• East Asian Journal of Business Economics (EAJBE)
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• v.5 no.1
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• The Journal of Economics, Marketing and Management
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• v.7 no.2
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• pp.15-23
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• 2019

Purpose - This describes a comparative study about the Online banking system between developing country (Bangladesh) and developed country (South Korea). Research design, data, and Methodology - Use comparison as the descriptive situation, secondary data were used to determine the differences between both countries with respect to Online banking. And also show the representative cases of online banking, kakao bank and bKash. Result - The results showed that the data indicate that both nations are dissimilar in providing basic and additional services offered by their traditional commercial banks. And different cultures and traditions in financial industry will play a major role in the adaption and development of online banking industry among different nations. Belief on lack of effort on educating the consumers toward online banking further affected the usability of online banking in both countries. Conclusions - this comparative study provides insightful guidelines for the future development of online banking industry in developing nations and worldwide. Also, managerial and empirical implications are discussed with suggestions for future research.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.7 no.5
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• pp.1213-1235
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• 2013

In this paper, we investigated the factors affecting the intention to use smartphone banking with a research model based on the Technology Acceptance Model (TAM) extended to include security risk, trust, and self-efficacy. With analysis after controlling factors such as age, gender, and previous experience of smartphone banking that may have effects, we conclude that perceived usefulness, perceived ease of use, security risk, and trust have direct effect on the intention to use smartphone banking, and self-efficacy has indirect effect on the intention to use through mediation of perceived ease of use. We performed a study to check the validity of TAM in the context of smartphone banking, and confirmed that perceived ease of use has both direct and indirect effect on the intention to use.

• Proceedings of the Korea Database Society Conference
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• 2010.06a
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• pp.249-264
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• 2010

Mobile banking is a subset of electronic banking which underlies not only the determinants of the banking business but also the special conditions of mobile commerce. Nowadays wireless networks are being evolved and diversified. In this situation The wireless e-commerce is in the limelight on new profits of Carriers. Because of this situation, the importance of mobile billing service is being emphasized. This paper searches the definition and service types of mobile banking, and suggests status and prospects of domestic mobile banking. We suggest the basic direction, the stage of development and functions of services by analyzing the cases of Nonghyup's. Finally we derive the critical factors from those and suggest the effect of introduction and the direction of development. From the customer perspective, mobile banking has many strengths. For example, it allows that all customers access banking service at anytime, anywhere more easily than telephone banking or pc banking. And it reduces the time and the effort for using the service. It enables the company to make a business against global customers. On the other hand, from the company perspective, it has a lot of potential that affect market share and reduce the costs of human and material resources which used to operate and support branches. However, it needs many efforts to reach at the stage of completion. And We will have to solve the problems that develop many contents, expend the range of services and raise the service convenience.

• The Journal of Asian Finance, Economics and Business
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• v.5 no.1
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• pp.17-27
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• 2018

In 21^st Century business world, services are carried out in multifaceted, competitive and rationality manner that are characterized by evolving many factors, which are often unpredictable. On-the-go banking is a product in financial sector. However, it faces serious pitfalls being it riskiness. Bank customers compete for time-saving options. On contrary, PCBs compete for marginalizing its operating costs for enhancing its revenues. On strategic tactics, PCBs targets city customers in multi-facets including offering incentives for enhanced usages of on-the-go banking. Influencing customer's intention, attitude and behavior in banking, PCBs also offers incentive under market system along with often informational asymmetry. However, it causes exploitation. In most cases customers don't read terms & conditions of services. They don't save contract-copy. These weaknesses cause abuses. Customer faces hidden charges, extra fees, account hacked. Addressing the issue, Voluntary Insurance Option is proposed where PCBs will introduce it as a product of bank-services. Transferring risk away from customer will benefit both PCBs and bank-customers. This product can attract new customers who were on the brink using digital banking but just felt it was too risky. This model can facilitate the parties involved for increasing usage of on-the-go banking-services while customers can maintain optimal utility of usages.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.4
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• pp.381-389
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• 2022

Studies examining the interplay between brand transgression and brand forgiveness is notably sparse especially in the context of Southeast Asian banking customers. The purpose of this research is to add to the existing literature by examining the impact of brand transgression, which is represented by negative past experience image incongruence, and corporate wrongdoing on brand forgiveness among Islamic banking customers in Malaysia. The increasing surge in interest in unfavorable brand relationships has sparked concerns about its impact on brand forgiveness. As a result, this theoretical argument, which lacks empirical proof, has to be statistically tested. The current study was conducted utilizing a non-probability purposive sampling technique among clients in the Klang Valley who had poor experiences with Islamic banking services. Data analysis included descriptive statistics, exploratory factor analysis, and multiple regression on a total of 211 valid replies. The findings show that two elements of brand transgression, image inconsistency, and corporate wrongdoing, have a major impact on brand forgiveness. However, the other dimension namely negative past experience was found to be non-significant to brand forgiveness. Research implications and directions for future studies are also discussed in this paper.

