...The adoption of internet banking: An institutional theory perspective Received (in revised form): 30th October, 2007 Weihua Shi* is a visiting assistant professor at the University of Southern Mississippi. She received her MA degree in Economics from Vanderbilt University and her PhD in Finance from the City University of Hong Kong. Her research interests include behavioural finance, risk management and banking. Narcissus Shambare is an assistant professor of Business Information Systems (BIS) and Director of BIS programmes at the College of Saint Mary, Omaha, Nebraska, USA. He has more than 20 years experience in business management in manufacturing, wholesale and retail, services and banking industries. His research interests include information security, strategic management and business education. Jian Wang is a professor of International Business at the University of International Business and Economics. His research interests include e-business, international business and international trade law and practice. Dr Wang is Director of the International Business Bridge (IBB). He has extensively published in the areas of international business, electronic business and others. Abstract Several models have been proposed in the literature to understand technology acceptance in which social environmental factors are not primarily addressed. Drawing upon the social contagion theory and institutional theory, this study proposes a model to examine three social environmental...
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...80 Int. J Latest Trends Fin. Eco. Sc. Vol-2 No. 1 March 2012 The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry Alhaji Abubakar Aliyu, Rosmaini Bin HJ Tasmin Department of Technology Management Faculty of Technology Management, Business and Entrepreneurships Universiti Tun Hussein Onn Malaysia, 86400, Parit Raja, Batu Pahat, Darul Ta’zim, Johor, Malaysia hp090012@siswa.uthm.edu.my rosmaini@uthm.edu.my Abstract - Information and communication technology (ICT) has become the heart of banking sector, while banking industry is the heart of every robust economy. If it collapses so will the economy. This is absolutely evident from current recession in European banks crises, and in turn. The effect of globalization, competition and innovation in the banking industry by its providers to offer their services makes essential the understanding of how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has considered a critical literature review of previous researchers with the objective to examine the impact of Information and Communication Technology on banks performance and customer service delivery. This paper also makes of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service...
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...Advancement, Vol. 1, No. 4, 2008 111 2 3 4 5 6 7 8 9 1011 1 2 3 4 5 6 7 8 9 2011 1 2 3 4 5 6 7 8 9 30 1 2 3 4 5 6 7 8 9 40 1 2 3 4 5 6 711 8 327 Motivators and critical factors in mobile banking communications: the case of Kuwait Alkis Thrassou* Marketing Department, School of Business, University of Nicosia, Cyprus, 46 Makedonitissas Avenue, P.O. Box 24005, 1703 Nicosia, Cyprus Email: thrassou.a@unic.ac.cy *Corresponding author Lijo Raju Philip 13A, Tzarevo Selo Street, Floor 2, ap.4, Krasno Selo, Sofia, Bulgaria Email: lijophilip@gmail.com Abstract: With the effort in gaining competitive advantage shifting towards non-price factors, new forms of communications and distribution channels are invaluable outlets for financial institutions, since they provide the opportunity for cutting costs without diminishing existing service levels. As customers are demanding greater convenience and accessibility, many banks are eyeing cost-effective alternative service delivery systems. Mobile banking, a relatively new phenomenon, helps customers to interact with a bank via a mobile device and makes banking virtually anywhere on a real-time basis a reality. The aim of this research is to investigate the mobile banking competitive environment of Kuwait, to identify the motivators underlying mobile banking adoption by banks, and to isolate the corresponding critical factors of success. The findings are finally integrated into a comprehensive ‘motivators and critical factors’ model. The methodology...
