• East Asian Journal of Business Economics (EAJBE)
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• v.3 no.2
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• pp.13-20
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• 2015

Online or e-banking has been adopted as key banking innovation in Uganda adopted by all financial institutions in the country. This research explored the state of e-banking and its efficacy in Uganda banking industry. A correlation analysis approach was adopted for this research. In Uganda, the banking sector has been liberalized with telecommunications allowed to effect e-banking and ecommerce transactions. The study concentrated on the periods of years 2011/2012 and 2012/2013. Findings from this research revealed that BOU uses UNISS for real time gross settlement (RTGS). Since its adoption a +1 coefficient correlation was realized. With the use of mobile money, also a +1 coefficient correlation was achieved for the period under consideration. As regards the use of e-cheques, there was a drop reflected by -2.8 percent which could have been attributed to perception of the users, though there was a +1 coefficient correlation when considering e-cheque transactions and the monetary value. The use of EFT in Uganda generated a +1 coefficient correction considering the number of users and the monetary value involved. Bank of Uganda should work hard and make or go live with electronic banking supervision software which would aid them with their supervisory roles.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.10
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• pp.251-264
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• 2022

This study explores e-banking variables that affect client satisfaction in the Saudi Arabian banking industry spanning three dimensions: reliability, security concerns, and efficiency, which were chosen as predictors of customer satisfaction in the e-banking industry. A field survey using a self-administered questionnaire as a data collection instrument was adopted to collect the required data from a convenience sample of 250 participants of Saudi banking customers. The overall fit of the hypothesized model was tested using linear regression to find the rate of the independent factors' impact on the dependent variable. The study's findings revealed that there is a statistically significant relationship between the three dimensions and customer satisfaction in Saudi e-banking, with the largest impact being that of reliability, followed by efficiency, and finally security concerns. Also, the study found there was a significant difference in reliability which was considered more important for Saudis and there was a significant difference in efficiency, which was considered more important by males. The findings of this study suggest that these three dimensions are instrumental in e-banking customer satisfaction and that banks can gain a competitive edge by providing better services in these dimensions to sustain and develop their performance in the increasingly globalized banking industry.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.465-473
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• 2021

This research is motivated by the concept of online banking or Internet banking where consumers aren't required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction; e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty.

• Asia pacific journal of information systems
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• v.23 no.1
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• pp.65-86
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• 2013

Understanding success factors in electronic banking is important to helping banks succeed. In this study, we extend DeLone and McLean's IS success model to the electronic banking by adding trust as a success variable. We tested the extended model by comparing internet banking and mobile banking in Indonesia. Using a structural equation modelling approach. We found that system quality had positive impacts on perceived usefulness and end-user satisfaction for both internet banking and mobile banking. The development of e-banking (internet banking and mobile banking) in Indonesia is in its initial stage. Finally, although we tested for the common method bias to relieve concern, further research may use multiple methods when collecting the data. This study investigated the role of each dimension of IS success in the electronic banking environment. While the original IS success model emphasizes individual and organizational impacts, we have argued that trust is an important indicator of IS impact on an individual socially in the banking industry. The contribution of our study is two-fold. Conceptually, the study is the first to extend the IS success model to the e-banking context. We provide an extension of the updated IS success model by adding trust as an outcome variable in the research model.

• The Journal of Information Technology and Database
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• v.8 no.2
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• pp.1-15
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• 2001

In trying to bring about online CRM(customer relationship management), companies have paid much attention to eCRM. The key of eCRM is a recommendation system, which is being used by E-commerce sites to find products to purchase. To maintain a constant flow of marketing information and feedback it is important to staying in touch with customers. In this respect, eCRM becomes a serious business tool for sales activities. In this article we present tee case of Kookmin Internet banking eCRM welch is one of the first examples of implementing eCRM in commercial web site in Korea. We examine how Kookmin Internet banking develops eCRM and how it provides customized services to customers. We also explore the role of eCRM in Internet banking and the level of personalization technology used in Kookmin eCRM case.

• The Journal of Society for e-Business Studies
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• v.4 no.2
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• pp.95-113
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• 1999

Recently, Internet services are rapidly spreading all over the world. Internet will have a great influence on financial market and banking industry. Customers will obtain full banking services over Internet. Thus, Internet banking is an unavoidable choice to strengthen the competitive edge of banks. This paper designs and develops an application for Internet banking services in the existing banks. The implementation of Internet banking requires the construction of website, web pages and links to other related information. Using Oracle DBMS(Database Management System), Oracle Application Server, PL/SQL(Procedural Language/SQL), Java Applet, and Java Script, a prototype for Internet banking is implemented.

• Journal of Digital Convergence
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• v.13 no.4
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• pp.175-189
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• 2015

As issues of Fintech(Financial technology) emerge, research on electronic banking is growing and garnering much attention in the market. This study analyzed 184 studies on e-banking over 15 years, from 2000 to 2014. Using meta-analysis, the paper draws attentions to the trends in domestic electronic banking studies. Interest peaked in 2008, when 28 papers were published and 35 theses in Information Security and Cryptology were announced. This research focus emphasizes the impact of e-banking services, technology and infrastructure, and laws and regulations on society. Electronic payment systems are a focal point of research on technology and infrastructure. Research on the e-finance market have influenced studies on the financial progress and other social issues. Benefits of this research include a better understanding of the trends in electronic banking studies and its influence on related fields, as well as help electronic banking-related policies and technology research.

• The Journal of Society for e-Business Studies
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• v.3 no.1
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• pp.155-173
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• 1998

In this paper we present the development of internet banking and its impact on financial market. The internet banking has been introduced since 1990s, from which customers could obtain most financial services over internet, and will replace with the traditional banks. According to a survey, most of bankers agree that internet will play an important role in banking industry. The internet banking has an enormous impact on the transfer system and banking industry. The transfer system is divided into two-large-value transfer system and small-value transfer system, depending on the size of its transfer amount. The internet banking will enhance the transfer system, especially small-value transfer system. It will reduce the time lag between transaction of service and its payment. However, a congestion or a blockage in a part of network might stop the financial service all over the network, which is called "computer risk". As internet banking develops, banks have incentives to reduce their branches and have to compete with information-business companies which can offer financial EDI.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.26 no.6
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• pp.1513-1526
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• 2016

Since finance companies started e-banking services, those services have been diversified and use of them has continued to increase. Finance companies are implementing financial security policy for safe e-banking services, but e-Banking incidents are continuing to increase and becoming more intelligent. Along with the rise of internet banks and boosting Fintech industry, financial supervisory institutes are not only promoting user convenience through improving e-banking regulations such as enforcing Non-face-to-face real name verification policy and abrogating mandatory use of public key certificate or OTP(One time Password) for e-banking transactions, but also recommending the prevention of illegal money transfer incidents through upgrading FDS(Fraud Detection System). In this study, we assessed a blacklist based auto detection method suitable for overall situations for finance company, a real-time based suspicious transaction detection method linking with blacklist statistics model by each security level, and an alternative FDS model responding to typical transaction patterns of which information were collected from previous e-Banking incidents.