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The present study aims at presenting a model of cross-buying behavior of electronic service customers in Shahr Bank. This research is applied in terms of objective and survey-exploratory in terms of approach. The statistical population of this study consisted of a group of experts including senior managers of Shahr Bank, professors and marketing consultants familiar with the banking industry which in-depth interviews were conducted with them. The selection of experts and doing interviews with them continued until the theoretical saturation was reached and then stopped. Purposive sampling method was used in this study. Nine interviews were conducted in total. This research has been done in the period of October 2020 to May 2021. Due to using the data foundation theory in this research, the main data collection tool was unstructured in-depth interviews with experts. Finally, after three open, axial and selective kinds of coding, the conceptual model of the research was designed based on a paradigm model. In this research and according to the identified goals and categories, the category of motivating to use various electronic services of Shahr Bank was considered as the main and axial category. This means that the core of the conceptual model is the users' motivation and inner desire to use various electronic services of this bank. [ABSTRACT FROM AUTHOR]

Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on service quality in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer service quality in e-banking services. The study shows that service quality in e-banking can be measured using twenty-one parsimonious measures spread across five dimensions, namely, access, Website interface, trust, attention and credibility. The article discusses the importance of these findings for practitioners and for future research on service quality in Internet delivered services. [ABSTRACT FROM AUTHOR]

One of the most significant developments in bank marketing in recent years has been the use of technology in creating new channels through which customers can transact their accounts and interact with their bank. The literature shows how e-banking has developed rapidly and become a mainstream channel, but concerns have been raised about the ability of banks to manage customer relationships effectively through this new channel. The case studies presented in this paper are chosen to Bristol Business School exemplify two approaches to e-banking: integration into an existing operation and separation (through a standalone operation). Analysis of these case studies shows how a market oriented approach to customer service can be implemented particularly effectively at an operational level in the standalone case. However, while the need to manage customers far more holistically is recognised in the integrated case this has not yet been achieved in practice. The reasons for this highlight challenges for marketing in the banking sector. [ABSTRACT FROM AUTHOR]

E-banking has made lives easier not only for banks, but also for customers. In spite of the various advantages of e-banking, the acceptance level of the same among the senior citizens in Kerala seems to be stumpy relative to branch banking. Kerala's banking customers, especially the senior citizens, have not yet adopted many of the e-banking services. The study tries to find out the type of banking--branch banking or e-banking--that is most preferred by customers belonging to the 50-plus age group category and the reasons for such preference. Survey method is used for the study and a sample of 400 banking customers belonging to "50-plus" age group is chosen through convenience sampling. The study relies on both primary and secondary data. Branch banking is found to be the most approachable form of banking across all age groups since it offers personalized dealings. The only e-banking service that they prefer is ATM for withdrawing cash. [ABSTRACT FROM AUTHOR]

This study is conducted with the purpose of analyzing the opportunities and challenges of electronic banking system in commercial bank of Ethiopia founds at Gurage zone. It was conducted based on data mainly collected from staff and customers of the bank through questionnaires and focused group discussion. The study identified benefits of electronic banking that a customer gets as a result of using e-banking services as well as the benefits the bank gets as a result of providing e-banking services. It also investigated the major challenges for the electronic banking services in commercial bank of Ethiopia as of infrastructural, legal and regulatory, socio-cultural, and illiteracy related challenges. To address various challenges identified on the study, the study suggests a series of measures which could be taken by government as well as commercial bank of Ethiopia. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Islamic Entrepreneurship / Majallatu Riyadati Al-aamali Al-islamiati is the property of International Islamic Marketing Association and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Transformation is taking in Indian banks from altering the face of banking. The research paper focuses on the way transformation is affecting the banking sector and investigates the factors which are affecting the e-banking services among the customers in India. Primary data was collected from 500 respondents through a structured questionnaire. The main objectives of the study are to identify the perception of customers for e-banking technology service quality and to examine e-banking technical service quality with regards to demographic variables. The scope of the present study has been kept limited to public and private sector Indian banks operating in Chandigarh, Mohali and Punchkula. Primary sources of data were a structured questionnaire designed for the purpose of getting customer responses regarding e- banking. Analysis of Variance has been used to find out whether there is any significant difference between the customers' perceptions with regards to demographics like Gender, Age, education, Occupation and Household Income. It was found that there is no significant difference and the hypothesis stood accepted. [ABSTRACT FROM AUTHOR]

