Exploring customer’s mobile banking experiences and expectations among generations X,Y and Z

Customer’s adoption of mobile banking portrays tremendous growth in developing countries. However, it seems that there is a lack of studies about customer’s experiences and expectations on mobile banking services, and more research is needed considering generational differences between mobile banking customers in Iran. The purpose of this study is to explore the customer’s mobile banking experiences and expectations among generations X, Y, and Z in a developing country context, Iran. Twenty-seven in-depth interviews were conducted from active users of mobile banking services with a generational split in Iran. A qualitative content analysis was employed to understand customer’s mobile banking experiences and expectations. This study identified specific features of different generations regarding their experiences and expectations of mobile banking services. Each generation displayed distinct characteristics of mobile banking. Generation X customers perceive mobile banking as complicated; generation Y customers prefer to use mobile banking for quick payments, while generation Z customers want to have more customized services and ranked mobile banking as a spontaneous solution. Every generation expects different features to focus on: generation X expects to have more user-friendly functions; generation Y prefers to have an online transaction tracker while generation Z appeals to have enhanced the user interface. This study offers a detailed strategic starting point for management to tailor dynamic customer expectations among different generations.     

Internet banking in the UK: Why are there not more customers?

Despite the increase in the number of internet users recorded by various agencies, the level of increase of internet usage for banking purposes has not increased at the same rate. One reason for this is continuing consumer fear about security which, despite the media coverage and the technical and verbal reassurances provided by the banks, still preys heavily on consumers' minds. Trying to resolve security fears is perceived to be part of the overall service to customers provided by the internet banking service providers. However, customers are continuing to demand increased levels of service quality. The research described in this paper attempted to identify whether or not specific problem areas exist for UK banks in achieving satisfactory performance on key attributes of service quality, particularly security, as perceived by a sample of UK internet banking customers. Using trade-off analysis to interview 56 internet banking customers, five key service quality attributes were identified and ranked. Cluster analysis was then adopted and revealed two groups of respondents. One group was most concerned about security-related issues while the other group was more interested in the convenience, speed and timeliness of the service. Overall, the internet banks were rated as being good on the five attributes except for the attribute ‘product variety/diverse features’. The question that arises from the findings is whether or not good performance by the internet banks on the service quality decision criteria is sufficient in a highly competitive internet environment, not only to attract new customers, but also to retain existing ones.     

Digital finance in Europe: Competitive dynamics and online behaviour

The internet has emerged as a widely recognised distribution channel for the banking industry in Europe. Traditional banks, as well as new players, have discovered its effectiveness compared with other channels. The aim of this paper is to draw a picture of online banking in Europe, by observing behavioural patterns of internet users accessing bank websites and managing their finances online. Similarities across countries as well as main differences emerge in market structure and competitive dynamics. In-depth analysis of Spain and Italy is provided.     

More hedonic versus less hedonic consumption behaviour in advanced internet bank services

Finnish internet banking can be considered as one of the most advanced in the world. This paper presents an exploratory analysis of the consumer characteristics in this sector. In the context of internet bank services the paper compares and contrasts two sets of consumers: those who prefer a more experiential view of consumption (more hedonic consumers) with those who believe in a less experiential view of consumption (less hedonic consumers). It was found that important differences exist between these two groups of consumers. Specifically, more hedonically orientated consumers place greater value on almost every proposed service dimension than the less hedonic consumers. These more hedonic consumers tend to be younger people, however, with lower education and income level and thus they do not appear to be an appealing target market for banks. In contrast, less hedonic consumers are found to be a more lucrative target market, even though they prefer basic services that concentrate on the core function of internet banking. The results have profound implications for internet bank services. Banks should focus on an improved functional operation of the services on the internet and cater more to the customers who find it effective and efficient.     

Factors affecting customers’ continued intentions to use Islamic banks

No study has concurrently verified the religious motives and attitudes that affected the customers’ continued intentions to use Islamic banks along with the importance of other factors and attributes associated with conventional banking services. This study examines factors affecting customers’ attitudes toward Islamic banks based on data obtained from interview surveys conducted in Jordan. The findings show that customers’ religious motives, their evaluations of a bank's compliance with Islamic law as an indication of the customers’ religious attitudes toward Islamic banks, and the ease of access to credit had a positive effect on the customers’ intentions to continue using Islamic banks. More specifically, the findings suggest that customers who continuously transact with Islamic banks more strongly emphasize religious attitudes, rather than credit constraints (such as the degree of access to credit) and religious motives. This study further reveals that religious attitudes, rather than mere religious motives, were the primary criterion for the customers’ continued intent to use Islamic banks, especially when considering the strong effect of their religious attitudes toward Islamic banks.

