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Journal articles on the topic 'Banking channels'
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1
Krishnan, Dr Mahalaxmi. "Alternate Banking Channels for Customer Convenience." International Journal of Scientific Research 2, no. 2 (June 1, 2012): 9–10. http://dx.doi.org/10.15373/22778179/feb2013/4.
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Prudhvi, Sankar, and Mousumi Bhattacharya. "Shadow banking in India." Corporate Governance and Sustainability Review 4, no. 2 (2020): 30–39. http://dx.doi.org/10.22495/cgsrv4i2p3.
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The NBFCs have been the proxies of shadow banking in India. The shadow banking channel is in its evolutionary phase in India. Hence the debate about the shadow banking channels is still on as far as India is concerned. The FSB (Financial Stability Board) in its report points out the various emerging trends and growth of the shadow banking channels in various countries including India. It is imperative to study the trends of shadow banking channels in India to understand the possible financial contagion effect of it on the formal banking systems. This paper studies the deposits accepted by and the loans advanced by the NBFCs from/to the households sector, the credit flow to the commercial sector from the non-banking channels to understand the broad trends. It further studies the difference in the net flow of resources to and from a particular type of NBFCs, to gain insights into the sources of funds with an objective to understand the interconnectedness of NBFCs and the formal banking channels. The paper makes an attempt to study the relationship between CRAR and GNPA to understand the financial performance with a specific reference to NBFC-MFIs (selected on a sample basis).
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Ebong, Jimmy, and Babu George. "Financial Inclusion through Digital Financial Services (DFS): A Study in Uganda." Journal of Risk and Financial Management 14, no. 9 (August 24, 2021): 393. http://dx.doi.org/10.3390/jrfm14090393.
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This study unravels trends and momentum in banking and mobile money channels and uptake of select services and thereafter draws implications for enhancing financial inclusion through Digital Financial Services (DFS). The Rate of Change (ROC) approach was applied to analyze the growth momentum in banking and mobile money channels in Uganda. Implications for growth momentum in banking and mobile money channels for DFS and financial inclusion was drawn from observing and making informed interpretation of such observed trends and momentum. The findings of this study imply that banks must innovate to increase their contribution towards enhancing financial inclusion. Additional channel innovations, which may infuse banking and mobile money channels, are needed for banking to leverage on growth of mobile money and regain its role in enhancing financial inclusion. Leveraging the application of digital innovations in services such as payments and digitizing alternative channels such as agent banking are likely to increase efficiencies in physical channels and the provision of banking services and thereby increase overall reach and penetration of banking. The fast pace of mobile money penetration is good for speeding up financial inclusion. However, this calls for better regulatory approaches for DFS risk reduction, consumer protection, and protecting mobile money against integrity and financial crimes.
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Peevers, Gareth, Gary Douglas, Mervyn A. Jack, and Diarmid Marshall. "A Usability Comparison of SMS and IVR as Digital Banking Channels." International Journal of Technology and Human Interaction 7, no. 4 (October 2011): 1–16. http://dx.doi.org/10.4018/jthi.2011100101.
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In this paper, the authors compare the usability of SMS mobile banking and automated IVR telephone banking. Participants (N = 116) used SMS banking and IVR banking to find their account balance in a repeated-measures experiment. IVR banking scored higher for usability metrics: effectiveness, attitude, and quality. There was no clear difference in rank order of preference between the two channels. Participants gave positive comments regarding speed and efficiency with SMS banking, but had serious doubts over the security of the SMS channel, impacting consumer trust in SMS banking. The authors argue that usability problems and security concerns are a major factor in the low adoption of SMS mobile banking. Older users were less positive in general to SMS banking compared with the more established IVR banking. Older users had lower first time completion rates for SMS banking and gave IVR banking higher attitude and quality scores.
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Chukwudi, Oparah Felix, and James Tumba Henry. "Monetary Policy and Financial Stability in the Nigerian Banking Industry." International Journal of Financial Research 11, no. 1 (October 10, 2019): 82. http://dx.doi.org/10.5430/ijfr.v11n1p82.
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This study examined the impact of monetary policy on financial stability in the Nigerian banking industry for the period 2008Q1 to 2016Q2, using an error correction model. Banking industry financial stability index (BIFSI) was computed within the study and was used as a measure of financial stability in the Nigerian banking industry. The study discovered that the impact of monetary policy on financial stability in the Nigerian banking industry was weak. It also revealed a significant long run equilibrium relationship between monetary policy and financial stability in the Nigerian banking industry with a speed of adjustment to long run equilibrium of 66.54%. It was concluded that open market operation and exchange rate channels are more effective channels of transmitting monetary policy to financial stability in the banking industry, than interest rate channel.
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Prasad, Gokul, and Anuradha Arthanar. "Customer Satisfaction on Banking Channels." International Journal of Marketing Research Innovation 1, no. 1 (September 27, 2017): 8–15. http://dx.doi.org/10.46281/ijmri.v1i1.98.
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Satisfaction with banking services is an area of growing interest to researchers and managers.This research examined the survey responses of 120 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was investigated, and this information was used to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.
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Calisir, Fethi, and Cigdem Altin Gumussoy. "Internet banking versus other banking channels: Young consumers’ view." International Journal of Information Management 28, no. 3 (June 2008): 215–21. http://dx.doi.org/10.1016/j.ijinfomgt.2008.02.009.
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Sabharwal, Munish. "Multi-Modal Biometric Authentication and Secure Transaction Operation Framework for E-Banking." International Journal of Business Data Communications and Networking 13, no. 1 (January 2017): 102–16. http://dx.doi.org/10.4018/ijbdcn.2017010109.
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The rationale of the research work is to suggest a multi-modal biometric authentication and secure transaction operation framework for E-Banking. The literature survey identifies the various types of E-Banking Channels available as on-date, the various types of biometric technologies available as on-date as well the significant metrics affecting their performance while deploying them in various different e-banking channels. The performance analysis of various types of biometric technologies based on significant metrics for Biometrics Implementation further identifies the currently implementable biometric technologies for the various different e-banking channels. Subsequently a requirement analysis of potential e-banking channels is followed by System Suitability Analysis to identify which multi-biometrics and support mechanisms are suitable for particular e-banking channels. The final conclusion suggests a viable multi-modal biometric authentication and secure transaction operation framework for various e-banking channels.
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Aduaka, Uchenna, and Olawumi Dele Awolusi. "Electronic Banking and Profitability in the Nigerian Banking Industry." Information Management and Business Review 12, no. 2(I) (November 14, 2020): 20–37. http://dx.doi.org/10.22610/imbr.v12i2(i).3086.
