In the findings it was established that electronic banking system like atm, pay direct, electronic check conversion, mobile telephone banking and e transact has a great impact on bank performance because they increase profitability, reduce bank cost of operations, and increase bank asset and bank efficiency. Another study observed the impact of ebanking on employees job security in saudi. Mohammad and saad 2011 examined the impact of electronic banking on the performance of jordanian banks for the period 20002010 by using ols and found that e banking has a significant negative. The impact of e banking on the performance of jordanian banks. They claim that internet makes it easier to serve and communicate with clients. The effect of electronic banking on customer services delivery in. Customer satisfaction with atm banking is therefore the feeling developed from an evaluation of the atm banking use experience whether the atm banking performed relatively well or poorly against expectations.
When you give your check to a cashier in a store, the check is run through an electronic system that captures your banking information and the amount of the check. Since nigerian banks gravitation to e banking, rooted in the urge to completely satisfy the demand of their. E banking conceptual framework remote banking, considered representative for the new economy, consists of electronic transactions between customers and their bank. With the world experiencing a global electronic revolution where almost every business transaction can be done through electronic means, zimbabwean banks have not been left out. Pdf impact of electronic banking on customer satisfaction. Regarding the dimension of accessibility, the study indicates that it had insignificant impact on customers. The impact of technology on banking operations, a comparative analysis between public and private sector banks survey is. Impact of electronic banking on customer satisfaction. Pdf the impact of electronic banking service quality in.
Impact of mobile banking on service delivery in the. Impact of electronic banking services on bank transactions najah hassan salamah 1 1 department of marketing, faculty of economic and administration, king abdulaziz universit y. Nowadays, the banks are mainly focusing on promoting the concept of ebanking among their customers since it can provide speedier, faster and reliable services to the customers better than traditional banking. Electronic banking is the use of electronic means to transfer funds directly from one account to another, rather than by check or cash. Pdf impact of electronic banking services on bank transactions. The research was conducted among 358 eservice customers using a comprehensive. Pdf on jan 1, 2015, malikeh beheshtifar and others published impact of electronic banking on customer loyalty find, read and cite all the research you need on researchgate. Impact of e banking on traditional services e banking. Fredrick a 2012the impact of electronic banking transaction in the banking industry. This is approved for students in accountancy, business, computer science, economics, engineering, arts.
The impact of ebanking on customer satisfaction in nigeria. The general purpose of the study is to investigate the impact of electronic banking on customer satisfaction in guarantee trust bank plc. E banking is a generic term making use of electronic channels through telephone, mobile phones, internet etc. Largest banks face higher demand for their services, thus, are more. Analysis the effects of electronic banking on customer. Assessment of electronic banking services impact on the economic parameters of the bank activity. This underpins the essence of this research work, which aims at evaluating the impact of e banking on the performance of nigerian banks. Electronic banking services have become an important practice among commercial banks in nigeria. Impact of electronic banking on customer satisfaction chapter one introduction 1. This study is aiming to assess the impacts of electronic banking towards customer. Pdf the impact of electronic banking services on customer. Digital transformation in banking the future of banking todays demand of banking is. This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e banking and the opportunities and challenges of e banking. Electronic banking and the common banking products.
Electronic banking, more commonly known as e banking, is the newest delivery channel for banking services. Fornell 1992 defines customer satisfaction as the overall post purchase or usage evaluation. A rating scale for measuring productservice satisfaction, journal of marketing, pp. Ebanking list of high impact articles ppts journals.
