|
| |
Total Requests 0 Unsatisfied Requests 0
|
|
You searched Library Catalogue - Publisher: RoutledgeFalmer,
|
|
Call Number (WOU)
|
SP CEMBA 2018 93
|
|
Author
|
Chew, Yih Ching
|
|
Title
|
Driving force customer satisfaction of online banking e-loyalty. / Chew Yih Ching.
|
|
Abstract
|
The first American banks appeared early in the 18th century, to provide currency to colonists who needed a means of exchange. Originally, banks only made loans and issued noted for money deposited. Checking accounts appeared in the mid-19th century, the first of many new bank products and services. These now include credit cards, automatic teller machines; and now accounts, individual retirement accounts, home equity loans, and a host of other financial services. Online or e-banking is a way for customers of a bank to conduct a range of financial transactions through their online banking channel. Online banking gives users the freedom and flexibility on their own schedule to bank where and when they want, and it is a very convenient way to run through all sort of transactions such as online accessibility of bank account, online fund transfer facility, online bills paying facility etc. Many people are now able to avoid the rush to get to the bank before it closes, as they can bank from a home computer, mobile apps or via automatic teller machine (ATM). Although the two systems are different, ATMs and online banking are the two types of electronic banking systems in use today. The internet facility has created significant transformation to the business world in terms of managing business. According to Abu Shanab et al. (2010), internet has transformed the entire business pattern for people as well as for businesses compare to the past. Technological advancements are happening everyday but not every advancement has been adapted and applied by financial sector; the advantages of this new mode that has adapted by financial sector is e-banking phenomenon. In the initial stage, it was used for promotional activities of their products and services; but as the e-banking concept developed, banks have started enjoying its various other advantages, such as, reduced per transaction cost, enhanced customer service, raised long term returns by providing ‘anytime anywhere’ banking to the banking customers. The most significant recent technical advancement that drastically transformed the entire scenario of providing services is the use of internet facility in service delivery. Number of people that are adapted to this technological advancement for online transaction such as, online shopping, is increasing tremendously. Majority of banks view online banking as a powerful value-added tool for business expansion such as to attract their customers and to retain existing customers. It also helps them to scrap costly paper handling and teller interactions in an increasingly competitive banking environment. Gradually, getting more and more business organizations realized that it can be utilized this online transaction tools to facilitate and foster the growth through its advantages of easy accessibility to information and technology transfer. Generally, e-banking is provided without extra cost to customers. Customers are attracted by the convenience and flexibility of e-banking through the Internet, and in turn, banks can operate more efficiently when their customers can perform transactions by themselves rather than going to a branch and dealing with a branch representative. E-banking services are delivered the services to customers via internet and the web using Hypertext Markup Language (HTML). To use e-banking services, customers need internet access and web browser software. Multimedia information in HTML format from online banks can be displayed in web browsers. The heart of the e-banking application is the computer system, which includes web servers, database management systems, and web application programs that can generate dynamic HTML pages. Bank customers' account and transaction information is stored in a database, a specialized software that can store and process large amounts of data in high speed. The function of the web server is to interact with online customers and deliver information to users through the Internet. When the web server receives a request such as an account inquiry from an online customer, it requires an external web application program to process the request. C, Visual Basic, VBScript, and Java are some of the languages that can be used to develop web application programs to process customer requests, interact with the database, and generate dynamic responses. Then, the web server will forward the response HTML files to e-banking customers. Several banks, such as NationsBank, also use state-of-the-art imaging systems, allowing customers to view images of checks and invoices over the Internet. In summary, e-banking leads to a necessity of bank strategies modification imposed by costs reduction, change of clients, consumption patterns, dynamic development of new technologies, and polarization of clients because of their ability to use the Internet and positive attitude towards electronic media. As a result, clients will gradually change their perception of bank sector institutions. A new quality of bank services is being provided, where a client becomes a subject and not an object as it used to be in traditional banking.
|
|
Notes
|
Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
|
|
Publisher/Year
|
Penang : School of Business and Administration, Wawasan Open University, 2018.
|
|
Subject
|
Consumer satisfaction -- Malaysia.
|
|
|