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The primary objective of this study was to assess the impact of electronic banking on profitability in the Nigeria banking industry. An inferential survey research design was adopted. Primary data were collected through questionnaires from both staff and customers of the surveyed bank. It was complemented with secondary data sourced from the company’s audited financial statements for the period 2010 to 2017. Data collected were analyzed using both descriptive and inferential statistics while testing of the hypotheses was done using multiple regression analysis. The study revealed that cards play a significant role more than other channels and immediately followed by ATM. Also, it was observed that E-Banking channels contributed to Bank's profitability, that E-banking services (EBS) had an influence on the retention and loyalty of bank's customers and that the quality of service, security, reliability and efficiency have a definite impact on the usage of the services of e-banking. It was recommended that the Nigerian banking industry should invest more in card products, followed by ATM amongst other electronic channels; as they generate more revenues for the bank. The study also recommended further development of other channels (Mobile, Corporate Payments, POS and internet banking) to further enhance their contribution to the bank's profitability. Nigerian banks should also create a business strategy that is customer-centric by being continuously innovative in identifying the needs of their customers and improving on their products offering while developing new ones, to retain and keep the loyalty of their existing customers while attracting new ones.
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Inegbedion, Henry, Emmanuel Edo Inegbedion, Samuel Jesuorobo Osifo, Sunday C. Eze, Adebanji Ayeni, and Olamide Akintimehin. "Exposure to and usage of e-banking channels." Journal of Science and Technology Policy Management 11, no. 2 (November 21, 2019): 133–48. http://dx.doi.org/10.1108/jstpm-02-2019-0024.
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Purpose Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria. Design/methodology/approach The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels. Findings Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed. Research limitations/implications The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking. Practical implications The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking. Social implications Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery. Originality/value The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.
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Douglas, Gary, Hazel Morton, and Mervyn Jack. "Remote Channel Customer Contact Strategies for Complaint Update Messages." International Journal of Technology and Human Interaction 8, no. 2 (April 2012): 43–55. http://dx.doi.org/10.4018/jthi.2012040103.
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This research focuses on the preservation and repairing of relationships once a banking customer has raised a complaint. This research investigates the impact of different messaging channels (email, Internet banking site messages, SMS text messages, and messages on the ATM screen) and the impact of different styles of complaint update messages on customers’ perceptions of their relationship with their bank. The empirical research is conducted on a sample of 96 banking customers. Quantitative data are collected to examine the impact of the banking channel and the update message style on customers’ perceptions of their relationship with the bank. The results indicate that update messages are a reassurance tool for the bank to use for customers who had cause to raise a complaint. The preferred channels of communication with the customer base for update messages are email and Internet banking. Also, customer-brand relationship was found to be higher for complaint-specific content in the messages than for generic messages.
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Beynon, Malcolm, Mark M. H. Goode, Luiz A. Moutinho, and Helena R. Snee. "Modelling Satisfaction with Automated Banking Channels." Services Marketing Quarterly 26, no. 4 (June 28, 2005): 77–94. http://dx.doi.org/10.1300/j396v26n04_05.
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Andrijauskas, Rimas, Meilutė Jasienė, and Julija Staroselskaja. "Increasing the competitiveness of commercial banks on the basis of innovation." Management Theory and Studies for Rural Business and Infrastructure Development 36, no. 4 (November 3, 2014): 730–45. http://dx.doi.org/10.15544/mts.2014.068.
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The main purpose of this paper is to analyze main innovations in retail banking distribution channels, identify the behavior of customers in Lithuanian market in respect of those innovations and evaluate their effect on Lithuanian commercial banks’ competitiveness. Literature analysis overviews major innovations of distribution channels in retail banking and the theoretical aspects of the effect of those innovations on customer behavior and how they help to better serve changing customer needs. The aim of the research was to understand the needs of Lithuanian commercial banks’ customers in the context of different banking distribution channels, customer behavior tendencies while using those channels, and what is customer opinion on how safe, simple and affordable different channels are. Survey was carried out by asking Lithuanian commercial banks’ customers to fill an online survey. The factor analysis was carried out based on survey results with the purpose to identify main customer segments in respect of different retail banking distribution channels. Factor analysis demonstrates that Lithuanian commercial banks’ customer segments differ very significantly in terms of what are their behavioral habits while using different distribution channels. This signals that in the context of fast development of modern and cost effective distribution channels, traditional distribution channels are still playing a major role in serving customer needs and remaining competitive in the Lithuanian retail banking market. This research could be used as a base for building an effective retail banking distribution channels strategy.
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Shaikh, Aijaz A., and Heikki Karjaluoto. "On Some Misconceptions Concerning Digital Banking and Alternative Delivery Channels." International Journal of E-Business Research 12, no. 3 (July 2016): 1–16. http://dx.doi.org/10.4018/ijebr.2016070101.
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A great deal of conceptual confusion surrounds the notions of digital banking and innovative alternative delivery channels that support banking and other financial transactions globally. The authors contend that the concepts of digital banking and associated delivery channels are ambiguous and restrictive; their usability has been undermined and their purpose and objective have, to a large extent, been misunderstood. Against this backdrop, the authors offer an inclusive definition of digital banking and delivery channels and provide logical explanations of these terms that can benefit scholars, the telecommunication sector, the banking industry, policy makers, and service providers (in terms of developing digital banking and marketing strategies). This article discusses the theoretical and managerial implications of the study results and presents recommendations for future research.
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Pham, Long, Nhi Y. Cao, Thanh D. Nguyen, and Phong T. Tran. "Structural Models for E-Banking Adoption in Vietnam." International Journal of Enterprise Information Systems 9, no. 1 (January 2013): 31–48. http://dx.doi.org/10.4018/jeis.2013010102.
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E-banking is seen as the newest delivery channel for banking services in many developed countries and is believed to have a significant impact on the bank market. E-banking is providing numerous opportunities for banks and non-bank financial institutions to add a low cost distribution channel to their existent distribution channels. Little research on factors influencing the adoption of e-banking has been implemented in countries with very high economic growth rates (such as Vietnam) that are emerging as new potential markets. Thus, this study has, based on an extensive literature review on e-banking benefits for both banks and their customers and relevant theories on innovation adoption, proposed alternative models (including both moderator and mediating effects) of e-banking intention to use by customers in Vietnam. Furthermore, a set of model hypotheses presenting relationships among factors influencing e-banking intention to use have been set up. Practical implications and future studies were also discussed.
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Kochetovskaya, O. S. "Analysis of the Impact of External Shocks on the Russian Banking System in the XXI Century." World of new economy 13, no. 4 (December 4, 2019): 51–61. http://dx.doi.org/10.26794/2220-6469-2019-13-4-51-61.
