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Perceived e-banking security and customer satisfaction in nepalese commercials banks / Birendra Bist
Title : Perceived e-banking security and customer satisfaction in nepalese commercials banks Material Type: printed text Authors: Birendra Bist, Author Publication Date: 2019 Pagination: 121p. Size: GRP/Thesis Accompanying material: 1st/Gmba Languages : English Abstract: An essential determinant of efficient and stable banking is trustworthiness. Security is a significant issue in commercial bank management and is connected to a large number of bank activities. Electronic banking utilization is closely connected to the customers´ perception of security which has its impact on customer attitudes and behaviour (Grabner-Krauter and Faullant, 2008). Security of banking is determined by various factors. Commercial bank’s security is a complex system including many activities e.g. capital management in the context of credit, market and operational risks (i.e. capital adequacy management) etc. (Grubicka and Matuska, 2015). Electronic banking (E-banking) has become the order of the day especially with the high penetration of internet technology across the globe (Salimon et al., 2015). It is a new technology that is helping the service provider to offer a range of banking services like funds transfer, standing order, bill payment, cash withdrawal, and so on without necessarily interacting directly with the customers (Juwaheer et al., 2012). Despite the benefits of e-banking, its rate of adoption in underdeveloped countries is seriously poor. One of the key reasons for such is high rate of online insecurity and fraud. Furthermore, e-frauds, news of phishing, electronic scams and other related frauds have continued to intimidate both active and potential users of e-banking generally (Yousafzai et al., 2009). In fact, it has also been asserted that using internet technology to provide financial services is not living up to the expectation of users for such reason (Teoh et al., 2013).
According to Daniel (1999), online banking is a new phase in retail banking services. With the help of online banking, customers can request information and carry out their banking transactions. It facilitates balance inquiry, inter account transfers, utility bills payment, request check book through a telecommunication network or internet without physically visit the branches. The current situation demands from commercial banks to pay extraordinary attention to electronic banking security. Compliance with consumers’ needs and requirements, comprehensive customer care and bank customers’ satisfaction are currently in the center of attention of researchers and bankers. It represents an important marketing variable for most companies, especially those working at highly competitive markets (Bilan, 2013). Koskosas (2011) stated that electronic banking represents huge advantages for customers due to the simplicity and transactional costs reduction. Electronic banking can be defined as a providing bank products and services to customers through electronic channels. The utilization of these channels has underlined the essential role of bank security as the internet environment is more sensitive to system attacks (Dhillon and Torkzadeh, 2006).
The major objective of this study is to analyze the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. However, the specific objective of the study includes: to analyse the perception of the customer on level of service quality, easy to use, awareness, responsiveness, trust and privacy and customer satisfaction in Nepalese commercial banks, to examine the relationship of service quality, easy to use, awareness, responsiveness, trust and privacy with customer satisfaction in Nepalese commercial banks, to investigate the impact of service quality, easy to use, awareness, responsiveness, trust and privacy on customer satisfaction in Nepalese commercial banks, to analyse the most important e-banking security component affecting customer satisfaction in Nepalese commercial banks.
This study attempts to examine the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. The study is based on primary sources of data of 144 respondents which were collected from 26 Nepalese commercial banks. To achieve the purpose of the study, structured questionnaire is prepared. The research design adopted in this study is descriptive and causal comparative research design as this study examines the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. Customer satisfaction is the dependent variable. The independent variables are service quality, ease to use, awareness, responsiveness, trust and privacy. The correlation coefficient and regression models are estimated to test the significance and importance of e-banking security on customer satisfaction in Nepalese commercial banks.
The major conclusion of the study shows that service quality, ease to use, awareness, responsiveness, trust and privacy have positive impact on customer satisfaction in Nepalese commercial banks. Similarly, the study concludes that secured e-banking services have significant influence on the customer satisfaction. The study also concludes that privacy followed by responsiveness and trust is the most influencing factor that explains the customer satisfaction in Nepalese commercial banks.