E-Banking has emerged as a channel to provide banking services to customers electronically via banks' websites. Although e-banking services have gained a lot of attention due to its enormous advantages, many consumers are still not willing to use them because of the risk involved in conducting transactions online, hidden charges, lack of trust and system failure. There is a plethora of research conducted on the positive utility gains attributable to e-banking adoption or usage but the measures of potential negative utility (perceived risk) have been ignored. In the present study, the diverse literature available worldwide on perceived risk factors in e-banking has been explored by using interpretative approach, viz. objectives, research methodology, sample, respondents and the results of the study for further enquiry. This study builds up a strong conceptual framework for the researchers by thoroughly analyzing the empirical studies on perceived risk in different countries. The current research adds value to the existing literature and also leads to discussion addressing further areas for open debate and research. Our approach has meaningful implications for managing risk in the e-banking sector. The banks should put more emphasis on implementing e-banking risk management practices in order to increase usage of e-banking services among consumers. [ABSTRACT FROM AUTHOR]

Purpose The purpose of this paper is to investigate the essential factors influencing the adoption and use of e-banking services as perceived by customers of the Jordanian commercial banks.Design/methodology/approach This paper adapts and modifies the unified theory of acceptance and use of the technology model. Modifications were made to explain intention to use e-banking services.Findings The modified model explained 0.887 of behavior intention variance and 0.516 percent of the intended degree of e-banking services use variance. Three constructs are found to be good predictors: effort expectancy (EE), social influence, and perceived e-banking services quality. Performance expectancy and hedonic motivation are not significant predictors. However, all three predictors were significantly moderated by age only.Research limitations/implications As with any research in the field of IT adoption and consumer behavior, researchers should take into consideration the generalization of their empirical findings. The generalization could be enhanced if future research uses the Jordanian baking sector which includes Jordanian and non-Jordanian banks. Finally, the current research findings are based on the cross-sectional research method. Taking this fact into consideration, the relation between intention and actual use may raise questions. One solution is to study intention and actual use at different points in time by conducting longitudinal research to access and test the research hypotheses.Practical implications Managers need to focus on promoting e-banking services in terms of consumer’s EE, social influence, and e-banking service quality. Since young consumers are early adopters, Jordanian banks need to introduce added entertainment values for youth and extra convenience for older consumers.Originality/value The main contributions revolve around developing a better understanding of the essential factors influencing the adoption and use of e-banking services. This research incorporates a new variable: perceived e-banking quality. Thus, the proposed model provides better explanatory power than previous research. [ABSTRACT FROM AUTHOR]

Internet Banking is considered as a strategic resource that replaces paper based and labour intensive functions with automated processes for ensuring greater efficiency, control of operations and reduction of cost. Internet Banking users are being expected to rise in Bangladesh due to the Government vision 2021: Digital Bangladesh, where Internet Banking system is one of the important aspects to speed up the financial activities of the country. This study aims at identifying some important factors which are account for the adoption of Internet Banking by the users of Bangladesh. To investigate the factors, a circumstantial questionnaire study is conducted on a sample group of 200 banking customers selected from Dhaka city. Then by employing Factors Analysis, it is identified that factors "security and privacy", "features of the Internet banking website" followed by "Perceived ease of use and usefulness'' explained most of the variance. This study, hopefully, will provide valuable information to the banking industry to develop its marketing approach for promoting online banking services and to become aware of the factors that are most influential to increase the number of Internet Banking users in Bangladesh. [ABSTRACT FROM AUTHOR]

Banking is a customer oriented service industry, therefore the customer is the focus and customer services is the differentiating factors. Customer in India and specifically in urban area, no longer want to wait in long queues and spend hours in banking transection. So this paper shows awareness and perception of customers regarding SSBT (Self Service Banking Technology). To conduct this descriptive research, response of 300 respondents is take through questionnaire from Ahmedabad city. Analysis of respondent's response done through SPSS software and chi square test is used to determine association. [ABSTRACT FROM AUTHOR]

