...Paragraph Islamic banking refers to a system of banking that complies with Islamic law also known as Shariah law. The underlying principles that govern Islamic banking are mutual risk and profit sharing between parties, the assurance of fairness for all and that transaction are based on an underlying business activity or asset. The Islamic banking system has gained momentum worldwide. There are now 16 Islamic banks and financial institution operating in Malaysia. The popularity of the Islamic banking system is not limited to the Islamic bank only. The conventional system also interested in Islamic banking system For instance, CIMB has established CIMB Islamic bank that operates in accordance with Islamic Shari’ah principles. Islamic banks faced with strong competition not only from Islamic bank but also from conventional banks. The Islamic banking system is different from the conventional banking system but have some similarities between the two. For example, an Islamic bank conduct s its activities in accordance with the Islamic Shari’ah principle that strictly prohibit any payment or receipt of interest. However, the Islamic bank can offer product and service which are similarity by conventional bank. When Islamic banks or conventional banks offered any new product or service, the successful depends on the customer satisfaction level towards that product or service. In this competition, they must have to give extremely high consideration to their customers. They must have to...
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...E-Banking: ‘A new era of customer satisfaction through SMS Banking’ Abdullah Hassan, BBA(Hon’s), Fourth Year, Department of Management Studies, University of Chittagong, abdtek@gmail.com Abstract According to the Euronet mobile Banking Guide, there are currently close to 400 mobile operators in over 133 countries who are signing up 4 to 6 new customers every second. That means people are now much more interested in cell phone than before. Users always seek multi-dimensional use of their cell phones. The main purpose of this paper is to find out customer satisfaction through SMS Banking. Mobile phone operators provide various value added services (VAS) to their users including banking service and other utility services with the legal agreement with respective organizations. As mobile operators are trying heart and soul to retain existing customers and enhance new customers by adding VAS, hence a mobile banking solution called SMS Banking that allows people to bank with their mobile phones and its overview are presented in paper. Introduction There are various types of E-banking that are used in the field of IT and Banking. SMS Banking is one of them. SMS stands for ‘Short Message Service’. SMS Banking allows you to check account balance, transfer amount to other account, payment of utility bills like electricity bill, gas bill and water bill etc. Short Message Service is particularly adapted to 2G networks because they require low capabilities for data exchange...
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...On “Evaluating Customer Perceived Value in Mobile Banking Apps using Technology Acceptance Model (TAM)” Date: 15th May’15 Introduction Mobile banking is a result of the development of mobile technology used in the commercial domain. Mobile banking combines information technology and business applications together. Thanks to the mobile banking, customers can use it to get banking services 24 hours a day without having to visit a bank branch for personal transactions. Suoranta, M. (2003) conclude that Mobile banking is a relatively new service offered by banks to customers, and because of the convenience and features that save time and customers appreciate the services. Compared to other e-banking services, the development of mobile banking (m-banking) regarded the fastest. This development is due to the presence of m-banking services to answer the needs of a modern society that is promoting mobility. With one touch, creates convenience m-banking banking services in one hand. Benefit of mobile banking services will increase customer satisfaction. Furthermore, mobile banking creates "value" for the bank as a customer transaction service delivery channel access (wireless). Birch D and Young, M. A, (1997) conclude that the rapid advanced of technology in banking technologies, Customers want the convenience and flexibility on products and services that suit their needs and easy to use which cannot be offered by traditional banks. In the future of e-banking will be an important...
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...CURRICULUM VITAE GILBERT MARTIN NII ODAI P. O. BOX NG 112 Nungua, Accra 024-4082407, 020-8396939 Objective To bring my experience and talent to bear, to ensure the realization of the organizational objectives and also to enrich my personal Career Good communication and organizational skills and a team player. Likes challenging jobs, able to work with little or no supervision. Education Year July 2010 April 2009 2007 Institution Methodist University College Merjja Technology NIIT Qualification BSc. Information Technology. Project Management Professional Professional Diploma in Network Centered Computing 2005 NIIT Diploma E-Technology KNOWN APPLICATIONS Windows server 2003 Database using SQL server AutoCAD / REVIT ITIL CCNA WORK EXPERIENCE August 2005 – to Date Duties and Responsibilities Int’l Digitizing Center Accra Ltd.(IDCA LTD) Supports the LANs and application systems Assists in the installation, configuration and deployment of computers, printers and other peripherals Assist in the drafting of Civil Engineering Designs August 2004 – March 2005 Duties and Responsibilities Maintains of networks and system Ghana Shippers’ Council Supports the LANs and application systems Assists in the installation, configuration and deployment of computers, printers and other peripherals PRACTICAL ATTACHMENT March 2004 – June 2004 Duties and Responsibilities Maintains of networks and system Supports the LANs and application systems Assists...
