeoning field of internet banking promises to revolutionize financial services, offering unprecedented convenience and accessibility. However, despite its potential, the widespread adoption of Internet banking services in the region face significant hurdles. This research endeavors to illuminate and dissect these obstacles, shedding light on the multifaceted challenges inhibiting the embrace of internet banking among consumers in Sub-Saharan Africa.By delving into the intricacies of perceived online risk, and socio-economic factors, this study aims to provide a comprehensive understanding of why Internet banking adoption rates remain low in the region. Through rigorous analysis and empirical evidence, we aim to offer insights that can inform policymakers, financial institutions, and stakeholders, facilitating the development of targeted strategies to overcome these barriers. Ultimately, our research seeks to not only identify obstacles but also to propose actionable solutions that can propel developing and emerging economies towards a future where internet banking services are embraced as integral components of the financial landscape. Hence, by breaking boundaries and unraveling the complexities surrounding internet banking adoption, we strive to contribute to the advancement of financial inclusion and economic development in the region and beyond.
... During its first phases, internet banking enabled customers to efficiently oversee their bank accounts and participate in diverse financial transactions using Internet-based platforms. The emergence of the online banking idea may be attributed to the advancement, creation, and implementation of financial services facilitated by the Internet (Sathye, 1999 ...
... The factors listed were user-friendliness, a website's efficiency, personal needs, and site organization. The services offered by online banking have a significant influence on the satisfaction and loyalty of customers (Amin, 2016 Sathye's (1999) study, trust was a significant obstacle to promoting Internet banking in Australia. According to Morgan and Hunt (1994), an alternative perspective on trust formation among consumers suggests that it may reduce perceived risk and expense, while simultaneously enhancing customer confidence. ...
The study aimed to determine the various antecedents of banking functions that may lead to consumers’ intention to use online banking channels for investment with the role of service experience in mediating the relationship between banking function, online investment intention, cost perception, and behavioral factors. Data were collected through an online survey to understand consumer perceptions and behavioral intentions among online banking users in India. The population of this study is Indian residents who are customers of banks providing online services. Purposive sampling and snowball sampling were used as sampling methods. The study used an online survey with a list-based sample frame using social media chat functions or messaging applications in which the Google forms link was shared. A total of 561 valid responses were successfully accumulated from 1,136 Google forms, indicating a response rate of 61.78%. The study employs SEM-PLS using PLS 2.0 software for data analysis. The results validated the direct effect of online investment intention through a bank on different components of banking channel function linkages: information and service awareness, transactional efficacy, trust, brand effect, convenience, and information technology support (p < 0.05). The findings also highlighted that customer service experience mediates the relationship between banking channel function and consumers’ investment intention through online banking channels, significantly impacting customers’ cost perception and behavioral factors (p < 0.05). The research implications are expected to improve the banking service experience of customers and might motivate them to use the online banking channel for investment.
... It is also a widely used customer service strategy to provide customer services like oneon-one chats, personalized offers, and responsive customer care through 24/7/365 availability (Sarbabidya & Saha, 2020 (Tarbal, 2020). Sathye (1999) cites the broadcast of information about unique technological advancements as a key component in the widespread deployment of such developments. Pikkarainen et al. (2004) show that consumer awareness plays a significant influence in predicting the frequency of online banking adoption. ...
... Pikkarainen et al. (2004) show that consumer awareness plays a significant influence in predicting the frequency of online banking adoption. But, consumers are hesitant to switch to online banking because of concerns about security and privacy (Sathye, 1999). According to Hanafizadeh and Marjaie (2021), e-banking education also decreased generalized risk perception. ...
The study aims to analyze the factors that influence customers’ inclination to utilize chatbots in banking services. The paper employed the technology acceptance model and utilized structural equation modeling to examine the factors affecting consumers’ willingness to embrace chatbot services. The survey evaluated various determinants, including perceived usefulness, perceived ease of use, trust, privacy concerns, and customer satisfaction. Data were collected from 250 bank customers in the Bombay region of India through an online survey employing a random sampling method. The collected data were analyzed using IBM SPSS AMOS. This study identifies the aspects of chatbot technology in the banking sector, such as user interface, content, security, and convenience, that influence customers’ decisions to adopt this innovative technology. The results of the analysis revealed path coefficients indicating a significant relationship between information security and perceived usefulness (β = 0.286; p = 0.005) and between perceived usefulness and intention to use (β = 0.489; p < 0.001). Additionally, the path coefficients for design, security, and facilitating conditions were β = 0.281, β = 0.193, and β = 0.136, respectively, all of which held nearly equal significance in the study. The inter-correlations among the variables ranged from 0.346 to 0.854 and were statistically significant. In the banking sector, customers’ intention to use chatbots is influenced by convenience, efficiency, trust, and personalized experiences. Customers are more likely to embrace chatbots when they provide seamless support and tailored solutions, ultimately enhancing customer satisfaction and engagement. AcknowledgmentThis study is supported via funding from Prince Sattam Bin Abdulaziz University project number (PSAU/2023/R/1445).
... 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). ...
... 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). Gizlilik ve güvenlik, mobil bankacılık kullanımını etkileyen faktörler arasında yer almaktadır (Malhotra ve Malhotra, 2011). ...
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.
... From a practical aspect this research provides guidance for the mobile app developers, bankers on deciding of any latest technology introductions to the consumers, where it is significantly justified that Perceived Usefulness and Perceived Ease of use on QR Code Payment modes will increase the consumers' usage on the application [151][152][153][154][155][156][157][158][159][160]. In this aspect, the manufactures of mobile payment applications must have in mind that they will need to be mindful on the ease of use of these applications developed for the consumers to use [161][162][163][164][165][166][167][168][169][170]. ...
The key requirement of this study is to analyse user's acceptance of Quick Response (QR) code mobile driven payment systems, in considering the Sri Lankan populations widespread use of mobile phones and other mobile devices. The current research has been derived by using the UTAUT2 (Unified Theory of Acceptance and Use of Technology) model. This study develops a conceptual model to determine the most significant factors influencing user's Perceived Satisfaction and recommendation to use QR Code Payments as a payment platform in retail usage and purchasing. The research model included 352 responses from an online survey in Sri Lanka. The study tested the mediating effect of Perceived Satisfaction to recommendation to use QR Code payment modes. The research derived that Ease of Use, and Attitude to have significant effect on user's Perceived Satisfaction to use QR Code payment modes, which further influenced user's perceived satisfaction and recommendation to use QR Code payment modes as a direct testing. Further, the overall study is directed at the consumers' acceptance of usage on QR Code payment platforms in Sri Lanka, and the academicians can research as future studies in the aspect of Merchants in Sri Lanka.
... The lack of effective customer service is another consistent weakness. Customer service is claimed to be effective in developing awareness and addressing security concerns (Sathye, 1999). In the case of bKash, other than a few common issues, the web chat option as a means of customer service appears ineffective when the requested technical assistance is not common. ...