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The main objective of the study was the identification of the key channel of impact of positive and negative external shocks on the Russian banking system for the period from 2000 to 2017. In conducting the study the author used systematic and statistical methods of analysis. Throughout the named period, the banking sector of Russia was always under the influence of one or another external shock: rising and falling oil prices; favorable conditions for obtaining financing on the global capital market; the global financial and economic crisis; the European debt crisis; the tapering of the quantitative easing policy in the USA; sanctions imposed on Russia by the Western countries. In the pre-crisis period, capital inflows became the main channel for the transmission of external shock. In the course of the European debt crisis, problems with attracting external financing became a key channel for the transfer of external shock. During the global crisis and the crisis of 2014–2016 the channels of transmission of external shocks to the banking sector of Russia, despite various causes, were in many ways similar. So, the main channels were the outflow of capital, the restriction of external financing, the collapse of the ruble exchange rate, and the state of confidence in the banking sector.
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Murowaniecki, Łukasz. "Banking Services and Distribution Channels – Evolution and Prospects." Journal of Applied Computer Science Methods 7, no. 2 (November 1, 2015): 105–15. http://dx.doi.org/10.1515/jacsm-2015-0012.
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Abstract The article presents the process of evolution of banking services and banking distribution channels. It deals with the history and identifies main factors that affecting the change. In the following discussion, it presents phenomena that affect the future appearance of banking. These include changes in the economic and technological environment.
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van Deventer, Marko, Natasha de Klerk, and Ayesha Bevan-Dye. "Influence of perceived integrity and perceived system quality on Generation Y students’ perceived trust in mobile banking in South Africa." Banks and Bank Systems 12, no. 1 (April 26, 2017): 128–34. http://dx.doi.org/10.21511/bbs.12(1-1).2017.05.
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Mobile banking represents an important addition to retail banks’ digital banking channels and a salient tool for servicing both current and future customers. However, given the cybernetic nature of mobile banking, there is a certain degree of uncertainty and perceived risk associated with the use thereof. This uncertainty and perceived risk elevate the importance of trust in fostering mobile banking adoption. The Generation Y cohort, which encompasses today’s youth, represents an important current and future banking segment and their adoption of mobile banking channels could have a significant effect on the cost of servicing members of this cohort. Understanding the factors that positively contribute to the Generation Y cohort’s trust in mobile banking will help retail banks to better market their mobile banking channels to members of this cohort and thereby foster greater adoption of such channels. The study reported in this article considers the influence of the perceived integrity of the bank and the perceived system quality of mobile banking on Generation Y students’ perceived trust in mobile banking in the South African context. Data were gathered from a convenience sample of 334 students registered at three public South African university campuses using a self-administered questionnaire. The gathered data were analyzed using descriptive statistics, correlation analysis and bivariate regression analysis. The results of the study suggest that Generation Y students’ perceived integrity of a bank, together with the perceived system quality of mobile banking, has a significant positive influence on their perceived trust in mobile banking.
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Gupta, Neha, and Vandana Tandon Khanna. "Customer's Adoption for Technology-Enabled Delivery Channels in Selected Public Sector Banks." International Journal of Business and Management 10, no. 12 (November 19, 2015): 215. http://dx.doi.org/10.5539/ijbm.v10n12p215.
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<p><strong>Purpose</strong>–The purpose of this paper is to investigate customer’s adoption for technology-enabled delivery channels such as Automated Teller Machines (ATMs), Internet banking, Tele-banking, mobile banking and branch lobby kiosks of selected Public Sector Banks (PSBs). In addition, the study consists of the customer’s willingness for adopting banks delivery channels and customer demographics influence on delivery channels in specific for Mumbai city (India).</p><p><strong>Design/methodology/approach</strong>–For this study, structured questionnaire was administered to collect the primary data and random sampling method was adopted. The paper also presents a multi-year research effort on e-banking in delivery channels and suggests strategies to enhance the channelization of banking products and services through usage of delivery channels.</p><p><strong>Findings</strong>–The findings reveal that the customer’s willingness for adoption of various technology-enabled delivery channels is lower than the banks’ acceptable level. The usage of technology-enabled delivery channels such as Automated Teller Machines (ATMs) and Internet banking is high in Mumbai. The results also show that the usage of mobile banking and branch lobby kiosks is very low. Most of respondents are using Internet banking for the purpose of fund transfer and account information. ATMs service is highly used among 36-45 years of age groups. Promoting awareness about benefit of technology-enabled delivery channels is of utmost important to increase usage of technology-enabled delivery channels.</p><p><strong>Practical implications/limitations</strong>–The paper presents the opportunity for bank marketers to adapt to market orientated approach. They can consider customers usage pattern to increase the effectiveness of delivery channels. The results suggest that banks strategic and tactical activities require improvement in order to become more customer-focused and market-oriented. Furthermore, the scope of the study was selected PSBs’ customers residing in Mumbai city (India).</p><strong>Originality/value</strong>–Previous studies that sought adoption of innovative delivery channels lack concern to user’s inclination to technology-enabled delivery channels. This paper makes a valuable contribution in the field of marketing strategy of banks, and evaluate to what extent consumers are ready to accept and use the products or the services introduced.
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Snee, Helena R., Luiz A. Moutinho, Charles Chien, Laszlo Jozsal, and Mark M. H. Goode. "Modelling Consumer Views of Automated Banking Channels." Services Marketing Quarterly 24, no. 4 (March 2003): 17–33. http://dx.doi.org/10.1300/j396v24n04_02.
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Adapa, Sujana. "Circumstances Probing Internet Banking Users to Use Alternative Channels: Thematic Matrix Display Analysis." Information Management and Business Review 5, no. 1 (January 30, 2013): 1–12. http://dx.doi.org/10.22610/imbr.v5i1.1022.
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This study highlights the circumstances that actually probe internet banking users to switch to the use of alternative channels in performing their banking transactions within Australian context. Data obtained from 372 internet banking users was analysed by employing thematic matrix analysis technique to identify various macro and micro thematic categories in that hierarchical order of importance. Results revealed factors such as ‘unable to perform over the internet’, ‘lack of internet access’, ‘not sure of something’, ‘problem rectification’, ‘proximity to auxiliary facilities’ and ‘type of internet connectivity’ were relevant in identifying the circumstances under which they preferred to use other banking channels. The study provides important implications for the formulation of effective service delivery channel management strategies by way of implementing effective mechanisms. Moreover, the study also outlines important guidelines for practical solutions in order to reduce the impact of situational barriers thus focusing on effective customer retention strategies. With the information provided by this research, bank executives, consultants and academics will have enhanced knowledge of the service areas they need to focus on to improve customer satisfaction, retention and profitability in the financial services businesses.