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...Customer Satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Research Paper on Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Submitted To: Dr. Bishwajit Chandra Deb Chairman of BBA Faculty Associate Professor Dept. of Accounting & Information Systems Comilla University, Comilla Submitted By: Kazi Ayesha Akter Class Id: 0906019 Batch: 4th Session: 2009-10 Dept. of Accounting and Information Systems Comilla University, Comilla Letter of Transmittal September 03,2014 Dr. Bishwajit Chandra Deb Chairman Associate Professor Dept. of Accounting & Information Systems Comilla University, Comilla Subject: Submission of Research Paper on The Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Dear Sir, By the grace of almighty Allah, the benevolent and merciful, your solitary help, I have been successful to complete the research on the study of “Research Paper on The Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank.” that you have asked to prepare. I have tried our best to make the research within the given time period. Though my intention was strong to make the best research, unfortunately there may be some mistakes. I hope that you will consider my mistakes with mercifully. Therefore, I sincerely, expect that you would be kind enough to accept my research paper for evaluation and oblige...
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...BANKING SERVICES AND CUSTOMER'S SATISFACTION IN QATAR: A STATISTICAL ANALYSIS* Khalid Al-Sulaiti Abdullah Al-Khulaifi Fawzi AI-Khatib College of Business and Economics Qatar University ABSTRACT The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management should focus on strength areas to confirm them and weakness areas to overcome them. * This paper was accepted for publication in 2000. The delay in its publication until this issue was outside the editor’s control. - 130 - SECTION 1 1-1 Introduction In recent years, the banking industry has undergone massive changes in scope and nature of its environment. Technological advances, increased competition, massive increases in income levels, and the expansion in economic activities, as well as the growing diversity of customer needs, have contributed to the increase in the scope of banks services, and to the elevation of the marketing department to the top levels of the organizational structure of the banking firm. In this competitive and ever changing environment, banks can ensure their...
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...THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given the operational...
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...Customer Perception towards Internet Banking –with special reference to State Bank of Mysore, Shivamogga District Introduction Information technology plays a major role in shaping industries all over the world obviously banks reply heavily on IT in conducting their business and spend huge amounts of money on such technology to reduce operation costs and gain the competitive advantage over their rivals by offering customer s better services through ATM machines .telephone banking (mobile banking), net banking and more Evidently in the last decades in internet banking. It started with the computerization of braches and then expanded to channels like ATM, Net banking, phone banking, mobile banking etc., as any bank customer will testify the banking industry has dramatically changed the standards of delivery over the past two decades. Review of literature Mahesh and Dr. S.B. Akash (2009) both researchers opened that information technology plays a vital role in order to develop information collection system, storage, processing and transmission and distribution etc. And it was regard as the main driving forces for the changes in banking industry. The banking environment radically changed since the 1930’s, in particularly the development of information technology and it facilitates banking industry to increases the efficiency of banking service and decreases the cost of banking operations. Scope of the Study The scope of the study is restricted to shivamogga city...
