• The Journal of Asian Finance, Economics and Business
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• 제9권10호
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• pp.251-264
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• 2022

This study explores e-banking variables that affect client satisfaction in the Saudi Arabian banking industry spanning three dimensions: reliability, security concerns, and efficiency, which were chosen as predictors of customer satisfaction in the e-banking industry. A field survey using a self-administered questionnaire as a data collection instrument was adopted to collect the required data from a convenience sample of 250 participants of Saudi banking customers. The overall fit of the hypothesized model was tested using linear regression to find the rate of the independent factors' impact on the dependent variable. The study's findings revealed that there is a statistically significant relationship between the three dimensions and customer satisfaction in Saudi e-banking, with the largest impact being that of reliability, followed by efficiency, and finally security concerns. Also, the study found there was a significant difference in reliability which was considered more important for Saudis and there was a significant difference in efficiency, which was considered more important by males. The findings of this study suggest that these three dimensions are instrumental in e-banking customer satisfaction and that banks can gain a competitive edge by providing better services in these dimensions to sustain and develop their performance in the increasingly globalized banking industry.

• Asian Journal of Business Environment
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• 제8권2호
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• pp.5-13
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• 2018

Purpose - The aim of this study is to investigate the problems, challenges, opportunities and future prospects of Islamic banking and finance in the UK. However, this study brings forward into 3 main purposes. Firstly, to explore the development of financial institutions, products and regulatory reforms. Secondly, to find out the performance of Islamic banking institutions. Lastly, to identify the problems, challenges and Islamic banking future prospects. Research design, data, and methodology - An in-depth literature review was carried out to fulfil the research objectives. Results - The findings point out the basic problems of Islamic banking industry in UK such as unfavorable regulatory environment, unfamiliarity with the Islamic Banking System, lack of portfolio management, absence of liquidity instruments, in need of professional bankers, and blending of approach of Islamic scholars with the approach of the conventional bankers. The findings also indicate that there are greater opportunities in the UK for development and growth of Islamic financial system because Muslim community is eager to take financial products. Conclusions - It is hoped that issues pertaining to Islamic banking products can be resolved through consensus of Shariah scholars. There is need to educate the Muslim community about Islamic financial products and service.

• 동아시아경상학회지
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• 제3권2호
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• pp.13-20
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• 2015

Online or e-banking has been adopted as key banking innovation in Uganda adopted by all financial institutions in the country. This research explored the state of e-banking and its efficacy in Uganda banking industry. A correlation analysis approach was adopted for this research. In Uganda, the banking sector has been liberalized with telecommunications allowed to effect e-banking and ecommerce transactions. The study concentrated on the periods of years 2011/2012 and 2012/2013. Findings from this research revealed that BOU uses UNISS for real time gross settlement (RTGS). Since its adoption a +1 coefficient correlation was realized. With the use of mobile money, also a +1 coefficient correlation was achieved for the period under consideration. As regards the use of e-cheques, there was a drop reflected by -2.8 percent which could have been attributed to perception of the users, though there was a +1 coefficient correlation when considering e-cheque transactions and the monetary value. The use of EFT in Uganda generated a +1 coefficient correction considering the number of users and the monetary value involved. Bank of Uganda should work hard and make or go live with electronic banking supervision software which would aid them with their supervisory roles.

• 한국산업정보학회논문지
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• 제13권2호
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• pp.35-46
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• 2008

본 연구는 사용자가 급속히 증가하는 모바일 뱅킹 서비스 품질 측정을 통해 도출된 주요 요인을 기반으로 모바일 뱅킹 서비스의 전략을 도출하였다. 이를 위해 SERVQUAL 모형과 중요도-성과 도구를 활용하였다. 우선, 선행연구를 통해 모바일 뱅킹 서비스의 주요 요인을 SERVQUAL 모형을 이용해 사용자 만족에 영향을 주는 보증성, 고객지향성, 유형성, 신뢰성의 4가지 차원으로 분류했다. 이 요인들을 바탕으로 전략을 도출하기 위해 중요도-성과 분석을 실시하였다. 분석결과 사용자 만족에 가장 영향력이 높은 보증성 차원은 기대치는 높은데 비해 실제 성과가 낮아 중점개선부분으로, 고객지향성 차원은 기대와 성과가 모두 낮아서 만족도를 제고할 필요가 있었으며, 유형성 차원은 사용자가 실제 얻는 성과 수준은 높으나 기대치 수준은 그에 미치지 않아서 현재 수준 유지전략을, 신뢰성 차원은 성과도 높고 기대도 높아서 지속적 관리가 요구되는 전략이 필요함을 확인하였다.

