Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
Customers' Satisfaction in ATM Service - Empirical Evidence from the Leading ...Dr. Amarjeet Singh
Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system have forced to investigate the significance of customer satisfaction. This study was set to assess customers’ satisfaction in ATM service by taking the case of Commercial Bank of Ethiopia (CBE), which is the leading bank in the country, using SERVPERF model. A self-administered questionnaire was used to collect primary data from 385 valid respondents who are customers of CBE, using convenient sampling technique. Data were analysed using SPSS - frequencies and percentages, mean scores, Cronbach alpha, Pearson’s linear correlation and regression analysis. The study was based on the three research objectives: (a) to measure whether ATM service quality corresponds to each dimensions of SERVPERF (b) to analyze the customer satisfaction on ATM service quality, and c) to investigate the level of customer satisfaction. The findings revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, Tangibility, Reliability, Responsiveness, Empathy and Assurance are highlighted as significant predictors and key factors in determining the customer satisfaction. But Assurance was found as the most influential predictor of customer satisfaction. The researchers recommend that in order to ensure customer satisfaction improving the performance on all the dimensions of (ATM) service quality is imperative.
Customers’ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customer’s satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customers’ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customers’-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
The document provides an overview of the Banking, Financial Services and Insurance (BFSI) sector in Ahmedabad, India. It discusses 5 key players in the banking sector - State Bank of India, ICICI Bank, Dena Bank, HSBC Bank, and Kalupur Bank. For State Bank of India, it outlines the various products and services offered, including deposit accounts, personal finance options, and agriculture banking services. Overall, the document analyzes the major BFSI players in Ahmedabad and their offerings.
This document compares the financial performance of State Bank of India (SBI) and ICICI Bank over the period of 2007-2008 to 2011-2012. It analyzes various ratios such as credit deposit ratio, interest expenses to total expenses, interest income to total income, other income to total income, and net profit margin. The study finds that while SBI performs well and is financially sound, ICICI Bank manages deposits and expenditures more efficiently. Overall, the document aims to evaluate and compare the growth, profitability, and financial stability of SBI and ICICI Bank.
This document provides an overview of a study on career satisfaction factors in the banking industry. It begins with an introduction discussing the importance of career satisfaction for employee performance. It then defines career satisfaction and differentiates it from job satisfaction. It discusses conceptual backgrounds of career satisfaction and job satisfaction. It also discusses employees in public sector banks versus private sector banks. The document provides background on the banking industry in India and outlines the significance of studying career satisfaction factors for both retaining talented employees and organizational sustainability in the banking sector.
Customer perception towards banking servicesPriyank Thada
This document provides an overview of a dissertation project submitted by Priyank Thada for partial fulfillment of a BBA degree. It includes a certificate from the faculty guide, Dr. Nilesh Pandya, acknowledging supervision of the project titled "CUSTOMER PERCEPTION TOWARDS BANKING SERVICES". The document also includes a declaration by Priyank Thada and acknowledgments. It then provides an executive summary of the dissertation and a table of contents outlining the various sections of the project.
CUSTOMER SATISFACTION ON E-BANKING SERVICE BY SETHUsaravana vel.k
The document provides an introduction to customer satisfaction and e-banking services. It discusses how customer satisfaction is measured and defined. It then discusses online banking/e-banking, the various dimensions of e-banking including customer to bank services, and the benefits of internet banking for both banks and customers. The document outlines the objectives and importance of studying customer satisfaction of e-banking services provided by SBI in Tirupur, India. It discusses the research methodology and limitations of the study.
Customers' Satisfaction in ATM Service - Empirical Evidence from the Leading ...Dr. Amarjeet Singh
Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system have forced to investigate the significance of customer satisfaction. This study was set to assess customers’ satisfaction in ATM service by taking the case of Commercial Bank of Ethiopia (CBE), which is the leading bank in the country, using SERVPERF model. A self-administered questionnaire was used to collect primary data from 385 valid respondents who are customers of CBE, using convenient sampling technique. Data were analysed using SPSS - frequencies and percentages, mean scores, Cronbach alpha, Pearson’s linear correlation and regression analysis. The study was based on the three research objectives: (a) to measure whether ATM service quality corresponds to each dimensions of SERVPERF (b) to analyze the customer satisfaction on ATM service quality, and c) to investigate the level of customer satisfaction. The findings revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, Tangibility, Reliability, Responsiveness, Empathy and Assurance are highlighted as significant predictors and key factors in determining the customer satisfaction. But Assurance was found as the most influential predictor of customer satisfaction. The researchers recommend that in order to ensure customer satisfaction improving the performance on all the dimensions of (ATM) service quality is imperative.
Customers’ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customer’s satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customers’ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customers’-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
The document provides an overview of the Banking, Financial Services and Insurance (BFSI) sector in Ahmedabad, India. It discusses 5 key players in the banking sector - State Bank of India, ICICI Bank, Dena Bank, HSBC Bank, and Kalupur Bank. For State Bank of India, it outlines the various products and services offered, including deposit accounts, personal finance options, and agriculture banking services. Overall, the document analyzes the major BFSI players in Ahmedabad and their offerings.
This document compares the financial performance of State Bank of India (SBI) and ICICI Bank over the period of 2007-2008 to 2011-2012. It analyzes various ratios such as credit deposit ratio, interest expenses to total expenses, interest income to total income, other income to total income, and net profit margin. The study finds that while SBI performs well and is financially sound, ICICI Bank manages deposits and expenditures more efficiently. Overall, the document aims to evaluate and compare the growth, profitability, and financial stability of SBI and ICICI Bank.
This document provides an overview of a study on career satisfaction factors in the banking industry. It begins with an introduction discussing the importance of career satisfaction for employee performance. It then defines career satisfaction and differentiates it from job satisfaction. It discusses conceptual backgrounds of career satisfaction and job satisfaction. It also discusses employees in public sector banks versus private sector banks. The document provides background on the banking industry in India and outlines the significance of studying career satisfaction factors for both retaining talented employees and organizational sustainability in the banking sector.
Customer perception towards banking servicesPriyank Thada
This document provides an overview of a dissertation project submitted by Priyank Thada for partial fulfillment of a BBA degree. It includes a certificate from the faculty guide, Dr. Nilesh Pandya, acknowledging supervision of the project titled "CUSTOMER PERCEPTION TOWARDS BANKING SERVICES". The document also includes a declaration by Priyank Thada and acknowledgments. It then provides an executive summary of the dissertation and a table of contents outlining the various sections of the project.
CUSTOMER SATISFACTION ON E-BANKING SERVICE BY SETHUsaravana vel.k
The document provides an introduction to customer satisfaction and e-banking services. It discusses how customer satisfaction is measured and defined. It then discusses online banking/e-banking, the various dimensions of e-banking including customer to bank services, and the benefits of internet banking for both banks and customers. The document outlines the objectives and importance of studying customer satisfaction of e-banking services provided by SBI in Tirupur, India. It discusses the research methodology and limitations of the study.
A Study On Customer Perception Towards Internet Banking In Kadi Area Bhavik Parmar
This document summarizes a study on customer perception of internet banking in Kadi, India. The study collected data through questionnaires from 150 respondents, including both internet banking users and non-users. Key findings include: (1) 43% of respondents use internet banking, while 57% do not; (2) the most preferred method for transactions is cash, followed by checks and debit/credit cards, with internet banking least preferred; (3) convenience is the most important reason for opening an internet banking account. The study uses statistical analysis like chi-square to understand the relationship between internet banking usage and demographic factors.
A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING SERVICES-Arunraj Varunrajraiv
This document discusses customer satisfaction with e-banking services in India. It analyzes primary data collected through questionnaires and secondary sources on e-banking. The findings show that customers are generally satisfied with e-banking, with 41.5% of respondents using public sector bank services and feeling secure in electronic transactions. However, some customers still lack awareness of all available e-banking options beyond ATM use. The conclusion is that while customer satisfaction with e-banking is currently high, greater education is still needed on e-banking services to boost their success.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
This document provides a literature review on studies related to the role of technology in banking services. It summarizes 15 previous studies on topics like mobile banking adoption, factors influencing customer satisfaction, internet banking usage and security, and evaluations of various banks' online service quality. The studies were conducted in several countries and used various research methods like surveys, data analysis, and models. Overall, the literature review covers a range of past work examining the impact of technological developments on banking customer experiences and bank operations.
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This document summarizes a research paper on the impact of electronic banking (e-banking) on customer satisfaction at Hatton National Bank PLC in Sri Lanka. The study used questionnaires and interviews with 210 customers and employees to assess how factors like convenience, reliability, responsiveness, security and costs associated with e-banking affect customer satisfaction. The results showed e-banking had a positive impact and that convenience, security and costs were the main factors influencing customer satisfaction. The study provided recommendations to help HNB PLC further enhance customer satisfaction with e-banking.