This research aims to provide a demand-side mobile financial services (MFS) assessment of bKash, the 48% market-share holding leading MFS in Bangladesh, through the lens of users' perspectives in the post-COVID-19 realities. It also aims to derive recommendations, reflecting customers' experiences, to foster enhancements of the services. It shows how the same mobile financial service appears differently to users when gender and urban-rural differentials are in play. It evidences the impacts of contemporary manufacturing philosophy and required technical skills on the choices users are compelled to make. It also reveals patterns in user assessments and the impacts of its abuses on the broader image of MFS. This study uses the existing SERVQUAL framework but in a new way, incorporating ground realities in the new normal, by using user-defined compound weights of the factors to form the components of the SERVQUAL framework rather than simple gap calculations.
... 10 Measures put in placeThe findings from the research as in table 5.10 show that 89% considered diversifying their resources to the bank branches while 11% of the respondents considered internet bringing down the Internet subscription fees. The research findings from table 11 indicate that 89% considered diversifying their resources to the branches while 11% considered reducing the internet subscription fee. ...
The use of computer and communication networks to provide a variety of value-added goods and services to bank clients is known as electronic banking. Therefore, e-business is transforming the way that business is done across all industries, and commercial banks are no different from other businesses in this regard. The introduction of electronic banking services has shown to be a key advancement in the banking sector in Ghana. In light of this, the study looked into the connection between Ghana’s commercial banks’ performance and e-banking. The specific goal of the study was to determine whether there is a relationship between the independent variables—such as the number of ATMs, debit and credit cards issued to customers, point of sale terminals, and the amounts of e-banking usage such as electronic funds transfers, mobile banking, and internet banking—and the dependent variable, such as performance as measured by profit after tax. The findings of the study were that e-banking has a strong and significant effect on the profitability of commercial banks in the Ghanaian banking industry. Thus, there exists a positiverelationship between e-banking and bank performance. The significance test showed that theinfluence of bank innovations on bank profitability was statistically significant meaning that the combined effect of the bank innovations in this research is statistically significant in explaining the profits of commercial banks in Ghana. The study recommends to the management of those banks that are slow in innovation adoption, to move in and adopt various innovations in their operations to shore up their profitability. It also recommends that Government policymakers should review policies related to the promotion of innovation adoption and transfer of technology. Adoption of innovations will improve the profitability of organizations because it will translate to better tax revenues for the government.
... Although government has taken Digital India initiative, digital banking adoption is still in the emergent stage in India, specially in rural areas. The way the products and services are packaged, proposed, delivered and consumed in the banking and finance industry is changing due to the intervention of the internet (Sathye 1999).The developments in information technology provide efficient ways to the banking companies to serve their customers round the clock throughout the year (Hu and Liao 2011). The practical implementation of digital banking reduces the operating cost by about 20-25% and, as a result, increases the competitive edge of the banks (Olanrewaju 2018). ...
Purpose – The purpose of this paper is to analyse how consumer innovativeness can influence as a variable to positively impact digital banking adoption by reducing consumer perceived risk. Design/methodology/approach –Structural equation modelling techniques was employed to study the impact of innovativeness and risk on digital banking adoption. The sample consists of 100 digital banking services users. Risk has been measured as a formative construct. Findings – Results reveals consumer innovativeness as a key construct to improve digital banking adoption. Innovativeness effectively reduce consumer risk perception of using digital banking channel in the banking services context. Practical implications – Practical guidelines are provided to bank management on how to use consumer innovativeness level as a segmentation variable to leverage migration to digital banking among actual customers who are nonusers or very rare users. Originality/value – There is a lack of studies which connect consumer innovativeness and perceived risk in the digital banking context and specially on adoption of digital channel of banking from traditional banking avenues. Formative configuration of risk is quite an innovative approach to measure this construct.
... 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.
... The adoption of digital banking has facilitated safe and convenient banking practices, diminishing the necessity for physical visits to banks and stimulating economic growth. Digital banking has emerged as a crucial component within the global banking system, with individuals utilizing the internet for activities such as checking account balances, transferring funds, paying bills, and conducting various other financial tasks, collectively known as adopting Internet banking (Sathye, 1999). Sharma, and Piplani., (2017) The objective was to examine current trends in digital banking within India and to pinpoint the hurdles encountered by banks in embracing these trends. ...
Technology is a catalyst for achieving rapid economic progress in the 21 st century. Governments worldwide have increasingly embraced technology as a pivotal instrument for efficiently executing and delivering the outcomes of their diverse developmental schemes and programs. Digitalization means technology-driven systems and processes with the use of computers and the internet.
... The adoption of technology and payment banks is also influenced by factors such as consumer awareness (i.e. conviction, knowledge, and action) [55,56]. Numerous studies have explored different technological innovations such as online banking, mobile banking, and mobile payment systems, but there exists a notable scarcity of literature related to payment banks [57,58]. ...
... Another obstacle for banks in transitioning to digital banking technology is the lack of customer knowledge and information in digital transactions, unfamiliarity with information technology developments, and customer comfort in traditional banking transactions (http://digiads.id/insight). Internet banking, one of the digital banking services used by the public, is preferred for its transaction processing speed and ease compared to traditional banking services, despite security concerns (Mols 1998;Sathye 1999;Jun and Cai 2001;Hutchinson and Warren 2003;Bradley and Stewart 2003). Aldás-Manzano et al. (2009) state that innovation can influence risk perception, making individuals willing to use Internet banking. ...
Using the frameworks of the Theory of Use and Gratification (UGT) and the Unified Theory of Acceptance and Use of Technology (UTAUT2), this study explores the factors that influence individual behavior and behavioral goals in the adoption of digital banking. Partial Least Square-Structural Equation Modeling (PLS-SEM) is used in the analysis of research data using the program SmartPLS 3.2.9 professional. There are 432 people in the research sample that filled out questionnaires. The results show that behavioral intentions are strongly influenced by the integration of UGT-UTAUT2 by 60.3%. Performance and effort expectations are influenced by cognitive needs, effort expectations are influenced by affective needs, and social influence is impacted by social needs. Behavioral intentions for the use of digital banking are shaped by a combination of factors such as price value, hedonic motivation, habits, facilitating conditions, and effort expectations. The relationship between behavioral intentions, affective and cognitive needs is mediated by effort expectations. In the context of using digital banking, habits and behavioral intentions are important factors that influence behavior; in contrast, cognitive needs, affective needs, performance expectations, and social influence have no direct effect on behavioral intentions.
... According to Sathye's (1999) research, the use of online banking services, which is a good example of e-commerce, is new knowledge to many customers, and the lack of awareness of online banking is a crucial factor in preventing customers from adopting it. Howcroft et al., (2002) found that the issue of lack of awareness and knowledge of online banking services contributes ecommerce adoption challenges. ...