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Dzombo, Gift Kimonge, James M. Kilika, and James Maingi. "The Mediating Effect of Financial Inclusion on the Relationship between Branchless Banking Strategy and Performance of Commercial Banks in an Emerging market Context: The Case of Kenya." International Journal of Economics and Finance 10, no. 7 (June 25, 2018): 161. http://dx.doi.org/10.5539/ijef.v10n7p161.
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Since 1990 to date, a lot of banking innovation has taken place in order to improve commercial banks financial performance. Branchless banking which involves the use of agency banking and electronic banking channels in the distribution of banking products and services is one such innovation. This study investigated the role of financial inclusion on the relationship between branchless banking strategy and financial performance of commercial banks in Kenya. The specific objectives of the study were to analyze the effect of agency banking and electronic banking channels on the financial performance of commercial banks in Kenya. The study also aimed at determining the mediating effect of financial inclusion on the relationship between branchless banking and financial performance of commercial banks in Kenya. The study adopted a correlational research design. A survey of all the 42 licensed commercial banks in Kenya was done. Both primary and secondary data on branchless banking and financial performance of banks was obtained from the commercial banks and Central Bank of Kenya banking annual supervision reports respectively. Return on Assets (ROA) was used as the main indicator of commercial banks financial performance. The amount of investment in agency and electronic banking was used as indicators for agency and electronic banking. Data analysis was done using SPSS and STATA statistical software. Study findings indicated that when used in isolation; both agency and electronic banking had a significant negative effect on the financial performance of commercial banks. However when agency and electronic banking channels were used together as a multichannel strategy, the effect on bank’s financial performance was found to be positive and significant at the 95 percent significance level. Study findings also indicate that the strength of the relationship between branchless banking strategy and financial performance of commercial banks in Kenya depends on the level of financial inclusion. The study recommends that for positive returns, commercial banks should invest in both agency and electronic banking as a multichannel strategy since these channels are complimentary to each other and calls on the government to come up with policies to foster financial inclusion within the banking industry in order for the industry to achieve maximum returns from branchless banking strategies.
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Gjermizi, Jehona, and Blerim Kola. "Modern Forms of Bank Service in Albania." European Journal of Multidisciplinary Studies 1, no. 1 (April 30, 2016): 15. http://dx.doi.org/10.26417/ejms.v1i1.p15-21.
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Albanian banks are currently implementing e-banking. Banks that offer service via this channel claim that it reduces costs and makes them more competitive. However, many corporate consumers are not highly enthusiastic about Internet banking. An understanding of why corporate customers do not accept Internet banking can assist banks to implement this self-service technology more efficiently. In-depth qualitative interviews with Albanian firms suggest that security of the internet is a major factor inhibiting wider adoption. Those already using Internet banking seem to have more confidence that the system is reliable,whereas non-users are much more service conscious,and do not trust financial transactions made via Internet channels. Non-internet banking users tend to have more negative management attitudes toward adoption and are more likely to claim lack of resources. Legal support is also a major barrier to Internet banking adoption for corporate customers.
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Rotchanakitumnuai, Siriluck, and Mark Speece. "Barriers to Internet banking adoption: a qualitative study among corporate customers in Thailand." International Journal of Bank Marketing 21, no. 6/7 (December 1, 2003): 312–23. http://dx.doi.org/10.1108/02652320310498465.
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Many Thai banks are currently implementing Internet banking. Banks that offer service via this channel claim that it reduces costs and makes them more competitive. However, many corporate customers are not highly enthusiastic about Internet banking. An understanding of why corporate customers do not accept Internet banking can assist banks to implement this self‐service technology more efficiently. In‐depth qualitative interviews with Thai firms suggest that security of the Internet is a major factor inhibiting wider adoption. Those already using Internet banking seem to have more confidence that the system is reliable, whereas non‐users are much more service conscious, and do not trust financial transactions made via Internet channels. Non‐Internet banking users tend to have more negative management attitudes toward adoption and are more likely to claim lack of resources. Legal support is also a major barrier to Internet banking adoption for corporate customers.
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Pham, Long, and Doan Ngoc Phi Anh. "Intention to Use E-Banking in a Newly Emerging Country." International Journal of Enterprise Information Systems 10, no. 2 (April 2014): 103–20. http://dx.doi.org/10.4018/ijeis.2014040106.
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E-banking is seen as the newest delivery channel for banking services in many developed countries and is believed to have a significant impact on the bank market. It is contended that e-banking is providing numerous opportunities for banks and non-bank financial institutions to add a low cost distribution channel to their existent distribution channels in order to better serve their customers by offering high quality products and services. Little research on factors influencing the intention to use e-banking has been implemented in newly emerging countries such as Vietnam. Thus, this study has, based on an extensive literature review on e-banking benefits for both banks and their customers and relevant theories on innovation adoption, proposed a comprehensive model of e-banking intention to use by customers in Vietnam. Based on the structural equation modeling technique, both linear and non-linear effects were tested. The results show that subjective norms, perceived ease of use, trust, and perceived benefit were statistically significant in directly influencing intention to use e-banking. In addition, subjective norms, perceived ease of use, and trust were statistically significant in indirectly influencing intention to use e-banking via perceived benefit. Practical implications and future studies were also discussed.
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Bravo, Rafael, Eva Martínez, and José Miguel Pina. "Effects of customer perceptions in multichannel retail banking." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1253–74. http://dx.doi.org/10.1108/ijbm-07-2018-0170.
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Purpose This paper focuses on the multichannel strategy in the banking sector and its effects on customer engagement. Specifically, the purpose of this paper is to propose a model in which customers’ perceptions of offline and online channels are related to brand trust and brand commitment, which ultimately lead to customer engagement. Design/methodology/approach An empirical study was carried out on a sample of 306 individuals and data were analysed through partial least squares. Findings The results show that offline experience is more important than online experience in terms of impact on trust and commitment, which are closely linked to customer engagement. Online experience does not have a significant direct influence on brand commitment and its effect on brand trust is moderated by the customer’s familiarity with the channel. Originality/value These findings contribute to the advance in the current knowledge of the joint role of online and offline channels with the aim of strengthening customer relationships. From a managerial viewpoint, customer perceptions formed by their experiences in bank branches are more important than customer perceptions of the website’s performance in the explanation of trust and commitment.
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Menrad, Michael. "Systematic review of omni-channel banking and preview of upcoming developments in Germany." Innovative Marketing 16, no. 2 (June 22, 2020): 104–25. http://dx.doi.org/10.21511/im.16(2).2020.09.