Customer Satisfaction on Banking Services in Indian Growing Economy Nainital ...Dr. Amarjeet Singh
Finance is the energy of every business whether it is
profit making or loss-making business and finance are
required. Economy grows with the developing people of his
country. There is no way to grow the country economy
without financial growing of his resident peoples and banking
sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
Presentation on research report of customer satisfaction from e banking servicespriyanka sarraf
This research report summarizes a study on customer satisfaction with e-banking services from HDFC and ICICI Bank. The report outlines the objectives, sample design, data collection methods, findings and conclusions from a survey of 133 customers. Key findings include that the main factors influencing customer perception are good services, cost charges and people's references. The majority of customers reported being satisfied or highly satisfied with e-banking services, though some faced issues with slow speeds, time-consuming transfers and difficulty for less educated users. The report provides recommendations to improve e-banking services and customer training.
Customer satisfaction of ebanking/online banking of SBISajid Nasar
This document is a study on customer satisfaction with internet banking at the State Bank of India's Ponganadu branch. It discusses customer satisfaction in banking, defines online/internet banking, and the benefits it provides to both banks and customers. It also outlines the key dimensions of online banking including customer to bank services, bank to bank transactions, electronic central banking, and internal bank intranet procurement. The proliferation of internet has opened new opportunities for retail banks to provide products and services through e-banking and online banking channels.
This document is a project report submitted by S. Prarthana to the Faculty of Management Studies at Dhanalakshmi College of Engineering in partial fulfillment of an MBA degree. The project report studies customer awareness of internet banking services provided by Dena Bank's T.Nagar branch in Chennai. It includes an introduction, objectives, need for the study, industry and company profiles, literature review, research methodology, data analysis and interpretation, summary and conclusion. 150 customers were surveyed using a questionnaire and their responses were analyzed using statistical tools like percentage, chi-square and correlation to draw inferences and provide suggestions.
This document summarizes a student's dissertation on factors affecting the use of internet banking among students in the UK. It begins with an acknowledgements section thanking those who helped with the dissertation. The abstract states that the dissertation aims to investigate factors that influence students' use of internet banking and builds a regression model to predict willingness to use internet banking based on these factors. It then provides a table of contents outlining the different chapters which will examine internet banking, the study's data and methodology, empirical analysis and findings, and conclusions.
customer satisfaction of internet banking of union bank of indiaShrey Saxena
This document is a primary project report submitted by Shrey Saxena to their professor, Mr. Manoj Saxena, as a requirement for their post-graduation diploma in management from the International Institute for Special Education in Lucknow. The report studies customer satisfaction with internet banking services from Union Bank of India. It includes an acknowledgements section, declaration, table of contents, and sections on the research design, data collection, data analysis, findings, conclusions, and recommendations. It also includes a questionnaire used in the study. The report provides an in-depth analysis of customer perceptions and satisfaction with Union Bank of India's e-banking services.
This document provides an outline for a research study on analyzing the effects of consumer risk perception on purchasing banking services through the internet. It includes an introduction on banking and online banking, the need for internet banking in India, and discusses various dimensions of risk perceived by consumers. The objectives are to understand the impact of risk perception and determine differences between users and non-users of internet banking. A literature review is presented on previous studies related to online banking quality, risk perception, and factors influencing internet banking usage. The methodology discusses using descriptive and exploratory research approaches through surveys and secondary data collection.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
customer perception towards internet banking final reportjay prakash tyagi
The document discusses customer perception towards internet banking. It first defines internet banking as conducting banking transactions electronically from any location via the internet. It then discusses how banks offer internet banking and the benefits it provides customers in terms of convenience and reduced time and costs. The objectives of the study are then outlined as understanding the factors influencing customer perception, designing a measure to evaluate perception, and suggesting implications for banks.
This document examines customer satisfaction with internet banking service quality in Ghana. It analyzes customer satisfaction levels at two Ghanaian banks: Ghana Commercial Bank and Merchant Bank of Ghana. The study found that customers of Merchant Bank of Ghana were more satisfied with internet banking service quality than customers of Ghana Commercial Bank. Customer income also influenced overall satisfaction levels, with higher-income customers generally more satisfied. Both banks received low satisfaction ratings for prompt responses, online problem solving, preferential fees/rates, and transaction fees. Overall, customers were dissatisfied with the speed of webpage loading for internet banking.
A STUDY ON INTERNET BANKING SERVICE QUALITY IN CACHAR DISTRICTSandip Dey
This document is a dissertation submitted by Sandip Dey for the partial fulfillment of a Master of Business Administration degree. The dissertation is titled "A Study on Internet Banking Service Quality in Cachar District". It includes an introduction, acknowledgements, preface, table of contents, and the first chapter which provides an overview of internet banking, measuring service quality, parameters for measuring service quality, capturing customer perspectives, gaps in service design and delivery, and strategies for closing gaps. The document appears to be analyzing service quality of internet banking in Cachar District in India.
Evaluation of Factors Influencing Internet Banking Acceptance by Internet Use...Eswar Publications
Purpose – The purpose of the study was to identify the factors underlying the decision to adopt online banking in Iran. Design/methodology/approach – The samples used in this empirical study includes 560 persons who were among Iranian Internet users and completed the interactive questionnaires. The statistical analysis which has been used in regard to the dichotomous decision of whether to adopt Internet Banking services was Logistic Regression.
Findings – The results show that one of the dominant relationships that have been observed in our study is the
link between the decision to use Internet Banking and the experience of using Internet. Certain demographic variables like gender also proved to be robust predictors of the adoption status. This inquiry documents that perceived level of security of Internet transactions in Iran Internet users don’t have impact on acceptance of Internet Banking. These findings can provide a valuable tool for the expansion of Internet Banking and remove impediments of Internet Banking acceptance.
Practical implications – The results presented in this paper can be of assistance to financial institutions that either operates in Iran or Islamic countries. Useful insights are also provided with regard to security and strategies fostering the acceptance of Internet Banking.
Originality/value – The analysis is based on a random sample of Internet users at Iran that rarely discussed in previous literature.
Quality of online banking services a comparative study of sbi & icici bankKarishma Prajapati
a research is conducted on the quality of online banking services of SBI & ICICI bank in india. A small survey is conducted with 50 limited respondents.
Mobile banking has grown in Nigeria in recent years as banks offer SMS banking, funds transfers, bill payments, and other services via mobile phones. However, the paper identifies several challenges to the operation of mobile banking in Nigeria, including insecure environments, interoperability issues between different mobile devices, unstable power and network infrastructure, and low financial literacy among many Nigerians. The paper proposes that Nigerian banks adopt a "non-bank led model" of mobile banking to make services more transformational and accessible to the unbanked, rather than just adding a new channel for existing customers. Future research is needed to address challenges like security, scalability, and expanding financial inclusion through mobile banking in Nigeria.
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected’ banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
A Study On Customer Perception Towards Internet Banking In Kadi Area Bhavik Parmar
This document summarizes a study on customer perception of internet banking in Kadi, India. The study collected data through questionnaires from 150 respondents, including both internet banking users and non-users. Key findings include: (1) 43% of respondents use internet banking, while 57% do not; (2) the most preferred method for transactions is cash, followed by checks and debit/credit cards, with internet banking least preferred; (3) convenience is the most important reason for opening an internet banking account. The study uses statistical analysis like chi-square to understand the relationship between internet banking usage and demographic factors.
A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING SERVICES-Arunraj Varunrajraiv
This document discusses customer satisfaction with e-banking services in India. It analyzes primary data collected through questionnaires and secondary sources on e-banking. The findings show that customers are generally satisfied with e-banking, with 41.5% of respondents using public sector bank services and feeling secure in electronic transactions. However, some customers still lack awareness of all available e-banking options beyond ATM use. The conclusion is that while customer satisfaction with e-banking is currently high, greater education is still needed on e-banking services to boost their success.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
This document provides a literature review on studies related to the role of technology in banking services. It summarizes 15 previous studies on topics like mobile banking adoption, factors influencing customer satisfaction, internet banking usage and security, and evaluations of various banks' online service quality. The studies were conducted in several countries and used various research methods like surveys, data analysis, and models. Overall, the literature review covers a range of past work examining the impact of technological developments on banking customer experiences and bank operations.
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This document summarizes a research paper on the impact of electronic banking (e-banking) on customer satisfaction at Hatton National Bank PLC in Sri Lanka. The study used questionnaires and interviews with 210 customers and employees to assess how factors like convenience, reliability, responsiveness, security and costs associated with e-banking affect customer satisfaction. The results showed e-banking had a positive impact and that convenience, security and costs were the main factors influencing customer satisfaction. The study provided recommendations to help HNB PLC further enhance customer satisfaction with e-banking.
Customer Satisfaction on Banking Services in Indian Growing Economy Nainital ...Dr. Amarjeet Singh
Finance is the energy of every business whether it is
profit making or loss-making business and finance are
required. Economy grows with the developing people of his
country. There is no way to grow the country economy
without financial growing of his resident peoples and banking
sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
Presentation on research report of customer satisfaction from e banking servicespriyanka sarraf
This research report summarizes a study on customer satisfaction with e-banking services from HDFC and ICICI Bank. The report outlines the objectives, sample design, data collection methods, findings and conclusions from a survey of 133 customers. Key findings include that the main factors influencing customer perception are good services, cost charges and people's references. The majority of customers reported being satisfied or highly satisfied with e-banking services, though some faced issues with slow speeds, time-consuming transfers and difficulty for less educated users. The report provides recommendations to improve e-banking services and customer training.