The purpose of this study is to explore the challenges or barriers to e-commerce adoption among SMEs in Democratic Republic of the Congo beyond the specific content covered in such interventions, and how infrastructural development might moderate those effects. The study also not only discusses that e-commerce adoption is imperative for the overall performance of SMEs, but also talks about how to mitigate the challenges. Qualitative as well as quantitative research methodology has been adopted in this study. A semi structured interview was conducted for getting an insight about e-commerce adoption. The researchers have found from the survey that there are different factors that affect the adoption of e-commerce which can be classified into three broad categories; technological, organizational and environmental factors. Although technological barriers are important challenges for e-commerce adoption in developing countries like DRC, but the importance of other barriers cannot be discriminated. Results of testing the model discovered two important findings: first, technological barriers, organizational barriers and environmental barriers have a direct negative relationship with e-commerce adoption. The results further show that technological barrier is the most determinant factor of e-commerce adoption followed by environmental and organizational factors respectively. Second, the moderating effects of infrastructural development was tested, which showed that the barriers have a more negative effect on e-commerce adoption for SMEs utilizing rural infrastructure than for urban SMEs.
... According to Sathye's (1999) research, the use of online banking services, which is a good example of e-commerce, is new knowledge to many customers, and the lack of awareness of online banking is a crucial factor in preventing customers from adopting it. Howcroft et al., (2002) found that the issue of lack of awareness and knowledge of online banking services contributes ecommerce adoption challenges. ...
The purpose of this research was to develop and validate the moderating effect of marital status on the relationship between student-teacher interaction and academic performance of students at Congolese university using two main studies. The first study was designed to develop the instruments for measuring student-teacher interaction’ and their academic performance at the university and to explore the moderating effect of marital status on the relationship between student-teacher interaction and the academic performance of students. For this study, a mixed research method was used. Samples were drawn from one higher education institutions (the University of Kinshasa), using simple random sampling and stratified random sampling techniques based on students’ status and sex as strata. For this study, both qualitative and quantitative data were collected. Data for qualitative analysis were gathered from married and unmarried students using interviews and focus group discussion, whereas data for quantitative analysis were gathered from married and unmarried students using questionnaire. The analyses were made using mainly multiple regressions, the statistical testing of the generated hypothesis via t-test statistics and Pearson product moment correlation, multivariate analysis of variance (MANOVA), and simple slope analyses. Furthermore, the demographic variable of participants (sex of students, student status, study level, socio-economic status of the family and major) was another target of the study. 362 students (include married’ and unmarried’ students) from the university of Kinshasa, took part in the study. The study was guided by the Bandura’s social cognitive theory, that determines human behavior and describe the learning theory that analyzes and explains how feelings, thoughts, actions of others, and social experiences actively shape learning processes. The final results revealed that there is a significant correlation between student-teacher interaction and academic performance. In addition, marital status moderated the relationship between student-teacher interaction and academic performance when students are unmarried.The second study was designed to examining the difference of academic performance between married and unmarried students. Qualitative data were collected from 362 students (include married’ and unmarried’ students) using interview questionnaire. Data were analysed using constant comparative approach (the reported stories that emanated from the conversations with the research participants); the deduced meanings from the interview protocol. The study results indicated that the unmarried students’ academic performance was high than their married students’ counterpart and in significant way; and the marital status was negatively associated with academic performance of students at the university in DRC. Finally, based on the findings, some practical and theoretical implications and future research directions were forwarded.
... Notably, previous studies of behavioral intention have introduced the construct of technology awareness in the technology context through the study of "the centrality of awareness in the formation of user behavioral intention toward preventive technologies in the context of voluntary use" (Dinev and Hu 2007). Further, Sathye (1999) studied the awareness of service and its benefits in adopting internet banking by customers and suggested that bank managers could build awareness by educating about the benefits of internet banking and security concerns. Later, Alkhaldi (2017) developed a model to determine users' awareness of mobile banking services on users' behavioral intention to use mobile banking. ...
Purpose: The integration of Marketing Technology (MarTech) in Mobile Banking (MB) apps gains recognition in marketing automation, previous research lacks a comprehensive framework for understanding customer behavior. This study addresses this gap by proposing a new model within Financial Technology (FinTech), incorporating customer characteristics. Design/methodology/approach: The Integrated MarTech Usage Behavior Model (IMTUBM) triangulates three theories to explore the MarTech landscape in a longitudinal survey of 400 MB app users in Sri Lanka, utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM) with Smart-PLS software. Findings: The resultant Integrated MB App Usage Behavior Model (IMBUBM) provides a foundational understanding of customer characteristics in the MarTech domain. Notably, this study conceptualizes awareness, elucidating that experiential aspects are shaped by both previous and pre-experience. Originality: This study introduces the concept of current pre-experience as a moderator in the MarTech landscape within FinTech, arguing for its deeper exploration compared to previous experience. Implications: These findings not only suggest avenues for future research in MarTech but also provide managerial insights, encouraging refinement of strategies based on heightened customer awareness. Additionally, the study emphasizes the importance of current pre-experience in bridging the gap between customer intention and behavior in MarTech usage. D. SANGARATHAS, S. SHANMUGATHAS & M.A.A. MALKANTHIE 56
... The lack of awareness and appreciation of the benefits associated with m-banking are barriers to mbanking adoption. The awareness creation can empower the consumer to go through processes such as product knowledge acquisition, persuasion, judgment, and final confirmation about a product before accepting the product or service of mobile banking (Sathye, 1999). Awareness campaigns by banks driven by practical actions and programs can empower the consumer to pick services that add the greatest value (N. ...
This study uses a modified UTAUT model to examine behavioral factors influencing mobile banking services’ (MBS) adoption in China. Despite the abundance of smart mobile phones, the uptake of mobile banking among the population remains low. To address this issue, this study integrates four variables—perceived financial cost, awareness, technology infrastructure support, and government regulations—into the UTAUT framework to explore their impact on driving the adoption of MBS. Based on convenient sampling techniques, it uses 567 valid responses collected through a self-administered questionnaire and applies multiple regression analysis methods for data analysis using SPSS-26 software. Results indicate that performance expectancy, effort expectancy, perceived financial cost, and awareness are significant drivers of behavioral intention to use MBS in China. Technological infrastructure support positively influences performance expectancy, and individuals’ intent to use and adopt MBS in China. Government support significantly drives the individual’s behavioral intention to use and adopt MBS. Furthermore, behavioral intention to use MBS significantly predicts its adoption in China. The practical and academic ramifications of MBS on the growth and development of sustainable mobile banking systems are presented.
... Customer perceived service quality can be defined as a global judgment or attitude relating to the superiority of a service relative to competing offerings (Parasuraman, Zeithaml, & Berry, 1988). Over the past three decades, numerous researchers have sought to uncover the global services attributes that contribute most significantly to relevant quality assessments (Parasuraman et al., 1985;Sathye et al., 1999). Among them, the Parasuraman et al. (1985) work has been regarded as most prominent, which revealed ten dimensions: (1) tangibles; (2) reliability; (3) responsiveness; (4) communication; (5) credibility; (6) security; (7) competence; (8) courtesy; (9) understanding the customer; and (10) access. ...
