• 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 Asian Finance, Economics and Business
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• v.8 no.4
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• pp.849-855
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• 2021

The purpose of this study is to analyze and compare Islamic commercial banks and Islamic banking units with the stochastic frontier analysis (SFA) method during 2014-2018. The data in research using Islamic commercial banks and Islamic banking units. There are 10 Islamic commercial banks and 5 Islamic banking units that meet the criteria of purposive sampling. The calculation of efficiency level using the SFA method with the function of production shows that Islamic commercial banks and Islamic banking units always experience an increase in efficiency every year with the average level of efficiency of Islamic commercial banks being 0.43994, while the average rate of efficiency of Islamic banking units is slightly higher at 0.47654. This shows that Islamic banking units are slightly more optimal in generating total financing in the period 2010-2014. The test results using Independent Sample T-Test can be concluded that there is no difference in the efficiency value between Islamic commercial banks and Islamic banking units. Operating costs are not significant and have a positive effect on the total financing; total assets have a significant effect and a positive impact on total financing; labor costs are not significant and have a negative effect on total financing.

• Journal of Digital Policy
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• v.2 no.1
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• pp.1-7
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• 2023

In China, commercial banks have launched mobile banking one after another, and the homogeneous products make the competition of mobile banking extremely fierce. Mobile banking monthly active users (MAU) is an important indicator to evaluate the operation results of mobile banking. How to improve mobile banking monthly active users is a problem faced by commercial banks. The purpose of this study is to explore strategies to increase monthly active customers of mobile banking with the help of vending machines. This research is carried out through the literature method and case method. The research results show that the use of vending machines can not only effectively increase the monthly active customers of mobile banking, but also realize the differentiation strategy to occupy the mobile banking terminal market. At the same time, this study is helpful and instructive for commercial banks to develop their business.

• Journal of Distribution Science
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• v.20 no.8
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• pp.69-79
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• 2022

Purpose: In the context of the emergence of industry 4.0, using mobile phones as a modern distribution channel to execute financial services is a significant solution for commercial banks' retail services and a gateway to promote financial inclusion and market development. Despite that service quality and customer satisfaction are two diverse notions and closely related to each other in the service sector, there is hardly a research which empirically examines the impacts of each dimensions of mobile banking service quality and customer satisfaction. Research design, data and methodology: This study first employs in-depth interview to explore various aspects of mobile banking service quality dimensions, including empathy, responsiveness, tangibility, assurance, and reliability that serves to develop measurement scales and hypothesis development. A quantitative survey is followed to collect data from 265 Vietnamese bank customers to empirically test the conceptual model. Resutls: Our findings indicate that more human-related factors including empathy, assurance, and responsiveness show the strongest impacts on customer satisfaction with mobile banking service while tangibility and reliability, as technical aspects, are less influential factors. Conclusions: Finally, some crucial implications are drawn for the banks to manage consumer behavior in mobile banking.

• KDI Journal of Economic Policy
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• v.38 no.1
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• pp.53-70
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• 2016

This paper examines market concentration and its effect on competition in the Chinese commercial banking market. This study also investigates how changes in competition have affected the financial stability of Chinese commercial banks. To test the competitive conditions, we obtained the H statistic of the Panzar-Rosse model from a revenue function equation. The degree of financial stability is estimated by the Z-score formula. The Chinese banking industry has become an increasingly less concentrated market with an increased number of banks. Along with a decreased market concentration, competition in the Chinese banking industry has improved moderately. However, its market structure is still far from a competitive market. An individual bank's ability to earn higher markup or charge a higher net interest margin contributes to its financial soundness, although a higher degree of market concentration may have negative effect on the financial stability of the entire banking system.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.353-361
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• 2021

The aim of this research is to understand and analyze the ways in which the current digital financial technology is impacting on the financial payment system provided by most of the commercial banks in Indonesia. This research analyzes the variables such as perceived ease-of-use, perceived usefulness, and perceived value on customer's intention to use in relation to the variable of trust as the intervening variable. The data collection is done through distribution of questionnaire; the population of this research consisted of the commercial banking customers located in Jakarta, Indonesia. The sample determination is done through Purposive Sampling and the analysis technique is using Partial Least Square (PLS). The results show that perceived ease-of-use, perceived usefulness, and perceived value have positive and significant effect on intention to use the mobile banking system; perceived usefulness of the application has the most significant influence on intention to use compare to the perceived of ease-of-use and perceived value of the mobile banking system. The results also indicate that, even though the mobile banking system has offered several benefits to the customer, yet it was not actively used by the banking customer compared to other commercial bank's mobile banking system in Indonesia.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.12
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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.

• Asia pacific journal of information systems
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• v.9 no.1
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• pp.39-58
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• 1999

This study examines whether expenditures in information technology (IT) are associated with increases in Tobin's q ratios, a measure of management performance, in the banking industry. The association between IT expenditures and Tobin's q ratios is different, depending upon the banks' size (national vs regional) and strategic orientation (wholesale vs retail), in the Korean commercial banks for the period studied 1990-1996, For national commercial banks which have more clients and electronic banking systems than regional banks, IT expenditures appear to increase Tobin's q ratios. This may indicate that IT is linked to the ability to achieve economies of scale or network effects when large banks use IT as a strategic tool. The association between IT expenditures and management performance measures is also positive and statistically significant for retail-oriented banks. This research makes two important practical contributions with respect to financial reform. First, the evidence suggested that Korean commercial banks need to apply IT strategy in conjunction with restructuring strategy to be a super-bank and, hence, reap substantial competitive advantage from IT applications. Second, since the government recently encouraged commercial banks to increase credit loans as a means of financial reform, most banks tend to focus on retail banking. IT used in the retail banking sector contributes to improve management performance as the evidence suggested.

• 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.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1171-1180
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• 2021

This study aims to investigate the impact of the multimarket contract on risk-adjusted profitability. Risk-adjusted profitability is measured in terms of risk-adjusted return on assets. This study employs dynamic panel data of 27 commercial banks in Vietnam using the GMM estimator to test the multimarket contact hypothesis in the Vietnamese banking sector. The results show that there is a negative impact of multimarket contact on the profitability of banks. Multimarket contact, deposit to asset ratio, non-interest income to total income, GDP growth rate, Worldwide Governance Indicator (WGI), and operating cost to assets are the major determinants of risk-adjusted profitability of commercial banks. Our main findings show that Vietnamese banks' focus to increase the multimarket contact may lead to lower profitability and there is evidence that supports theory predictions, since the average number of contacts among banks, bank size, and capitalization are positively related to risk-adjusted profitability. The study has policy implications for commercial banks in that they should not only focus on interest as a source of income and diversify their income source from non-interest income as well since it helps to improve risk-adjusted profitability for them.