Customer satisfaction of ebanking/online banking of SBISajid Nasar
This document is a study on customer satisfaction with internet banking at the State Bank of India's Ponganadu branch. It discusses customer satisfaction in banking, defines online/internet banking, and the benefits it provides to both banks and customers. It also outlines the key dimensions of online banking including customer to bank services, bank to bank transactions, electronic central banking, and internal bank intranet procurement. The proliferation of internet has opened new opportunities for retail banks to provide products and services through e-banking and online banking channels.
This document is a project report submitted by S. Prarthana to the Faculty of Management Studies at Dhanalakshmi College of Engineering in partial fulfillment of an MBA degree. The project report studies customer awareness of internet banking services provided by Dena Bank's T.Nagar branch in Chennai. It includes an introduction, objectives, need for the study, industry and company profiles, literature review, research methodology, data analysis and interpretation, summary and conclusion. 150 customers were surveyed using a questionnaire and their responses were analyzed using statistical tools like percentage, chi-square and correlation to draw inferences and provide suggestions.
This document summarizes a student's dissertation on factors affecting the use of internet banking among students in the UK. It begins with an acknowledgements section thanking those who helped with the dissertation. The abstract states that the dissertation aims to investigate factors that influence students' use of internet banking and builds a regression model to predict willingness to use internet banking based on these factors. It then provides a table of contents outlining the different chapters which will examine internet banking, the study's data and methodology, empirical analysis and findings, and conclusions.
customer satisfaction of internet banking of union bank of indiaShrey Saxena
This document is a primary project report submitted by Shrey Saxena to their professor, Mr. Manoj Saxena, as a requirement for their post-graduation diploma in management from the International Institute for Special Education in Lucknow. The report studies customer satisfaction with internet banking services from Union Bank of India. It includes an acknowledgements section, declaration, table of contents, and sections on the research design, data collection, data analysis, findings, conclusions, and recommendations. It also includes a questionnaire used in the study. The report provides an in-depth analysis of customer perceptions and satisfaction with Union Bank of India's e-banking services.
This document provides an outline for a research study on analyzing the effects of consumer risk perception on purchasing banking services through the internet. It includes an introduction on banking and online banking, the need for internet banking in India, and discusses various dimensions of risk perceived by consumers. The objectives are to understand the impact of risk perception and determine differences between users and non-users of internet banking. A literature review is presented on previous studies related to online banking quality, risk perception, and factors influencing internet banking usage. The methodology discusses using descriptive and exploratory research approaches through surveys and secondary data collection.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
customer perception towards internet banking final reportjay prakash tyagi
The document discusses customer perception towards internet banking. It first defines internet banking as conducting banking transactions electronically from any location via the internet. It then discusses how banks offer internet banking and the benefits it provides customers in terms of convenience and reduced time and costs. The objectives of the study are then outlined as understanding the factors influencing customer perception, designing a measure to evaluate perception, and suggesting implications for banks.
This document examines customer satisfaction with internet banking service quality in Ghana. It analyzes customer satisfaction levels at two Ghanaian banks: Ghana Commercial Bank and Merchant Bank of Ghana. The study found that customers of Merchant Bank of Ghana were more satisfied with internet banking service quality than customers of Ghana Commercial Bank. Customer income also influenced overall satisfaction levels, with higher-income customers generally more satisfied. Both banks received low satisfaction ratings for prompt responses, online problem solving, preferential fees/rates, and transaction fees. Overall, customers were dissatisfied with the speed of webpage loading for internet banking.
A STUDY ON INTERNET BANKING SERVICE QUALITY IN CACHAR DISTRICTSandip Dey
This document is a dissertation submitted by Sandip Dey for the partial fulfillment of a Master of Business Administration degree. The dissertation is titled "A Study on Internet Banking Service Quality in Cachar District". It includes an introduction, acknowledgements, preface, table of contents, and the first chapter which provides an overview of internet banking, measuring service quality, parameters for measuring service quality, capturing customer perspectives, gaps in service design and delivery, and strategies for closing gaps. The document appears to be analyzing service quality of internet banking in Cachar District in India.
Evaluation of Factors Influencing Internet Banking Acceptance by Internet Use...Eswar Publications
Purpose – The purpose of the study was to identify the factors underlying the decision to adopt online banking in Iran. Design/methodology/approach – The samples used in this empirical study includes 560 persons who were among Iranian Internet users and completed the interactive questionnaires. The statistical analysis which has been used in regard to the dichotomous decision of whether to adopt Internet Banking services was Logistic Regression.
Findings – The results show that one of the dominant relationships that have been observed in our study is the
link between the decision to use Internet Banking and the experience of using Internet. Certain demographic variables like gender also proved to be robust predictors of the adoption status. This inquiry documents that perceived level of security of Internet transactions in Iran Internet users don’t have impact on acceptance of Internet Banking. These findings can provide a valuable tool for the expansion of Internet Banking and remove impediments of Internet Banking acceptance.
Practical implications – The results presented in this paper can be of assistance to financial institutions that either operates in Iran or Islamic countries. Useful insights are also provided with regard to security and strategies fostering the acceptance of Internet Banking.
Originality/value – The analysis is based on a random sample of Internet users at Iran that rarely discussed in previous literature.
Quality of online banking services a comparative study of sbi & icici bankKarishma Prajapati
a research is conducted on the quality of online banking services of SBI & ICICI bank in india. A small survey is conducted with 50 limited respondents.
Mobile banking has grown in Nigeria in recent years as banks offer SMS banking, funds transfers, bill payments, and other services via mobile phones. However, the paper identifies several challenges to the operation of mobile banking in Nigeria, including insecure environments, interoperability issues between different mobile devices, unstable power and network infrastructure, and low financial literacy among many Nigerians. The paper proposes that Nigerian banks adopt a "non-bank led model" of mobile banking to make services more transformational and accessible to the unbanked, rather than just adding a new channel for existing customers. Future research is needed to address challenges like security, scalability, and expanding financial inclusion through mobile banking in Nigeria.
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected’ banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
Problems encountered in e-banking in selected bank in Quezon CityLily Monilla
This document discusses electronic banking (e-banking) in the Philippines, including its history and development. It provides background on the introduction of ATMs and more recent innovations like internet and mobile banking. It then discusses some challenges faced by e-banking, including security issues. The document outlines a study that aims to determine problems encountered with e-banking in selected banks in Quezon City. It discusses the study's scope, significance and definitions of key terms.
This document summarizes a study on the challenges and prospects of online banking in the Commercial Bank of Ethiopia's Debre Markos branch. The study found several challenges including interruptions to networks, lack of IT skilled workforce, security concerns, and lack of infrastructure. However, it also identified prospects such as cost reduction, increased customer satisfaction and convenience. The objectives of the study were to identify challenges of mobile and online banking, examine prospects, identify benefits to banks, and investigate solutions to problems. The findings aim to help decision-makers and managers address challenges and improve online banking services.
The Effect of Electronic Banking on the Operations of Deposit Money Banks in ...ijtsrd
The main aim of this study was to examine the effect of electronic banking on the operational performance of deposit money banks in Nigeria. Specifically, it sought to determine the effect of automated teller machine transactions, electronic mobile banking transactions, point of sale terminals transactions on the operational performance of deposit money banks in Nigeria. The study adopted the ex post facto research design and covered the period from 2006 to 2020. Ordinary least square regression and Granger Causality tool was used for the analysis of the data obtained. The results of the study reveal that automated teller machine transactions have positive and significant effect on the operational performance of Deposit money banks in Nigeria while both point of sale terminal transaction and mobile banking transactions have negative and insignificant effects on the operational performance of Deposit money banks in Nigeria. The study recommends that Deposit money banks and monetary authorities should sensitize the banking public on the proper use of electronic banking transactions to lessen the frequent cases of errors, fraud and malfunction. Osakwe Charity Ifunanya | Ezeaku Chisom Njideka "The Effect of Electronic Banking on the Operations of Deposit Money Banks in Nigeria (2006-2020)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-4 , June 2022, URL: https://www.ijtsrd.com/papers/ijtsrd50220.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/50220/the-effect-of-electronic-banking-on-the-operations-of-deposit-money-banks-in-nigeria-20062020/osakwe-charity-ifunanya
The document discusses the role of electronic banking (e-banking) in Pakistan's banking sector. It defines e-banking as using technology like the internet, ATMs, phones, and mobile banking for financial transactions. Foreign banks introduced e-banking in Pakistan in the 1990s, and domestic banks soon followed with services like ATM cards and debit cards. The document examines how e-banking impacts customer satisfaction in Pakistan and discusses various e-banking services offered by banks. It analyzes the performance of banks that offer internet banking compared to those that do not.
The document analyzes e-banking services provided by nationalized banks in India. It provides an overview of concepts like ATM, net banking and mobile banking. It also presents results of a comparative study of 5 nationalized banks in the Satara region of India from 2008-2011. The study found that Bank of Maharashtra had the largest branch network and highest number of ATM and net banking users, indicating it had the most developed e-banking services compared to other banks in the region like Central Bank of India and Union Bank of India.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Problems encountered in e-banking in selected bank Lily Monilla
This document discusses problems encountered with e-banking in selected banks in Quezon City, Philippines. It provides background on the introduction and growth of e-banking in the Philippines. Security issues are one of the main problems discussed, including security flaws that have allowed access to other customers' accounts. Regulatory approaches by the Bangko Sentral ng Pilipinas and security controls implemented by banks are also mentioned. The document aims to determine problems encountered with e-banking and provide recommendations.