     

Understanding the intention to use mobile banking by existing online banking customers: an empirical study

The Indian banking sector can take advantage of the proliferation of smartphones as well as the government’s encouragement of cashless transactions to accelerate the use of mobile and online banking. The purpose of this study is to understand the initial acceptance of mobile banking by existing online banking users. Few studies have focused on online banking users’ behavioural intention to use similar services (such as mobile banking) in India. To this end, a theoretical model was developed using the technology acceptance model, which was extended to cover the adoption factors that influence users of online banking to use mobile banking. These adoption factors comprise perceived ease of use, perceived security, mobile self-efficacy, social influence and customer support. The dependent variable is customers’ behavioural intention to use mobile banking. A partial least squares structural equation modelling analysis was used to test the theoretical model with sample data from 420 online banking customers of various public, private, foreign and co-operative banks in India. The study found that the adoption factors had a significant impact on customers’ behavioural intention to use mobile banking. The findings of this study provide insight into digital banking channels, contribute to existing research on digital banking adoption and will educate banks and financial institutions on the adoption of mobile banking in India.

     

Online banking in India: An approach to establish CRM

Technology is fast altering the business servicescape. Its role in improving customer service levels is being used strategically and increasingly by service organizations. The service attributes and quality can be enhanced by deployment of technology. The Internet has facilitated convenience in customer interactions and transactions with the banks. Online banking is currently emerging as a new approach in India for providing improved accessibility and expediency to customers. Most banks have their own websites for improving the customer interface and offering online services. The article studies the applicability of online banking in India and its role in fostering relationships with customers and giving them more value. The research was conducted on customers familiar with online banking in India, and their perceptions about online banking were studied. The findings reveal that customers are using the services but are skeptical about the financial transactions and service quality dimensions.     

The impact of the Internet upon bank marketing

Information and communication are critical to developing customer relationships. Thus, new information and communication technologies (NICTs) became a key knowledge tool for the organisation within a relationship marketing strategy. Retail banking is a good example of a sector in which the virtualisation of relationships is increasing. However, there is no consensus as to whether banking relationships are strengthened or weakened by the use of technology. This article discusses the virtualisation of the interaction processes between banks and their customers and analyses the influence of the Internet on these relationships. A questionnaire was distributed by mail to 340 Internet banking services’ users. A principal components analysis and a multiple regression analysis were conducted in order to discuss the relationship between the identified dimensions of Internet banking and relationship marketing. The research finds three factors related to the use of Internet banking which strengthen the relationships between banks and their customers: the intensity of Internet use, the diversity of access locations and the diversity of Internet applications. From a managerial point of view, these findings have implications for the development of new relationship approaches based on technology.     

Consumer satisfaction and loyalty derived from the perceived quality of individual banking services: A field study in Eskişehir from Turkey

The research project intends to find out the differences in the quality of the services rendered by the national banks of Turkey as perceived by the bank customers. This paper is an academically held field research conducted in May 2000 in the city of Eski?ehir Turkey, covering 1340 respondents who are regular bank customers, that is, who carry out banking transactions more than once in a month. These banks are all well-known, nation-wide financial institutions publicly or privately owned and are classified under three main groups depending on their ownership style and their size. Respondents are selected systematically from different age groups, income groups, and occupations reflecting both sexes. A questionnaire form included ten close-end multiple-choice questions (excluding demographic questions) is designed for the research purpose     

Internet Banking

We use multivariate logistic regressions to identify factors affecting adoption of Internet banking. These factors include membership in a bank holding company, an urban location, and relatively higher premises and other fixed expenses to net operating revenue, higher noninterest income, and greater accounting cost efficiency than non-Internet banks. More profitable banks were more likely to adopt Internet banking after Quarter 2 1998, but more profitable institutions were less likely to be among the first movers in adopting Internet banking. Among banks with assets over $100 million, institutions with transactional Internet banking were generally more profitable and tended to rely less heavily on traditional banking activities. For banks with less than $100 million in assets, there was no statistical difference in profitability among mature Internet and non-Internet banks, but de novo Internet banks were significantly less profitable than non-Internet de novos.An erratum to this article can be found at     