The banking sector, recently, has been undergoing a swift transformation around the world. The deepening of Information technology has expedited higher fulfillment of commitments, multiple delivery channels for customers and quicker solution of problems. The prime focus of this study is to find out the usage of electronic devices in the banking sector, which strengthen bank services and investigate whether it make a closer relationship with bank customers. Both primary and secondary data have been used in this study. Primary data have been collected from respondents through a structured close-end questionnaire and interviews conducted with customers of Dutch-Bangla Bank Limited (DBBL) Bangladesh, particularly who avail the electronic banking services. The source of secondary data includes the different publications and the annual reports of DBBL for the years of 2011 to 2017. Statistical tools are applied to data in order to evaluate the effectiveness of using electronic devices in improving bank-customer relationship. The study reveals that the usage of e-devices in the banking sector have positive impact (with significant p-value) in improving service quality and commitment to the customer that eventually strengthen and enhance a relationship between bankers and its customers.
... 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.
... 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.
... Hence, network and data transaction attacks and unauthorized access to the account via false or erroneous authentication are threats in digital banking. According to, [46], the adoption of digital banking is significantly hindered by security concerns. In the context of digital banking, perceived risk can includes concern about security and financial loss. ...
This study examines the effect of perceived usefulness, perceived ease of use, and perceived risk on Gen Z’s attitude toward using digital banking. Furthermore, this study examines whether the attitude toward digital banking influences their intention to use it. This research applied a quantitative approach, with the sample study being Gen Z between the ages of 18 and 25. With a total sample size of 148 respondents, an online questionnaire was distributed through Google Forms to gather the data. Structural Equation Modelling (SEM) with SmartPLS 4.0 software is the method of data analysis employed. It was found that perceived usefulness and perceived risk have a significant effect on attitude toward digital banking, whereas perceived ease of use does not have a significant effect. Perceived ease of use is positively significant towards perceived usefulness. Lastly, attitude toward the use of digital banking has a positive effect on the intention to use digital banking. Novelty/value- One characteristic of Generation Z is their familiarity with technology. Gen Z is the Generation that will continue to utilize technology; thus, it is crucial to understand their decisions about the usage of digital banking. This study sheds light on previously understudied aspects affecting attitudes and intentions toward digital banking in Indonesia.
... FinTech membentuk semula industri kewangan dengan menawarkan perkhidmatan kewangan yang berupaya mengurangkan kos operasi yang lebih rendah, meningkatkan kualiti perkhidmatan kewangan, dan mewujudkan landskap kewangan yang lebih pelbagai dan stabil (The FinTech Revolution, 2015). Menurut beberapa penyelidik lain seperti Sathye (1999), Nielsen (2002), Lee & Shin (2018) penggunaan FinTech bukan sahaja mendorong pengurangan kos operasi yang lebih rendah, malah memberikan masa pemulihan yang lebih singkat, dan perkhidmatan nilai tambah (value-added services) dalam pengurusan kewangan organisasi. ...
Teknologi maklumat dan komunikasi (Information and Communication
Technology – ICT) melibatkan penggunaan komputer dan perisian untuk
tujuan mengubah, menyimpan, melindungi, memproses, memindah,
dan mendapatkan maklumat. Manakala, teknologi kewangan (Financial
Technology – FinTech) pula merupakan sebuah pasaran yang inovatif
yang mengasimilasikan perkhidmatan kewangan dan teknologi terkini,
sekaligus mengubah struktur perkhidmatan kewangan tradisional dan
model perniagaan. ICT dan FinTech bukan sahaja diadaptasi oleh organisasi
keuntungan malah sangat relevan dengan institusi bukan keuntungan seperti
institusi wakaf.Masalah pendanaan tunai, pembiayaan projek pembangunan
dan persekitaran pewakafan yang telus yang sering dihadapi oleh institusi
wakaf dijangka dapat diatasi melalui penerapan ICT dan FinTech di
institusi tersebut. Namun begitu, sejauh mana aplikasi ICT dan FinTech
di institusi wakaf tidak dapat dipastikan dengan tepat. Menyedari tentang
perkara tersebut, kajian ini bertujuan untuk mengenalpasti item ICT dan
FinTech yang relevan dengan institusi wakaf dan sekaligus mengira skor
kepentingan setiap item ini dalam operasi rutin institusi wakaf. Item ini
dibangunkan dan disahkan oleh pakar-pakar dalam bidang melalui Teknik
Delphi. Dalam pusingan pertama Teknik Delphi, hasil menunjukkan
bahawa penambahbaikan yang ketara perlu dilakukan terhadap item
ICT khususnya pada proses perniagaan bahagian belakang. Begitu juga
penambahbaikan pada item FinTech menerusi kaedah bayaran, FinTech
menerusi pengurusan kewangan, dan FinTech menerusi pembiayaan.
Penilaian panel pakar dalam memberi skor kepentingan ICT dan FinTech menunjukkan variasi yang sangat ketara dan tidak mencapai tujuan yang
disasarkan. Beberapa penambaikan diperlukan sebelum soal selidik diedar
untuk pusingan kedua Teknik Delphi bagi mencapai kesepakatan panel pakar
terhadap item-item dan skor kepentingan ICT dan FinTech. Item dan skor
kepentingan yang dibangunkan ini diharapkan menjadi panduan dan senarai
semak permulaan kepada industri wakaf tentang aplikasi ICT dan FinTech.
Pengemaskinian terhadap item dan skor kepentingan ICT dan FinTech dari
masa ke masa mampu memastikan institusi wakaf sentiasa berada pada tahap
teknologi terkini yang seterusnya meningkatkan kecekapan, menggalakkan
pertumbuhan sosio-ekonomi ummah dan mengekalkan kelestarian industri
wakaf secara mampan di era Revolusi Industri 4.0.
... According to Sathye (1999), the global banking and financial services industry has encouraged customers to adopt electronic platforms for the use of banking services. This has been done to increase productivity and efficiency. ...
The expansion of information and communication technology (ICT) has confronted the banking and financial industry towards the era of digitalization. This digitalization has brought advantages to the people nowadays to make the banking transaction easier in term of time-saving and easy to access compared to over-the-counter transaction (at the branch), in which the people need to waste their time for waiting their turn to make a simple transaction like withdraw and deposit money and reaching the people who are unbanked in order to them enjoy the banking and financial products and services. In this context, as most of the community in Malaysia are Muslim, the regulator (Bank Negara Malaysia) needs to concern with the value of Shariah and the element of financial inclusion that should be adopted in the development of digital banking. So, this will lead to the development of Islamic digital banking based on Maqasid al-Shariah for financial inclusion that able to cater the current market needs. However, the model of Shariah compliant digital banking is important to be introduced in order to achieve the true spirit of Maqasid al-Shariah for financial inclusion. This article is aimed to develop a framework of Islamic digital banking based on Maqasid al-Shariah for financial inclusion. This research employs a qualitative approach as this research is conducted through interview with experts for the development and verification of the proposed framework. The proposed framework has been found to be feasible for the implementation in accordance with the ongoing advancements in the digital age.
... The major issue of the digital banking system is the security of financial transactions. The absence of compelling security in digital banking transfers may result in major damage to the banking system over time (Giannantonio & Hurley-hanson, 2014).According to Sathye, (1999) revealed that the security risk is a significant factor in the adoption of online banking. Similarly, Jack and Kostiwa, (2014) found out that security is one of the major factors affecting the adoption of digital banking. ...