Nowadays, Internet banking is a service provided by all Romanian banks which has become a daily need for millions of users. This study contains a brief overview of the Internet banking services usage level in the European Union for the period 2007-2016. An increasing in the use of Internet banking services in the EU can be observed at the level of the analysed period. At the same time we compared the users (individuals aged 16 to 74) of Internet banking services to other European countries and we found that the users of the Internet banking services in Romania are still far below the European average but the trend is an upward one. In this study we have focused our attention only on Internet banking, as it is the most commonly used payment instrument in the Romanian practice of remote access payment instruments. The indicators considered in this study were the Internet banking users and the Internet users. We have used the model of the simple linear regression to highlight the existence of a relationship between the variables. In this respect we used statistical data taken from Eurostat and Romanian Ministry of Communications and Information Society as well as data provided by the Romanian National Institute of Statistics for the period 2009-2014. The results of the model have pointed out the fact that the rise of the number of Internet users leads to an increase of the number of Internet banking users. [ABSTRACT FROM AUTHOR]

Copyright of Problems of Economy is the property of Research Centre for Industrial Developmen Problems of Nas and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Technological innovation and competition among existing banking organizations and new market entrants has allowed for a much wider array of electronic banking products and services. These include traditional activities such as accessing financial information, obtaining loans and opening deposit accounts, as well as relatively new products and services such as electronic bill payment services, financial "portals," account aggregation and business-to-business market places and exchanges. E-banking has been continuously growing as a new service during the last decade and is becoming a strategic necessity for banks. This paper describes a study about adaption of e-banking activities in a city of Bangalore. Using a sample of 184 students and staff from a Bangalore University this paper attempts to find out the different underlying dimensions of technology quality from e-banking customer perceptions. So, this study basically aims at finding the technology oriented service quality drivers of word of mouth, switching and repurchase intentions, the marketing variables which often are ignored in order to judge the effects on customer satisfaction and loyalty. [ABSTRACT FROM AUTHOR]

In order to provide better services to customers, banks have been using different types of online banking, ATMs, and CDMs. A very large proportion of bank customers use ATMs and CDMs for their routine operations. This study endeavors to gauge the customer satisfaction of ATM and CDM users using six dimensions-accessibility, convenience, efficiency, responsiveness, security & privacy, and reliability. These dimensions were selected based on the literature review and experts' suggestions. Questionnaire, having closed ended questions only and duly tested in a pilot study, was used for primary data collection. A research model has been developed which consists of the six dimensions as response variables and customer satisfaction as latent variable. Descriptive statistics and structural equation modeling (SEM) technics were applied. The results revealed that all the selected dimensions are found to be significant in influencing the customer satisfaction level. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings – The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications – This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value – This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics. [ABSTRACT FROM AUTHOR]

The changes new technologies have brought to banking over the past decade are enormous in their impact on the ways of doing business and providing customer services, most notably in the areas of customer service channels. Banks have been trying to move away from the traditional, branch-based and costly staff-assisted channels toward self-assisted channels, i.e. internet banking and mobile banking, to drive down costs and improve customer loyalty. How internet and mobile have reshaped the user experience of banking service channel? To provide valuable insights for this question, this research investigates and compares customer's channel choice behavior and profit changes from bank's branch closure. Applying the propensity scoring matching method, the results of analysis demonstrates that the mobile channel can be a realistic alternative to conventional branches. Also, the reserch result shows banks can reduce conventional branches while experiencing a positive implications on their profits from the customers. Another significant implication from the research is, to accelerate the shift to digital channels, banks need to put more efforts on developing functions in the mobile channel that will allow friendly interaction with customers and consultation, such as video consultation, interactive chat, and location-based product recommendation. [ABSTRACT FROM AUTHOR]

