In order to achieve the goals of business, various channels of communications to customers have to be developed through technology. In the present day banking, total automation of banking operation and is an imperative for all banks to attract more customers, provide efficient service and survive the competition, apart from achieving the profit, which is the main goals of the business. Mobile b...

This paper suggests cultural models for virtual banking based on ethnographic research. The spatial and temporal features of cybersp ace change the traditional banking service and customer relationships via information networks. Virtual banking service is represented as a cultural model of personal financial portal, instant and delayed communication and transactions, and ubiquitous banking. Vir...

In the retail banking context, convergence of technologies has given birth to different channels of distribution like Automatic Teller machines (ATM), internet banking, and mobile banking. This enables the customer to avail the banking services at any time and any where. These technological interfaces are known as self service technologies (SSTs). Customers availing banking services through the...

services require high involvement of consumer in consumption process. when consumers experience a service, their evaluation of service quality will change. the propose of current study is to provide a conceptual model for measuring hardware and software quality of banking services in the context of iran’s banking industry. current study is descriptive-applicable one in which has been done by a ...

This paper explores the level of adoption of the Internet banking service in the corporate sector of Croatia as newly acceded EU country, with goal of finding out the reasons behind the service’s usage or refusal to use. Furthermore, we seek an answer on the frequency of usage of certain Internet banking functionalities among those companies which implemented the Internet banking. Finally, we h...

This study aimed to assess banking service quality in Vietnam and to make a comparison of customers' and bank staff's perceptions of this based on six dimensions of the BSQ (bank service quality) model suggested by Bahia & Nantel (2000). All the data were collected through questionnaires which were delivered to two groups: customers and bank staff in some large banks in Vietnam. Descriptive sta...

There have been many fragmented studies of Internet service quality which have resulted in several models with different combinations of constructs and items, some focusing on different perspectives, and many using different names for the same construct. Some of these models were developed for the specific context of Internet banking. This paper consolidates these fragmented studies of Internet...

This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction (“customer efficiency”), and local Internet bankin...

Development of information technology in the last few years, have brought about a lot of changes in almost all facets of life. In the banking industry, it has been in the form of banking services offered through an electronic channel. Electronic banking is the wave of the future, it has a lot of benefits which add value to customers’ satisfaction in terms of better quality of service offerings ...

This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction (“customer efficiency”), and local Internet bankin...