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...Lichtenstein & Williamson: Consumer Adoption of Internet Banking UNDERSTANDING CONSUMER ADOPTION OF INTERNET BANKING: AN INTERPRETIVE STUDY IN THE AUSTRALIAN BANKING CONTEXT Sharman Lichtenstein Deakin University, Australia sharman.lichtenstein@deakin.edu.au Kirsty Williamson Monash University and Charles Sturt University, Australia kirsty.williamson@sims.monash.edu.au ABSTRACT This paper reports key findings from an interpretive study of Australian banking consumer experiences with the adoption of internet banking. The paper provides an understanding of how and why specific factors affect the consumer decision whether or not to bank on the internet, in the Australian context. A theoretical framework is provided that conceptualizes and links consumer-oriented issues influencing adoption of internet banking. The paper also provides a set of recommendations for Australian banks. Specifically, the findings suggest that convenience is the main motivator for consumers to bank on the internet, while there is a range of other influential factors that may be modulated by banks. The findings also highlight increasing risk acceptance by consumers in regard to internetbased services and the growing importance of offering deep levels of consumer support for such services. Gender differences are also highlighted. Finally, the paper suggests that banks will be better able to manage consumer experiences with moving to internet banking if they understand that such experiences involve a...
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...Value of Customer Loyalty Yang, 2004 mentioned that the customer loyalty can be generated through improving customer satisfaction and offering high product or service value. He further suggested that the firms may focus on five key dimensions to identify the customer loyalty by providing quality customer services, performing the service correctly by executing transactions accurately, providing an appropriate range and offering features to target customers and ease of use and security or privacy. Previous studies Service Quality in the banking sector: the impact of technology on service delivery (Joseph, McClure and Joseph, 1999). The study examined the role that technology plays in Australian banking and its effect on the delivery of the perceived...
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...Examination on the Strategic use of Information Technology in Tanzania Service Industries in Achieving and Sustaining Competitive Advantage and Suggestions for improving their effectiveness” You are required to search the relevant research materials on the topic in hand and compose a report. Your report should critically discuss the issues of technological adoption on the use of IT practices by the consumers and business enterprises; In addition, your report should explore areas of strategic applications of IT by business enterprises, the challenges involved and suggestions for their improvements. Support your report with reference to case studies and /or examples of companies. i TABLE OF CONTENTS ABSTRACT ...................................................................................................................................... iii 1.0 INTRODUCTION ........................................................................................................................1 2.0 LITERATURE REVIEW ..............................................................................................................2 3.0 IT adoption concept on entreprise ..................................................................................................3 3.0.1 Internal Factors ..........................................................................................................................3 3.0.2 External Factors ................................................................
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...INTERNATIONAL REVIEW Mathew et al. (2005) analyzed the use of banking technology in United Kingdom by ranking of importance of selected technology on consumer 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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...Faculty of Business and Information Science Faculty of Business and Information Science A coursework completed as part of the requirement for SUBJECT NAME: BUSINESS RESEARCH METHODS SUBJECT CODE: BB204 LECTURER/TUTOR: Ms. YEOH SOK FOON Entitled ASSIGNMENT TITLE : INTENTION TO USE MOBILE BANKING AMONG UCSI STUDENTS Submitted on DATE OF SUBMISSION : 21st July 2015 DUE DATE : 21st July 2015 Words count: 2618 Produced by STUDENT NAME & ID: Name | Student ID | Programme | Signature | Mohammad Syafiq Mohammad Suferi | 1001336037 | BA (Hons) Business Administration | | Fadhilah Amalina Firman | 1001334557 | BA (Hons) Business Administration | | Md Monzurul Masuk | 1001335506 | BA (Hons) Business Administration | | Chin Khee Zhao | 1001232877 | BA (Hons) Accounting | | Muhammad Usman | 1001333957 | BA (Hons) Business Administration | | TABLE OF CONTENTS CHAPTER 1 INTRODUCTION 1.1 Introduction……………………………………………………………………..4-5 1.2 Problem Statement…………………………..…………………………………5-6 1.3 Significance of Study………………………..………………………………….6 1.4 Research Questions…………………………..…………………………………7 1.5 Research Objectives…………………………..…...……………………………7 1.6 Hypotheses………………………………….………………………………......7 1.7 Definition of Selected Variables………………………………………………..8 CHAPTER 2 LITERATURE...
