Thesis Statement For E-Banking

Convenience way of operating banking transactions: Online banking is a highly profitable channel for financial institutions. It provides customers convenience and elasticity and can be provided at a lower cost than traditional branch banking (Williamson, 2006). The convenience of online banking is helping people gain greater control of their finances and contributing to changing patterns in cash withdrawal and day to day money management. (Beer, 2006)

Internet banking has many benefits for consumers and these advantages also can explain why it is growing in popularity.

(Federal Financial Institutions Examination Council,2003). The usual E-banking services provided by banks are account management; bill payment and presentment; new account opening; consumer wire transfers; investment/brokerage services; loan application and approval; account aggregation; cash management ; small business loan applications, approvals, or advances; commercial wire transfers; business-to-business payments; employee benefits/pension administration etc. Online banking or E-banking has spread around the world and has become common these days. In general, banking services have changed over the past three decades to meet the consumers’ needs (McKinsey & Company, 2012); at that time, when the consumer needed money for purchases or to make a transaction, he needed to go to the bank by himself during the bank hours and perhaps waited in a long line to meet a human teller to implement his transaction. Nowadays, due to the E-channels that surfaced with the development of technology and the Internet, the processes of banking have changed. The consumer can make a transaction from one account to another while sitting in his couch anytime and anywhere.

. Mobile services not only offer a new, convenient channel for existing customers of banks, the technology will also provide access to 3 Bnstrong global unbanked population

3. To identify the most significant factor that affect the decision to adopt Internet banking in Botswana.

Although, electronic banking provides many opportunities for the banks, it is also the case that the current banking services provided through internet are limited due to security concerns, complexity and technological problems (Sathye, 1999 & Mols, 1999). According to Financial Services Authority (FSA) 2010, banks face several risks but notably are; Safety situations around ATMs, abuse of bank cards by fraudsters at ATMs and the danger of giving your card number when buying on line. Security risk is a major source of concern for both customer and the bank. Since E- banking services are offered using network, it is exposed to risk environments hence leading to security breaches. The consequences of security threats are potential financial, legal and reputational implications.

It's well-known that a no business can exist without customers. The principle agenda of this research proposal is to illustrate the importance of customer satisfaction in the banking industry. The banking industry is among the most competitive industries; hence being able to fulfill customer satisfactions and demands becomes an essential element in sustaining the industry. This is because customer satisfaction is the key to retaining customers hence the success of the bank. This paper will try to study and analyze measures taken by Equity Bank to satisfy the needs of their customers. It will also bring out the role that customer satisfaction plays in the success of Equity Bank. So much research on customer satisfaction has been done; however, this paper increases knowledge regarding how important customer satisfaction

(Khatri and Ahuja, 2010) stated in their study that it has become imperative for the Public sector as well as Private sector Banks, to perform to the best of their abilities to retain their customers by catering to their needs. If the banks fail to satisfy their customers, it can suffer huge losses. The authors used SERVQUAL model to study various variables of service quality and also compared the public sector and private sector in terms of customer satisfaction. The SERVQUAL model takes into considerations the perceptions of customers of the relative importance of the service attributes. They carried out this in only Delhi, NCR and used a likert scale as follows:

The way we live today is so much influenced by computing technologies. Computers control the economy, transportation, banking and many other functions. Internet and mobile technologies are increasingly being adopted and utilized in the banking industry; this has reshaped the consumption of financial services. Electronic banking is considered a way of delivering banking services through the internet to the consumer at a reduced cost to the banking industry and improved convenience to the customer . However there exists a low internet connectivity in the developing countries given the costs of connection especially in rural areas and yet banking services need to be brought closer to the population to enhance development . A viable solution here is mobile banking. Mobile banking is considered as a service that enables users to receive information regarding the status of their accounts, transfer among bank accounts, to facilitate stock trading and direct payment confirmation using mobile devices.

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.

The study found out that most of the respondents have banked with their respective banks for at least three years but only a proportionate few uses e-banking products. The most used e-banking product is the ATM card and SMS banking. Again respondents were more satisfied with ATM card than their internet banking. The study also revealed that most respondents were dissatisfied with the effectiveness of e-banking but also admitted that the e-banking product have had a positive impact on their lives. In terms of the reliability of e-banking products, the results were mixed. Whiles some saw it as being reliable others strongly posited that the

8. How many Automated teller machines are installed within the city? Why? 9. What are effects of electronic banking system in bank operations? Customers? 10. How does electronic banking improve the quality of banking system in the Philippines?

Similarly, banking products such as insurance, property and financial investments, which till a decade or so ago required cumbersome processes and paperwork are now conveniently possible with a few clicks on your mobile phones. Cash withdrawals have shifted from the branches to the popular cash machines (ATMs) with their ubiquitous presence all over the country and in most places around the World. This has resulted in shutting down of several bank branches and corresponding cost reduction. The remaining branches are being retooled for branding and merchandising in high streets as well as meeting places for retail customers dealing with more complex products such as financial investments and mortgages. Whereas footfalls at bank branches started falling in the 1990s with the spread of ATMs this trend was further augmented with the Phone Banking service introduced around the same time which allowed customers to talk to a bank representative 24/7 all days of the year for a range of services. This service became popular for speedy and convenient service delivery, however, over the last few years is reported to being seen in a decline as new technologies are taking over.

The research is focused on what are the customer’s perceptions about internet banking and what are the drivers that drive consumers. How consumers have accepted internet banking and how to improve the usage rate were the focus of research area in this study.

Over the last few decades information technology has played an important role in Indian economy. It has affected all the industries especially the banking industry and has provided a way for the banks to differentiate their products and services. The traditional way of financial services delivered to customers called the branch based operations which had been used by the banks for more than 200 years, has been replaced by the advent of multiple technologies and application. For instance, Automated Teller Machine (ATM) displaced cashier tellers, telephone represented by call centers replaced the bank branch, the internet replaced mail, credit cards and electronic cash replaced bank transactions. The reason was the numerous key advantages that banks could gain by providing electronic banking services. In this way they had lower transactions cost, 24 hour trading, more extended business territory and also increased efficiency in daily banking process. The Banking Sector is also facing very stiff competition. In order to succeed such competition, they must offer a wide array of products with the latest technology. At present many banks and financial institutions are actively developing new electronic banking products for their customers throughout the world (Alagheband 2006) . The key players of banking industry are its customers and all the efforts made by the banks are to satisfy the desirable needs of