...E-banking characteristics. E-banking situation in Republic of Macedonia Course: Research in Information Systems June 2012 Skopje Content Research Project proposal …………………………………………………3 Abstract Objectives Planning and methods Literature review ……………………………………………………………..6 Research strategy – Survey……………………………………………….8 Data generation methods…………………………………………………9 Data analysis………………………………………………………………..….10 Conclusion………………………………………………………………………15 Research Project Proposal [Research in Information Systems] [Lundrim Ologu] SeeU, Spring 2012 _________________________________________________________ Title: E-banking characteristics. E-banking situation in Republic of Macedonia Abstract: E-banking characteristics. E-banking situation in Republic of Macedonia The payment system represents a sum of instruments, procedures and infrastructure for money transfer. It is of great importance for all economic agents since it enables fast and efficient payments in the national economy as well as internationally. Electronic payment system functionality is measured through analysis of the transactions committed, structure of the electronic instruments available within a country, and payment instruments used during payment of purchased or ordered products or services. The use of Electronic Payment Instruments in Macedonia is growing steadily, which shows that the EPS system in this country is continually growing and is in some extend well organized...
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...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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...advancements-internet and mobile phone, a new service is thus enabled and the first such wireless internet commercial transaction is performed by the banking industry. Mobile banking is a new technology in Bangladesh, started from 31th March 2011. Dutch Bangla Bank Ltd pioneered in mobile banking service in Bangladesh. Most of the people are informed about it but 52% of them are not interested to use it as they are happy in using traditional e-banking system. Purpose of the Research DBBL mobile banking is the online based payment system of Dutch Bangla Bank Ltd and is one of the leading mobile phone based payment switch in Bangladesh. There is many such phone based switch systems are playing in the market like bKash by BRAK Bank, Ok banking by One Bank, Ucash by UCB etc. Though DBBL mobile banking has its growing market again it cannot take the position of bKash by BRAK. The general purpose to conduct this study is to determine the reasons why DBBL mobile banking is getting failed to take the market comparing to bKash. In order to identify the limits of this study Dutch Bangla Bank Ltd has to identify study areas to be addressed. A careful analysis of those question areas led to the development of the following specific research objectives: * To identify the market divergence between the DBBL mobile banking and bKash * To determine customers or users experience in case of DBBL mobile banking * To determine the market share of DBBL mobile banking * To know...
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...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi - Business...
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...Research Methodology | BABS: Semester 4 | | Mashrur Sadmaan Hasan ID: 0023MSOT0613 | Dec-2013 | bKash Customer Satisfaction 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...
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...of 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...
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...INTRODUCTION Bank as the financial services industry is approaching full historical cycle. Originally the banking system operated as full service industry, performing directly or indirectly all financial services. Banks are direct agents to create opportunities for development in a country and also provide large scale of employment opportunities. Banks mobilize savings and make it advances to investors and by this process make profit. As they deal with public money, their form of business is different from others. Banks must refund public’s money when they demand & qualityful services either it makes or not. So, overall operation system of bank should be evaluated carefully. Banking sector is expanding its hand in different financial events every day. At the same time the banking system is becoming faster, easier and the banking area is becoming wider. As the demand for better service increases day by day, they are coming with different innovative ideas & products. In order to survive in the competitive field of the banking sector, all banking organizations are looking for better service opportunities to provide their fellow clients. As a result, it has become essential for every person to have some idea on the bank and banking system. The evaluation of banking system is a complex process involving interactions between the environment, internal operations, and external activities. The ultimate objective of management is to maximize the value of bank’s equity shares by attaining...
