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Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement that...
The paper examines the important factors responsible for the adoption of Internet Banking Services in India. Exploratory and quantitative research forms the basis of this study. All internet banking services have been categorized into 7 types. Through a survey instrument, primary data has been collected from 27 banks' managers, as they are middle layer (between provider and actual customer) in internet...
Base on the Unified Theory of Acceptance and Use of Technology (UTAUT), the purpose of this study was to examine the influencing factors of the adoption of the financial services of Internet Bank. The proposed research model was validated with 371 respondents from nine domestic banks' customers in Taiwan. The findings of this study revealed that the prominent antecedents include Performance Expectancy,...
Advances in technology have attracted more e-banking users in an e-Commerce context. Measuring service quality enhances delivering superior services to achieve competitive advantages. Studies on Internet service quality provide an adequate framework for measuring web site interactivity. However, no consensus exists to date regarding electronic service quality dimensions. Antecedents of service quality...
In this paper, we proposed a new screen design for the internet banking website in Thailand. We first studied which factors affect the intention to use on the existing internet banking websites. University students were asked to perform the tasks on the existing internet banking websites. After that, advantage and disadvantage of components in the websites were evaluated. Then, based on user's preferences,...
Abstract-With the global ebanking flourish, many ebanks areworrying about the status quo because of the high risk. Some ofthem are closed, or sold, or losses. Faced with this situation, national network of ebanks and financial supervision departments have to strengthen researches and supervision ofebanking. The main purpose of this study is to discuss how risk influence the Chinese customers make...
Based on Technology Acceptance Model (TAM) predecessors have studied the impact of Internet word-of-mouth on consumer's first selection. However, what is its impact on consumer's quadratic selection? This research, taking the baking industry as a carrier, analyzes the relationship among the credibility of electronic word-of-mouth, trust, perceived risk, attraction and the intention to use. The result...
Internet has played a pivotal role in transforming banking services into e-services. While several studies have examined the effective measurement of e-banking service quality, their lack of a holistic view has hindered accumulation of past knowledge. To address this issue, this study first reviews and summarizes the methodology, service quality dimensions, suggestions and limitations of seven e-banking...
The research focuses on the relationship among the factors of service quality, customer satisfaction and customer loyalty. Considering the fact that the manner of handling complaints of banks might influence the loyalty of customers who had these complaints, the research attempts to put complaint handling in the customer loyalty model and learn its impact. Based on literature review, we propose the...
Users always expect to acquire high quality services from online banking. Previous studies have found that website system quality is a main factor determining online users' initial adoption and usage. For their continuance usage, service quality may be a main determinant. This research proposes that online banking service quality, reputation and security influence users' continuance usage through...
This study applying E-S-QUAL scale to analysis the factors affecting consumers to use internet banking services. Four factors were identified: e-service quality, e-customer satisfaction, perceived value and e-loyalty. Structural equation modelling (SEM) was computed to determine the relationships among these factors. The main results are as follows: there is 1) a positive relationship between e-service...
Taking into account the attractive prospect of the Internet, more and more service providers provide offline and online services simultaneously. At the same time, there are many online service providers who only provide online services. But the adoption of online services, especial for online transaction services develops slowly. This study selects the online banking as the research object and explores...
In order to confirm the influencing factors of customer satisfaction to individual Internet banking in China, customer satisfaction was introduced into this industry. Based on previous studies, series of factors related were extracted and summarized, and a research model was designed, with its hypothesis tested. The data were collected by surveys through a professional research site. With KOM and...
Nowadays technology is growing fast and always adds new dimensions to our daily lives. In this way, Internet banking systems allow users to manage financial affairs such as checking account balances and transferring money between accounts as fast and easy as it can be. This study is done in Iran and Malaysia, the basic structure in Malaysia causes more concern, as well as use of this new way of banking...
The increasing popularity of the Internet in China has created great challenges and opportunities for various business sectors. The banking industry is no exception. To sustain business competitiveness, more and more financial institutions are providing Internet banking services. Thus, there is a need for research to investigate the way in which Internet banking site features ultimately influence...
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