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...E-Wallet is an easy-to-use, convenient electronic prototype which acts as a secure global payment system by using only a mobile smartphone. This study is directed towards developing a model to explain the consumer's’ intention to adopt e-Wallet in the social context. It adopts Consumer Need for Uniqueness Theory based on the concept of Counter-Conformity Motivation (CCM) also known as Need For Uniqueness. Many researchers had explored the relationship of consumer’s intention to adopt on the technological usage context. However, little research in social context had been carried out. Therefore, this paper aims to examine the factors affecting the consumer adoption intention in social context. This paper found that CCM, self-identity and word-of-mouth (WOM) are the salient determinants in this study of knowledge of consumer adoption intention in e-Wallet. Keywords: e-Wallet, intention to adopt, counter-conformity motivation, need for uniqueness 1.0 Introduction According to the historical evidence, the first use of money is assumed to have started around 600 BC in term of coins (Davies and Davies, 2002). However, the world is evolving, due to the rapid change in technology. Most of the consumers have changed their ways of making bill payment. E-Wallet is the latest trend and phenomenon as the outcome of technology advancement (Patel,V, 2016). Not only that, Doan, N (2014, p. 6) claims that Mobile Wallet can also be known as Digital Wallet when the smartphone can function as...
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...(via security codes) enhances the scope of Ecommerce (Deshmukh, Sujata, & Deshmukh, Prashant, & Thampi, G. T 2013). Initial consumers prefer to shop those goods which don’t have touch and feel factor, but this trend is gradually changing. Customer satisfaction depends on information quality and service quality (Joshi, Priyanka 2015). There are some challenges in m-commerce. Small screens and sparse internet connectivity are some of them .One set of researcher looks at how M Commerce should be adopted. There are articles like "Effective optimization of Web Sites for Mobile access" which talks about technical problems that occurred while introducing E Commerce website over mobile phone screen. (Marci Troutman, Steve Timpson, 2008). Further researchers talked about who are the first adopters of E Commerce mobile applications and their patterns. When M Commerce was introduced the initial users were mostly web users. (Liren Einav, Igor Popov and Neel Sundaresan 2012). E-commerce consumer behaviour has been studied in the past. Regression analysis has demonstrated that the determinants of online shopping acceptance differ among product or consumer characteristics (Goswami, Shubham 2014). Some researchers argue that although user behaviour was the top concern for the past decade, scholars now...
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...ISSN:2249-1260/EISSN:2250-1819 ACCEPTANCE OF E-BANKING AMONG CUSTOMERS (An Empirical Investigation in India) K.T. Geetha1 & V.Malarvizhi2 Professor and Assistant Professor, Department of Economics, Avinashilingam Institute for home Science and Higher Education for Women Coimbatore -641043, TamilNadu, India 1 2 Abstract Financial liberalization and technology revolution have allowed the developments of new and more efficient delivery and processing channels as well as more innovative products and services in banking industry. Banking institutions are facing competition not only from each other but also from non-bank financial intermediaries as well as from alternative sources of financing. Another strategic challenge facing banking institutions today is the growing and changing needs and expectations of consumers in tandem with increased education levels and growing wealth. Consumers are becoming increasingly discerning and have become more involved in their financial decisions. This paper investigates the factors which are affecting the acceptance of ebanking services among the customers and also indicates level of concern regarding security and privacy issues in Indian context. Primary data was collected from 200 respondents through a structured questionnaire. Descriptive statistics was used to explain demographic profile of respondents and Factor and Regression analyses were used to know the factors affecting e-banking services among customer in India. The finding depicts many factors...
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...ECONOMICS & MANAGEMENT: 2009. 14 IMPACT OF TECHNOLOGY ADOPTION ON CONSUMER BEHAVIOUR Elina Gaile-Sarkane Riga T echnical University, Latvia, elina.gaile-sarkane@rtu.lv Abstract Fast development of equipment and technologies, economic globalization and many other external circumstances stimulate the changes in consumer behavior. Usually consumer behavior has drawn upon theories developed in related fields of study of human behavior such as psychology, sociology, economics, behavioral economics, and anthropology, to develop a theoretical framework for the analysis of the behavior of consumers. It is very convenient and up-to-date to use information and telecommunication technologies for communication among individuals what improves the information flow within an organization and outside. At the same time there are a lot of challenges for all involved parts – industry and society. These challenges are principally related to adoption of the technologies in the country what directly impacts the consumer behavior. In the paper customer behavior in electronic environment have been analyzed, peculiarities of behavior caused by information and telecommunication technologies were funded out. The research conducted by the author showed that information technologies create dynamic behavior what involves different from traditional market interactions and exchanges. Keywords: consumer behavior, electronic environment, adoption of technologies, information and telecommunication technologies...
