Generation and Evaluation of Options

So as to keep customer satisfied every banker tries to provide superior services. Competition among Islamic bank rises due to the development and growing popularity of Islamic banking product in Pakistan. In the recent age Islamic banks had to face numerous challenges. First of all they have to compete with the peers and secondly they have to cope with conventional banking. Yi (1990) stated that when customers utilize any service their satisfaction is the outcome of a cumulative of perception, evaluation and psychological thinking. In the banking sector there is numerous research that evaluate customer satisfaction. towards services (Anderson and Sullivan., 1993; Brenhardt, Donthu, and Kennett, 1994; Bedal and Power, 1995; Holliday 1996; Despensa,

The aim of this project is to make a concrete emphasis on the internet banking services of Erste Bank, Hungary. Taking into consideration its customer services, which will assist me in answering the thesis question. The e-banking of Erste Bank will be analyzed using SWOT, the SWOT analyses will give us the summary of the strengths, weaknesses, opportunities, and threats in the

The threats and opportunities in the e-banking line are increased due to the introduction of internet. The threat of e-banks and the point of equality concept are very highly used by the current competitors. There are rivals such as CIMB clicks, Hong Leong online banking and many more which cause Maybank2u.com unable to monopolize the market. As a consequence, the customers can exchange brands easily. Moreover, the customer of Maybank are likely to concern with the safety matter of online banking. They prefers to do transaction in the classic ways more than online banking due to their lacking of confidence toward security and safety matter of online banking. They are scared of hacker that might intercept their information. But other than that, the bank may significantly affected by the present macroeconomic situation across the global and adjustment in economic policies in South East Asian countries. This happened because Maybank’s goal is to widen Islamic business in markets such as Singapore and Indonesia as part of their target on the ASEAN

Moreover, bank would able to enhance the usage of internet banking by adding more services as customers required. Other actors concerns, among banks, their customers will be delighted by improving their services to their own customers. Then, actors like supermarket, shopping complex also able to gain from the internet bank usage of customers since it reduce the cost of transaction, unnecessary rush in the counters and it will help them to provide better service to the

The multichannel banking customers connect with the bank through various channels - branch, mobile, online, call centre, ATM. However, the consumers don’t get the same service quality across all channels. Banks recommend their customers to use the channel that is the most cost effective. In most banks, the banking channel processes function in a silo. As a result, consumers are provided unwanted products or inefficient service via multiple channels. For e.g., a loan is provided via online/mobile and banking channels even if the consumer is not interested in the loan.

Aijaz ,Shaikh & Karjaluoto (2014) carried out a literature review on mobile banking adoption. In their research report journal they acknowledged that e-commerce continues to play a significant role in the international business environment. They further stated that technologies and applications now focus more on mobile commerce, mobile computing among others. Consequently, mobile banking has been considered an instrumental channel of distribution and therefore research focus on its adoption. By the year 2017 there is a prediction that over 1 Billion people will be using mobile banking globally which is a representation of 15% of the overall number of mobile users. Statistics also indicate that around half of the overall number of mobile subscribers is unbanked. This therefore indicates growth opportunities for the banks and a current slow trend in adoption of the mobile banking application.

Descriptive survey type of research was used because this method or type of research is commonly conducted to collect detail description of existing phenomena with the intent of' employing data to justify current conditions and whenever possible to draw valid general conclusions from the facts discovered (Koul, 2006). As it fits to the purpose of the study, this research design was used to assess the quality of service delivery by asking customers about their expectations with regard to the bank's service and their perception on the actual service delivered by the bank and finally to compare and contrast the two for the sake of reaching up on discrepancies, if any.

