| Title : | Customer perceived value toward internet banking : a case of Nepalese commercial banks | | Material Type: | printed text | | Authors: | Dikshya Sharma, Author | | Publication Date: | 2016 | | Pagination: | 96p. | | Size: | GRP/Thesis | | Accompanying material: | 6/B | | Languages : | English | | Descriptors: | Internet banking
| | Class number: | 368.006 | | Abstract: | Internet banking is now a global phenomenon. According to Kim et al. (2006), internet banking is the act of conducting financial intermediation on the internet. It is that process whereby the customer is able to access, control and use his/her account over internet. As per Khan (2007), internet banking includes the system that enables financial institution customers, Individuals or business, access accounts, transact business, or obtain information on financial product and services on public or private network including internet. Electronic banking is a profitable business as well as service, along with which it carries risk to customer and banks, it is very important to understand what customers want and what is being provided by the financial institutions (Banstola, 2007).
The major objective of the study is to examine the perceived customers’ value towards internet banking services in Nepalese commercial banks. The other specific objectives are as follows: 1. To examine whether customer feels the internet banking as a valuable and useful step of technology in banking services or not. 2. To analyze the customer perception about internet banking services.3. To identify the relation of ease of use, cost, responsiveness, reliability and efficiency with customers perceived value towards internet banking.4. To determine the major factors affecting customers perceived value towards internet banking.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect customers’ perceived value towards internet banking in Nepal. The study includes 23 commercial banks and total of 209 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs.
The study found that reliability and customer’s perceived value towards internet banking system are positively related. It means an increase in reliability leads to an increase in customer’s perceived value towards internet banking system of Nepalese commercial banks efficiency has positive correlation with customer’s perceived value towards internet banking system that increase in efficiency will lead to an increment in customer’s perceived value towards internet banking system. Security component is a positively and significantly related to customer’s perceived value towards internet banking system. It means an increase in security will lead to an increment of customer’s perceived value towards internet banking system. Ease of use of internet banking system is positively and significantly correlated with the customer’s perceived value towards internet banking system. It means that increase in ease of use of internet banking system will lead to an increment of customer’s perceived value towards internet banking system. Responsiveness has positive and significant correlation with customer’s perceived value towards internet banking system. Increase in responsiveness leads to increase in customer’s perceived value towards internet banking system. Costs have positive and significant correlation with customer perceived value.
Regression analysis shows that beta coefficient for responsiveness is positive and significant. The result indicates responsiveness has significant positive impact on customers’ perceived value towards internet banking. Similarly, the beta coefficients for efficiency and ease of use are also positive indicating that increase in ease of use leads to increase in perceived value towards internet banking. Likewise, estimated regression results show that beta coefficient is positive and significant for security at 5 percent level of significance. The result thus indicates that higher the security, higher would be customer’s perceived value towards internet banking system. Likewise, the beta coefficient for the responsiveness is also positive and significant at 5 percent level of significance. The result indicates that higher the responsiveness, higher would be the customer’s perceived value towards internet banking system. Similarly, beta coefficient for the cost is positive and significant at 5 percent level of significance. The results indicate cost has significant positive impact on customers’ perceived value towards internet banking.
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Customer perceived value toward internet banking : a case of Nepalese commercial banks [printed text] / Dikshya Sharma, Author . - 2016 . - 96p. ; GRP/Thesis + 6/B. Languages : English | Descriptors: | Internet banking
| | Class number: | 368.006 | | Abstract: | Internet banking is now a global phenomenon. According to Kim et al. (2006), internet banking is the act of conducting financial intermediation on the internet. It is that process whereby the customer is able to access, control and use his/her account over internet. As per Khan (2007), internet banking includes the system that enables financial institution customers, Individuals or business, access accounts, transact business, or obtain information on financial product and services on public or private network including internet. Electronic banking is a profitable business as well as service, along with which it carries risk to customer and banks, it is very important to understand what customers want and what is being provided by the financial institutions (Banstola, 2007).
The major objective of the study is to examine the perceived customers’ value towards internet banking services in Nepalese commercial banks. The other specific objectives are as follows: 1. To examine whether customer feels the internet banking as a valuable and useful step of technology in banking services or not. 2. To analyze the customer perception about internet banking services.3. To identify the relation of ease of use, cost, responsiveness, reliability and efficiency with customers perceived value towards internet banking.4. To determine the major factors affecting customers perceived value towards internet banking.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect customers’ perceived value towards internet banking in Nepal. The study includes 23 commercial banks and total of 209 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs.
The study found that reliability and customer’s perceived value towards internet banking system are positively related. It means an increase in reliability leads to an increase in customer’s perceived value towards internet banking system of Nepalese commercial banks efficiency has positive correlation with customer’s perceived value towards internet banking system that increase in efficiency will lead to an increment in customer’s perceived value towards internet banking system. Security component is a positively and significantly related to customer’s perceived value towards internet banking system. It means an increase in security will lead to an increment of customer’s perceived value towards internet banking system. Ease of use of internet banking system is positively and significantly correlated with the customer’s perceived value towards internet banking system. It means that increase in ease of use of internet banking system will lead to an increment of customer’s perceived value towards internet banking system. Responsiveness has positive and significant correlation with customer’s perceived value towards internet banking system. Increase in responsiveness leads to increase in customer’s perceived value towards internet banking system. Costs have positive and significant correlation with customer perceived value.
Regression analysis shows that beta coefficient for responsiveness is positive and significant. The result indicates responsiveness has significant positive impact on customers’ perceived value towards internet banking. Similarly, the beta coefficients for efficiency and ease of use are also positive indicating that increase in ease of use leads to increase in perceived value towards internet banking. Likewise, estimated regression results show that beta coefficient is positive and significant for security at 5 percent level of significance. The result thus indicates that higher the security, higher would be customer’s perceived value towards internet banking system. Likewise, the beta coefficient for the responsiveness is also positive and significant at 5 percent level of significance. The result indicates that higher the responsiveness, higher would be the customer’s perceived value towards internet banking system. Similarly, beta coefficient for the cost is positive and significant at 5 percent level of significance. The results indicate cost has significant positive impact on customers’ perceived value towards internet banking.
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