The Impact of Internet-Banking on Brick and Mortar Branches: The Case of Turkey

The increased adoption and infiltration of the Internet has recently redefined the playground for retail banks. Retail banks are now offering their services primarily through their Internet banking branches. The repercussions of this change to “brick and mortar” banks have been studied in the context of developed market economies. In this paper, we contribute to the literature by studying the impact of Internet banking adoption on banks’ deposit collection, lending activities, and performance in an emerging market setting. By using a panel of 18 retail banks that operate in Turkey from 1990–2008, we demonstrate that Internet banking adoption has a positive impact on the level of profits, deposits and loans per branch. As operational activities are now provided via Internet branches, Internet banking facilitates banking activities in branches that require more human input. We also find that Internet banking adoption has a negative impact on bank profitability after 2 years of adoption as Internet banking increases competition and results in lower interest income. Accordingly, Internet banking complements brick and mortar branches.     

Customer account relationships and e-retail banking usage<Superscript>1</Superscript>

Financial institutions are actively developing new electronic banking products for their retail customers. To date, the market leaders have drawn a disproportionably higher share of e-retail banking customers. In response, smaller institutions have become quite active in exploring ways to participate profitably in online banking. A major influence is from a customer relationship management (CRM) perspective, where institutions try to limit the outflow of current customers and direct high-value customers to potential products from a multi-product service offering array. These efforts can succeed only if retail bank marketers focus the promotion of the new products and services that can utilise this channel toward those customers who are most likely to find them attractive. The first aim of this study was to examine the role that online and electronic banking play in defining the customer's primary financial relationship. The analysis of 701 retail customers of a financial institution presented in this study suggests that banks and other institutions are highly vulnerable to loss of customers to rivals with extensive online services. A second aim was to examine to what extent information on banking relationships is able to extend CRM analysis beyond that offered by typical demographic and income data. Current customer account relationships are found to be highly predictive of use of electronic services use in general. And, interest in the use of specific online services is related to differing customer relationships in addition to ordinary demographic and balance information. These findings can be useful for retail banking in identifying potential high-value users from a customer relationship management perspective.     

产权结构与商业银行贷款中的风险行为

产权结构是集中反映当前中国银行业公司治理特征的重要变量。基于我国14家代表性商业银行1994-2004年的面板数据，本文实证检验了产权结构差异对银行贷款中风险行为的影响。分析结果表明：在放贷过程中，非国有银行比国有银行更加谨慎，上市银行比非上市股份制银行更为谨慎。此外，国民经济的持续增长显著增加了商业银行贷款中的风险行为。银行贷款风险对存贷利差的变化并不敏感，对此尚未完成的利率市场化进程可作为部分解释。     

Mobile banking innovators and early adopters: How they differ from other online users?

The rapid pace of technological development has created opportunities for financial service providers to offer their services via multiple electronic channels. The mobile phone is one of the most promising but so far marginally adopted channel for using financial services by consumers. Earlier literature on innovation adoption argued that those among the first to adopt new innovations possess unique characteristics compared to the majority of consumers. This paper aims to study how mobile banking innovators and early adopters differ from other users of online banking services. An internet survey was conducted among customers of a large Scandinavian bank in Finland yielding 2,675 responses. Logistic regression was used to identify variables differentiating between users of mobile banking and other online banking services. Somewhat contradictory to earlier findings the results indicate that only age (p<0.0005) and gender (p=0.010) differentiate these two groups of customers, while education (p=0.957), income (p=0.624), occupation (p=0.596) and size of the household (p=0.151) were found to be insignificant in differentiating the groups. The results offer service providers better knowledge of the typical mobile banking user thus adding value to their marketing actions in the field of electronic banking.     

