...THE EXTENT OF INTERNET BANKING SERVICES USAGE IN RELATION WITH CUSTOMERS’ PERCEIVED E-SERVICE QUALITY (PeSQ) OF MALAYSIAN BANKS IN PENANG: THE MODERATING ROLE OF ADOPTERS RISK PROFILE Sri Zuliarni1, Hasnah Hj Haroon2, Sofri Yahya2 ABSTRAK Studi ini mengkaji perilaku penggunaan jasa Internet banking lanjutan dalam konteks nasabah tetap pada Bank nasional Malaysia di Penang. Kerangka penelitian berasaskan Technology Acceptance Model (TAM) dan modifikasi model Perceived e-Service Quality (PeSQ) untuk mengidentifikasi faktor yang mempengaruhi penggunaan jasa Internet banking lanjutan. Variabel penelitian diantaranya profil risiko pengguna, kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan kemajuan berkelanjutan. Mahasiswa S2 pada Universiti Sains Malaysia telah digunakan sebagai sampel penelitian. Hierarchical Regression Analysis digunakan untuk menguji pengaruh antar hubungan antar ke-7 sub-variabel yang diusulkan dan untuk memastikan proposisi berkait secara empiris. Kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan kemajuan berkelanjutan mempunyai suatu pengaruh tidak langsung terhadap tingkat penggunaan jasa Internet banking lanjutan melalui profil risiko pengguna. Sebaliknya tiada pengaruh langsung dalam kajian empirik ini. Dengan demikian, dapat disimpulkan bahwa pelanggan Internet banking pada bank-bank nasional di Pulau Pinang, Malaysia berada pada kategori memiliki minat/...
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...project title: FACTORS AFFECTING STUDENTS' ONLINE SHOPPING ATTITUDE AND PURCHASE INTENTION IN HO CHI MINH CITY In Partial Fulfillment of the Requirements of the Degree of BACHELOR OF ARTS in BUSINESS ADMINISTRATION Ho Chi Minh City, Vietnam 2014 Group members: Student Number 1. 2. 3. 4. 5. Name ID Student Name 1. 2. 3. 4. 5. Responsibility in Assignment Participation % * Signatures: a. ____________________________________ b. ____________________________________ c. ____________________________________ Date Submitted: _________________________ TABLE OF CONTENTS CHAPTER I: INTRODUCTION I. II. III. BACKGROUND RATIONALE RESEARCH OBJECTIVE CHAPTER II: LITERATURE REVIEW I. II. III. IV. V. INTRODUCTION REVIEW OF RELATED THEORETICAL STUDY INFLUENCE OF INTERNET ONLINE ON CUSTOMER FACTOR AFFECTING ADOPTATION OF ONLINE SHOPPING CONTRIBUTION OF STUDY CHAPTER III: METHODOLOGY I. II. III. IV. RESEARCH PROCESS RESEARCH STUDY TARGET SAMPLE DATA COLECTION Chapter 1: INTRODUCTION I. Background of Research Nowadays, with the rapid development of Internet technology, online shopping is becoming common and even inevitable among people in different age. Consumers choose online shopping which is another shopping channel that is more convenient and express than the traditional shopping pattern, and these also attracts more and more people sell products online, from chain store to small individual business. Due to the increasing amount of online sellers,...
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...An Analysis of Internet Banking Adoption and Usage by Users in the Developing World Nishali Prasadika Ranasinghe BSB10183-3-Project Submitted to the Business School in partial fulfillment for the degree of Bachelor of Arts (Hons) in Business Management Supervised By: Fathima Nazeefa Fawzer Word Count: Table of Contents Abstract 3 Acknowledgement 4 1 Working Title 5 2 Introduction 5 2.1 Problem Statement 6 2.2 Problem Justification 6 2.3 Objectives 7 3 Literature Review 8 3.1 Determinants of internet banking usage 8 3.2 Barriers for internet banking adoption and usage 10 5 Conclusion 13 6 References 14 Abstract Similar to the adoption of automatic teller machines, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to the customer. In developing countries, the low cost of online banking may enable banks to reach new customers, much like the cell phone offered new possibilities in telephony. Banks must understand, however, that the mediating use of technology increases interpersonal distance between banks and their customers, which can build barriers for adoption of this technology. Hence, this critical literature review seeks to explore the internet banking adoption and usage by users in the developing world and to discover the barriers affecting internet-banking adoption within the geographic scope examined. Four factors namely, perceived usefulness and security and...