The financial services sector in the Middle East area has experienced a significant transformation, characterized by a prominent transition towards digital banking services. The objective of this article is to offer a theoretical analysis of digital banking in the Middle East region through the integration of the TPB Model. Additionally, it aims to identify the factors that influence the acceptance of digital banking services in the Middle East region. This study constructed a conceptual framework by combining the Theory of Planned Behaviour (TPB) with perceived ease of use, security, and complexity. The findingssuggested that there is a need to examine the uptake of digital banking among users of Middle Eastern banks, as it is considered an innovative service.This research provides significant insights for financial institutions, governments, and industry stakeholders who are interested in understanding the intricate dynamics of digital banking adoption in the Middle East, as the region aims to establish itself as a centre for digital innovation in the financial sector. Gaining a comprehensive understanding of the intricacies surrounding the factors that influence adoption can provide valuable insights into devising effective approaches to expedite the acceptance and use of digital banking services. This, in turn, can facilitate the advancement of financial inclusion efforts and contribute to the stimulation of economic growth within the region.
... Although consumers have strong faith in their selected bank, they still fall short of faith in technology. Based on (Sathye, 1999) 73% avoided online payment in the banking sector as they are anxious about the safety and security of transactions on the Internet. Other than that, the decisions of consumers to use an EPS according to Kim statements released, as they can improve customer protection and trust in EPS. ...
The primary objective of this study is to identify the key elements that are strongly associated with the intention of bank customers in Algeria to use electronic payment services.About 150 questionnaires were handed out among the Algerian bank customers by using clustered sampling in order to perform the statistical analysis for data analysis and findings.The Technology Acceptance Model (TAM) was utilized as the theoretical framework for this study.The findings indicate that there is a substantial relationship between trust in online payment and the intention to adopt digital payment methods among bank customers in Algeria. In contrast, the influence of security on the inclination to embrace electronic payment methods was determined to be negligible.This extensive study enhances our knowledge of the key determinants that significantly influence the inclinations of Algerian bank clientele towards adopting digital payment solutions instead of conventional means. The transition towards digital payments offers various benefits, such as enhanced efficiency, time conservation, and cost-efficiency.
... Step 5: F (8, 269) = 5.25, P < 0.001, R = 0.387, R 2 = 0.155, ∆R 2 = 0.020, Adjusted R 2 = 0.129 Fig. 2 Framework for hospital managers' e-payment acceptance in Enugu, Nigeria more credible hospital management perceived the platform, the more positive their disposition to its use. This finding was consistent with previous studies that identified perceived credibility as a usage intention determinant [31,33,34]. Therefore, protecting hospitals against security threats such as fake payment alerts and hacking into the hospital's e-banking account may improve the acceptability of the e-payment platforms. ...
Background:
Many Nigerians pay out-of-pocket for their health care, and some hospitals have started utilising e-payment systems to increase transactional efficiency. The study investigated the type and usage of e-payment platforms in public hospitals and the factors that may influence the managerial staff's disposition towards using the e-payment system.
Methods:
We conducted a cross-sectional survey of 300 managerial staff within the four public tertiary hospitals in Enugu, Nigeria, through proportionate quota sampling. The survey obtained participants' demographic characteristics, types of e-payment platforms, managerial staff's technophobia, perception of credibility, and disposition towards e-payment. Data were analysed using descriptive statistics, Spearman correlation, and hierarchical linear regression.
Results:
The majority of the respondents (n = 278, 92.7% completion rate) aged 43.4 ± 7.6 years were females (59.0%) with a bachelor's degree (54.7%). Their disposition (80.0%±17.9%), perceptions of the usefulness (85.7 ± 13.9%), and user-friendliness (80.5 ± 18.1%) of e-payment in the hospital were positive, credibility (72.6 ± 20.1%) and technophobia (68.0 ± 20.7%) were moderate. There was a negative correlation between technophobia and disposition toward the use of e-payment (ρ =-0.50, P < 0.001). Significant multivariate predictors of managerial disposition towards e-payment were; being a woman (β = 0.12, P = 0.033), married (β = 0.18, P = 0.003), positive perception of usefulness (β = 0.14, P = 0.025), and credibility (β = 0.15, P = 0.032).
Conclusion:
Most participants had a positive disposition towards e-payment in public hospitals. However, managers with technophobia, a negative perception of e-payment usefulness, and credibility had a lesser disposition to its use. To ensure the universal implementation of e-payment in Nigerian hospitals, the service providers should make the e-payment platforms more secure and user-friendly to health services consumers and providers.
... In terms of the relationship between fear of online identity theft (FOIT), security and privacy concerns (SAPC), and usage intention, security and privacy concerns have been found to have a negative relationship with the customer's intention to participate in online shopping in particular (Udo, 2001) and the adoption of e-commerce in general (Vasileiadis, 2014;Gurung & Raja, 2016;Boateng et al., 2016). Moreover, SAPC have been discovered to negatively affect the intention to adopt and use e-banking services (Sathye, 1999;Lafraxo et al., 2018). It is obvious that the major reason customers are hesitant to engage in e-banking transactions is that the internet's security systems are not safe enough to make them feel confident in performing personal business. ...
During the fierce national and international competition, many organizations are taking digital technology into action to provide new products to customers via modern interactive channels (Sepashvili, 2020). This research is conducted to provide empirical evidence on the effects of online identity theft on consumers’ usage intention to engage in e-banking transactions in uncertain context. Using structural equation modeling (SEM) and survey data from 441 individuals, the main findings of the study are: 1) Security and privacy concerns (SAPC) should be divided into two sub-factors: a) e banking security and privacy concerns, and b) internet security and privacy concerns. It differs from previous studies that combined the Internet and e-banking. We found that trust (T) is negatively impacted by Internet concerns and positively impacted by e-banking concerns; 2) Trust positively impacts the usage intention of e banking (UIEB); 3) Fear of online identity theft (FOIT) has a positive effect on trust; 4) FOIT positively impacts SAPC. Theoretically, this study has focused on investigating potential determinants influencing customer intention when gradually adapting to new technology services. In practice, the proposed study will go into depth on the limitations faced by clients in the hidden dimension, which prevent them from engaging in online banking activities.
The Study being conducted this study to assess and look into customer satisfaction with online banking. This study also aims to monitor and examine why people choose to use digital banking services and their motivations for doing so. We use both primary and secondary data collection methods to gather information. We used a Google Form to perform a questioner survey for that. We compile responses from 100 people use online banking services. The survey involves Davangere city residents who use online banking services. As part of the data analysis, we graphics and the percentage approach were employed in the presentation. This survey tries to gauge how satisfied customers are with the digital solutions offered by the bank. The study's result showed that there is a significant, favourable association between customer behaviour and online banking. Customers occasionally express dissatisfaction with online banking services.
The COVID-19 pandemic has accelerated the adoption of FinTech by banking and non-banking financial institutions to provide better service to clients and promote financial inclusion. This adoption has been driven by the need to include the most neglected populations in the mainstream financial system. Despite initial hesitance from the banking industry to partner with FinTech startups, such partnerships have become essential in increasing the efficiency of corporate processes and improving clients’ overall banking experience. In addition, the pandemic and associated government guidelines have compelled individuals to adopt technology into their daily routines, leading to an additional boost in FinTech adoption worldwide, including in rural India.