The share of the services offered via the Internet by nowadays banking companies is quickly growing, making of the understanding of online customers one of the major concerns. Data mining tools have proven their efficiency in addressing this challenge by providing unsupervised quantitative techniques to identify those segments of customers with similar characteristics. This paper will focus on segmenting an online banking customer base in a meaningful way for the business by enhancing an unsupervised quantitative technique approach with domain knowledge. Both traditional and knowledge-based approaches will be applied and evaluated. Thanks to an extensive description and discussion of the new insights, the complementarity of the two approaches is illustrated. [ABSTRACT FROM AUTHOR]

The purpose of this paper is to present a literature review of the e-service quality scales that would enable in the adaptation of a scale is that is specific to internet banking in India. This paper reviews the dimensions of a few scales considered for the purpose of this study that could be considered further for the impact of e- service quality on customer satisfaction and all the other dimensions of relationship marketing, such as commitment, trust and loyalty. It is important that banks, with the advancement of technology and availability of highly advanced and strategically placed competitors, identify what is it that motivates customers to stay with a commercial bank in the long run. This paper has attempted to put forth all the common factors that influence the customer perception of e-service quality. The paper attempts to define all the relevant dimensions of e-service quality that have been considered for questionnaire replication. The industry to which the study is limited is online banking. [ABSTRACT FROM AUTHOR]

Now-a-days banking is known as innovative banking. Developments in Information technology have given a rise to innovations in the product & service designing and their supply in the banking sector and finance industries, customer services and satisfaction are their centre point of all the efforts. One of the most important areas of banking where Information Technology has a positive influence so on substitutes for traditional funds movement services. With the advent of online banking, electronic funds transfer and other similar products & services for funds transfer within quick time which was impossible a few years ago. With networking and inter connection new problems are taking place related to security, privacy and confidentiality to e-banking transactions. Banking through electronic channels has gained increasing popularity in recent years. This system popularly known as E-banking provides alternatives for faster delivery of banking services to a wide range of customers. This study aims to collect customers opinions regarding this adoption of various e-banking technologies, it's importance and problems associated with e-banking in Brahmavar. Structured questionnaires addressing the various research questions were used coupled with personal interviews. The result of the research finding is that there is a high adoption level of e-banking technologies in Brahmavar with A TM well favoured. The internet banking is gradually gaining an increasing awareness but faced with the problem of high cost of internet connectivity and lack of telecommunication infrastructure. The study equally discovered that there are no enough security measures to protect Internet Banking. Owing to this, the researcher therefore recommended that e-banking transaction should have desirable properties like authenticity, confidentiality, Unforgivable and integrity coupled with provision of adequate telecommunication infrastructure and increased culture of internet usage. [ABSTRACT FROM AUTHOR]

From banks to insurance companies, financial services firms operating in today's tough market face a major challenge: to acquire customers efficiently and to effectively retain them. This problem can be solved with a tight focus on customer engagement, defined as the strengthening of the customer relationship across various touch points, from phone, online (email & web), and personalized & transactional correspondence to face to face contact. For firms that execute successfully on customer engagement, the payoff is impressive. Executing on a customer engagement model, "Relationship-building technologies" can help financial services companies drive growth by expanding a base of high-value clients. This paper aims to explain how financial institutions can use a step-by-step programme to deepen customer engagement and create an interactive, personalized and coordinated experience across channels. [ABSTRACT FROM AUTHOR]

As everything turns to its online format the service sector was also forced to render their services through online. The prime service sector called banking sector had no other way but to go with these waves. The very busy world have no time to keep their money safe or to keep look on through. So the banks run behind their customers through internet to serve them. But the customers being king of the market, always need more from their service provider to serve them. The study reveals the association of various dimensions of online service quality towards satisfaction of the online banking customers. A sample of thirty has taken for the study. The sample was operationally defined as those who regularly use online banking services. Structured questionnaire was used to collect the primary data. The satisfaction was measured in relation to the following dimensions of online service quality: Efficiency, Assurance, Privacy, Contact and aesthetic code. The results reveals that the online banking customers are satisfied with the services rendered. An interaction through this online methods could help to improve the e-CRM which would be the most innovative way to keep in touch with customers and thus maintaining them. [ABSTRACT FROM AUTHOR]