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...(Sean) | Matrix Number: | MR 101106 | Title of Assignment: | THE FACTORS THAT INFLUENCING INTERNET CONSUMER BUYING AND USING DECISION PROCESS | Instructor : | DR. Muslim Amin | Submission Date: | 8 Dec 2011 | Contents 1. Introduction 3 Problem Statement 3 Objective 3 Research Questions 4 Background 4 2. Literature Review 5 3. Research Model and Hypotheses 8 4. Methodology. 9 5. Data Analysis 11 Satisfaction Reliability 11 Trust Reliability Test 12 Reputation Reliability Test 15 Usefulness Reliability Test 18 Usability Reliability Test 20 Satisfaction Factors Test 25 Trust Factors Test 26 Reputation Factors Test 28 Usefulness Factors Test 29 Usability Factors Test 30 6. Scope and Limitations 33 References 34 Questionnaire 37 1. Introduction What is Internet? Internet is a worldwide interconnected networks which billions of worldwide users sharing information through Internet. The Internet has made huge impact on culture and commerce. Ten years ago we were in the era of the dot-com boom (and bust), the Web was strictly 1.0, and Google was just a baby. Since 2000, Internet has grown significantly, and nowadays human cannot live without it. It is so so so so important to us. According to http://www.internetworldstats.com, Internet penetration rate is estimated 30.2% in 2011 on world population (which is estimated 6,930,055,154). On the other hand, Internet penetration rate in Malaysia is estimated at 58.8% in 2011. By 2015...
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...elsevier.com/locate/comphumbeh Antecedents of customer satisfaction with online banking in China: The effects of experience Cheolho Yoon * Dept. of Business Administration, Mokpo National University, Republic of Korea a r t i c l e i n f o a b s t r a c t This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly higher in the highexperience group, whereas the effect of customer support service on customer satisfaction was significantly higher in the low-experience...
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...backing the evolution. Now none of a business can do transaction without using internet technologies, otherwise the business is going to face troubles because of not living according to the trends. Today business is done through internet by using electronic commerce, businesses do transactions among themselves and by involving customers to the business. Most of the businesses do payment operations and exchange the products and services through web with foreign countries. However, it may not be secured or may appear some technical issues, if not to control, check or develop the system. Hence, the current research is going to make a research, analyze and choose the best option in electronic business for business entities. 1. Selling products and services online According to the article of Gerstner L., in 1996, IBM was the first company which contrived the terminology of “e-business”. (Gerstner.L., 2002) E-business or Electronic business is circumscribes whole online processing in different business fields such as marketing finance, quality management, research and development management carried out in internet with the assistance of worldwide business partners. Hence, it is more than exchanging the product online. Due to the E- business, the entrepreneurs implement the daily routine transactions which are crucial to conduct the business by reducing the expenses and increment in quality of services and speed. Even though, E-business comprises E-commerce and E-government which...
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...Factors Affecting Initial Trust in C2C E-Commerce and Strategies of Building Initial Trust in China Huamei Sun Factors Affecting Initial Trust in C2C E-Commerce and Strategies of Building Initial Trust in China Huamei Sun School of Management, Harbin Institute of Technology, Harbin 150001, China E-mail:shm9166@sina.com Abstract The study of initial trust is very important to the development of e-commerce. On the basis of current status of China’s C2C e-commerce, this paper conducts an in-depth analysis of the factors affecting the consumers’ initial trust. At last, the paper provides some valuable marketing strategies as to how to build the initial trust so as to facilitate the success of online transactions. The research conducted by this paper will help enterprise enhance their competitive advantage and contribute to the development of e-commerce. Keywords: Initial Trust, C2C E-Commerce, Online Shopping 1. Introduction The study of the trust in the e-commerce environment has long been mostly focusing on the B2C Model, yet with the development of the information technology, the online C2C business has accounted for more than 75% of the online shopping turnover, which has influenced people’s work environment greatly and become an important part in the daily life of consumers in the information society. Under the C2C e-commerce environment characterized by the person-to-person transactions, it’s difficult for the buyer and seller to build a high degree...