This study aims to identify post-pandemic determinants of FinTech adoption, particularly mobile banking, in rural India. The study investigates consumer views on their intention to use these services and examines the extent to which mobile banking has promoted financial inclusion in rural India. Data has been collected from both secondary and primary sources. A structured questionnaire was distributed in Uttarakhand’s mountainous regions using random sampling for primary data. The collected data has been analysed using logistic regression.
The study findings reveal that rural subscribers to mobile banking have their intents influenced by perceived trust, perceived lifestyle compatibility, perceived efficiency, perceived ease of use (PEoU), demographic characteristics, and compulsion due to the COVID-19 pandemic. These findings emphasize the importance of the prompt involvement and efforts of banking and non-banking financial institutions in mobilizing their resources and accelerating financial inclusion through the use of FinTech, particularly mobile banking. The study’s outcome also highlights the need to include rural populations in the mainstream financial system, particularly during times of crisis, through the adoption of FinTech.
Purpose
This paper reviews scholarly literature on electronic banking (EB) research over a three-decade period. The focus of this review is to evaluate the intellectual structure and trends and unearth new areas in the research domain of EB.
Design/methodology/approach
Drawing data from the Scopus database, a bibliometric analysis was performed on 2,391 research articles published in the EB domain. The articles were examined and synthesized through volume analysis, citation analysis, authorship analysis and the level of collaboration, co-citation analysis and keyword co-occurrence analysis. A well-known bibliometric tool, VOSviewer, was used to create and analyse various bibliometric maps, networks and tables.
Findings
This study uncovers the temporal and spatial trends of publications on EB, the most influential documents, authors, productive publication outlets, countries in the domain, the status of collaboration and the major themes that have been studied in the literature. The publication trail over the years has been gauged using overlay visualization.
Practical implications
This paper highlights new concepts that have emerged in EB over the past three decades and suggests future avenues for research in this area.
Originality/value
Research in the domain of EB is empirical, with only a handful of studies being literature reviews. This is the first-of-its-kind study that aims to trace the development of electronic banking over the past 29 years, from 1994 to 2022, through bibliometric analysis and network visualization.
Algorithmic FinTech emerges as a pioneering force transforming the financial landscape in an era of fast technical breakthroughs and a new financial worldview. This study examines Algorithmic FinTech in-depth, providing light on its transformational potential, essential applications, and profound impact on the future of finance. Algorithmic FinTech is applying cutting-edge technology such as artificial intelligence, machine learning, and data analytics to optimize financial processes. This chapter examines algorithms' numerous roles in the financial industry, ranging from risk assessment and trading methods to personal financial management and lending solutions. This chapter provides an in-depth introduction to comprehending the transformational potential of Algorithmic FinTech, its applications, and its influence on traditional banking while emphasizing the importance of responsible innovation in ensuring a robust and equitable financial future.
The present research is to study to examine factors affecting on mobile banking adoption behavior in Rayalaseema Region of Andhra Pradesh. Further more, to evaluate which factors have a major influence on adoption of mobile banking. Data were collected from the mobile user respondents. A total of 185 mobile users were collected from the Rayalaseema Region. The methodology had used Descriptive statistics, Content validity, Multiple regression analysis has been used to verify the significant factors on adoption of mobile baning. A total of 8 factors has been used in this study It has found that privacy & security and perceived financial cost has shown negative effect.
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.
The study examines the impact of situational factors, subjective criteria, and information quality on Islamic insurance applications. Drawing inspiration from the theory of logical action, this research introduces a model to analyze key factors within the Islamic insurance application context. The model undergoes testing with data obtained from a survey involving 100 participants. The findings emphasize the significance of attitude, subjective considerations, and the quality of available information in shaping the demand for Islamic insurance. Additionally, the study sheds light on the level of acceptance of Islamic insurance among Tunisian consumers, offering valuable insights for operators to enhance the effective management of Islamic Takaful Insurance Services. By elucidating the intricate interplay between individual perceptions and contextual factors, this research contributes to a deeper understanding of consumer behavior within the Islamic insurance domain. These insights serve as invaluable guideposts for operators seeking to navigate the complex terrain of Islamic Takaful Insurance Services, empowering them to devise tailored strategies that resonate with consumer preferences and foster greater engagement with Islamic financial solutions.
The adoption of e-banking services is increasingly prevalent in modern banking, yet security concerns pose significant barriers to customer acceptance and utilization. This study explores the impact of security apprehensions on customers' willingness to adopt e-banking services, delving into the intricate relationship between perceived security risks, trust, and adoption behaviors. Through a mixed-methods approach, blending qualitative interviews and quantitative surveys, this research investigates the nuanced dimensions of security concerns in the context of e-banking. Qualitative insights reveal the multifaceted nature of security apprehensions, uncovering underlying anxieties and risk perceptions among e-banking users. Concurrently, quantitative analysis provides statistical rigor in assessing the impact of security concerns on adoption intentions, elucidating the mediating role of trust. Findings from this study contribute both theoretically and practically, offering insights into factors shaping e-banking adoption. By addressing security concerns as a critical determinant, financial institutions can enhance trust and confidence among customers, fostering greater acceptance and utilization of e-banking services. Practical implications derived from the research underscore the importance of robust security measures and transparent communication strategies in mitigating perceived risks and promoting e-banking adoption. In conclusion, this research underscores the imperative of addressing security concerns to propel the widespread adoption of e-banking services, driving the digital evolution of the banking sector in an era marked by technological advancements and changing consumer preferences.
In this period of worldwide competition, the banking sector has developed as a crucial administration industry. The banking sector has expanded its functions according to the needs and requirements of its clients/customers. The population of the economy has been increasing rapidly due to various reasons. This has led to the changes in structuring activities and scope of the banks. The financial and investment activities are added with insurance and foreign transactions. Due to the advancement in technology, manual banking transactions are replaced by e-banking facilities. E-banking is not a new concept in the economy. It has been there since the 1990s and has increased the business of the banking sector drastically in recent years. ICICI Bank introduced the concept of Internet banking in 1996 in India. The increased usage of the Internet is one of the main reasons for e-banking to gain momentum in India. It provides a lot of advantages such as great speed, less time consumption, and convenience. As per the Reserve Bank of India (RBI), India’s banking sector is well financed and controlled. The banking industries have witnessed the rise of innovative banking models such as small finance and payment banks. This study examines the impact of e-banking services among undergraduate students. The objective of this chapter is to know the number of educated teenagers in Bangalore who are aware of and use e-banking services. The sample size of the study consists of 50 students who use e-banking services. The study area is Bangalore, and the data is collected from the educated teenagers of Bangalore colleges through structured questionnaire method. The results have been analyzed through simple statistical methods for an in-depth understanding of the study.
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.
