A Stakeholders Perspective on the effect of e-Banking on Customer Satisfaction in Commercial Banks using Funnel Ranting Method (Published)
This study examines and explores the effect of e-banking on customer satisfaction in commercial banks. A sample of 500 respondents were selected from a population of 2500 to elicit their views and opinions on the factors responsible for e-banking and customers satisfaction. Such uses both qualitative and descriptive statistics to examine variables like; accessibility, reliability, safety, affordability and consistency using the Funnel Method and Likert Scale to conclude that electronic banking services are more effective in terms of speed and accuracy compared to the traditional counter service banking. However, the study findings showed that electronic banking services cannot always be dependable and reliable because of frequent break downs of the systems.
Keywords: Commercial Banks, Customer Satisfaction, Stakeholders, e-Banking, funnel ranting method
Electronic Banking Products and Services of Private Commercial Banks in Bangladesh: Present Status and Challenges (Published)
Bill Gates (2008) announced “banking is essential, banks are not”. This quotation means, the traditional branch banking is going to vanish in order to be surrogated by Electronic Banking (E-banking) which continues to attract new users. It provides users, working with a home computer attached by network to their bank, with the ability to authorize payments, reconcile accounts, and access a variety of other banking services with the help of ATM, Visa Card, Master Card, Q-cash, E-cash, Ready cash, Mobile, Internet etc. E-banking has a lot of benefits which add value to customers’ satisfaction. For collecting the data a highly structured questionnaire was made. The questionnaire was designed into four parts. The statistical techniques used for the analysis were the descriptive analysis, ANOVA analysis and Chi-Square test. There are some associated challenges identified in the study that seem to hinder the success of e-banking services and thus constitute major concern to both financial institutions and customers. The paper recommends various measures should be put in place to make e-banking system smooth, effective and more secure. This paper concludes that e-banking has become important phenomenon in the banking industry and it will continue as more progress and innovations are made in information technology
Keywords: Banking Sector, Challenges and Trends, Online Banking, Private Commercial Banks, e-Banking
Information System Security (ISS) And E-Banking: Market Value Perspective (Review Completed - Accepted)
The Internet has played a key role in changing how we interact with other people and how we do business today. As a result of the Internet, electronic commerce has emerged, allowing businesses to more effectively interact with their customers and other corporations inside and outside their industries. One industry that is using this new communication channel to reach its customers is the banking industry. The electronic banking system addresses several emerging trends: customers’ demand for anytime, anywhere service, product time-to-market imperatives and increasingly complex back-office integration challenges. The challenges that oppose electronic banking are the concerns of security and privacy of information. Therefore, understanding the financial value resulting from ISS investments is critically important to organizations focused on protecting service confidentiality, integrity, and availability in order to preserve firm revenues and reputations. On this basis, the aim of this paper is studying the relationship between e-banking investments in ISS and their market value impacts.
Keywords: Information System, Information Systems Investments, Market Value, Value of Information Security Investments, e-Banking