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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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...Internet Banking and customer behavior The financial service industry plays very important role in the development of any country especially in country like India where service industry is contributing app. 48% of overall GDP And also financial sector is growing at the rate of 8.02% (according to SBI). By knowing such a huge importance of banking industry in India, it is very important to monitor and access new development in the industry. And one of the major development that happened in past decade was emergence of core banking which helps banks to move fast and provide better services to their customer. Due to core banking various new technologies came in to periphery of banking. These technology have change the definition of Banking. One of the major technology that is playing important role in last 5-7 years is Internet Banking services. Commercial banks across the region have invested hundreds of millions of rupees in developing required infrastructure as per the guideline of RBI for providing better experience to customer. Now with the help of net banking and other electronic banking services customer can access all banking services anywhere and anytime 24x7. This study is conducted to know How the customer especially youth reacting towards net banking services? Are they cashing the benefits? Why and Why not they are using it? What is Internet Banking? And what are the advantages and disadvantages of Internet Banking? Online banking (or Internet banking or E-banking)...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...encourage their customers to do online banking as it is very easy and very convenient for the customers. It also reduces the congestion at a branch and saves more time of the customer. Also it requires less bank staff. There are many facilities and functionalities provided in the online banking system. They are as follows , * View balances of account * Statements of accounts(view or display) * Funds transfers * Between accounts * To other bank accounts or credit cards * Schedule payments (standing orders) * Status of issued and deposited cheques * Facility to stop payments of issued cheques * Request cheque books * View credit card statements * Settlement of credit card payments * Utility bill payments In Sri Lanka most of the customers fear and hesitate to do online banking as ICT and Computer literacy of customers are very poor. Also most of the customers do not trust the system and they insist on doing it the old fashion banking. However with the current technology and protected websites it is more secure doing online transactions. Banks has to be carefully when providing online banking facilities as the customer would move their funds into another banking institution if the system is not user friendly and if it cannot be accessed easily. With the high rate of development in the county most of the company’s request banks to promote online banking. In order to promote online banking bank should educate...
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...Understanding customer behavior in retail banking The impact of the credit crisis across Europe February 2010 Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Executive summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Key findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 The impact on trust . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Loyalty: the end of an era? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Reasons customers look elsewhere Measuring satisfaction Conclusion 8 How Ernst & Young can help . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Introduction ...
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...the leading position in the country’s GDP in recent years. Banking sector is holding the leading position in order to take the GDP’s leader board of the table among the service industries. Last year Banking sector have contributed 48% of the country’s total GDP which is the clear indicator of pick position holder of the table. That rapid growth of the Banking service industry influenced a lot of people to involve their career in multiple sector of banking industry directly. So this is the perfect beginning t report the modern banking service in Bangladesh by South East Bank Limited where I have witnesses their performance growth in banking sector as an intern. Banking plays an important role in the economy of any country. In Bangladesh Muslim consist more than 80% of its population. These people possess strong faith on Allah and they want to lead their lives as per the construction given in the holy Quran and the way shown by the prophet Hazrat Mohammad (sm).But on Islamic banking system was developed here up to 1983.The traditional banking is fully based on interest it is commonly meant as commercial banks. But interest is absolutely prohibited by Islam. The main aim of traditional banking is to earn profit by borrowing and lending money in exchange of interest. As a result there is an unfair competition among the bankers and among the customers. The major objective of this report is to analysis Evaluate the Customer Service of The Southeast Bank Limited. General objectives of...
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...pioneer chairman and Jim Ovia, who was the chief executive officer (ZenithBank.com). However, they are rated the second biggest Finance Industry in Nigeria and the best bank for a consistent 2 year period from 2008-2010 as well as the most respected bank in Nigeria (ZenithBank.com). Since 1990, Zenith Bank has operated in Nigeria and now operates in five other African countries in addition to the United Kingdom. It offers varied financial services such as current account, savings, commercial letter of credit, credit cards, mortgage, loan,investment banking and other financial products and services (ZenithBank.com). For several years, Zenith Bank has consistently announced profits from its wide ranging operations as a result of the growing opportunity offered by the Nigerian market. Nigeria is a nation of 150 million people with less than 50% bankable population as of 2000 (CBN, 2010). In 2010, over 65% of the population have become customers to one bank or another, thus presenting a growth opportunity for financial institutions such as Zenith (naijalowa.com). While the Nigerian market holds tremendous opportunity for existing operators like Zenith, the financial industry in the country is driven by a range of macro-economic factors which holds both positive and negative implications for the activities of the companies. However, the main purpose of this report is to develop a new financial product for...
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