This study aims to analyze the factors that influence the intention to use digital providers. Performance expectancy is the extent to which users believe that using technology will increase productivity and effectiveness in achieving their goals. Effort expectancy refers to how easy users believe the technology will be to use. If the technology is perceived as easy to use, then users are more likely to adopt it. Social influence refers to the influence generated by others on the decision to use technology. This factor can include social support or recommendations from others, influence from groups, or social norms related to technology use. In this study, a random sampling technique was used as the sampling method. A total of 214 data points were collected through a self-administered survey from respondents of two luxury handbag brands in Indonesia. The analysis method in this research used structural equation modeling (SEM). There are significant relationships between ideal self-congruence and customer love for a brand, between ideal self-congruence and customer loyalty to a brand, and between customer love and customer loyalty to a brand. On the theoretical level, this research contributes to a better understanding of how to create customer loyalty to brands through tracking the self-congruence construct and customer love for brands. On the managerial level, this research provides useful actionable guidance to loyalty program managers on how to create luxury brands that incorporate customer ideal self-congruence and simultaneously foster strong emotional bonding to brands. Contemporary interest in customer loyalty to brands has resulted in a variety of related research being conducted in many areas. Our investigation reveals that few studies address the relationship between ideal self-congruence, brand love, and customer loyalty to luxury brands.
This study delves into the patterns of adoption of retail internet banking among Malaysian banking consumers. Its primary focus lies in exploring how demographic factors influence the behaviour of banking consumers towards internet banking adoption in this specific area. Employing a quantitative approach, the study conducts a questionnaire survey across various banks. The findings revealed that hypotheses relating to gender, race, income, educational level, and occupation did not yield significant support. However, the hypothesis concerning age exhibited notable support. Consequently, the study underscores the pivotal role of age in shaping the adoption of internet banking among banking consumers. Thus, it is deduced that a discernible relationship exists between age demographics and the uptake of internet banking services. Further analysis suggests that individuals below the age of 25 constitute a significant proportion of the demographic driving the observed differences in adoption rates. Building upon these insights, it can be inferred that younger banking consumers exhibit a greater propensity towards embracing internet banking services. Drawing implications from these findings, it is imperative for retail bankers, to tailor their strategies accordingly to foster greater adoption of internet banking. This might entail the development of targeted initiatives aimed at engaging and catering to the preferences of younger banking consumers. By aligning their strategies with the preferences and behaviours of different age demographics, banks can effectively encourage the uptake of internet banking services and enhance overall customer satisfaction within the retail banking sector.
One of the biggest innovations in the banking sector throughout its lengthy history is digital banking. Notwithstanding the numerous advantages that consumers derive from online banking, there exist several significant apprehensions and obstacles for marketers operating within the online banking industry. The main obstacles that internet banking marketers must overcome to thrive in this industry are minimal marketing budgets, traditional banking habits, security, technological problems, and transaction difficulties. As time has gone on, digital banking has emerged and is proving to be a success for the banking industry. The idea of digital banking is widely accepted in today's world, and it quickly gained popularity as a method of conducting business. The financial services industry is being redefined by the irresistible force of digital. The goal of the current study is to identify the variations in issues related to digital banking. The 600 participants in the study were chosen at random from among those who used digital banking services in Karnataka. The study identifies the issues with digital banking services that clients of various public sector banks encounter. Primary data gathered through questionnaire served as the foundation for the study. The data has been analyzed and interpreted using SPSS. Chi-square analysis and the t-test have been applied.
This paper provides an overview of the implementation of digital banking within the banking sector in India. The role of the banking sector in the economic development of a country is crucial, acting as the lifeline of the economy. A robust and healthy banking system is essential for fostering economic growth. The Indian banking industry has undergone significant changes and is currently experiencing an IT revolution. A bank, as an institution handling money and credit, accepts deposits from the public, facilitates fund availability to those in need, and aids in the remittance of money between different locations. It serves as a financial institution creating demand deposits, allowing withdrawal by the account owner on demand and facilitating transfer to a third party through cheque. The modern bank performs a diverse range of functions, making it challenging to provide a precise and general definition. Digital banking, supported by an internet connection, encompasses online banking activities. A substantial portion of consumer transactions now occurs through digital banking apps and online platforms, providing traditional banks with respite. Utilizing digital devices such as smartphones, tablets, laptops, desktop computers, and ATM, customers can easily access their accounts and conduct transactions. The COVID-19 pandemic highlighted the significant advantages of digital banking, especially when people were confined to their homes due to social distancing measures.The primary objective of this paper is to assess and analyze the progress of digital banking in India, with a specific focus on the associated challenges and opportunities
Banking plays a major role since technology is implemented in the financial sector, and with the advent of digitalization, it become the lifeblood of customers. Earlier customers of the bank need to visit their branch bank leaving all their work behind and take a long queue to withdraw, deposit, or transfer funds, and even for a small inquiry. The digital banking system is not just like traditional banking, with one click from anywhere at any time the customer can all the types of banking transaction. Customers of the banks started to prefer the digital banking system instead of traditional banking as it is easy to use and saves much time. This paper aims to study the customer's perception of the change from the traditional banking to digital banking. The objective of this study to analyze about the benefits of digital banking towards customers, to examine the usage of services of banking by customers and to know the satisfaction level of digital banking among customers, to analyze the reason for change from traditional banking to digital banking, to know the advantages of digital banking over traditional banking in the perception of customer and advantages of digital banking over traditional in the perception of banker. This study is based on both primary and secondary data. To serve this paper a well-structured questionnaire was prepared and circulated among the customers of the bank to collect the respondent regarding traditional and digital 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.
The paper undertakes an empirical analysis to explore the relationships among customer awareness, usage level, and satisfaction with India Post Payments Bank (IPPB) services, an institution instrumental in India's push for financial inclusion. Drawing on a sample size of 465 respondents, the study employs robust statistical methods to validate the significance of these relationships. Results indicate a strong positive correlation between customer awareness and usage level of IPPB services, a moderately strong relationship between usage level and customer satisfaction, and a weaker, yet significant, relationship between awareness and satisfaction. Based on these findings, the paper proposes targeted recommendations, ranging from awareness campaigns and partnerships to user interface improvements and customer feedback loops, aimed at elevating both the service usage and customer satisfaction. The study adds significant value to existing literature and offers actionable insights for policymakers, banking professionals, and academia to improve digital banking strategies in India.
The main objective of this study is to ascertain the elements that lead to the adoption of internet banking. By examining customers’ viewpoints, this research seeks to provide valuable insights into the fundamental determinants of this technological transition. A questionnaire survey was done among 398 banking customers in the Kathmandu Valley. The banking sector is currently experiencing a notable shift as a result of developments in telecommunications and information technology. These developments are facilitating transformative transformations through the introduction of novel distribution channels and the enhancement of banking value systems. These factors encompass the cost reduction, acceleration of service delivery, expansion of market reach, and enhancement of overall customer service quality. From a consumer's perspective, internet banking has the potential to reduce service prices and provide users with the ability to effortlessly manage their accounts at any time and from any location. The research findings have identified that security and trust as the most influential factors that lead customers' adoption towards internet banking, so bank managers should develop strategies to enhance overall service quality of internet banking services by delivering customized and quick financial services that help in meeting international standards with promising internet banking products and design.