Perceived e-banking security and customer satisfaction in nepalese commercials banks [printed text] / Birendra Bist, Author . - 2019 . - 121p. ; GRP/Thesis + 1st/Gmba.
Languages : English
Abstract: An essential determinant of efficient and stable banking is trustworthiness. Security is a significant issue in commercial bank management and is connected to a large number of bank activities. Electronic banking utilization is closely connected to the customers´ perception of security which has its impact on customer attitudes and behaviour (Grabner-Krauter and Faullant, 2008). Security of banking is determined by various factors. Commercial bank’s security is a complex system including many activities e.g. capital management in the context of credit, market and operational risks (i.e. capital adequacy management) etc. (Grubicka and Matuska, 2015). Electronic banking (E-banking) has become the order of the day especially with the high penetration of internet technology across the globe (Salimon et al., 2015). It is a new technology that is helping the service provider to offer a range of banking services like funds transfer, standing order, bill payment, cash withdrawal, and so on without necessarily interacting directly with the customers (Juwaheer et al., 2012). Despite the benefits of e-banking, its rate of adoption in underdeveloped countries is seriously poor. One of the key reasons for such is high rate of online insecurity and fraud. Furthermore, e-frauds, news of phishing, electronic scams and other related frauds have continued to intimidate both active and potential users of e-banking generally (Yousafzai et al., 2009). In fact, it has also been asserted that using internet technology to provide financial services is not living up to the expectation of users for such reason (Teoh et al., 2013).
According to Daniel (1999), online banking is a new phase in retail banking services. With the help of online banking, customers can request information and carry out their banking transactions. It facilitates balance inquiry, inter account transfers, utility bills payment, request check book through a telecommunication network or internet without physically visit the branches. The current situation demands from commercial banks to pay extraordinary attention to electronic banking security. Compliance with consumers’ needs and requirements, comprehensive customer care and bank customers’ satisfaction are currently in the center of attention of researchers and bankers. It represents an important marketing variable for most companies, especially those working at highly competitive markets (Bilan, 2013). Koskosas (2011) stated that electronic banking represents huge advantages for customers due to the simplicity and transactional costs reduction. Electronic banking can be defined as a providing bank products and services to customers through electronic channels. The utilization of these channels has underlined the essential role of bank security as the internet environment is more sensitive to system attacks (Dhillon and Torkzadeh, 2006).
The major objective of this study is to analyze the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. However, the specific objective of the study includes: to analyse the perception of the customer on level of service quality, easy to use, awareness, responsiveness, trust and privacy and customer satisfaction in Nepalese commercial banks, to examine the relationship of service quality, easy to use, awareness, responsiveness, trust and privacy with customer satisfaction in Nepalese commercial banks, to investigate the impact of service quality, easy to use, awareness, responsiveness, trust and privacy on customer satisfaction in Nepalese commercial banks, to analyse the most important e-banking security component affecting customer satisfaction in Nepalese commercial banks.
This study attempts to examine the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. The study is based on primary sources of data of 144 respondents which were collected from 26 Nepalese commercial banks. To achieve the purpose of the study, structured questionnaire is prepared. The research design adopted in this study is descriptive and causal comparative research design as this study examines the impact of perceived e-banking security on the customer satisfaction in Nepalese commercial banks. Customer satisfaction is the dependent variable. The independent variables are service quality, ease to use, awareness, responsiveness, trust and privacy. The correlation coefficient and regression models are estimated to test the significance and importance of e-banking security on customer satisfaction in Nepalese commercial banks.
The major conclusion of the study shows that service quality, ease to use, awareness, responsiveness, trust and privacy have positive impact on customer satisfaction in Nepalese commercial banks. Similarly, the study concludes that secured e-banking services have significant influence on the customer satisfaction. The study also concludes that privacy followed by responsiveness and trust is the most influencing factor that explains the customer satisfaction in Nepalese commercial banks.
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Barcode Call number Media type Location Section Status 701/D BIR Thesis/Dissertation Uniglobe Library Philosophy & Psychology Available