First conceptualized in the mid1970s, some banks offered customers electronic banking in 1985. The objective of the research was to evaluate the significance of electronic system integrated in the banking sector for providing convenience services to their clients and the overall impact. Moreover, customers are shifting from traditional banking to online banking very rapidly because of various benefits such as cost and time effectiveness. The purpose of the study was to investigate the impact of e banking on the competitiveness of commercial banks in zimbabwe. Omnichannel is a multichannel approach to customer service where all the channels are tightly integrated, keeping customer in the center of the integration. Electronic banking is the use of electronic and telecommunication networks to deliver a wide range of value added products and services to bank customers s teven, 2002. Impact of electronic banking services on bank transactions najah hassan salamah 1 1 department of marketing, faculty of economic and administration, king abdulaziz universit y, saudi arabia. Danger of giving your card number when buying online. Cover page acct university impact of electronic banking products to customer satisfaction and bank profitability ishmael sillah number 9 cis 500 10282016 abstract in the world today, majority of the work we perform in our different organisations are done with the use of technology. Impact of electronic banking on customer satisfaction banking. The impact of ebanking service quality on customer. Hence, it is required to study carefully the increasing significance of internet banking, with its impact on customer satisfaction and business performance. The study covered a period of 5 years from year 2009 to 20. Moreover, it saves costs for banks on conducting lowvalueadded transactions.
Review of accounting studies, journal of accounting and economics, journal of accounting research. This paper will focus on the development of electronic money and its impact on the central bank role and monetary policy. Electronic banking services are being used with increasing frequency in most countries, including jordan. Jun 10, 2015 online banking has become the preferred way for many americans to conduct financial activities. The use of information technology in banking operations is called electronic banking. Nowadays, the banks are mainly focusing on promoting the concept of e banking among their customers since it can provide speedier, faster and reliable services to the customers better than traditional banking. The impact of electronic banking services on customer satisfaction in the sudanese banking sector article pdf available in international business research 116. The study used secondary data obtained from various central bank. Get free research paper on impact of electronic banking on customer satisfaction project topics and materials in nigeria. Identify the electronic banking services offered by gtb and its usage by customers to determine the impact of electronic banking services on customer value. Journal of internet banking and commerce, august 2015, vol. Questionnaire for customers the objective of the study is to identify and analyse the factors influencing the customers adoptionusage of technology in banking services in visakhapatnam city. In that, a group of the most important e banking services quality dimensions in the electronic field has been selected to figure out its impact on. It was found out that bank profits have gone up tremendously after the introduction of electronic banking in the banks involved in this study.
The study also sought to identify the extent of use of mobile and internet banking in financial institutions. Electronic banking, or e banking, is the term that describes all transactions that take place among companies, organizations, and individuals and their banking institutions. The impact of electronic banking on the competitiveness of. Many researchers appreciate that electronic banking e banking is defined to include the provision of retail and small value banking products and services through electronic channels as well as large value electronic payments and other wholesale banking services delivered electronically georgescu, 2005. The impact of electronic banking on customers satisfaction in.
E banking, before it became widely used in any other developed and developing countries h. Electronic banking services measures many of the researchers who studied the electronic banking services and the difference were in the number of methods or disagree in the title. E banking services features, challenges and benefits 51 2. The study used secondary data obtained from various central bank of. Ovia, 2001 argued that electronic banking is a product of ecommerce in the field of banking and financial services. Varying impacts of electronic banking on the banking industry. Factors influencing customer satisfaction with atm banking. Abstract internet banking and other modes of e banking have been a blessing for banking as far as speed, convenience and cost of delivery is concerned, but alongside it has brought many risks. Traditional banking, electronic banking, atm, creditdebit cards, online banking, customers, branches, technological products, organisations. Electronic check conversion converts a paper check into an electronic payment in a store or when a company gets your check in the mail.
The study found that there is statistical significant impact of the electronic banking services ease of use, usefulness, web site design, privacy on customers loyalty of commercial banks in jordan. E banking is the term that signifies and encompasses the entire sphere of technology initiatives that have taken place in the banking industry. To determine the impact of electronic banking services on customer value. Abstract internet banking is changing the banking industry, having the major effects on banking relationships. Online banking through traditional banks enables customers. The impacts of electronic banking on customer satisfaction. Impact of electronic banking on customer satisfaction and. The study aimed to examine the impact of electronic banking services on the customers loyalty of commercial banks in jordan. Through reducing bank costs, electronic banking can increase bank incomes. The impacts of electronic banking in nigeria banking system westbrook, robert a. Development of electronic money and its impact on the.