E banking system benefits and challengesabhijith00007
This document discusses e-banking (online banking) in India, including its benefits and challenges. Some key benefits of e-banking are convenience, lower costs, and increased accessibility. However, security risks, lack of trust, customer awareness, and technology implementation challenges have hindered e-banking adoption. Rural untapped markets and increasing internet/computer literacy present opportunities. Overall, while e-banking faces obstacles, it provides improved customer service and will be important for banks in India going forward.
Banking environment has become highly competitive todaygags17aug
The banking industry has become highly competitive due to technological advancements. Banks are adopting new technologies like internet banking, mobile banking, ATMs to reduce costs and better serve customers. This allows customers to access their accounts and conduct transactions anytime, anywhere. While technology has improved access and convenience, it also poses privacy and data security risks that banks must mitigate to maintain customer trust.
THE INFLUENCE OF MOBILE BANKING SERVICES ON CUSTOMER SATISFACTIONNzabirinda Etienne
This document discusses a study on the influence of mobile banking services on customer satisfaction. It provides background on the shift from traditional to digital banking and the growth of mobile banking. The study aims to analyze customer perceptions of mobile banking services and satisfaction at a bank in Rwanda. A literature review covers concepts of mobile banking services and customer satisfaction. The methodology included a survey of 61 bank customers to assess flexibility, credibility, accessibility, privacy and customer loyalty, commitment, trust and retention. The results showed positive customer perceptions of mobile banking services and satisfaction. A relationship was found between mobile banking services and customer satisfaction.
E-Banking System: Opportunities and Challenges – A StudyRHIMRJ Journal
E-Banking Service in India is still in the emerging stages of growth and development. Competition and changes in
technology have changed the face of Banking. The changes that have taken place impose on banks tough standards of
competition and compliance. E-banking is the use of computer system to retrieve and process banking data and information to
initiate transactions directly with a bank via a telecommunication network. In other words-banking is the wave of future. E
Banking is likely to bring golden opportunities as well as poses new challenges for authorities in regulating and supervising
the financial system and in designing and implementing the macroeconomic policy. This research paper aims to represent EBanking
System in India.
This document summarizes a study on bankers' perceptions of electronic banking in India. The study had the following objectives: 1) To understand bankers' views on e-banking activities, 2) To analyze the impact of e-banking on banks, 3) To examine promotional measures used to promote e-banking, and 4) To assess bankers' views on how e-banking impacts relationships with customers and bank performance. The study reviewed previous literature which found that education, age, and gender influence e-banking adoption. It then described the research methodology which included collecting primary and secondary data from 220 bankers across public and private sector banks in India through questionnaires.
This document summarizes a study on bankers' perceptions of electronic banking in India. It discusses the objectives and methodology of the study, which surveyed 190 bankers about e-banking activities, impact, and promotion. Key findings include:
1) Most customers (54.74%) use e-banking services due to banker persuasion rather than own initiative. Middle-aged men ages 30-50 make greatest use of e-banking.
2) Bankers perceive e-banking has improved relationships with customers and overall bank performance. The majority felt satisfaction with e-banking customer retention rates.
3) The number of customers using e-banking is increasing, with 58.94% of
A study on banker's perception of electronic bankingRAVICHANDIRANG
Information and communication technologies have changed the working of the banking industry in the last few years. The
transformation is expected to quicken their pace in the coming years. The trend towards electronic delivery of products and
services is dramatically changing in the financial service industry, where the shift is partly as a result of consumer demand
but also a ruthless competitive environment. The present paper is an attempt to understand the use and benefits of e-Banking
from Bankers’ perspectives. This paper is the outcome of an empirical study with the objective of investigating bankers’
views regarding e-banking. It covers bankers’ perspectives on e-banking activities of respondents, impact of e-banking and
promotional measures used by banks to promote e-banking. The customers generally use e-Banking services on persuasion of
bankers. The bankers are convinced that e-banking helps in improving the relationship between bankers and customers and
that it will bring patent improvement in the overall performance of banks. So far as promotional avenues are concerned,
print media is at the top. The sources used from secondary level of data.
This document summarizes a research paper on perceptions of UK customers toward internet banking. The paper was published in the Journal of Internet Banking and Commerce in April 2015. It conducted a study using a sample of 100 UK banking customers to evaluate perceptions on dimensions like security, privacy, convenience and time savings. The study found that customers generally perceive internet banking as reliable and secure, though some older respondents were less comfortable with it and had higher security concerns. The research aims to provide implications for attracting more online customers by enhancing security and privacy measures.
The advent of internet has great impact on the electronic banking. By using internet, banking is no time limit and geographic. Customers worldwide can within 24 days of the week and all have access to their accounts. Internet banking by using internet and web technologies enable customers to finance their activities in a virtual environment to do this is the difference between internet banking and home banking that for achieving banking services via the internet, there is no need to install proprietary software rather banking services but also can be accessed via a internet public network and the customer is linked to your bank account via the internet. This type of banking is partially web-based banking subsidiary with the difference is that web banking services bank was considered first introduced bank and service. Internet banking also expanded with the development of web applications. With increasing internet access to people who provide these services to be developed and banks that are unresponsive to this issue will disappear from the market
Perceived benefits of E-Banking and its Relationship on Banking Performance i...AI Publications
Not so long ago, numerous banks in Tanzania have commenced using of digital technologies to influence business transactions; however, there is little understanding on the perceived benefits of these products on the performance of the banks. The study scrutinized the perceived benefits from using E-Banking and its relationship on banking performance in Tanzania taking CRDB and NMB banks as the case study. The specific objectives of the research were three and they include;(i) look on benefits of internet banking and its effect on banking performance, (ii) to assess the perceived benefits of mobile banking and how it impacts the banking performance and (iii) to determine the perceived benefits of ATM services and how it impacts on banking performance. The study adopted a quantitative research design whereby a questionnaire was distributed to 352 banks customers in Mwanza region in an attempt to arrive to a larger sample of respondents. A simple random sampling technique was used in this study so as to allow an equal chance of participants to fill up in the questionnaire and to reduce the elements of bias. The regression results on the overall model showed that the model accounted for adjusted R2 value of 51.3% of the variance explained by the indicator; and the F-statistic of 124.391 which was significant as p = .000. With respect to individual variables, the results of the study brought out forward that the benefits of internet banking were positively related to banks performance although the effect was moderate. Similarly, ATM teller machines and mobile banking had positive and significant effects on the banking performance. In the end it was recommended for commercial banks to improve awareness to customers on some of the e-banking product like internet banking, in addition the commercial banks are supposed to maximize the number of e-banking product so as to minimize congestion on banking premises, and to place banking facilities to various locations to ease access by customers.
Similar to THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GCB BANK LIMITED –KOFORIDUA (20)
MULTIMODAL COURSE DESIGN AND IMPLEMENTATION USING LEML AND LMS FOR INSTRUCTIO...IJMIT JOURNAL
Traditionally, teaching has been centered around classroom delivery. However, the onslaught of the
COVID-19 pandemic has cultivated usage of technology, teaching, and learning methodologies for course
delivery. We investigate and describe different modes of course delivery that maintain the integrity of
teaching and learning. This paper answers to the research questions: 1) What course delivery method our
academic institutions use and why? 2) How can instructors validate the guidelines of the institutions? 3)
How courses should be taught to provide student learning outcomes? Using the Learning Environment
Modeling Language (LEML), we investigate the design and implementation of courses for delivery in the
following environments: face-to-face, online synchronous, asynchronous, hybrid, and hyflex. A good
course design and implementation are key components of instructional alignment. Furthermore, we
demonstrate how to design, implement, and deliver courses in synchronous, asynchronous, and hybrid
modes and describe our proposed enhancements to LEML.
Novel R&D Capabilities as a Response to ESG Risks-Lessons From Amazon’s Fusio...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
NOVEL R & D CAPABILITIES AS A RESPONSE TO ESG RISKS- LESSONS FROM AMAZON’S FU...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
Building on this premise, this paper conducts an empirical analysis, utilizing reliable firms data on ESG
risk and brand value, with a focus on 100 global R&D leader firms. It analyzes R&D and actions for ESG
risk mitigation, and assesses the development of new functions that fulfill F + ESG optimization through
R&D. The analysis also highlights the significance of network externality effects, with a specific focus on
Amazon, a leading R&D company, providing insights into the direction for transforming R&D strategies
towards F + ESG optimization.
The dynamics of stakeholder engagement in F + ESG optimization are indicated with the example of
amazon's activities. Through the analysis, it became evident that Amazon's capacity encompassing growth
and scalability, specifically its ability to grow and expand, is accelerating high-level research and
development by gaining the trust of stakeholders in the "synergy through R&D-driven ESG risk
mitigation."
Finally, as examples of these initiatives, the paper discussed the Climate Pledge led by Amazon and the
transformation of Japan's management system.