Outlines the adaptation process in the distribution channel structure of the retail banking sector as a consequence of the introduction of electronic channels, such as telephone banking, PC banking and Internet banking. Based on responses from 42 retail banks in Denmark, their distribution channel strategies are described and their relation to selected marketing mix elements is examined. Most Danish retail banks attach decisive importance to offering a customer-friendly PC bank service, whereas fewer of them attach the same importance to telephone, Internet and branch banking. A multiple channel strategy combining several channels is the most popular.
Electronic or online banking is the newest delivery channel to be offered by the retail banks in many developed countries and there is wide agreement that this channel will have a significant impact on the market. Aims to quantify the current provision of electronic services by major retail banking organisations in the UK and the Republic of Ireland. Additional insight into the banks‘ adoption of this new channel is gained by exploring two areas important in the analysis of new offerings, that is: an organisation‘s approach to innovation; and their view of the current and future markets. By use of a mailed questionnaire, it was found that 25 per cent of the banks in the UK and the Republic of Ireland which responded to this survey are already offering online transactional services to consumers in their homes. The largest group of respondents (50 per cent) are those that are currently testing or developing such services, while just 25 per cent of the respondents were in organisations not providing or developing such services. It is also found that the organisation‘s vision of the future, their prediction of customer acceptance, which tends to be very low, and their organisational culture of innovation are the most important of the suggested factors in their adoption of electronic delivery.
The effectiveness of a sales promotion can be examined by decomposing the sales “bump” during the promotion period into sales increase due to brand switching, purchase time acceleration, and stockpiling. The author proposes a method for such a decomposition whereby brand sales are considered the result of consumer decisions about when, what, and how much to buy. The impact of marketing variables on these three consumer decisions is captured by an Erlang-2 interpurchase time model, a multinomial logit model of brand choice, and a cumulative logit model of purchase quantity. The models are estimated with IRI scanner panel data for regular ground coffee. The results indicate that more than 84% of the sales increase due to promotion comes from brand switching (a very small part of which may be switching between different sizes of the same brand). Purchase acceleration in time accounts for less than 14% of the sales increase, whereas stockpiling due to promotion is a negligible phenomenon accounting for less than 2% of the sales increase.
One of the profound consequences of the on-going information revo-lution is its influence on how economic value is created and extracted. Specifically, when buyer-seller transactions occur in an information-defined arena, information is accessed and absorbed more easily, and arranged and priced in different ways. Most important, the information about a product or service can be separated from the product or service itself. In some cases, it can become as critical as the actual product or service in terms of its effect on a company's profits. Consider how many wholesalers sell used cars in Japan. Until the mid-1980s, the vehicles were transported weekly to one of several established lo-cations, where they were sold to retailers at live auction. This traditional method was inherently in-efficient because at any given auction, only about 45% of the inventory sold. But in 1985, Masataka Fujisaki, an entrepre-neur, saw an opportuni-ty to transform the mar-ketplace; he created a proprietary computer and satellite communi-cations system called AUCNET. Each week, sellers call AUCNET with a list of the cars they're offering. Then an AUCNET inspector travels to the sellers' lots, veri-leffrey F. Raypoit is an assistant professor of business administration in the Service Management Interest Group at the Harvard Business School in Boston, Mas-sachusetts. His research explores the impact of informa-tion technologies on information-based products and services, with a focus on service quality in technology-intensive customer interfaces, fohn J. Sviokla is an associ-ate professor at the Harvard Business School. He studies how companies can augment their products, services, channels, and management processes to increase profits and customer retention, particularly with the aid of new information technologies.
This article compares users of PC-based home banking systems with non-users. A questionnaire study with responses from 669 bank consumers from Denmark shows that users of PC banking are more satisfied, are less price sensitive, have higher intentions to repurchase and provide more positive word-of-mouth than non-users. For the banks these results indicate that, in the future, PC banking systems will become a stable source of revenue from a mass of loyal customers.
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
Notes how deregulation in the banking industry has increased levels of competition in what was a highly protected sector. This increase in competition made demands on banks to manage their strategic positioning. The banks were unused to dealing with such large and rapid changes, and recent history shows that many mistakes were made in the strategies they adopted. Examines the situation which has resulted from these mistakes and the strategies which banks should be adopting in the 1990s and beyond. A postal survey was conducted among a population of major UK and Irish banks, strategic responses were fleshed out and practical examples of current practice were used to reinforce these responses.
Banks, as members of the financial services community, find themselves facing a rapidly changing environment. Increasingly they have turned to technology in their search for a competitive edge. The widespread application of computer technology has led to great strides in the range of banking services that can be made available. Already, retail customers are transacting business electronically through automatic teller machines and electronic funds transfer at the point of sale. Most recently, a number of banks have introduced a variety of in-home computerised banking schemes whereby consumers can undertake a range of banking services from the comfort of their own homes. Unfortunately, this rush to technology has often preceded the search for market needs. This article examines the progress of home banking in three countries — the United States, the United Kingdom, and France — and extracts some lessons on the application of technology as a competitive tool.
This article considers the influence of good design as a factor in engineering innovation, and its effect on two sectors of industry in particular—agricultural implements and automobiles. In each case the authors point out how different aspects of design, or largely differing design philosophies, have had a marked influence on product performance and on competitive success.
Presents a discussion of traditional market segmentation in the context of the changing parameters of trade presented by electronic commerce. The discussion is based on two years of research by the director of an Australian futures research and scenario planning consultancy. Considers the three worlds of commerce labelled “marketplace”, “marketspace” and “customerspace”. Introduces and discusses the unprecedented business roles resulting from the intersections of these three worlds of commerce. Hypothesizes about the future of customer interrelationships based on these ways of trading and the emerging business roles. Highlights the major challenges to businesses for competing effectively in this future scenario.
Banks approach market with caution
- ABF
Use of the Internet by households
- ABS
Use of Intemet by householders
- ABS
E-commerce: the banking business partnership”, speech dated 20 August at the National Office of Information Economy forum
- R Alston
Banking on the Internet: a guide to personal Internet banking services
- NOIE
Communications in Innovation
- E.M Rogers
- F. Shoemaker
Internet banking: a success”
- Thorton Consulting
The Financial System InquiryFinal Report
- Wallis Report
Banks leave the street to take on the world
- C Wood
Singapore online retail shopping
- www.consuIt
Internet banking: a global study of potential
- Allen & Hamilton Booz
Examining some myths about new product winners
- R G Cooper
“NAB wakes up to online banking
- J Davidson
Technology in Banking Survey
- Ernst & Young
The use of product portfolio analysis in bank marketing planning
- J P Guiltinan
- J H Donnelly
Navigating the multimedia landscape
- J Hagel
- T R Eisenmann
Who owns the customer?
- J Hagel
- W Lansing
Changes in consumer behaviour over the product life cycle
- J Howard
- W Moore
Innovation, electronic commerce and banking”, Reserve Bank of Australia Bulletin
- I Macfarlane