This study sought to determine the impact of mobile and internetbanking on performance of financial institutions in kenya where the survey was conducted on financial institutions in nairobi. The impact of e banking on a bank size in the us is evaluated in sullivan and wang 2005. Banks are also offering payment services on behalf of their customers who shop in different eshops. The effect of electronic banking on the financial performance. Pdf the objective of the research was to evaluate the significance of electronic system integrated in the banking sector for providing convenience. The study sought to determine the impact of electronic banking on the profitability of commercial banks in kenya. The impact of electronic banking on customers satisfaction in ethiopian banking industry the case of customers of dashen and wogagen banks in gondar city. Dec 06, 2016 the purpose of the study was to investigate the impact of e banking on the competitiveness of commercial banks in zimbabwe. E banking may soon convert from a complementary to the main provider of financial services and products. Pdf impact of electronic banking on customer satisfaction a. With above support, this study tries to appear the effects of electronic banking services on customer satisfaction and loyalty among customers of six independent branches of melli bank in tehran.
Effecting personal investments through electronic banking j. The impact of electronic banking and information technology on the employees of banking sector sweety gupta and anshu yadav management and labour studies 2017 42. Berger, 2003karjaluoto, mattila and pento, 2001, simpson, 2002. Influence of digital banking on customer satisfaction. Consequently, a possible failure of a bank entering this sector can have various consequences on its future position in the market. The impact of electronic banking and information technology. It is the most leading part of the financial sector of the country as it is responsible for more than 70 % of the funds flowing through the financial sector in the country. The study established that online bank transaction to total asset ratio increased in an. This paper explores a few published articles that reported on the impacts of electronic banking on the banking industry.
The population of the research consists of the 43 commercial banks in operations as at 31st 2014 in kenya. This study purposed to investigate the influence of digital banking on customer satisfaction case of national bank of kenya bungoma county. Thus, the choice of electronic banking in nigerian banking system is not a mean stride. The study revealed that roa in commercial banks in kenya increased in upwards trends due increase in online customer deposits through internet banking. Impact of mobile banking on service delivery in the nigerian. The introduction of e banking services has improved banking efficiency in rendering services to customer. E banking services using an intelligent electronic device, such as a personal computer pc, personal digital assistant pda, automated teller machine atm, kiosk, or touch tone telephone. Assessment of electronic banking services impact on the. The case of adb, sgssb and barclays bank branches in the eastern region. The rapid changes in business operations in contemporary times in the form of technological improvement require banks in nigeria to serve their customers electronically. A purposive nonprobability sampling technique was utilized in a 150 samplesize selection from e banking customers of trust bank ghana limited, ecobank ghana limited and barclays bank ghana limited 50 from each bank.
Impact of e banking on traditional banking services shilpan vyas school of computer science and information technology, singhania university, pacheri bari, jhunjhunu 333515 rajasthan, india. Electronic banking according to alabed 2003 is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brickandmortar. These tools measure the acceptance of customers regarding the electronic banking services, which affecting customer loyalty. Here the focus is primarily on the forces sustaining the development of emoney and on the central bank ability to conduct monetary policy in the presence of emoney. The impacts of electronic banking on customer satisfaction in. Impact of electronic banking on financial performance. Reaction of online banking in economic and social aspects. Burr 1996 describes it as an electronic connection between the bank and the customer in order to prepare, manage and control financial transactions. Varying impacts of electronic banking on the banking. The study aims at examining the impact of mobile banking on service delivery in the nigeria commercial banks. Effect of internet banking on financial performance of. This study examined the impact of electronic banking products to customer satisfaction and bank profitability. The findings on the coefficient of determination, the study found that major changes in the financial performance of commercial banks in kenya could be accounted to.
Identify the electronic banking services offered by gtb and its usage by customers. Effects of internet banking on the financial performance of. The most effective way to understand and bring the organization from traditional banking to digital banking is omnichan nel approach. The impact of ebanking on customer satisfaction page 6 of researches conducted in some countries on customers perception of and reaction to electronic banking products and services, and others on customer. The impact of electronic banking services on the customers. Cemba thesis, kwame nkrumah university of science and technology, ghana. The core approach of the study is whether online banking adoption is performing well to return on asset, return on equity and margin. Digital transformation in banking the future of banking. The importance, effect, causes, relationship, comparison, history, role, solutions are discussed.
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