A REVIEW OF STOCK TREND PREDICTION WITH COMBINATION OF EFFECTIVE MULTI TECHNI...IJMIT JOURNAL
It is important for investors to understand stock trends and market conditions before trading stocks. Both
these capabilities are very important for an investor in order to obtain maximized profit and minimized
losses. Without this capability, investors will suffer losses due to their ignorance regarding stock trends
and market conditions. Technical analysis helps to understand stock prices behavior with regards to past
trends, the signals given by indicators and the major turning points of the market price. This paper reviews
the stock trend predictions with a combination of the effective multi technical indicator strategy to increase
investment performance by taking into account the global performance and the proposed combination of
effective multi technical indicator strategy model.
INTRUSION DETECTION SYSTEM USING CUSTOMIZED RULES FOR SNORTIJMIT JOURNAL
This document proposes an intrusion detection system using customized rules for the Snort tool to improve security. The system uses Wireshark to scan network traffic for anomalies, Snort to detect attacks using customized rulesets for faster response times, and Wazuh and Splunk to analyze log files. Rules are created using the Snorpy tool and added to Snort to monitor for specific attacks like ICMP ping impersonation and authentication attempts. When attacks are attempted, the system successfully detects them and logs the alerts. The integration of these tools provides low-cost intrusion detection capabilities with automated threat identification and faster response compared to existing Snort configurations.
Artificial Intelligence (AI) has rapidly become a critical technology for businesses seeking to improve
efficiency and profitability. One area where AI is proving particularly impactful is in service operations
management, where it is used to create AI-powered service operations (AIServiceOps) that deliver highvalue services to customers. AIServiceOps involve the use of AI to automate and optimize various business
processes, such as customer service, sales, marketing, and supply chain management. The rapid
development of Artificial Intelligence has prompted many changes in the field of Information Technology
(IT) Service Operations. IT Service Operations are driven by AI, i.e., AIServiceOps. AI has empowered
new vitality and addressed many challenges in IT Service Operations. However, there is a literature gap on
the Business Value Impact of Artificial intelligence (AI) Powered IT Service Operations. It can help IT
build optimized business resilience by creating value in complex and ever-changing environments as
product organizations move faster than IT can handle. So, this research paper examines how AIServiceOps
creates business value and sustainability, basically how AIServiceOps makes the IT staff liberation from a
low-level, repetitive workout and traditional IT practices for a continuously optimized process. One of the
research objectives is to compare Traditional IT Service Operations with AIServiceOPs. This paper
provides the basis for how enterprises can evaluate AIServiceOps and consider it a digital transformation
tool. The paper presents a case study of a company that implemented AI-powered service operations
(AIServiceOps) and analyzes the resulting business outcomes. The study shows that AIServiceOps can
significantly improve service delivery, reduce response times, and increase customer satisfaction.
Furthermore, it demonstrates how AIServiceOps can deliver substantial cost savings, such as reducing
labor costs and minimizing downtime.
MEDIATING AND MODERATING FACTORS AFFECTING READINESS TO IOT APPLICATIONS: THE...IJMIT JOURNAL
Although IOT seems to be the upcoming trend, it is still in its infancy; especially in the banking industry.
There is a clear gap in literature, as only few studies identify factors affecting readiness to IOT
applications in banks in general, and almost negligible investigations on mediating and moderating
factors. Accordingly, this research aims to investigate the main factors that affect employees’ readiness to
IOT applications, while highlighting the mediating and moderating factors in the Egyptian banking sector.
The importance of Egypt stems from its high population and steady steps taken towards technology
adoption. 479 valid questionnaires were distributed over HR employees in banks. Data collected was
statistically analysed using Regression and SEM. Results showed a significant impact of ‘Security’,
‘Networking’, ‘Software Development’ and ‘Regulations’ on ‘readiness to IOT applications. Thus, the
readiness acceptance level is high‘Security’ and ‘User Intention’ were proven to mediate the relationship
between research variables and readiness to IOT applications, and only a partial moderation role was
proven for ‘Efficiency’. The study contributes to increasing literature on IOT applications in general, and
fills a gap on the Egyptian banking context in particular. Finally, it provides decision makers at banks with
useful guidelines on how to optimally promote IOT applications among employees.
EFFECTIVELY CONNECT ACQUIRED TECHNOLOGY TO INNOVATION OVER A LONG PERIODIJMIT JOURNAL
IT (Information and Communication Technology) companies are facing the dilemma of decreasing
productivity despite increasing research and development efforts. M&A (Merger and Acquisition) is being
considered as a breakthrough solution. From existing research, it has been pointed out that M&A leads to
the emergence of new innovations. Purpose of this study was to discuss the efficient ways of acquisition and
to resolve the dilemma of productivity decline by clarifying how the technology obtained through M&A
leads to the creation of new innovations. Hypothesis 1 was that the technology acquired through M&A is
utilized for innovation creation, Hypothesis 2 was that the acquired technology is utilized over a long
period of time, and Hypothesis 3 was that a long-term utilization has a positive impact on corporate
performance. The results, using sports prosthetics as a case study and using patents as a proxy variable,
confirmed all the hypotheses set. We have revealed that long-term utilization of technology obtained
through M&A is effective for creating new innovations.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly peer-reviewed journal that publishes articles on the strategic application of information technology in organizations from both academic and industry perspectives. The journal focuses on innovative uses of IT to support organizational goals and foster collaboration both within and outside organizations. It covers topics such as education technology, e-government, healthcare IT, mobile systems, and more. Authors are invited to submit original research papers for consideration through the journal's online submission system.
4th International Conference on Cloud, Big Data and IoT (CBIoT 2023)IJMIT JOURNAL
4th International Conference on Cloud, Big Data and IoT (CBIoT 2023) will act as a major forum for the presentation of innovative ideas, approaches, developments, and research projects in the areas of Cloud, Big Data and IoT. It will also serve to facilitate the exchange of information between researchers and industry professionals to discuss the latest issues and advancement in the area of Cloud, Big Data and IoT.
Authors are solicited to contribute to the conference by submitting articles that illustrate research results, projects, surveying works and industrial experiences that describe significant advances in Cloud, Big Data and IoT.
TRANSFORMING SERVICE OPERATIONS WITH AI: A CASE FOR BUSINESS VALUEIJMIT JOURNAL
This document discusses how AI-powered service operations (AIServiceOps) can create business value through digital transformation. It begins with background on digital transformation and how AI is driving changes in IT service operations. It then examines how AIServiceOps can streamline processes, provide insights, and improve customer experience. A case study is presented showing how one company implemented AIServiceOps to significantly reduce response times, increase customer satisfaction, and lower costs. The document argues that AIServiceOps can deliver both quantifiable and flexible benefits while enhancing organizational resilience and sustainability over the long term.
DESIGNING A FRAMEWORK FOR ENHANCING THE ONLINE KNOWLEDGE-SHARING BEHAVIOR OF ...IJMIT JOURNAL
The main objective of this paper is to identify the factors that influence academic staff's digital knowledgesharing behaviors in Ethiopian higher education. A structural equation model was used to validate the
research framework using survey data from 210 respondents. The collected data has been analyzed using
Smart PLS software. The results of the study show that trust, self-motivation, and altruism are positively
related to attitude. Contrary to our expectations, knowledge technology negatively affects attitude.
However, reward systems and empowerment by leaders are significantly associated with knowledgesharing intentions.Knowledge-sharing intention, in turn, was significantly related to digital knowledgesharing behavior. The contributions of this study are twofold. The framework may serve as a roadmap for
future researchers and managers considering their strategy to enhance digital knowledge sharing in HEI.
The findings will benefit academic staff and university administrations.The study will also help academic
staff enhance their knowledge-sharing practices.
BUILDING RELIABLE CLOUD SYSTEMS THROUGH CHAOS ENGINEERINGIJMIT JOURNAL
Cloud computing systems need to be reliable so that they can be accessed and used for computing at any
given point in time. The complex nature of cloud systems is the motivation to conduct research in novel
ways of ensuring that cloud systems are built with reliability in mind. In building cloud systems, it is
expected that the cloud system will be able to deal with high demands and unexpected events that affect the
reliability and performance of the system.
In this paper, chaos engineering is considered a heuristic method that can be used to build reliable cloud
systems. Chaos engineering is aimed at exposing weaknesses in systems that are in production. Chaos
engineering will help identify system weaknesses and strengths when a system is exposed to unexpected
knocks and shocks while it is in production.
Chaos engineering allows system developers and administrators to get insights into how the cloud system
will behave when it is exposed to unexpected occurrences.
A REVIEW OF STOCK TREND PREDICTION WITH COMBINATION OF EFFECTIVE MULTI TECHNI...IJMIT JOURNAL
It is important for investors to understand stock trends and market conditions before trading stocks. Both
these capabilities are very important for an investor in order to obtain maximized profit and minimized
losses. Without this capability, investors will suffer losses due to their ignorance regarding stock trends
and market conditions. Technical analysis helps to understand stock prices behavior with regards to past
trends, the signals given by indicators and the major turning points of the market price. This paper reviews
the stock trend predictions with a combination of the effective multi technical indicator strategy to increase
investment performance by taking into account the global performance and the proposed combination of
effective multi technical indicator strategy model.