• 유통과학연구
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• 제15권1호
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• pp.57-70
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• 2017

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson's correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members' satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members' relationship with customers is improved by the members' satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

• 한국전자거래학회:학술대회논문집
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• 한국전자거래학회 2005년도 e-Biz World Conference 2005
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• pp.201-206
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• 2005

Our goal is aimed at positive-analyzing how quality level of mobile banking service is composed of by 22 questions from SERVQUAL of existing PZB. As a result of positive-analysis, 4 different factors-reliability, empathy, tangibilities, assurance- were deduced, different with 5 levels. Responsiveness is absorbed other dimensions. Also, we tried to find out the appropriate method between SERVQUAL method, showing the difference between the consumers' expectations and the assessment of the actual performance, and model of SERVPERF, measuring performance recognized points while dealing with the concept of SERVQUAL to scale the service qualities of mobile banking.

• The Journal of Asian Finance, Economics and Business
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• 제9권2호
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• pp.217-227
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• 2022

The main purpose of this study is to analyze the adoption and use of mobile banking by university students and its potential determining factors. This study comprises 259 completed questionnaires answered through an online survey method. The respondents are Mongolian university students who have experience in using mobile banking applications. Young adults rely heavily on technology and are more likely to adopt mobile banking applications; however, there is limited research on the acceptance and use of mobile banking applications among this cohort, particularly from the perspective of Central Asian developing economies. Through using the SmartPLS 3.3 software, confirmatory factor analysis was conducted to evaluate the construct and structural equation modeling. The main results indicate that performance expectancy, effort expectancy, social influence, and facilitating conditions are the main constructs related to mobile banking technology acceptance; perceived security positively impacts perceived trust. Moreover, perceived trust is the construct of the use of mobile banking technology by the university students who responded to the questionnaire. However, the relationship between perceived risk and use behavior was not accepted.

• The Journal of Asian Finance, Economics and Business
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• 제7권11호
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• pp.75-81
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• 2020

This study aims to empirically test the effect of liquidity and adequacy on bank performance through interest rate risk and credit risk. Capital adequacy and liquidity are variables that can affect the ups and downs of opinion, where the bank's performance in this study is the dependent variable. Good credit distribution can minimize the occurrence of defaults. This study uses banking companies in Indonesia that are listed on the Indonesian stock exchange, with a total number of 43 banking companies, this study however, uses only 30 companies ranging from years 2014 to 2019, primarily due to the availability of the limited data. The data analysis techniques used in this study is PLS-SEM with the WarpPLS application. The research results show that capital adequacy and liquidity has a positive effect on bank performance, interest rate risk and credit risk can mediate capital adequacy on bank performance, interest rate risk can mediate liquidity on bank performance, and interest rate risk has a positive effect on bank performance. However, credit risk can't mediate liquidity on bank performance and credit risk does not have a positive effect on bank performance. This is in line with the commercial loan theory, shiftability theory and the doctrine of anticipated income, which explains how best to give credit, both in longer and the shorter term.

• The Journal of Asian Finance, Economics and Business
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• 제7권12호
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• pp.895-907
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• 2020

Information transparency ensures that market players all have the opportunity to access the same information to come up with their assessment of the banks' financial situation, performance and risks to reach effective investment decisions. This research is conducted to investigate the levels of impact of determinants on information transparency by examining the case studies of Vietnamese commercial banks. This study combines both qualitative and quantitative research methods, based on interviews of 32 specialists in banking, accounting and auditing fields, which were conducted to explore determinants influencing information transparency and to develop measurement scales. Then, a survey of 160 managers of commercial banks, audit firms, and accounting managers of firms who frequently had transactions with banks was carried out to investigate the statistical significance of these determinants. The results show that, out of seven determinants that have significant impacts on the banks' information transparency, commitment from banks' senior management regarding transparency in information disclosure has the highest impact, followed by state governance, auditing, information infrastructure, credit rating agencies, personnel and bank performance. Accordingly, we provide some recommendations for improving information transparency in the Vietnamese banking industry context as a case study and in emerging countries context in general.

• 유통과학연구
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• 제21권10호
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• pp.63-75
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• 2023

Purpose: This research delves into the relationship between self-leadership and procrastination behavior in banking distribution networks. Based on the self-determination theory, the study explores how organizational commitment mediates the relationship between these variables. Moreover, the research considers the vital role that intrinsic motivation plays in enhancing and reinforcing these connections. Research design and methodology: Using data from 384 bank employees and partial least squares structural equation modeling, the research found evidence to support the theory. This methodological approach enabled the investigation to uncover the intricate links between self-leadership, procrastination behavior, organizational commitment, and intrinsic motivation. Results: The findings strongly support the hypotheses, indicating a negative association between self-leadership and procrastination behavior at the workplace; conversely, a positive correlation was found between self-leadership and organizational commitment. The discovery further strengthens the results that intrinsic motivation amplifies the positive relationship between self-leadership and organizational commitment. Conclusions: This research underscores the importance of cultivating a culture of self-leadership among banking distribution network employees. By doing so, procrastination can be substantially reduced, enhancing both productivity and overall performance. The study's insights are particularly valuable for organizational leaders in the banking sector, as they provide actionable pathways to foster a more committed, motivated, and efficient workforce.