• Asia pacific journal of information systems
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• v.19 no.4
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• pp.1-28
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• 2009

Banking industries have continuously innovated through technology-enhanced products and services. Many studies have recognized the importance of the Internet in banking industries, arguing that it has been widely adopted. Many studies published on the Internet banking in specific countries are mostly related with such issues as internet banking adoption and acceptance, security and risks of online banking system, and interface design. Several studies have been done to examine the differences and similarities between other banking channels and the Internet banking. However, to the best of our knowledge, only a limited number of studies has examined the differences and similarities between two specific countries in order to create a new customer satisfaction model. In this research, we studied the internet banking satisfaction model by comparing two countries: South Korea and Indonesia. We conducted an empirical study based on the data collected in both two countries. In this research, we found that countries which have adopted electric banking services, particularly between a country with high ICT adoption and a country with low ICT adoption, show different satisfaction trends. Based on the study results, herein we provide discussion, managerial, and practical implications.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.9
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• pp.49-59
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• 2022

Based on assessing the impact of factors on the business efficiency of construction enterprises, the research team proposes policy implications to improve the business performance of listed construction enterprises in Vietnam in the coming time. The study used secondary data collected from the audited financial statements of 25 enterprises listed on Vietnam's stock market in the period 2015-2021 to estimate the factors affecting the business performance of construction enterprises. After collecting, the data will be encrypted and checked. The article uses a quantitative research method by using a linear regression model on Eviews 10 to analyze the data and analyze the impact of factors on the business performance of construction enterprises listed on Vietnam's stock market. The research result shows that firm size and growth rate positively affect business performance while capital structure, receivable management, fixed asset investment, and economic growth have a positive impact on the business performance of construction companies listed on the Vietnamese stock market. Based on this result, the paper also makes recommendations to the Vietnamese construction companies to enhance their business performance.

• The Journal of Asian Finance, Economics and Business
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• v.4 no.3
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• pp.19-26
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• 2017

Banks play a crucial role in bringing stability and economic development through their expected contribution in proper financial resource mobilisation across the economy. Despite the importance, there is little focus in recent literature which provided the empirical evidence how the global financial crisis affect the bank efficiency in Bangladesh. Thus, this paper aims to examine the effect of the global financial crisis and other factors on the efficiency of Bangladesh commercial banks. By employing the Data Envelopment Analysis (DEA) method, we computed the technical efficiency of individual banks operating in the Bangladesh banking sector during 2000 to 2013. The empirical findings indicate that the Bangladesh banking sector has exhibited the highest efficiency level during 2001, while efficiency seems to be at the lowest level during 2010. The study finds that crisis along with bank size, capital adequacy ratio, return on average equity and real interest rate have a significant effect on bank efficiency in Bangladesh. In order to keep the sound financial development of Bangladesh, banks operating in the Bangladesh banking sector have to consider all the potential technologies which could improve their profit efficiency levels, since the main motive of banks is to maximise shareholders' value or wealth through profit maximisation.

• Asia-Pacific Journal of Business
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• v.12 no.4
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• pp.153-161
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• 2021

Purpose - In this study, we tried to find out the determinants of the customer satisfaction in using mobile banking applications. Design/methodology/approach - We conducted an empirical study for hypotheses testing through the analysis using survey data of experienced users in Mongolia. In this study, reliability test, factor analysis, and regression were conducted using SPSS 26.0. Findings - We found that the customer's perception of information quality and system quality in using the mobile banking application is positively associated with the customer satisfaction. in addition, it was found that the convenience in using banking applications is also positively related with the customer satisfaction. Research implications or Originality - Based on the results of an analysis, it was confirmed that the quality of the banking applications is important in retaining customers. the number of viewers is found in most American films released in Korea.