THE EXTENT OF INTERNET BANKING SERVICES USAGE IN RELATION WITH CUSTOMERS’ PERCEIVED E-SERVICE QUALITY (PeSQ) OF MALAYSIAN BANKS IN PENANG: THE MODERATING ROLE OF ADOPTERS RISK PROFILE
Sri Zuliarni1, Hasnah Hj Haroon2, Sofri Yahya2
ABSTRAK Studi ini mengkaji perilaku penggunaan jasa Internet banking lanjutan dalam konteks nasabah tetap pada Bank nasional Malaysia di Penang. Kerangka penelitian berasaskan Technology Acceptance Model (TAM) dan modifikasi model Perceived e-Service Quality (PeSQ) untuk mengidentifikasi faktor yang mempengaruhi penggunaan jasa Internet banking lanjutan. Variabel penelitian diantaranya profil risiko pengguna, kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan
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Besides opportunities of this channel, banks and financial institutions across the world face new challenges to the ways they operate, deliver services and compete with each other in the financial sector. Driven by these challenges, banks and financial institutions have implemented delivering their services using this channel (Chan&Lu, 2004; Cronon, 1997). Internet banking refers to the use of the Internet as a delivery channel for banking services, which include all traditional services such as balance enquiry, printing statement, fund transfer to other accounts, bill payment, and so on, and new banking services such as electronic bill presentment and payment (Frust, Lang&Nolle, 2000) without visiting to bank branch (Mukherjee&Nath, 2003; Sathye, 1999). Many commercial banks and financial institutions have implemented Internet banking services over the past decade. Compared with traditional over the counter banking, Internet banking does not offer face-to-face contact in what is essentially a one-to-one service relationship with the individual. As a result, Internet banking must deliver higher quality in order to compete. Understanding customer’s expectations and how they feel about their perceived services is becoming a very serious concern. Internet banking continuous success comes from two groups: new customers and repeat customers. Since it always costs more to attract new customers than to retain
This research will modifies and integrates the motivation model, self-determination theory (SDT) (Deci and Ryan, 1985) and technology acceptance model (TAM) (Davis, 1989). This research will find the impact of extrinsic and intrinsic motivational factors on trust. The report will determine whether the extrinsic motivational factors and/or intrinsic motivational factors increase or decrease trust to adopt internet banking. People who are living in low income and developing countries such as Pakistan, Bangladesh and India have to deal with many problems such as poverty, corruption and weak legal structure, all of these problems will lead to distrust in their lives. Similarly, the technology that deals with finance and money is going to be difficult to adopt by people who lives in low income countries due to lack of trust. Trust on internet banking system and security has to be developed in order for the people to adopt internet banking systems. Trust can be developed if the financial institutions works on extrinsic and intrinsic motivational factors which will ultimately helps the banking industry to gain trust of older customers of using and experiencing benefits of internet banking.
Therefore, measuring this service quality will lead to the customer satisfaction through measuring quality dimension to evaluate the services and to measure the gap between customer perceptions and expectations, any bank that fails to surpass customer expectations and meet customer satisfaction will not be able to compete with other banks. It is the most difficult challenge for a bank that its customers transfer their accounts to rival banks because of better services. Five dimensions of SERVQUAL have been developed for the service sectors: assurance, empathy, reliability, responsiveness and tangibility (Van Iwaarden et al.,
I am a student from the Faculty of Computer Science and Information Technology in Kampala International University. You are kindly requested to participate in answering the following questions, which will be used in establishing the adoption process of Internet banking in Unguka bank. Any information provided will be used for academic purposes only. Please feel free to express your thoughts.
This chapter illustrates complete assessment on the findings made on electronic payment platform adoption prospect by Royal Insurance Corporation of Bhutan Limited in its chosen lines of businesses. The theoretical framework of Iacovou et al., (1995) model was used as the base for the research, customized to be applicable to Bhutanese perception. The Independent variables are perceived benefits, top management support, organizational readiness and external pressure and electronic payment platform adoption as dependent variable. The research also came upon some of astoundingly latest findings; it
In response, financial institutions, who once viewed technology mainly as a cost center, now see the Internet and other technological capacities as strategic tools for enhancing the value of customer relationship through cross-selling and improved customization. A recent survey of bank managers in the United States reported that, for the first time, investment in Internet
When individuals all over the world are facing money related complications, consumers are looking for those products and institutions that can simplify our lives. With the evolution of technology, it is important to create platforms that are customer friendly and easy to access. Online marketing has proved to be an excellent tool in trying to solve this menace. It, therefore, needs to be implemented by all sectors including the retail banking industry (Ryan, Jones 2009).