IT-based services management in organizations frequently requires the use of decision making approaches. Several multi-criteria and group decision making models have been proposed in the literature to facilitate this kind of processes. However, there are some important aspects when a large number of experts take part in group decisions, that have not been considered yet in organizational contexts, such as: the existence of multiple subgroups of experts with different attitudes and/or interests, the necessity of applying a consensus reaching process to make highly accepted collective decisions, and the problem of dealing with heterogeneous contexts, since experts belonging to different areas might prefer to provide preferences in different information domains. This paper presents an attitude-based consensus model for IT-based services management, that deals with heterogeneous information and multiple criteria. An example that illustrates its application to a real-life problem about selecting an IT-based banking service for its improvement is also presented. [ABSTRACT FROM AUTHOR]

This quantitative study seeks to find how impactful service quality is to retail banks. Two regional banks in the United States announced in their financial statements of a service quality imitative; therefore, this study measured both banks financial statement indicators starting three years before the service quality intervention and three years after the intervention. In the past literature, organizations used instruments to access this impact, but this study examined financial ratios and indicators to reach the conclusion. With the ever increasing competitive environment it is important to understand the meaning of innovativeness and culture of quality, and how to build quality into services provided and delivering those outputs to customers. It was, however, confirmed that over the course of six years, after the service implementation, there was significant growth in four out of the five major financial ratios and indicators. This gives evidence of the importance of leaders' ability to initiate a culture of market orientation, and a conscience and vision of consistently keeping quality at the forefront of the business. [ABSTRACT FROM AUTHOR]

Technology based self service banking (TBSSB) includes banking services that customers use independently without any interaction with the bank employees. Though banks have successfully launched TBSSB services (i.e. ATM Banking, Internet Banking, Tele Banking, Mobile Banking etc.), but their adoption among mature customers is still very low in India. In this study people above 50 years of age are considered mature. The purpose of this paper is to find the factors that affect the adoption or intention to adopt TBSSB by mature customers in India. For this purpose, various attributes affecting the adoption of TBSSB by mature customers have been explored. A survey has been used to collect primary data and 152 usable questionnaires were used for the purpose of analysis. Factor analysis procedure was employed to identify the underlying structure among the various explored attributes. This study will help bank managers in gaining insight of the critical attributes and factors affecting adoption of TBSSB, which in-turn will facilitate banks to redesign TBSSB services for mature customer as well as designing promotional activities to convince more and more mature customers to adopt TBSSB. [ABSTRACT FROM AUTHOR]

This study investigates themes that impact the non-adoption of internet banking by consumers in Australia. Qualitative data from a cross-sectional mall intercept survey of 311 non-users of internet banking in the Western Sydney region revealed that non-users are hindered by factors such as security, trust, risk, value, lack of resources, social influence, technology apprehension, interactivity, preference for other channels, routine, past use, and performance of the task by their spouse. The study has important implications for formulating effective strategies for service delivery channel management by implementing effective mechanisms to protect consumers' sensitive data through adequate control. The study also outlines important guidelines for practical solutions to reduce barriers to the adoption of internet banking, thus creating business customer value. The results provide bank executives, consultants, and academics with enhanced knowledge of the service areas they need to focus on to improve customer satisfaction, retention, and profitability in the financial services businesses. [ABSTRACT FROM AUTHOR]

Purpose – The main subject of the research is to study the internet banking quality dimensions that affect customer satisfaction from the consumer and provider perspectives. This bridges the gap between theory and practice which is part from contributing to the body of knowledge, thus improve the service quality dimensions to attain better quality of life. The aim of this study is to investigate how do users perceive e-banking quality dimensions in terms of their importance; how do decision makers in banks perceive and provide e-banking quality dimensions; whether each quality dimension directly affect users satisfaction of the service. Design/methodology/approach – Structured questionnaires were randomly distributed over 300 bank clients, 133 valid questionnaires were returned. Data were statistically analyzed using SPSS. Two key decision makers at the were interviewed to get the broader picture, where data were interpretively analyzed. Findings – Results were integrated allowing authors to show that service quality has significant effect on customer satisfaction. bank could be considered a success story that provides a guide line for decision makers in banks that are less fortunate in providing high service quality, thus help them better address their customers' needs. Research limitations/implications – The main limitation of this paper is that the research was conducted at one bank and thus a more comprehensive study, involving other banks in the industry could enable research generalize results. Originality/value – This paper provides a valuable stakeholder analysis regarding e-banking service quality dimensions as viewed and ranked by service providers and users. [ABSTRACT FROM AUTHOR]