NETWORK MEDIA ATTENTION AND GREEN TECHNOLOGY INNOVATIONIJMIT JOURNAL
This paper will provide a novel empirical study for the relationship between network media attention and
green technology innovation and examine how network media attention can ease financing constraints. It
collected data from listed companies in China's heavy pollution industry and performed rigorous
regression analysis, in order to innovatively explore the environmental governance functions of the media.
It found that network media attention significantly promotes green technology innovation. By analyzing the
inner mechanism further, it found that network media attention can promote green innovation by easing
financing constraints. Besides, network media attention has a significant positive impact on green invention
patents while not affecting green utility model patents.
INCLUSIVE ENTREPRENEURSHIP IN HANDLING COMPETING INSTITUTIONAL LOGICS FOR DHI...IJMIT JOURNAL
Information System (IS) research advocates employing collaborative and loose coupling strategies to address contradictory issues to address diversified actors’ interests than the prescriptive and unilateral Information Technology (IT) governance mechanisms’, yet it is rarely depicting how managers employ these strategies in Health Information System (HIS) implementation, particularly in a resource-constrained setting where IS implementation activities have highly relied on multiple international organizations resources. This study explored how managers in resource-constrained settings employ collaborative IT governance mechanisms in the case of District Health Information System 2 (DHIS2) adoption with an interpretative case study approach and the institutional logic concept. The institutional logic concept was used to identify the major actors’ logics underpinning the DHIS2 adoption. The study depicted the importance of high-level officials' distance from the dominant systemic logic to consider new alternative, and to employ inclusive IT governance mechanisms which separated resource from the system that facilitated stakeholders’ collaboration in DHIS2 adoption based on their capacity and interest.
DEEP LEARNING APPROACH FOR EVENT MONITORING SYSTEMIJMIT JOURNAL
With an increasing number of extreme events and complexity, more alarms are being used to monitor
control rooms. Operators in the control rooms need to monitor and analyze these alarms to take suitable
actions to ensure the system’s stability and security. Security is the biggest concern in the modern world. It
is important to have a rigid surveillance that should guarantee protection from any sought of hazard.
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THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GCB BANK LIMITED –KOFORIDUA
1. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
DOI : 10.5121/ijmit.2016.8101 1
THE CONTRIBUTION OF ELECTRONIC
BANKING TO CUSTOMER SATISFACTION: A
CASE OF GCB BANK LIMITED –KOFORIDUA
Martin Otu Offei and Kwaku Nuamah-Gyambrah
Koforidua Polytechnic , Ghana
ABSTRACT
Internet banking has the potential to provide fast and reliable services to customers for which they are
relatively happy. Due to the technological changes taking place all over the world, many institutions,
including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to
decongest the banking halls of customers who spend time unending in order to transact business. The
purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the
availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and
patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic
banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was
collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis
of data revealed that though there was the existence of internet banking facilities of the bank, respondents
of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully
patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank.
Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in
effective banking operations and transactional purposes. To maximize the operations and potential of the
bank management must endeavor to educate the customers about the existence of internet banking facilities
since a few customers were aware of the existence of such facilities.
KEY WORDS: internet banking, customer satisfaction,contribution, Ghana, ATM Cards, master
cards, visa, debit & credit cards
1. INTRODUCTION
People’s presence in banking halls in this modern era, is phasing out with the evolution of
Information, Communication and Technology (ICT), coupled with electronic products (Acquah,
2006). The preference for faster, convenient technology, advanced, more rewarding banking
experience, and a focus on excellent customer service delivery is becoming more imperative.
However, customers’ attitude and perception to the use of electronic banking are a challenge. The
African Banker 3rd quarter 2011 cover story dubbed “Africa’s banking technology as a helpful
tool in business strategy” states that “Electronic Banking products have turned out to be the
2. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
2
nucleus or central issue of various technologies in banks all over the globe” (Akoh, 2011). GCB
Bank, among others, accepted this technology as a new delivery channel for performing various
bank transactions. These Electronic Banking services give the customer the opportunity to
conduct banking transactions with great peace of mind and at his/her convenience. It also saves
time so that other interests can be taken into consideration. These e-banking activities range from
balance inquiry, cash withdrawals, Bill payments, fund transfer, electronic payment, and loan
applications among others (Agboola, 2006).
GCB has realized a rapid economic growth due to the usage of this technological banking policy
ranging from commerce to IT and financial services.
The progressive technological innovation is at the heart of Ghana’s banking institutions, bringing
financial services to the unbanked and driving ever-stiffer rivalry in the banking industry - from
card technology to mobile banking and to management software (Akinci et al., 2004). The use of
electronic payment is becoming the order of the day in the banking industry. Electronic payment
includes the use of Automated Teller Machine (ATM), VISA PLUS, Debit cards, mobile
banking, telephone banking, SMS banking, internet banking and e-zwich services.
To revolutionize customer service delivery by reducing turnaround time to the barest minimum,
whiles offering various forms of self-service to internal and external customers, has been an
uneasy task in the industry (African Banker, 2013). According to Bauer and Colgan (2001), the
emergence of technology is a system that marks electronic banking -e-banking works - buying
and selling of banking services over electronic system and through the internet, e-banking has
facilitated ATM’S, VISA, SMS alert, internet banking, e-zwich and mobile banking.
2. STATEMENT OF THE PROBLEM
Serving customers faster is imperative and an ultimate choice of the management of a bank its
customers. The use of technology and electronic product in the major banks are becoming a
common phenomenon, as the use of ATM, VISA CARD and its associated ICT technology is
known to promote efficiency and customer satisfaction in diverse ways. Electronic banking is
aimed at promoting customer satisfaction and decongesting of banking halls. The management of
the GCB Bank at Koforidua has embarked on promoting electronic banking through the use of
ATM (Quick Cash) Visa cards and other electronic product to attract its customers on its usage; it
is convenient, reliable, fast and safe. This promotion is through one-on-one education and
presentation on the importance of the use of electronic product.
However despite this campaign, the banking hall is always full with customers. Also there is not
much information as to how customers perceive the functioning of such electronic products
introduced by the banks and how it has impacted on customers’ patronage of such services
(Jayawardhena&Foley, 2000; Li, 2001).
Despite the introduction of those facilities, the banks have not fully taken advantage of such
facilities, though they have also reduced the human resource strength. This has led to
overcrowding in the banking halls and the resultant customer dissatisfaction. The financial system
around the world has been facing a lot of challenges. Mergers and acquisitions, deregulation,
increased competition, changing information systems and technology, and human resources with
different skills are just a few ‘forces’ that are influencing the banking business (Rogers, 2003).
3. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
3
Despite these investments, empirical research studies investigating the impact of these
developments, particularly IT investments on customer satisfaction of service delivery with
respect to retail banking is far and few.
The ATMs are also saddled with consistent breakdowns and internet services to easily access it is
difficult as far as the ordinary customer is concerned. All these have almost negated the
introduction of the internet banking services in general. For the above-mentioned reasons, this
study is being undertaken to assess the use of internet banking by GCB Bank and its relationship
with customer satisfaction.
3. OBJECTIVE OF THE STUDY
The general objective of the study is to assess the contribution of electronic banking to customer
satisfaction.
The specific objectives are:
1. To assess the availability of internet banking facilities at GCB Bank, Koforidua.
2. To assess the knowledge and patronage of electronic banking products by customers.
3. To examine the effectiveness of the usage of electronic banking facilities.
4. To examine the problem facing electronic banking products at GCB Bank, Koforidua.
4. RESEARCH QUESTIONS
1. What types of electronic banking facilities are available at the GCB Bank, Koforidua?
2. Are customers aware of the availability of all these facilities at GCB Bank, Koforidua?
3. How effective are these facilities being put to use to benefit customers at GCB Bank,
Koforidua?
4. What are the problems facing electronic banking at GCB Bank, Koforidua
5. LITERATURE REVIEW
Entrepreneurs, bookkeeping staff and other endorsed representatives can get to routine banking
activities, for example, stores, cleared checks and wired finances rapidly through a electronic
banking interface (Rotchanakitumnuai&Speece, 2003). This simplicity of audit aides guarantee
the smooth preparing of every banking transactions exchange once a day, as opposed to sitting
tight for month to month articulations. Slips or postponements can be noted and determined
rapidly, conceivably before any business effect is felt (Shittu, 2010). Electronic banking prompts
profitability picks up. Robotizing routine bill installments, minimizing the need to physically visit
the bank and the capacity to function as required as opposed to on keeping money hours may
diminish the time included in performing routine managing an account exercises
(Polatoglu&Ekin, 2001; Sathye, 1999). Moreover, online pursuit apparatuses, managing an
account activities and different projects can permit staff individuals to research exchanges and
purpose saving money issues all alone, without cooperating with bank representatives. At times,
month-end compromises for Visa exchanges and financial balances can be mechanized by
utilizing electronic banking records. Saving money connections and expenses are regularly taking
into account asset necessities (Steven 2002; Thornton & White, 2001). Organizations that place
more requests on saving money workers and need more physical help with wire exchanges,
4. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
4
stores, exploration solicitations and other managing an account exercises regularly bring about
higher saving money charges. Deciding on electronic banking minimizes business overhead and
managing an account costs.
As indicated by Robinson (2000) using e-saving money diminishes keeping money mistakes.