Hence, there is a possibility that mobile banking remains unidentified and under-utilized by bank customers. (AMIN, et al., n.d.) Some non-users feel that they have not received enough information from the bank and so suffer from lack of knowledge. Older consumers have some difficulties to make use of new technologies and they respond negatively towards innovations. (Karjaluoto, et al., 2002).
The movement towards technology driven banking might marginalize the customers who do not have internet access or who are not technologically sound (Khalil, Ahmed & Khan).
Furthermore, smartphone-bankingindustry ismature toagreatextentthanearlierperiod.Ithasdevelopedsuperbimageintheirvarious activitiesincludingelectronicbanking.Nowmodernbankingserviceshavelaunched bysomemultinationalsandnewlocalprivatecommercialbanks.Novelty & curiosity regarding the use of mobile banking services was mentioned in the survey as one trigger for adoption. The present results reflect the fact that mobile banking services are at a relatively early stage in the path of diffusion. It is often the case that the first adopters of an innovation are motivated simply by the desire to get their hands on the latest & greatest innovation; the stimulus is curiosity regarding anything that is truly brand new. Mobile banking has not yet gone beyond this phase, indicating clearly that mobile banking services are not yet fully institutionalized; they have not entirely become part of the ongoing practice & way of life of the adopters. Adoptingm-bankingservices,banksin developingcountriesarefacedwithstrategicoptionsbetweenthechoiceof delivery channels andthelevelof sophistication of services providedbythesedelivery channels (Ahmed and Islam, 2008). Banks will reap the benefits of IT truly and totally, if and
The study 'Banking services: Customer expectations and perceptions ' attempts to analyze the gulf in service quality of public and private sector banks in terms of customers ' expectations and perceptions. The study has been carried out at both aggregate and disaggregates levels in order to explore and map the differences. The study also traces the factors affecting customer expectations and perceptions in regard to the service quality of banks. The primary data were collected with the help of a standardized questionnaire of service quality of Parasuraman which was administered to a convenience sample of 400 respondents accessing banking services in Gwalior, a city in Madhya Pradesh, a state in India. The data collected were analyzed with the statistical tools of Factor Analysis and 'z- 'test. The study revealed that, at the aggregate level, there was a statistically
With online banking, banks have a considerable marketing advantage in that the internet makes well-directed sales pitches easier by allowing them to interact directly with potential customers by online advertising (The Virtual Threat, 2000). Banking institutions have effectively utilized the internet 's ability to provide for customers the same economical advantages of automated services that they have benefited from for years through network banking (Bankrate, 2003). In this case, the "value added" to the banking business through the automation process of millions of transactions is offered to customers through online
The percentage of people who don 't trust the Internet with the security of their financial information dropped to 8 percent in 2006 from 20 percent in 2004. Meanwhile, the number of those who believe that paying bills online is safer than using paper checks increased during the same period, to 37 percent in 2006 from 24 percent two years earlier (Consumers less concerned, 2006). Compared to traditional payment methods such as check payments, phone payments, or wire transfer payments, online payments are considered better in terms of time and cost efficiency, convenience, and flexibility for people and businesses. The underlying questions that we seek to answer in this research paper is what factors determine how well online clients will accept online payments, measures should be taken by e-vendors to accelerate the acceptance of this technology, and what advantages does this form of payment have over mail payments. Further, it will also be important to consider the negatives of online payments and see whether there are any threats that may affect the credibility of e-payments as alternatives to paying bills by mail.
distance but they are only one click away. if the clients are not happy with the
Many banks have modernized their services with the facilities of computer and electronic equipments. The electronics revolution has made it possible to provide ease and flexibility in banking operations to the benefit of the customer. The e-banking has made the customer say good-bye to huge account registers and large paper bank accounts. The e-banks, which may call as easy bank offers the following services to its customers:
Technology in the outer world is not static. It keeps on changing and developing. At the same time, this developing technology is impacting continuously on the ways of doing businesses and also about the perceptions of customers towards organizations and businesses. In this respect, valuation of the customer perceptions on a continuous basis is also important. Internet banking is also not in static state where it has fully developed rather it has been going through several changes over the times. Therefore, it is crucial to know that how changing world of internet banking is influencing perceptions of customers.