Hyperbolic distance function,technical efficiency and stability to shocks: A comparison between Islamic banks and conventional banks in MENA region

In this paper, we compare banking performance and resiliency between Islamic banks and conventional banks in MENA region over the period 2002–2014. Stochastic hyperbolic and radial output distance functions are employed to evaluate banking performances. Furthermore, hyperbolic distance function methodology is extended to evaluate bank's business risk through simulations. Historical extreme observed situations in terms of profit loss from the industry are used in order to simulate their impact on the overall profit distribution within the industry. More precisely, we compare the observed profit and the simulated one followed by an abrupt fall in bank lending and non-lending activities. Results find evidence of technical efficiency differences with bank type, some evidence with bank size. It is found that conventional banks are much more vulnerable to an important drop on their lending activities than non-lending activities, while Islamic banks are equally vulnerable to any drop of the activity. Furthermore, Islamic banks are found to be less vulnerable than their counterparts when they are exposed to shocks on their lending activities. Very large banks are much more resilient than small banks whatever is the bank stream. It is also found that bank vulnerability is more important when the banks are not able to adjust their costs in the short run, and increases with the exposure to higher shocks in magnitude.     

Trademarking status and economic efficiency among commercial banks: Some evidence for the UK

As competition in the banking sector has intensified over the last two decades, commercial banks have started to use trademarks to differentiate their products and services from those offered by their competitors. Less clear are the implications of the trademarking activities on the commercial banks’ performance. In this paper, we compare the cost and profit efficiency of trademarking and non-trademarking banks in the UK, over the period 2001–2013 using stochastic frontier methods. We use Propensity Score Matching techniques to identify a sample of non-trademarking banks which share the same characteristics as the trademarking banks to ensure that variations in the efficiency between the commercial banks in our sample can be attributed to their trademarking status only. We then explicitly test the hypothesis that trademarking and non-trademarking banks share the same cost and profit frontiers. We cannot reject the hypothesis of a common cost and profit frontier. We also find that trademarking banks tend to be more profit efficient than non-trademarking banks while there is no significant difference between the cost efficiency scores of trademarking and non-trademarking banks.     

Marketing online banking services: The voice of the customer

US banks have invested heavily in developing online capabilities, with the expectation of migrating customers to the new cheaper delivery system. Results in the USA thus far have been mixed at best; market penetration is low and customer usage is sporadic, focusing mainly on simple tasks. This paper reports on the first of two studies conducted to investigate the reasons for the mediocre performance. A qualitative consumer study revealed significant differences in attitudes and opinions between early users and those that banks hope will adopt next. Most importantly, future prospects could be characterised as indifferent about online banking; many were not convinced about its benefits and the value it provides. While the potential to expand the market for online banking services exists, banks need to re-examine their marketing approach.     

Internal and external analysis of community banks' performance

This study explores the efficiency of US community banks and factors that affect it. We present a slacks-based measure model for data envelopment analysis to analyze the efficiency of 3171 community banks in the US, and then conduct a panel data analysis to investigate the factors that affect banks' efficiency. The results show that bank size, community size, and unemployment rate of the region where the community bank is located are positively related to the efficiency, whereas relative affluence of a community has a negative relationship with the community bank efficiency. In addition, community banks providing real estate loans or diversifying their loan services perform better than those concentrating on agricultural loans, which account for a large proportion of the loans provided by US community banks whose traditional role is to provide banking services to rural communities and act as major credit providers for agricultural producers.     

The determinants of firm–bank relationships in Italy: bank ownership type,diversification and multiple banking relationships

This paper investigates the main features of the relationships between banks and non-financial firms in Italy. Based on detailed firm-level data, we analyse the role of firm-level characteristics, decision-making factors and local credit market indicators in shaping various aspects of corporate banking choices. Empirical results show that young and small firms have a higher probability of relationships with local banks, confirming the advantage of local credit institutions in dealing with informationally opaque firms. Large and internationally active firms tend to establish relationships with national and foreign banks, as they are able to provide more complex banking services that are crucial to access foreign markets. Moreover, firms that are more dependent on external financing are more likely to use multiple and differentiated banking relationships, as a way to diversify external financing sources and alleviate credit constraints.     

风险分担机制变迁、银行经营模式转型与银行安全

经济全球化过程中,金融市场横向风险分担机制侵蚀了银行中介跨期风险分担机制;一部分资金从银行中介转移到金融市场,致使商业银行传统盈利模式遭受冲击。银行必须从传统的存贷款经营模式转变为参与金融市场和衍生工具交易的、提供综合金融服务的现代经营模式。在这一转型过程中,如果转型过快或者银行不能适应变化,银行体系则可能积累大量风险,并导致银行危机。实证检验结果显示,风险分担机制变迁显著增加了银行危机的概率。