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...Political Political factors have a very minimal effect on the operations of eBay. However, there are some countries that have put up policies that are affecting the various operations of the firm. The effect of globalization must also be acknowledged as having a great influence on the various operations of the firm. The effects of globalization will lead to the continued expansion of the firm. Globalization has led to the growth of international commerce between people who are located in different countries. The effect of this trend is an increase in the markets that the firm serves. Apart from the effect of globalization, the operations of eBay are also affected by the different government policies especially those that govern e-commerce (Klink E. & Klink S., 2005). The company is required to comply with various legal requirements within countries of operation, thus creating a major challenge on the company`s operations. The policies have come through varied regulatory instruments which are geared towards making the various activities that are carried out online to be safe and secure. This will have an effect of increasing the operating costs of the varied online businesses. eBay Inc. is an American multinational corporation that was founded in 1995 and it has continued to grow its revenues in the online auction industry. The company currently operates in more than thirty countries across the world. The net income of the firm stood at $1.8 billion with revenue levels of...
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...Independent University, Bangladesh A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 An Internship Report Presented In Partial Fulfillment Of The Requirements of the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH JANUARY 2015 A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 Has been approved January 2015 _______________ Mr. Parvez Ahmed Sharif Lecturer School of Business Independent University, Bangladesh Letter of Transmittal Mr. Parvez Ahmed Sharif Department of MIS Faculty of Business Studies Independent University, Bangladesh. Subject: Letter regarding submission of Internship Report on Factors Influencing the Adoption of Internet Banking. Dear Sir, Here is the report on “Factors Influencing the Adoption of Internet Banking” you asked me to conduct on the beginning of the Internship. In this assignment, I have tried to focus some key aspects of Internet Banking Services. While preparing this report, I tried my level best to follow your instructions and the instructions that have given to me by my organization supervisor. I appreciate having this assignment. I prepared this assignment with sincerity and serious effort. Thank you for providing me the opportunity to prepare this. I am really grateful to you for giving me the scope to prepare this report...
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...towards Online Shopping I. Introduction Generally speaking the trend of e-commerce has been increased rapidly in the recent years with the development of internet and due to the easy accessibility of internet usage. Easy access to internet has driven consumers to shop online; online shopping is third most popular activity on the internet after email using and web browsing. Books, airline tickets/reservations, clothing/shoes videos/games and other electronic products are the most popular items purchased on the internet. Consumer’s attitude towards online shopping refers to their psychological state in terms of making purchases over the Internet. Online buying behavior process refers to the products purchased online. The process of online buying behavior consists of five steps and it is similar to traditional shopping behaviour. For instance, consumer recognize the need for buying some product (book), they refers to the internet to buy online and start to search for the information and look for all the alternatives and finally make a purchase which best fits to their needs. Before making final purchase consumers are attacked by several factors which limits or influence consumers for the final decision. The main theme of the study is to know the factors that influence the consumer’s attitudes and behaviors towards online and traditional shopping. Researchers will also focus on how consumers form such attitudes with the help of models and who are truly the online shoppers...
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...Online Image and Reputation: Mitigating Negative Impact of False Reviews on Service Industry Businesses Texas A&M University-Commerce Texas A&M University-Commerce Table of Contents Abstract 3 Chapter 1: Introduction 4 Chapter 2: Review of the Literature 6 Chapter 3: Methodology 11 Chapter 4: Findings 12 Chapter 5: Summary, Conclusions, and Recommendations 14 References 15 Appendix 17 Abstract Online reviews are becoming an increasingly important component in generating a business’s image and reputation. Service industry businesses, particularly those that rely on positive word-of-mouth, are exposed to the negative influence of fake reviews and false ratings. This paper explores the ways that online reviews are manipulated, highlighting the effects of the social and anonymous nature of the Internet and online review sites. Additionally, this paper examines several methods that can be employed to mitigate the long-term impact of false or manipulated reviews, including a brief review of US law, and the monitoring of review sites to ensure that identifiably false reviews are removed. Keywords: online ratings, service industry, review manipulation Online Image and Reputation: Mitigating Negative Impact of False Reviews on Service Industry Businesses Chapter 1: Introduction Background Businesses, especially service industry businesses like hotels, restaurants, and rental agencies, rely on several methods of reaching out to potential...