The use, acceptance, adoption and application of internet technology to businesses to boast their performances are not something new. Saffu et al., (2008), states that there has been a significant increase in the use and application of e-commerce in businesses in the past decade. E-commerce has benefits such as reduction in costs, increased business opportunities, reduced lead time and providing more personalized service to the customers (Turban et al., 2008). Internet banking or e-banking is one of the many tools of e-commerce adopted by the banking industry. Tools of information technology such as internet banking have significantly improved the quality of services offered by the banking

Technology is developing so rapidly that it has started to affect different aspects of the society especially business. Online business was invented in 20th century in the UK and has quickly spread all over the world. With an increasing popularity of the online shopping, more and more retailers start to sell online, which makes the marketplace become more competitive. In order to be successful, it is important for the retailers to understand the most important factors that satisfy the customers when they purchase online. Once the level of the e-satisfaction increases, the purchase intention will increase and online retailers can gain more profit. Among all the factors that will potentially affect online satisfaction, the aim of this essay

The increasing demand of electronic transaction to meet the needs of customers to be media to serve and improve the service for customers. The Company’s commitment is the expansion of the Company will be directed to continue to enter the “next level”, thus becoming a national bank with high and sustainable profit growth (“A Strong Sustainable and Profitable Bank”). The Company becomes greater in terms of assets and earnings, stronger in terms of capital, and better in terms of service. The Strategic policy established to support company is very strategic commitment to 2014 among others is develop and Improve the quality of service This was among others conducted through improving electronic banking to improve corporate image and fee-based income, as well as services to customers in e-banking

The high quality relationship with customers is the main influence of a successful service provider (Panda, 2003) “which determines customer satisfaction and loyalty” (Jones, 2002 as cited by Lymperopoulos et al., 2006). Organizational outcome such as performance superiority is primarily influenced by the service quality (Poretla & Thanassoulis, 2005), “increasing sales profit” (Levesque & Mc. Dougal, 1996; Kish, 2000; Duncan & Elliot, 2002) and “market share” (Fisher, 2001), progressing customer relations, improving corporate image and promote customer loyalty (Newman, 2001; Caruana, 2002;). “Furthermore, service quality and customer satisfaction were found to be related to customer loyalty through repurchase intentions” (Levesque & Mc. Dougall, 1996; Newman, 2001; Caruana, 2002). Banks must convey quality service to ensure success and survival in today’s competitive banking. It is logical that a satisfied customer will become at the end… a repeat purchaser and a loyal buyer for many causes. This relationship between satisfaction and buyer

Consumer satisfaction is the core goal of most organizations and companies, as customer satisfaction leads to successful organizations. One measure of customer satisfaction is service quality. In service quality, customers compare the quality of the product after usage to that of their expectations before usage and indicate whether or not they were satisfied with the products or services purchased. Customers evaluate service quality by comparing the service provider’s actual performance “perception” with what they think service performance would be `expectations’ in their service experience (Gronroos, 1992). Customers judge products on the effect they have on them after use, and if the effect is not the desired one, customers tend to turn to other products from competitors. Organizations have to identify service quality if they are to stand a chance with customers, and banks are no exception especially because service quality affects their quality, productivity and profitability. Delivering high service quality is considered an essential strategy for success and survival in this competitive environment (Clow and Vorhies, 1993;

Traditional banks offer many different services to their customers. These services include accepting customer money deposits, making loans to individuals and companies and providing servicing to the various loans and accounts offered. When compared with traditional channels of offering banking services through physical branches, electronic banking (e-banking) uses the Internet to deliver traditional banking services to their customers, such as opening accounts, transferring funds, and electronic bill payment (Fan, M. 2002).

Internet/Computer Experience: 4.7% of Internet bank account holders had less than 6 months of experience using the Internet; 12.5% had 6 to 12 months experience; 39.1% had used the Internet for 1 to 3 years; 28.1% for 4 to 6 years and 15.6% used the Internet for at least 7 years. Therefore, of those with Internet bank accounts, nearly 83% had used the Internet for at least one year. However, of the respondents without Internet bank accounts, 75.8% had used the Internet for at least one year.

Bank increasingly switch to website system or e-banking side to catch the customers not only to inquire about the account balance, interest and exchange rates but also to made several online transaction activities. This up gradation of every bank systems come up in a race of to be ahead from other bank by which the bank look for new challenges in bank management, rules and supervision authorities to check the e-banking service is working smoothly and properly and customer can’t be affect by this new rules and catch more and more customers to promote the Bank.