Payment services constitute a two-sided market of payers (eg consumers) and payees (eg merchants). A new payment method needs to reach critical mass on both sides to become successful, which is not without difficulty. This paper analyses how this chicken-and-egg problem can be overcome through a combination of cooperation and competition between banks and other players involved in the payment chain. The emergence of e-payments provides insight into critical success factors and suggestions for successful introduction of new payment methods. [ABSTRACT FROM AUTHOR]

If banking operations are delineated on a timescale, two prominent phases may be identified--the pre-EBS and post-EBS eras. Slow service and time lags marked the pre-EBS era. Drastic changes in terms of the nature of day-to-day transactions and other operations mark the post EBS era. It will not be an exaggeration to say that post EBS era is the reincarnation of the banking system. The volume and speed of banking transactions shot up whereas crowds at the branches reduced significantly. The research article seeks to identify and elaborate the parameters that determine changes in the customer-- bank dealings before and after EBS era. Efforts have been made to describe the factors that have affected banking transactions in terms of turnover, service time or dissemination of information, etc. Identification of causes, developing their association with the parameters of changes and consequently the impact there upon form an integral part of this article. Appropriate quantitative tools have been used for the purpose of analysis. [ABSTRACT FROM AUTHOR]

This research intends to propose a conceptual framework that will investigate the impacts of internet banking needs, compatibility, convenience, and communication on customer adaptation to Internet Banking in the context of private commercial banks of Bangladesh. To test the framework, correlation and regression techniques have been applied to data collected from 187 customers of private commercial banks of Bangladesh. The results of the study indicate that importance of internet banking needs, compatibility, convenience, and communication are significantly and positively related to the dependent variable. The findings of this study suggest that in order to attract more users to internet banking, it is not going to be enough only to introduce an internet banking system, these private commercial banks need to develop the belief of usefulness of the system among their users. The importance of internet banking needs and the ease of using it should be acknowledged by demonstration on trial basis. Limitations and implications for practicing managers and for future research are also discussed. [ABSTRACT FROM AUTHOR]

In the changing economic scenario and in the face of severe competition, banks are fast assuming the role of financial supermarkets. It has been necessitated by the growing need for one-stop outlets, offering diverse financial products and services to the customers. These changes around the world are dedicated to technology, which is considered as the key driver for the changes and provides a huge support and tremendous impetus to the speed and efficiency needed to deliver variety of customer services. The study revealed that the current usage and growth rates in the use of E-banking services also confirm the huge potential of digital technologies for the banking sector. The present study is an attempt to investigate empirically various factors affecting the adoption of E-banking services. The factor analytic methodology has been used to analyze the benefits of E- banking for based on responses received from the customers who use E- Banking Services. The default solution resulted in extraction of nine factors. [ABSTRACT FROM AUTHOR]

This paper seeks to investigate from customers, perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer perceived value, customer satisfaction, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain). Design/methodology/approach The main research target consists of e-banks operating in the region of Catalonia (Spain), besides customers who regularly use Internet to do their banking. Self completed questionnaire was designed from a blend of existing constructs. An analysis of variance (ANOVA) was performed to a convenience sample of 428 customers of e-banking services (123 of them reported a complained about the service) and 16 banks. Findings The results reveal that e-banking customers in Catalonia were not sensitive to the usage of ISO 9001. However, customers from banks that do not implement ISO 9001 perceived that the prices of the service available on their bank site were more economical. Research limitations and implication this study was done only in Catalonia expandability might be restricted. Further investigation may be done in Spain as a whole or in different countries and settings. Originality/value based on literature reviews, this study will be one of the first to carry out such research from customers, perspective and more specifically in Catalonia. The results of the study were useful in validating previous findings. [ABSTRACT FROM AUTHOR]