Automation of payments, wires or other predictable money related exercises guarantees
installments are set aside a few minutes and may counteract blunders created by console slips or
client mistake. Also, deciding on electronic managing an account dispenses with blunders
because of poor penmanship or mixed up data (Grouchy, 2002; Mols, 1999). Much of the time,
electronic documents and every day audits of managing an account information can be utilized to
twofold or triple check key bookkeeping information, which expands the exactness of money
related explanations. Expanded examination of corporate funds through reviews and hostile to
misrepresentation measures obliges an abnormal state of perceivability for every single money
related exchange (Hughes, 2001). Depending on electronic banking gives an electronic foot
shaped impression to all bookkeeping work force, directors and entrepreneurs who change
managing an account exercises. Electronic banking offers perceivability into keeping money
exercises, which makes it harder for under-the-table or deceitful exercises to go on (Moutinho&
Meidan,1989).
The Banking industry in Ghana assumes a critical part in the nation's economy. Through getting,
loaning and related exercises, banks encourage the procedure of creation, appropriation, trade and
utilization of riches. Banks additionally direct installment frameworks which are centre to an
economy. Rivalry and constraint of assets has put banks under weight to bring down their value-
based cost and enhance their administrations and keep up nature of administration. As indicated
by Yasuharu (2003), execution of data innovation and correspondence systems administration has
realized an upheaval in the working of the banks and the budgetary establishments. The move to
electronic managing an account has subsequently turned into a need for banks as it offers
significant open doors as far as upper hand and it additionally permits banks to build up a more
grounded and more sturdy business association with its clients.
As indicated by Wisdom (2012) the quick changes in business operations in contemporary times
as innovative change oblige banks in Ghana to serve their clients electronically. Customarily,
banks have been in the cutting edge of saddling innovation to enhance their items and
administrations. The keeping money industry and its surroundings in the 21st century is
exceptionally perplexing and focused and in this way the requirement for data and
correspondence innovation to take focal point of the audience in the operations of banks (Stevens,
2002).The approach of current innovation, for example, web utilization is growing quick and is
continually conveying new measurements to our day by day life. The saving money industry is
one of the areas that has profited from the advancing innovation by the presentation of Electronic
managing an account (Electronic banking) frameworks which give simple access to saving
money administrations. The study was done to evaluate the prospect and difficulties of Electronic
banking in SG-SSB LTD in Accra, Ghana. Ninety (90) organized surveys were regulated to
clients of Electronic banking items and some keeping money staffs to accumulate data concerning
E-saving money.
5. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
5
6. RESEARCH METHODOLOGY
This was a cross sectional study conducted at Ghana Commercial Bank Ltd. - Koforidua
Branch.Fraenkel and Wallen (2003) are of the perspective that, testing is the procedure by which
a portion is chosen to speak to the aggregate populace in general. The procedure of testing makes
it conceivable to draw inductions through watchful perception of variables inside of little extents
of the populace. In testing, the principle target is to choose a segment of the universe. An example
in an examination study alludes to any gathering from which data is acquired. The bigger
gathering to which one plans to apply the outcomes is known as the populace.
Due to the scattered and heterogonous nature of the respondents, the researcher adopted, the
convenient sampling technique to sample customers of the bank for the questionnaire
administration and the staffs were also purposively interviewed to augment the information and
data. This is because it was not easy for the researcher to obtain records of the customers from the
Bank hence there was no sampling frame to assist in the distribution of the questionnaire.
However to avoid duplication and multiple sampling any customers given questionnaire was
given a code with the day, date and time marked on it.
As indicated by Twumasi (2001) there are two sorts of inspecting procedures utilized as a part of
different examination studies. These are likelihood and non-likelihood testing. He further calls
attention to that in likelihood testing, every single unit inside of the populace is given equivalent
shot of being chosen. In the determination of the example estimate, a staff rundown of the
considerable number of classifications was acquired and staffs were chosen arbitrarily and the
surveys served to them. Individuals from the administration group, some senior authorities and
Human Asset chiefs were, on the other hand, purposively chose for talking.
Therefore, basic arbitrary inspecting (likelihood strategy) and reason examining (a non-likelihood
testing system) were the principle routines utilized as a part of selecting the respondents. The
sample size was 100, made up of 3 Management members, 14 employees and 83 customers.
Systematic sampling procedure was employed to select respondents from among the customers.
Due to the limited number of staff of the GCB Bank, Koforidua branch, purposive sampling
method was employed to select the participants i.e. management and staff.
• All the staff of the Koforidua Branch of the Bank was included in the study to allow for
adequate representation of the various views expressed.
• Systematic sampling selection method was used. A total of 110 questionnairewere
administered to 110 customers and out of that 100 responded, representing 91%, filled
and returned their questionnaire.
7. FINDINGS AND DISCUSSIONS
7.1. SOCIO-DEMOGRAPHIC CHARACTERISTICS OF RESPONDENTS
Table 1: Gender Distribution of Respondents
Gender Number Percentage %
Male 55 55
Female 45 45
Total 100 100
Source: From Survey Data, 2015
6. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
6
Results in table 1 indicates that majority of the respondents (55%) are males. The remaining 45%
are females. This implies that, all things being equal, there are more male customers of the bank
than female customers.
Table 2: Educational background of respondents
Source: from Survey Data, 2015
It can be seen from Table 2 that almost all the respondents who were involved in this study had
some form of education. Majority of them (67%) had higher education, this covered
qualifications from diploma to master’s degree, with only a few (33%) having lower
qualifications. This is an indication that the respondents are highly educated. This also adds a lot
of credibility to the data/information provided since they would be able to read and interpret the
questionnaire. This ability to understand is an important factor in the successful administration of
questionnaires for any research work.
8. FURTHER ANALYSIS
Table 3: Accessibility of internet banking facilities
Source: from Survey Data, 2015
Table 3 provides information relating the availability of internet banking facilities at GCB Bank,
Koforidua Branch. It can be seen from the table that almost all the respondents (90%) who were
involved in this study confirmed the existence and availability of internet banking facilities at
GCB Bank. However, only a few of the respondents (10%) were of the opinion that such facilities
do not exist. It is important that management of the branch make conscious efforts to educate all
their customers about the existence of such facilities for good banking.
Educational background Number Percentage (%)
SHS/Secondary 10 10
Voc/Commercial/Technical 8 8
Diploma 28 28
Bachelors’ 33 33
Masters’ 6 6
Others (Specify) 15 15
TOTAL 100 100
Availability of facility Number Percentage (%)
YES 90 90
NO 10 10
TOTAL 100 100
7. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
7
Table 4: Knowledge of Internet Banking by Respondents
SMS: Mobile
banking
ATM Visa Master Debit & credit Total Percentage
(%)
Mobile
banking
0 20 5 3 0 28 28
Cards:
ATM 20 18 1 1 40 40
Visa 5 8 3 2 18 18
Master 1 1 3 4 9 9
Debit & credit 0 1 1 3 0 5 5
Total 26 30 27 10 7 100 100
Source: from Survey Data, 2015
Table 4 is a square matrix (5x5) table displaying respondents’ knowledge of internet banking at
the GCB Bank, Koforidua branch, with regard to Mobile banking, ATM, VISA, MASTER Cards,
as well as, Debit and Credit cards. From the banking data, the summarized statistics indicate that
the respondents are more informed on ATM and MOBILE BANKING, representing 28% and
40% respectively. However, with regard to internet banking via VISA, MASTER AND DEBIT &
CREDIT CARD, it came out that respondents have limited knowledge on them,(having 18%, 9%
and 5%) respectively. It can be deduced for the statistics that customers are using different kinds
of technology-based products, either singularly or in multiples. This is an indication of the
customers’ receptive response to the introduction of such products in the banking sector. Further
analysis and results on knowledge of internet availability in terms of some central tendencies are
displayed in the Table 5.
Table 5: Central Tendencies of Knowledge of Internet Banking
Central
tendency Column 1 Column 2 Column 3 Column 4 Column 5 Column 6 Column 7
Mean 6.5 7.5 6.75 2.5 1.75 20 0.2
Standard
Error 4.6278145 4.481443 3.8378596 0.5 0.8539126 6.3796552 0.063796552
Median 3 4.5 4 3 1.5 18 0.18
Mode #N/A 1 #N/A 3 #N/A #N/A #N/A
Standard
Deviation 9.2556289 8.962886 7.6757193 1 1.7078251 14.265343 0.142653426
Range 20 19 17 2 4 35 0.35
Minimum 0 1 1 1 0 5 0.05
Maximum 20 20 18 3 4 40 0.4
Sum 26 30 27 10 7 100 1
Count 4 4 4 4 4 5 5
Large 20 20 18 3 4 40 0.4
Small 0 1 1 1 0 5 0.05
Table 5 reports the central tendencies (mean, standard error, median, mode, standard deviation,
variance, etc.), with regard to knowledge in availability of internet banking specifically Mobile
banking, ATM, VISA, MASTER Cards, and Debit and Credit cards. The mode is not applicable
8. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
8
in this study as most of the columns did not have means hence the display value N/A. The means
show between the largest and the smallest observation that the average number of respondents
have knowledge of availability of internet banking at the facility, of course with minimal errors.