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Banks have not come to rest since the 2008 banking crisis and have been struggling for their future ever since. In addition to serious market distortions, there are increasingly digital challenges and investments in the banks’ platforms to remain competitive and continue to meet customer requirements. Other industries are showing the banks how to do it and investing heavily in the networking of distribution channels to form an omni-channel system, as this is where all interfaces converge. The banking industry has also recognized this groundbreaking approach in the distribution channel. Academic literature is also increasingly examining omni-channel management, but studies in the banking industry are still sparse. This study uses multi-method research in the form of a systematic literature review and semi-structured qualitative bank expert interviews to examine omni-channel management in the banking industry. Thereby, the state of scientific research and the future objectives of the banks are analyzed. Bank experts in Germany explain what bank customers will expect, how far German banks have progressed in implementing an omni-channel system, and how the bank-customer relationship will change. Findings show that banks will completely transform their distribution by omni-channel management by breaking with existing structures and creating a new customer experience and higher customer value. The paper provides critical insight into what omni-channel integration means for the banking sector.
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Dzombo, Gift Kimonge, James M. Kilika, and James Maingi. "The Effect of Branchless Banking Strategy on the Financial Performance of Commercial Banks in Kenya." International Journal of Financial Research 8, no. 4 (September 14, 2017): 167. http://dx.doi.org/10.5430/ijfr.v8n4p167.
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The Banking sector acts as the life blood of modern trade and economic development. Commercial banks influence, facilitate and integrate the economic activities like resources mobilization, poverty elimination, production, and distribution of public finance. The financial performance of commercial banks has great implications in the financial sector and in the country at large, and will still remain an important subject of concern by all the stakeholders in the banking industry. In the last two decades, a lot of banking innovation has taken place in order to improve commercial banks financial performance. Branchless banking which involves the use of agency banking and electronic banking channels in the distribution of banking products and services is one such innovation. This study purpose was to evaluate the effect of branchless banking on the financial performance of commercial banks in Kenya. The specific objectives of the study were to analyze the individual effects of agency banking and electronic banking channels on the financial performance of commercial banks in Kenya and the combined effect of both agency and electronic banking on the financial performance of commercial banks in Kenya. The study adopted an exploratory research design. A survey of all the 42 licensed commercial banks in Kenya was done. Both primary and secondary data on branchless banking and financial performance of banks was obtained from the individual commercial banks, Central Bank of Kenya banking annual supervision reports respectively. Return on Assets (ROA) was used as the main indicator of commercial banks financial performance. The amount of investment in agency and electronic banking was used as indicator for agency and electronic banking. Data analysis was done using SPSS and STATA statistical softwares. Descriptive statistics, diagnostic tests and tests of hypothesis were done. Data was presented using tables and charts. Study findings indicated that when used in isolation; both agency and electronic banking had a significant negative effect on the financial performance of commercial banks at 5 percent significance level. However, when agency and electronic banking channels were used together as a multichannel strategy, they had a significant positive effect on bank’s financial performance at 5 percent significance level. The study recommends that for positive returns, commercial banks should invest in both agency and electronic banking as a multichannel strategy since these channels are complimentary to each other.
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Rytel, Mateusz. "Development of banking services distribution channels in relation to banking sector financial results." Europa Regionum 34 (2018): 63–72. http://dx.doi.org/10.18276/er.2018.34-06.
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Kalaiarasi, H., P. Lakshmi, and A. Stephan. "Adoption of self service banking channels - the case of mobile banking in India." International Journal of Business Information Systems 26, no. 1 (2017): 1. http://dx.doi.org/10.1504/ijbis.2017.086053.
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Stephan, A., P. Lakshmi, and H. Kalaiarasi. "Adoption of self service banking channels - the case of mobile banking in India." International Journal of Business Information Systems 26, no. 1 (2017): 1. http://dx.doi.org/10.1504/ijbis.2017.10006277.
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Bapat, Dhananjay. "Exploring the antecedents of loyalty in the context of multi-channel banking." International Journal of Bank Marketing 35, no. 2 (April 3, 2017): 174–86. http://dx.doi.org/10.1108/ijbm-10-2015-0155.
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Purpose The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank. Design/methodology/approach The study involved a customer survey of 229 respondents, which used a convenience sampling approach through intercepts and interviews held at bank branches. A structured questionnaire was used, and data were analyzed using structural equation modeling. Findings While examining factors such as perceived ease of use, branch service quality evaluation, satisfaction, and loyalty, it is observed, using structural equation modeling, that perceived ease of use and branch service quality are antecedents to satisfaction and satisfaction positively affects the loyalty. Originality/value Although it is realized that digital banking will positively influence loyalty, the role of branch service quality cannot be ignored. The role played by the ease of use is higher than branch service quality evaluations.
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Manser Payne, Elizabeth, James W. Peltier, and Victor A. Barger. "Mobile banking and AI-enabled mobile banking." Journal of Research in Interactive Marketing 12, no. 3 (August 13, 2018): 328–46. http://dx.doi.org/10.1108/jrim-07-2018-0087.
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PurposeThe rapid growth of technology, including artificial intelligence (AI), in the banking industry has played a disrupting role in traditional banking channels. This study aims to investigate factors that influence the attitudes and perceptions of digital natives pertaining to mobile banking and comfort interacting with AI-enabled mobile banking activities.Design/methodology/approachData were collected from 218 digital natives. This paper uses multivariate regression and two separate multiple regression analyses to examine the differential effects of technology-based (i.e. attitudes toward AI, relative advantage, perceived trust and security in specific mobile banking activities) and non-technology based (i.e. need for service, quality of service) factors on mobile banking usage and AI-enabled mobile banking services.FindingsThis study identifies determining factors for mobile banking and AI-enabled mobile banking services. Results indicate a divide in how digital natives perceive relative advantage between our two dependent variables. Consistent with previous studies, the relative advantage construct has the most impact on mobile banking usage. However, relative advantage was not significant for AI-enabled mobile banking, suggesting an extra layer of complexity that goes beyond convenient fast banking.Research limitations/implicationsA limitation of this study is that it does not incorporate age groups outside of digital natives. Further research is needed to test for differential effects between age groups. In addition, the discovery of no significant impact of relative advantage on AI mobile banking warrants more research on the similarities and differences between mobile banking and AI-enabled mobile banking.Practical implicationsTo better appeal to digital natives, it is suggested that the banking industry emphasize mobile banking’s anywhere/anytime access to financial accounts, as this is important to college-age customers who may not live near their local banking institution. Moreover, the paper suggests that improvement to mobile banking features for one-on-one interpersonal contact with bank employees is needed.Originality/valueThis study addresses the gap in the understanding of how digital natives perceive mobile banking in comparison to AI-enabled mobile banking services.