Debate about the role of the branch office in the retail banking business is nothing new. The discussion of branch existence has been going on since the appearance of the internet, mobile phone. Despite the development of new distribution channels and falling number of customers, the branch is by no means dead! In fact, surveys and studies have consistently shown that it remains the customers' preferred channel: they still value face-to-face discussions with their bank officer. Currently the branches contribute to about 85% of sales. The branch needs to evolve so that it provides customers with a powerful and attractive alternative to the other channels that are appearing. What is the role of branch in the multichannel banking? Banks should have the ability to deliver the right service, at the right time in the right channel. [ABSTRACT FROM AUTHOR]

The article describes the impact of mobile and internet banking services to the behavioral intention of consumers in the banking sector in Malaysia through empirical analysis. The study found several propositions about the role of innovative business solutions in the banking sector to adapt to the changing customer needs. The study also revealed that innovative mobile services may also attract prospective customers while raise exit barriers for existing customers.

Purpose - The purpose of this paper is to examine the role of situation normality cues (online attributes of the e-banking web site) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer's evaluation of the trustworthiness of e-banking and subsequent adoption behaviour. Design/methodology/approach - Data were collected from a survey and a usable sample of 202 was obtained. Hierarchical moderated regression analysis was used to test the model. Findings - Traditional service quality builds customer trust in the e-banking service. The size and reputation of the bank were found to provide structural assurance to the customer but not in the absence of traditional service quality. Web site features that give customers confidence are significant situation normality cues. Practical implications - Bank managers have to realise that good service at the branch is a necessary condition for the promotion of e-banking. They cannot rely on bank size and reputation to "sell" e-banking. Originality/value - This is the first study that examines how traditional service quality and a bank's size and reputation influences trust in e-banking. [ABSTRACT FROM AUTHOR]

Banking involves a variety of risks. Under Basel II, the main risks are the monitored credit risk, market risk and operational risk. Frequently, operational risks are underestimated, considering that they would not affect the optimal activity of a bank. However, past experience of some credit institutions have shown that operational risk is an important cause of financial losses in the banking sector. Operational risk is generated by a complex of factors that manifests primarily as a result of direct customer interaction with the credit institution. In this context, the provision of e-banking services reduces direct contact with bank customers and thus reduces potential losses arising from operational risk. In sum, we consider it necessary to be aware of the link between operational risk and e-banking services promoted by banks and of the importance of this connection especially in a financial environment affected by the financial crisis. [ABSTRACT FROM AUTHOR]

Copyright of Quality - Access to Success is the property of Romanian Society for Quality Assurance (SRAC) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Internet banking is booming in Jordan and it is lime for banks and customers to reap the benefits from such technology. Bank customers' propensity to use internet banking is dependent on their attitudes towards such technology. This work validates an Arabic technology acceptance instrument through a rigorous process so that banks can belier understand the factors that affect the customer's intention to use the internet banking technology. The work utilized the backward translation method and developed an Arabic instrument for eleven constructs that yielded an acceptable level of reliability. Conclusions, implications and future work are provided at the end of the paper. [ABSTRACT FROM AUTHOR]

The purpose of the study was to empirically investigate the factors that influence US consumers' attitudes toward and use of electronic banking (e-banking) and to explore the reasons that a magnitude discrepancy exists between the impact of the specific factors on consumers' attitudes and the impact on their actual behaviours. Using the data from the 2003 Survey of Consumers commissioned by the Survey Research Center at the University of Michigan, the current study found that consumers' perceptions of the characteristics of e-banking, namely the perceived advantages and problems, had different impacts on consumers' attitudes toward and their use of such service. While the perceived problems were more important in forming consumers' attitudes toward e-banking, the perceived advantages had the greatest impact on consumers' use of such service. The conclusions and discussions section also includes theoretical and practical implications drawn from the results.Journal of Financial Services Marketing (2008) 13, 150–163. doi:10.1057/fsm.2008.10 [ABSTRACT FROM AUTHOR]