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...ISSN: 2321-3744 Customer Satisfaction of Online Banking in SBI and ICICI-A Comparative Study in Pune City Dr. Priya Anand Irabatti Professor, Bharati Vidyapeeth Deemed University, Pune Abstract Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. In today's demanding world, everybody needs instant banking solutions for a better lifestyle. In the current scenario, almost every bank in India has the internet banking facility. Online banking or internet banking made things much easier for the people and saves lot of time. Researches show that impact of Internet banking on cost savings, revenue growth and increased customer satisfaction on Industry is tremendous and can be a potential tool for building a sound strategy. However, it has raised many public policy issues before the banking regulators and government agencies. Interestingly, reliable and systematic information on the scope of Internet banking in Indian context is still not sufficient, particularly what it means to the consumers and the bankers. This study aims at evaluating services quality of online banking in Pune city, one of the fast growing cities of Western India. This paper mainly compares, online banking services of SBI Bank one the leading public sector bank and ICICI bank, a leading private sector bank. A structured questionnaire is administered to various target groups. Researcher...
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...Contents “COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS” 1 EXECUTIVE SUMMARY 1 INTRODUCTION 2 Customer satisfaction 2 LITERATURE REVIEW 3 MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY 4 Introduction: 4 BANKING INDUSTRY : AN OVERVIEW 6 OBJECTIVE OF THE STUDY 6 Research Methodology 7 DATA ANALYSIS 7 FINDINGS 8 RECOMMENDATIONS 8 Limitation of the Study 9 Questionnaire 9 “COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS” EXECUTIVE SUMMARY The working of the customer's mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. Thisexercise in the context of the banking industry will give us an insight into the parametersof customer satisfaction and their measurement. In the organised segment, bankingsystem occupies an important place in nation’s economy. It plays a pivotal role in theeconomic development of a country and forms the core of the money market in anadvanced country. The commercial banks in India comprise of both Public sector as wellas private sector banks. There are total 28 Public sector and 27 private sector banks arefunctioning in the country presently. Banks have to deal with many customers everydayand render various types of services to its customer.It's a well known fact that no businesscan exist without customers. Not so long ago, accessing our own money was about setting aside...
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...Problems and prospects of mobile banking in Bangladesh S.M. Sohel Ahmed (Corresponding author) Lalmatia Mohila College Lalmatia, Dhaka-1207, Bangladesh. E-mail: smsohelahmed@gmail.com Shah Johir Rayhan Sher-e-Bangla Agricultural University Sher-e-Bangla Nagar, Dhaka-1207, Bangladesh. E-mail: johir_rayhan2006@yahoo.com Md. Ariful Islam Regional Statistical Officer Dinajpur, Bangladesh. Samina Mahjabin Department of Management & Finance Sher-e-Bangla Agricultural University Sher-e-Bangla Nagar, Dhaka-1207, Bangladesh Abstract The main objective of the study is to find out the problem and prospect of mobile banking in Bangladesh. For this research primary data were used. This study adopts with descriptive in nature. Total respondents were 120 within that 61 % respondents think it saves time than traditional banking, the highest number of respondents use mobile banking for ‘Air-time top-up’ service, that is 21%, out of 120 respondents 56% replied it is less costlier than traditional banking, 100% respondents did agree that it is speedy, and 38% respondents are upper class. Although this concept is new in Bangladesh but its potentiality is high. From this research, other researchers and policy makers will get an insight about the problems and prospects of mobile banking in Bangladesh. Key words: Problem, prospect, Mobile banking. 1. INTRODUCTION E-business has been continuously growing as a new industry during the last decade (Van Hoeck, 2001). The banking industry has been leading this...
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...organize valuable ideas and findings, to identify other research that may be in progress, to generate research ideas, to develop a critical perspective. The literature review has been developed to discuss the fundamental concepts and key authors associated with the subject matter. It includes “mobile banking” and “opportunities and challenges of mobile baking” as these are directly representative of the academic discussion on the subject of investigation. As a literature review needs to be sufficiently critical in a balanced way, the literature review for this study aims to do in the discussion of the opportunities and challenges of the subject matter through impartial assessment of the relevant concepts. 1.1. Opportunity & Challenges of Mobile Banking: 1.1.1. Mobile Banking: Today is the era of fast forward life style. Everything we need or want, we want it in a minimum time. Like all other things we also need a fast forward banking. The result of it is mobile banking. Mobile banking means the ability of making deposits, withdrawal and to send and receive funds from a mobile account. According to the Journal of Information Engineering and Applications (Vol. 1, No.6, 2011), Mobile Banking is a financial transaction conducted by logging on to a bank's website using a cell phone, such as viewing account balances, making transfers between accounts, or paying bills and this can be...