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Olkiewicz, Marcin, Mariusz Terebecki, and Radosław Wolniak. "The Security of Information Channels in Banking Services." System Safety: Human - Technical Facility - Environment 1, no. 1 (March 1, 2019): 112–19. http://dx.doi.org/10.2478/czoto-2019-0014.
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AbstractThis study focuses on the aspects related to the information technology security, and in particular, the quality of information security. It is inter alia because of international technology security that banks incur expenses to adapt their IT systems to guidelines of the supervisory authorities and to the expectations of international financial markets and stakeholders.The constantly growing demands of stakeholders increasingly force the provision of services to be on the highest standard and delivered by means of new technologies. Therefore, banks adjusting their products and services to the requirements of stakeholders have to implement modern methods to secure information channels, thus guaranteeing information security to the stakeholders of a bank.The aim of this paper is to present crucial security aspects in electronic banking, which indirectly affect the quality and security of the offered banking service and whether clients are aware of the most commonly occurring threat - an attack on a computer (phising). The source of data for this research was a group of 90 active users of information technologies, the analysis of certificates and securities used at the time of contact between the customer and the bank through an internet platform and a report of PRNews.pl on the state of banking in Poland for the fourth quarter of 2016.
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Wan, Wendy W. N., Chung‐Leung Luk, and Cheris W. C. Chow. "Customers' adoption of banking channels in Hong Kong." International Journal of Bank Marketing 23, no. 3 (May 2005): 255–72. http://dx.doi.org/10.1108/02652320510591711.
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Deb, Madhurima, and Aarti Agrawal. "Factors impacting the adoption of m-banking: understanding brand India’s potential for financial inclusion." Journal of Asia Business Studies 11, no. 1 (January 3, 2017): 22–40. http://dx.doi.org/10.1108/jabs-11-2015-0191.
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Purpose The purpose of this study has been to understand brand India’s potential for financial inclusion in the future. As, digital channels like mobile banking (m-banking) are likely to provide better coverage and more cost-effective services to the unbanked population of India. Conventional banking might not be cost-effective for low-ticket-size transactions, hence financial inclusion, which is on the “Digital India” agenda of the Government of India (GoI), might not be feasible. However, to understand brand India’s potential for financial inclusion in the future, it would be essential to understand Indian customers’ attitudes toward m-banking, especially those who have not yet adopted it. This would bring out the potential of m-banking as a channel to drive financial inclusion based on customers’ intentions to adopt it. Until every Indian has access to a wider range of financial services, there cannot be financial inclusion. Similarly, until every Indian adopts digital channels to access a wider range of financial and non-financial services, the GoI’s initiatives for “Digital India” cannot be realized. Furthermore, a review of the literature suggests that there are very few studies concerning m-banking worldwide and still fewer in the context of India. Design/methodology/approach The present study used IBM SPSS and Amos software to test the conceptual model developed using secondary data. Findings The findings of the study suggest that subjective norm, output quality and personal innovativeness have impacts on the perceived usefulness of, and attitudes toward, the ultimate adoption of m-banking. Originality/value The paper is the original work of the authors. An attempt has been made to integrate all the existing literature on m-banking to develop a complete model for the technology’s adoption.
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Alam, Md Jahangir, Farhana Jesmin, Mohammad Faruk, and Md. Nur-Al-Ahad. "Development of E-banking in Bangladesh: A Survey Study." Financial Markets, Institutions and Risks 5, no. 2 (2021): 42–51. http://dx.doi.org/10.21272/fmir.5(2).42-51.2021.
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E-Banking is being grownup speedily in Bangladesh. The recent exceptional advancement in data technology and smartphones’ convenience has brought important changes in banks’ services in Bangladesh. Notably, banks are presently competitory to supply complete banking services via smartphones or through on-line platforms. Such digital banking services cut back long queues within the bank’s counter to withdraw cash/ to deposit cash to their accounts. However, very little is thought concerning security and customers’ feedback concerning such services, that is investigated during this paper. a lot of significantly, this paper tried to look at E-banking’s current standing, potential future opportunities, and challenges, notably in Bangladesh. To serve our functions, we have a tendency to interviewed one hundred fifty folks directly connected with such digital banking services, as well as bankers, users, and alternative people. Our study finds many barriers in E-banking service channels, as well as technological breakdown, infrastructural limitations, temporal arrangement problems, legal risks and name risks, etc. Our analysis conjointly finds that customers are not equally pleased with digital services, and that they demanded to scale back the extent of uncertainty related to digital banking services.
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Reshetnikova, Irina, Sergiy Smerichevskyi, and Yevheniia Polishchuk. "MULTICAN MARKETING AS AN INNOVATION TECHNOLOGY OF PROVIDING SERVICES IN THE CONDITIONS OF GLOBALIZATION OF THE BANKING MARKET." Marketing and Management of Innovations, no. 3 (2019): 142–50. http://dx.doi.org/10.21272/mmi.2019.3-11.
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General theoretical approaches to the content of the concept of multi-channel marketing have been generalized. It is proved that multi-channel marketing differs from multi-channel communications and is a modern and global technology of integration of all components of the marketing complex in the process of interaction with the consumer. It is substantiated that the level of possession of mobile devices in Ukraine and their penetration among the population creates a background for widespread using of Internet channels by service providers. The special relevance of the use of multi-channel marketing takes on the market of banking services because it allows personalizing the contact with the consumer and take into account his or her requirements in terms of access points and convenient time. The data about the increase of non-contact payments in the domestic market and stability of this trend has been displayed in this article. At the same time, the reduction of traditional branches of banks is not always justified, as the consumer must have their own choice as to the convenience of using one or another channel. The expert assessment proved that despite the high cost of maintaining the liaison office has relatively high efficiency among the clients of advanced age. Therefore, against the background of reduction of unprofitable branches, there should be processes of modernization of those that remain on the market from the point of view of conversion into financial service centers. The article proposes a method of constructing a system of multi-channel marketing of a banking institution, which consists of four stages: analysis of large amounts of data on consumer behavior, their preferences regarding the ways and means of connecting to banking services, products and services, the volume, timing and regularity of provision; segmentation of the market and the definition of target segments depending on the level of ownership of mobile devices and information technology, age, income and social activity; optimization of the set of channels from the point of view of maximization of profit and minimization of expenses for their maintenance in the context of each target segment; evaluate the effectiveness of multi-channel interaction and adjustment of the configuration of the channels. It is proved that the main feature of segmentation of consumers in the construction of multi-channel marketing should be the level of ownership and frequency of use of electronic devices. The results of the study may be useful for banking institutions that are trying to build a system of multi-channel marketing.