Table 6: Importance (uses and purpose) of Internet Banking
Source: from Survey Data, 2015
Having established the fact that there is existence of internet banking and the various forms of
facilities, it was appropriate to find out the specific importance of the facilities and uses by
respondents. The results from the Table 6 shows that there are four main uses of internet banking
facilities as given by the respondents who were involved in this study. Thirty five out of a total of
100 respondents who were involved in this study used it for checking account balance and
statements, 42 representing (42%) on the other hand used it for withdrawal purposes, 18
respondents which represents (18%) used it for inter banking and the remaining 5 respondents
used it for international transactions.
Table 7: Effectiveness of the Usage of Internet Banking Facilities by Respondents
Source: from Survey Data, 2015
From table 4.3.8 above, majority of the respondents (55%) agree strongly that the internet
banking facilities provided by the bank are very effective. Only a small minority (3%) disagree
with that. The remaining 2% could not even decide. This implies that customers generally accept
the fact that the use of internet facilities by the bank had a wide acceptability among its
customers.
Table 8: Problems Associated with Internet Banking
Source: from Survey Data, 2015
Uses/Purpose Number Percentage (%)
Checking account balance and mini statements 35 35
Quick access to money 42 42
Inter banking 18 18
International transaction 5 5
TOTAL 100 100
Effectiveness of facility Number Percentage(%)
Strongly agree 55 55
Agree 40 40
Strongly disagree 0 0
Disagree 3 3
No response 2 2
Total 100 100
Problems in internet banking Number Percentage (%)
High cost in maintaining internet banking 10 10
High cost in getting reliable internet connectivity 7 7
High cost of internet charges 83 83
Total 100 100
9. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
9
With regard to problems associated with internet banking, result in table 8 indicate that the major
challenge given by the respondents was that of high cost of internet service charges, representing
83%. This was followed by high cost of maintaining internet facility and high cost of getting
reliable internet connectivity, representing 10% and 7%, respectively. The high charges could be
attributed to those responses given by the customer respondents, whilst the remaining 17% of cost
of internet maintenance and reliable service could be attributed to management and employees of
the facility.
The implication of this finding is that customers are weary of the high cost of transacting business
using internet banking services. This situation, if not dealt with by the bank could have negative
consequences, as customers may revert to the old system of doing business with the bank.
Furthermore, the unreliable nature of internet services in general is a great disincentive to the use
of internet banking, as customers are not likely to be able to transact business at their own
convenience.
9. FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
The use of internet in business in the 21st century is a very important and powerful tool that
cannot be over emphasized. As a result most banks have adopted its use through systems that are
efficient to maximize business potentials and objectives. This study sought to assess the level of
adoption of internet banking and its relationship with consumer acceptance, using GCB Bank,
Koforidua as a case study.
The following are the findings of the study on the basis of the analysis that have been performed:
Firstly, the study revealed that there is availability of internet banking services at GCB Bank for
use by customers. However, a few of the respondents (customers) were not aware of such
facilities. Specifically, those internet facilities that were available for use ranged from availability
and use of ATM, MOBILE BANKING services, VISA, MASTER AND DEBIT & CREDIT
CARD.
Secondly, it came out that there were four main uses of internet banking facilities as given by the
respondents which include checking account balance and statements, withdrawal purposes, inter
banking and international transactions. Some of these uses could be performed at one’s
convenience, either at home, office or at any place.
The study also found out that internet banking facilities existing at the branch were very effective
in their operations. There are however, some few challenges with their use by customers.
The main challenges are that of both management and customers. Management were of the view
that internet banking facilities were quite expensive in their operations and maintenance, whilst
customers on the other hand were of the opinion that internet banking service charges were quite
expensive.
Taking into account the discoveries of the study, the accompanying conclusions were come to:
Firstly, availability of internet banking facilities is important for performing all bank transactions
especially at ones’ own comfort.
Secondly, internet banking facilities come with extra operational cost and of course
corresponding charges that are usually meted out to customers or users of such facilities.
10. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
Furthermore, availability of internet banking f
very effective to management, employees and customers as well.
Finally, it can be concluded that on the overall, internet banking adopted by GCB Bank
Koforidua Branch is very well accepted and used by the
transactions and purposes.
In light of the discoveries and conclusions got from the study, the accompanying suggestions are
made:
It is recommended that all branches of GCB Bank adopt efficient internet banking faci
help in effective banking operations and transactional purposes. The efficiency and effectiveness
of its services is a determining factor that influence customer satisfaction.
Internet transaction cost should be re
to customers with regard to internet banking. This is because the high cost has the tendency to
scare prospective customers.
• Management of GCB Bank must endeavour to educate the customers about the existence
of internet banking facilities since only a few customers were aware of the existence of
such facilities. This would help to maximize the operations and potential of the bank.
• It is further recommended that management of the bank should take steps to address the
problem of constant breakdown of ATMs and the rampant manner in which the ATM
machines capture customers’ cards. These problems have a negative effect on the mindset
of customers. When they are addressed, it will go a long way to build and instill
confidence in customers.
BIODATA AND CONTACT ADDRESSES
Martin Otu Offei is a lecturer at the Computer Science Department and currently the
Director of the ICT Directorate at the Koforidua Polytechnic. He holds a Bsc and Msc
degree in Computer Science.
Martin Otu Offei
Koforidua Polytechnic,Ghana
Kwaku Nuamah-Gyambrah is a Lecturer in the Computer Science Department of
Koforidua Polytechnic with over 10 years’ experience in teaching and research. He
holds an MSc in Software Technology with Network Ma
Kwaku Nuamah-Gyambrah
Koforidua Polytechnic, Ghana
REFERENCES
[1] Acquah, P.A. (2006). Evaluating the Banking System in Ghana. Accra: Fifth Banking Awards
Ceremony
[2] Agboola, A.A. (2006). Electronic Payment Systems and Tele banking Services
Internet Banking and Commerce, 11.
[3] Akinci, S., Aksoy, S. and Atilgan E. (2004).Adoption of Internet Banking among Sophisticated
Consumer Segments in an Advanced Developing Country.International Journal of Bank Marketing,
Vol. 22 No. 3, pp. 212-232
International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
Furthermore, availability of internet banking facilities make bank operations and transactions
very effective to management, employees and customers as well.
Finally, it can be concluded that on the overall, internet banking adopted by GCB Bank
Koforidua Branch is very well accepted and used by the customers of the Bank for various bank
In light of the discoveries and conclusions got from the study, the accompanying suggestions are
It is recommended that all branches of GCB Bank adopt efficient internet banking faci
help in effective banking operations and transactional purposes. The efficiency and effectiveness
of its services is a determining factor that influence customer satisfaction.
Internet transaction cost should be re-examined by management since it was the main challenge
to customers with regard to internet banking. This is because the high cost has the tendency to
Management of GCB Bank must endeavour to educate the customers about the existence
cilities since only a few customers were aware of the existence of
such facilities. This would help to maximize the operations and potential of the bank.
It is further recommended that management of the bank should take steps to address the
constant breakdown of ATMs and the rampant manner in which the ATM
machines capture customers’ cards. These problems have a negative effect on the mindset
of customers. When they are addressed, it will go a long way to build and instill
mers.
ADDRESSES OF AUTHORS
is a lecturer at the Computer Science Department and currently the
Director of the ICT Directorate at the Koforidua Polytechnic. He holds a Bsc and Msc
is a Lecturer in the Computer Science Department of
Koforidua Polytechnic with over 10 years’ experience in teaching and research. He
holds an MSc in Software Technology with Network Management.
Acquah, P.A. (2006). Evaluating the Banking System in Ghana. Accra: Fifth Banking Awards
Agboola, A.A. (2006). Electronic Payment Systems and Tele banking Services in Nigeria.Journal of
Internet Banking and Commerce, 11.
Akinci, S., Aksoy, S. and Atilgan E. (2004).Adoption of Internet Banking among Sophisticated
Consumer Segments in an Advanced Developing Country.International Journal of Bank Marketing,
International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
10
acilities make bank operations and transactions
Finally, it can be concluded that on the overall, internet banking adopted by GCB Bank
customers of the Bank for various bank
In light of the discoveries and conclusions got from the study, the accompanying suggestions are
It is recommended that all branches of GCB Bank adopt efficient internet banking facilities to
help in effective banking operations and transactional purposes. The efficiency and effectiveness
t was the main challenge
to customers with regard to internet banking. This is because the high cost has the tendency to
Management of GCB Bank must endeavour to educate the customers about the existence
cilities since only a few customers were aware of the existence of
such facilities. This would help to maximize the operations and potential of the bank.
It is further recommended that management of the bank should take steps to address the
constant breakdown of ATMs and the rampant manner in which the ATM
machines capture customers’ cards. These problems have a negative effect on the mindset
of customers. When they are addressed, it will go a long way to build and instill
Acquah, P.A. (2006). Evaluating the Banking System in Ghana. Accra: Fifth Banking Awards
in Nigeria.Journal of
Akinci, S., Aksoy, S. and Atilgan E. (2004).Adoption of Internet Banking among Sophisticated
Consumer Segments in an Advanced Developing Country.International Journal of Bank Marketing,
11. International Journal of Managing Information Technology (IJMIT) Vol.8, No.1, February 2016
11
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