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...www.ccsenet.org/jms Journal of Management and Sustainability Vol. 1, No. 1; September 2011 Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking Akram Jalal Management Information System Department, College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Tel: 00973-3838-3411 E-mail: ajalal@ahliauniversity.edu.bh Jassim Marzooq College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Ex hibitions Road, Manama, Kingdom of Bahrain Hassan A. Nabi College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibiti ons Road, Manama, Kingdom of Bahrain Received: March 5, 2011 Abstract Purpose – The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain. Design/methodology/approach – This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC). Findings – Results indicate that all the elements for the three identified factors are important with respect to the users’ adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users’ satisfaction...
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...INTRODUCTION 1.1 Background 1.2 Problem Statement 1.3 Objectives of the Study 2. THEORITICAL FRAMEWORK 2.1 Research Question 2.2 Research Hypothesis 3. METHODOLOGY AND SAMPLING DESIGN 3.1 Types of Research 3.2 Sources of Data 3.3 Questionnaire Design 3.4 Sampling Design 4. DATA MANAGEMENT AND ANALYSIS CHAPTER 1 INTRODUCTION 1.1 Background Nepal Bank Limited is the oldest commercial bank of Nepal. It was established 1937 which marked the beginning of an era of formal banking in Nepal. From the very conception and its creation, Nepal Bank Ltd, was as joint venture between the government and the private sector. Out of 2500 equity shares of NRs. 100 face value, 40% was subscribed by the government and the balanced i.e. 60% was offered for the sale to private sector. There were only 10 shareholders when the bank first started. It can be said that Nepal Bank Limited has a history that is unequal to any in Nepal. It was the first one of its kind. It also served as the central bank of Nepal. It is, thus, safe to say that the history of banking sector in Nepal would be incomplete without mentioning Nepal Bank Limited. The service rendered by Nepal Bank to the country and its people is a great one- one that has no parallel. The banking industry is highly competitive, with banks not only competing among each other; but also with non-banks and other financial institutions. Most bank product developments are easy to duplicate and when banks provide nearly identical services...
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...Pp. 145 - 156 E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis Jannatul Mawa Nupur* E-banking can provide speedier, faster and reliable services to the customers for which they are relatively happy. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. The study period is from 2006 to November, 2009 because customers enjoyed the e-banking services newly during this period. Five service quality dimensions namely reliability, responsiveness, assurance, empathy, and tangibles have been established based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 250 customers. The study shows that these factors are the core service quality dimensions for customer satisfaction in e-banking. The study also explores that reliability, responsiveness and assurance have more contribution to satisfy the customers of e-banking in Bangladesh. Key words: E-banking, Customer satisfaction, SERVQUAL Model. 1.0 Introduction Growth of Electronic banking in a country depends on many factors, such as success of internet access, new online banking features, household growth of internet usage, legal and...
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...non-Muslims market is equally important to Islamic Finance (Bashir & Mail, 2011; Latiff, 2007). The purpose of this research is to examine the level of awareness, understanding and perceptions of Muslims in Malaysia of Islamic Banking products and services. In additional, this study also aims to investigate if any demographic influence it’s means the structure of population of the awareness, understanding and perceptions of Islamic Finance products and services among Muslims in Malaysia. A total of 50 respondents from different course and carrier in Unikl are selected for the purpose of this study. For the analysis, we used the primary data and Secondary data was adopted to analyse the results. The results show that more than half of the respondents are aware of the Islamic Finance in Malaysia but they do not aware of most of the products and services offered by Islamic banks. Muslims understanding level towards Islamic finance concepts are at average level but they do not understand most of the Arabic terms. The perceptions of Muslims towards Islamic Finance are varied among themselves. This study also provides theoretical and managerial implications for the Islamic bankers to attract Muslims customers and recommendations for future research in Islamic Banking or Finance....
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