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Syrocka, Agnieszka. "The development of innovative banking services – treasury transactions as a way to risk and financial management corporation by use of electronic distribution channels." Equilibrium 1, no. 1-2 (November 14, 2017): 127–41. http://dx.doi.org/10.12775/equil.2008.009.
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The evolution of information technology brings many considerable challenges for the contemporary banking. Banks use the electronic distribution channels for more effective satisfying the customers. The rise of the electronic banking platforms caused the development of innovative banking services, for example treasury transactions. The aim of this article is to show e-banking products and present a way to risk and financial management corporations.
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Hamouda, Manel. "Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty." Journal of Enterprise Information Management 32, no. 4 (July 3, 2019): 608–25. http://dx.doi.org/10.1108/jeim-12-2018-0279.
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Purpose This research aims to enrich the literature related to the emerging topic of omni-channel. The purpose of this paper is to empirically investigate the relationship between omni-channel integration quality (IQ), omni-channel perceived value (PV), customer satisfaction and loyalty in the banking context. Design/methodology/approach A quantitative study was conducted to collect data. A web-based questionnaire was sent by an e-mail to a sample of 395 bank customers. Exploratory factor analysis and structural equation modelling were used for the statistical analysis of the data. Findings The results reveal that a high quality of omni-channel banking integration increases the PV of the omni-channel by the customer. There is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni-channel banking context. A positive relationship between omni-channel IQ and customer satisfaction was also highlighted. Furthermore, customer loyalty can be increased through enhancing customer satisfaction within omni-channel banking. Practical implications Bank managers should provide a consistent omni-channel integration of their omni-channels, as it leads to a higher level of customers’ perception of value and it increases their satisfaction. A high IQ and PV of omni-channel could also be an efficient tool to promote customers’ long-term relationships, as it enhances satisfaction and loyalty towards the bank. Originality/value After being studied in a multi-channel context, this study extends the use of the concepts of IQ and PV on omni-channel. This research is among the few studies that empirically test nearly all the relationships of the research model in an omni-channel environment, in general, and in omni-channel banking, in particular. Furthermore, this research offers a comprehension of the omni-channel system from customer’s point of view, which is an insufficiently explored topic.
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Rubanov, Pavlo M. "Transformation of the Banking Sector in the Digital Era." Mechanism of an Economic Regulation, no. 4 (2020): 110–18. http://dx.doi.org/10.21272/mer.2019.86.11.
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In the context of global digitization of the economy and development of alternatives to banking services, the transition to open platforms and their integration with the FinTech sector becomes relevant. The article identifies four levels of integration between banks and FinTech companies: traditional banking, digital banking, open banking and Open-X banking. At the current stage, the first three models coexist. Traditional banking includes classic banking services (loans, deposits, payments) for individuals and corporate clients, as well as investment banking. Digital banking involves the use of various channels of banking services for clients, among which the digital channel plays a significant role. The analysis of digital banking let to define its main features in terms of the financial services consumers and the bank. Open banking is based on the bank’s ability to engage non-banking intermediaries ecosystems and third parties to the banking service provision and to interact with them through such technologies as application programming interfaces (API). In the research of the оpen banking the main reasons for the cooperation of FinTech companies with banks are considered. These include inhanced visibility by partnership with an established brand, achieving economies of scale, etc. The highest level of integration of banks and FinTech companies and the future development trend of the banking sector is Open-X banking. The main features of Open-X banking include: sharing rather than sole ownership; information is a primary resource instead of tangible assets; partnerships between market actors are formed instead of developing the product independently or purchasing ready-made software solutions; focus on providing a positive customer experience from working with the bank instead of offering a specific product. Key words: banking sector, banking services, digital banking, digitalization, FinTech, integration, open banking.
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Capece, Guendalina, and Domenico Campisi. "A Behavioural Model of E-Banking Usage in Italy." International Journal of Engineering Business Management 5 (January 1, 2013): 16. http://dx.doi.org/10.5772/56606.
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E-banking is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. “Pure online” banks are characterized by the absence of physical windows and front-office personnel. Traditional banks are still integrating traditional distribution channels with online ones; the scenario is therefore still evolving over time. Despite the intrinsic potentialities, Italy is far from being a leader in the usage of innovative online instruments in the banking system and will struggle with new innovation waves. In this paper, we measure the potential effective e-banking usage. Furthermore, we investigate the behaviour of users and adopters, identifying the major causes influencing satisfaction and usage and the impact of these different causes on the intensity of utilization. The analysis is based on a panel of 495 real users, thus allowing the profiling of the Italian adopter to discover the causes of usage and outline strategies for the growth of e-banking services in Italy.
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Oladimeji, Ebenezer O., Ebenezer Bowale, and Henry Okodua. "How Effective Is the Monetary Policy on the Real Sector in Nigeria?" Research in World Economy 11, no. 5 (September 3, 2020): 388. http://dx.doi.org/10.5430/rwe.v11n5p388.
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In the past few years, the real sector became an area of interest in scholarly and public intellectual discuss, towards a sustainable performance of the Nigerian economy. Successive governments also realized the need to diversify the economy from high dependence on oil into deepening the real sector, through monetary policy that allows more credit flow to the real sector. In a quest to reconcile the current state of the Nigerian real sector with the renewed efforts of the government and the monetary authority to revamp the sector, this study investigated the effectiveness of this process and reexamined the transmission channels, using a structural vector autoregressive econometric approach (SVAR). The results showed that the credit channel and asset price channel are the dominant monetary policy transmission channels to the real sector. However, there was a significant effect on the effectiveness of the transmission process, when credit risk was added to the model, as it revealed vital information about the behaviour of the banking system in response to monetary policy actions of the monetary authority, during the period of high credit risk/default risk. This study, therefore, recommends that monetary authorities should always consider the credit preference of the banking system and the order of transmission channels, before embarking on any monetary policy aimed at stimulating the real sector and other sectors of the economy.
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Tran, Huong Thi Thanh, and James Corner. "The impact of communication channels on mobile banking adoption." International Journal of Bank Marketing 34, no. 1 (February 1, 2016): 78–109. http://dx.doi.org/10.1108/ijbm-06-2014-0073.
