A Study of the Service Quality Issues of Internet Banking in Non-Metro Cities of India

Mahfooz, Yasser; Almotairi, Mohammad; Ahmad, Farah; Khan, Altaf

doi:10.12720/joams.1.1.75-79

Cited by 9 publications

(6 citation statements)

References 14 publications

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“…Notably, six prominent banks in Sri Lanka-Bank of Ceylon, People's Bank, Commercial Bank of Ceylon Plc, Hatton National Bank Plc, Sampath Bank Plc and Seylan Bank Plc have adopted the electronic banking (e-banking) to get the competitive advantage and to give the convenient services to their customers, and this is true for Batticaloa district in particular. (Note 1) Nevertheless, many firms use service quality as an effective and essential tool to compete successfully within the industry (Stuart & Tax, 1996;Hartono, 2012;Chen, Cheng & Hsu, 2015) and this is particularly appropriate for the banks, which are delivering their products and services via online (Yang, Jun & Peterson, 2004;Zarei, 2010;Mahfooz, Al-Motairi, Ahmad & Khan, 2013).…”

Section: Introductionmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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Section: Introductionmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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“…Mahfooz et al (2013) explain different classification for metro and non-metro cities. One of the classification is on the basis of population, which is used by VI central pay commission (in India) to provide housing rent allowance to its employees.…”

Section: Review Of Literaturementioning

confidence: 99%

Expectations from a private multi-speciality hospital: a moderated-mediation analysis

Rastogi

Sharma

2020

IJPHM

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Purpose A highly competitive market incentivizes private healthcare providers to deliver high quality services. The purpose of this paper is to identify the perceived expectations of a new private multi-speciality hospital in a non-metro city. To this end, the paper develops a model using identified relevant factors. Design/methodology/approach A structured questionnaire was administered to 900 people. Exploratory factor analysis and confirmatory factor analysis were then applied to the data, and partial least square-structural equation modelling was used to test the moderated mediation model. Findings Word-of-mouth and safety (WM) and access to the hospital and the cost of medical services are found to be important factors for the perceived expectations of the hospitals by medical facility and treatment at a hospital. High quality medical facilities can lead to improved perceived expectations of hospitals, mediated by positive WM. Levels of access to the hospital and the cost of services can significantly moderate the perceived expectations of a hospital, despite good medical facilities. Practical implications The study has implications for policymakers and hospital authorities in the context of private sector multi-speciality hospitals in non-metro cities. It will help healthcare managers and service providers to better understand customer perceived expectations, and thereby develop effective strategies for customer service. Decision-makers are encouraged to focus on positive word-of-mouth and enhancement of customer safety to bring about favourable expectations of hospitals. Beyond merely having excellent medical facilities, hospitals that ensure ease of access to the hospital and keep costs low can achieve positive consumer expectations and satisfaction levels. Originality/value The paper makes three novel contributions as follows: the mere presence of high quality medical facilities and practices does not equate to positive expectations about the hospital among the patients; access to the hospital and the cost of its services are important in bringing about positive expectations among healthcare consumers; and WM can significantly moderate positive expectations of the hospital. The authors are not aware of any of these findings being previously reported.

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“…Seventh, there is no chat feature between customers and banks in MB, this can minimize customers making mistakes. The information assistance aspect is the customer's expectation relating to the speed of the bank responding and serving customers, which can be seen from the benefits and quality of interaction, by providing features that will enable customers to secure MB services, and this will affect good quality by answering customer needs (Mahfooz, 2013). Eighth, some service features that according to customers have not been maximal are: a) unable to transfer to BSM virtual account; b) payment options are still lacking, such as there are no payments for PDAM, BPJS, KAI and others which are the customer's daily needs; c) real-time credit notification facilities (incoming and out of funds) are expected; d) purchase of cellular credit, not all cellular telephone providers are provided; e) there is no multipayment menu, such as Lazada, Bukalapak, GoPay and others.…”

Section: Swot Analysis A) Strength Analysismentioning

confidence: 99%

Islamic Financial Technology Towards the Advancement of Islamic Banking in Indonesia

Darussalam

Tutuko²,

Dahlan³

et al. 2019

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Responding to the digital economy in the era of industrial revolution 4.0, the quality of sharia banking services in Indonesia is estimated and expected to increase significantly, in order to reach all levels of society, especially for people who live in the 3T area (terdepan/frontier, terluar/outermost, and terpencil/isolated). However, currently the quality of sharia banking services in Indonesia is not yet satisfactory, especially by people living in the 3T area. this research, trying to answer the challenge through a SWOT analysis of the application of financial technology policies in Islamic banks, with the hope of the quality of Islamic banking services can be improved and felt by all levels of Indonesian society and banking players can quickly understand and act. The management of Islamic banking management functions appropriately is based on an attitude of fear of Allah SWT, in the context of managing internal and external assets that include banking activities in a holistic manner. Thus, this study aims to analyze more deeply the strengths, weaknesses, opportunities, and threats (SWOT) of the application of Islamic banking financial technology (mobile banking) in Indonesia, the results showed a significant achievement compared to the previous year, even though in the global context, there were still many breakthroughs needed so that the 3T community could utilize optimal Islamic banking services

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A Study of the Service Quality Issues of Internet Banking in Non-Metro Cities of India

Cited by 9 publications

References 14 publications

Service Quality and Customer Satisfaction in the Electronic Banking

Service Quality and Customer Satisfaction in the Electronic Banking

Expectations from a private multi-speciality hospital: a moderated-mediation analysis

Islamic Financial Technology Towards the Advancement of Islamic Banking in Indonesia

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