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...perception of service delivery performance and found that the importance-performance grid demonstrates two factors and their underlying attributes that fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two were the areas the organization needs to allocate resources in order to maintain the level of service they provided...
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...Consumer Attitude Towards Online Retail Shopping in the Indian Context Sangeeta Sahney *, Archana Shrivastava** and Rajani Bhimalingam*** The objective here is to look into the various aspects of online shopping in modern day environment and to identify those factors that affect the development of attitudes towards online shopping. The study also aims at identifying customer requirements with respect to online shopping, giving certain conclusions to ensure the success of an online shopping site. This study is descriptive, diagnostic and exploratory in nature, and is aimed at identifying critical parameters in online retail shopping, tapping consumers’ feelings and attitudes towards online shopping, and establishing attitudinal differences across demographics. It reaches a logical conclusion through the identification of key design areas. It helps one to understand what consumers expect from an online retailing store for their satisfaction and delight. By examining the various dimensions uncovered in this study, online retailers can develop a better understanding of consumer needs. Marketing academicians may use this study for assessing consumer attitudes towards online retail shopping in the Indian context, thereby, identifying such attributes that would lead to positive attitudes towards online retail shopping. Online retailers may also use the findings of this study as a resource, while constructing, managing, and evaluating their marketing strategies in the Indian context...
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... Research Methodology Abstract My research is about customer satisfaction of “cash in” and “cash out” services of bKash. I will talk about the usefulness of M-commerce by bKash and its success in Bangladesh for people with low income. For this, I will make a survey of 60 bKash customers and form 11 hypothesis’s about this. My model will show how each aspect of bKash’s services affects customer satisfaction. Using the research I will find if customers of bKash are satisfied and how bKash can improve its services. Introduction Many new kinds of business’s have emerged due to widespread use of cell phones. The number of cell phone users in Bangladesh is increasing and therefore these kind of business’s are booming. Different kinds of services are offered by mobile banking such as balance check, transfer of funds, bill payments, cash withdrawal services. bKash offers mobile banking services around Bangladesh via agents. This service was introduced in Bangladesh by BRAC bank and Money in motion. The 3 things necessary to run business by financial institutions are gaining trust, balancing safety with choice and increasing transparency. Today, business’ are building trust of consumers through advertising and providing consumers with good service. This service is spreading in Bangladesh but if quality of this service is not good, the business will fail. Research Questions and Research Objectives Answers to research questions will help in gaining...
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...ABSTRACT Electronic banking is a subject receiving great attention in the banking industry and the regulation agencies. It is a driving force that is changing the landscape of the banking industry. It has blurred the boundaries between different financial institutions, enabled new financial, products and services and made existing financial services available in different packages. Some analysis argue that electronic banking is revolutionizing the banking industry, others see it as simply complementing the physical banking branches; irrespective of its own merits there are diverse challenges and problems associated with this form of banking in Nigeria. The main research instruments used are questionnaires and personal interview for staff and customers of various banks, primary and secondary method of data collection were used. The simple frequency percentage was adopted as the statistical measure and hypothesis testing was analyzed using chi-square. In conclusion, the study revealed that electronic banking despite its challenges has led to increased efficiency in banking and its service ,cost-reduction in banks, and reduction of waiting time experience in the banks. The research recommended that banks should follow the stipulated electronic banking guidelines of the central bank of Nigeria. Government should accelerate actions that will enable a good environment and the growth of the banking sector. CHAPTER ONE INTRODUCTION 1.0 BACKGROUND...
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