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Purpose – The purpose of this paper is to investigate the distinct effects of different communication channels, particularly interpersonal networks, social media, and mass media on customer beliefs and usage intention in a mobile banking (MB) context. Design/methodology/approach – This study employed a combination of both qualitative and quantitative research approaches with an exploratory sequential research design in two major phases: focus groups; and a large-scale survey among 183 New Zealand young adults. Findings – The most significant influential factor of usage intention was perceived usefulness, followed by perceived credibility and perceived costs. Face-to-face communication with bank staff and close acquaintances was perceived as the most reliable and persuasive sources of banking-related information. Moreover, mass channels were considered to be more important and trustworthy than social media in the MB sector. The research results revealed that the current status of MB diffusion in New Zealand is in the latter stages (Late Majority and Laggards) of the innovation diffusion cycle. Practical implications – In light of the research findings, bank marketers can make the right decisions on marketing actions to promote MB effectively as well as develop appropriate communication policies to speed up the consumer decision process. Researchers and allied industries (e.g. mobile commercial services) could also gain benefits from applying these results to understand the impact of communication channels on consumer perceptions and behaviours towards new technology acceptance. Originality/value – The research outcomes have served to broaden the knowledge into the distinguishing influences of major communication channels on customers’ beliefs and intention to adopt new banking services.
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Hway‐Boon, Ong, and Cheng Ming Yu. "Success factors in e‐channels: the Malaysian banking scenario." International Journal of Bank Marketing 21, no. 6/7 (December 2003): 369–77. http://dx.doi.org/10.1108/02652320310498519.
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Pham, Huong Thu, and Tuan Anh Dao. "Impacts of Fintech to Finance-Banking activities and recommendation for Finance-Banking industry in Vietnam." Journal of Mining and Earth Sciences 61, no. 5 (October 31, 2020): 104–10. http://dx.doi.org/10.46326/jmes.ktqtkd2020.14.
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Impact of the 4th industrial revolution on development of finance and banking system (TCNH) is increasingly clear with the launch of a series of new and innovative banking products and services, as well as introduction of new distribution channels for banking services based on financial technology platform (Fintech). On the basis of components and products of Fintech ecosystem, the article mentioned Fintech market in Vietnam, clarifying positive and negative impacts of Fintech on operations of finance-banking industry, from there to issue some recommendations for activities of Vietnam’s Finance-Banking industry to meet new trends.
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Mainardes, Emerson Wagner, Carlos Anderson de Moura Rosa, and Silvania Neris Nossa. "Omnichannel strategy and customer loyalty in banking." International Journal of Bank Marketing 38, no. 4 (February 17, 2020): 799–822. http://dx.doi.org/10.1108/ijbm-07-2019-0272.
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PurposeSupported by the omnichannel strategy, the objective of this study is to identify the influence of integrated interaction quality and perceived fluency of service channels on attitudinal loyalty in the banking sector and to test the mediating effect of positive affect in these relationships.Design/methodology/approachThis paper proposes a model that relates the constructs of integrated interaction quality, perceived fluency, positive affect, and attitudinal loyalty. A survey of 337 Brazilian bank clients was conducted and structural equation modeling was used for data analysis.FindingsThe results indicate that the construct of integrated interaction quality exerts positive influence on the loyalty of bank clients. The direct effect of the construct perceived fluency on loyalty is not significant. The results also demonstrate that positive affect exerts a mediating effect on the proposed relationships between the constructs.Research limitations/implicationsThis research assists banks in identifying relevant points regarding their service channels, so that they can determine how to generate positive experiences and customer loyalty through an omnichannel strategy. One can observe the behavior of banking consumers and develop business strategies based on the service channels, which aim to create a more profitable and loyal customer portfolio.Originality/valueThis study expands the literature regarding the omnichannel strategy by extending focus to include bank marketing, which is infrequently included in the body of such literature. This study also expands bank marketing research by including constructs that deal with consumer experience and loyalty.
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Kahveci, Eyup, and Bert Wolfs. "Digital banking impact on Turkish deposit banks performance." Banks and Bank Systems 13, no. 3 (August 1, 2018): 48–57. http://dx.doi.org/10.21511/bbs.13(3).2018.05.
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The technological developments in the banking sector have significant implications for banks and are dramatically changing the way retail banks conduct their business. Banks can invest in digital banking (DB) services either to acquire a strategic advantage or because doing so has become a strategic necessity. This study is organized to examine if DB service channels have any positive or negative impact on Turkish deposit banks’ performance. With this aim in mind, in the first stage of the proposed DEA model, physical assets are used. Then, in the second stage, DB service channels are added to see if they have any impact on banks’ performance. The results show that the banks are investing in DB services just to keep the competition as it is. In other words, they invest in DB services as a strategic necessity. DB services do not provide any strategic advantage to any banks in terms of financial performance or efficiency since the banks are already efficient. Investing in DB only helped to preserve their strategic positions. The Turkish deposit banking industry is very competitive and very profitable, and it is necessary to invest in DB services just to keep the competition as it is.
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Vasiliev and Serov. "Omnichannel Banking Economy." Risks 7, no. 4 (November 7, 2019): 115. http://dx.doi.org/10.3390/risks7040115.
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In modern market conditions, customers who purchase banking products require a high level of service. In particular, they require continuous real-time service with the ability to instantly “switch” between service channels. The article analyzed the economic component of the omnichannel sales management system in banking. The existing barriers to introducing omnichannels to the practice of banking management have been identified. The features of the calculation of individual elements of the cost of sales at various stages of the life cycle of sales (sales funnel) are considered. An economic–mathematical model for managing the cost and profitability of sales by selecting the optimal omnichannel chains was proposed. The omnichannel model of interaction with customers enables banks to simultaneously achieve several key goals of increasing their own business efficiency: increase sales while reducing their cost and improving the quality of customer service. The model can be used not only in banking, but also in other forms of retail business where it is possible to collect detailed statistics and build a factor analysis of conversion through a sales funnel.
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Vlasenko, Aleksandra, and Irina Korkh. "Issues of Security of Remote Banking Systems." NBI Technologies, no. 2 (December 2018): 6–10. http://dx.doi.org/10.15688/nbit.jvolsu.2018.2.1.
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The banking system of the Russian Federation is based on Federal legislation, as well as industry and inter-industry standards developed by the International community and the Central Bank of the Russian Federation. The introduction and development of remote banking services is the most popular direction in the modern banking system. The term ‘remote banking service’ refers to the technology of providing services for the remote transmission of orders by credit institutions (without clients’ presence in bank office), using different communication channels. Information security in bank-client systems is carried out by several types of protection. Client authentication is confirmed by the use of an electronic signature. The data channel and the data itself are encrypted. In order to implement the above-described functions of the bank-client system in any software, the client must first generate and register cryptographic keys with the bank and obtain electronic digital certificates. In addition to the protection of the transferred data, personal data that have entered the system of remote banking services also need protection. The research purpose is to analyze the system of remote banking services, to identify regulatory and methodological documents regulating information security issues, options for meeting the requirements of regulators. Confirmation or refutation of the issue’s urgency should be considered as research results.