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...Management Studies Motilal Nehru National Institute of Technology Allahabad – 211004 May, 2014 Introduction Online Shopping There are many factors that point toward the potential for rapid growth of online shopping in India. In terms of education, India annually produces 2 million college graduates including approximately 200,000 engineers and 300,000 technically qualified graduates. The government of India has been heavily promoting investment in the telecom sector in recent years with the number of telephones increasing from 55 million in 2003 to 621 million in 2010. During the same period, broadband subscribers grew from .2 million to 8.8 million. Penetration of the internet, however, is comparatively lower at 6.9 percent of the population in 2009 compared to the world average of 26.8 percent (Internet World Stats, 2010), pointing to growth potential in the Indian market. Electronic payment in India is also steadily increasing thanks to a large young population with growing disposable incomes. There is evidence that the current economic crisis encourages online shopping as more and more Indian shoppers are motivated to compare prices among retailers (Ravichandran, 2009). Another factor leading to growth in online shopping is the joint initiative between a number of state owned banks and the Indian Railways to passengers to transact ticket purchases online. Online shopping growth also overcomes weaknesses in the country's retail supply chain (Nair, 2006). There is also evidence...
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...A STUDY ON CUSTOMER LOYALTY TOWARDS E-BANKING SERVICES ABSTRACT: One of the modern skills required in the present competitive business world is winning new customers and retaining the existing ones. Thus, business strategists and practitioners are giving great importance to Customer Relationship and Customer Loyalty; irrespective of the nature and size of the business. Today the banking industry more concentrates with the customer relationship and customer loyalty. So bankers are to achieve their goal with the help of e-banking services. E-Banking is a young way for banks to reach new and old customers. Timely adoption of E-Banking is significant for all banks to have secure future business. Banks are facing extremely intensive competition from non-banking sector, thus they have adopted a more aggressive approach to fight competitors for financial services’ market share. To make this study more authentic primary data is collected from the respondents of Tiruchirappalli District and statistical tools are used for analysis and reach on valid conclusion. Key words:Customer Satisfaction, Customer Loyalty and E-Banking INTRODUCTION: As bank wants move very nearer to the customers, increase its basic operational strategies, move towards international trade and need of quick transfer of money etc., and sothere are using theElectronic Banking services. E-Bankinggenerally implies a service that allows customers to use some form of computer to access...
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...European Scientific Journal May 2013 edition vol.9, No.13 ISSN: 1857 – 7881 (Print) e - ISSN 1857- 7431 THE STRATEGIC BENEFITS AND CHALLENGES IN THE USE OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AMONG COMMERCIAL BANKS IN KENYA Maximillah Bitutu Muro, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Peterson Obara Magutu Lecturer, Department of Management Science, University of Nairobi, Nairobi, Kenya Kepha Nyankora Getembe, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Abstract Nowadays, many businesses such as banks, insurance companies, and other service providers have realized the importance of Customer Relationship Management (CRM) and its potential to help them acquire new customers, retain existing ones and maximize their lifetime value. At this point, close relationship with customers requires strong coordination between IT and marketing departments to provide a long-term retention of their customers. The purpose of this study was to establish the use of CRM systems and further determine the challenges facing the use of CRM systems among the commercial banks in Kenya. The study used descriptive design. The study targeted forty five (45) commercial banks in Kenya. Primary data was obtained using self administered questionnaires. The successfully filled up questionnaires containing responses were first edited for accuracy, consistency and completeness. The data...
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