Customer Satisfaction and Switching Intentions of Banking Services End-Users in Montenegro

Jovović, Milorad; Mišnić, Nikola; Pejović, Bojan; Mijuškovic, M.

doi:10.2478/jcbtp-2023-0003

Cited by 3 publications

(1 citation statement)

References 20 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Prospective customers' evaluations of weaknesses in bank services outweigh risk factors, costs, or reluctance to adapt to online lending. Jovović et al [52] published a fresh study in 2023. Hypothesis 11 states that the Switching Barrier does not influence the relationship between the attractiveness of online lending and switching intention.…”

Section: Discussionmentioning

confidence: 99%

The Rising Popularity of Online Lending in Indonesia: The New Opportunities for Banks (Push-Pull Mooring Perspective)

Hardayu,

Afifah,

Mustaruddin

2024

Asian J. Econ. Busin. Acc.

View full text Add to dashboard Cite

Background and Purpose: Fintech lending, also known as online lending, has experienced fast growth in Indonesia in recent years through digital platforms. Online lending is supplanting the financial intermediation function hitherto predominantly held by banks. This study examines the factors influencing Indonesians' inclination to transition from traditional banking services to online lending. It seeks to understand the appeal of online lending, which has enabled it to supplant Indonesian banks in financial intermediation, employing the Push-Pull Mooring theory. Methodology: This study used a nonprobability sampling technique to choose 200 respondents who are consumers of banking services and have transitioned to online lending. Data was gathered through Google Forms and subsequently analyzed utilizing SEM-PLS 4.0. Findings: The findings indicate that pull variables exert the most significant impact on the inclination to transition to online lending, with push variables following closely behind. The variable "switching barrier" does not influence the intention to switch to online lending. However, switching costs and low financial literacy significantly impact the switching barrier. Additionally, the moderation effect does not enhance the relationship between dissatisfaction with banking and the appeal of online lending. Online lending has attracted users by providing a value proposition that includes easy digital onboarding, quick loan processing and payout, and unsecured credit options for unbanked customers. The influence of brand loyalty on customer choices when selecting an online lender is minimal. Contributions: This study aims to enhance marketing theory and consumer behavior understanding by investigating the factors influencing Indonesians' intention to transition from traditional banking services to online lending, specifically focusing on Push-Pull and Mooring factors.

show abstract

Section: Discussionmentioning

confidence: 99%

The Rising Popularity of Online Lending in Indonesia: The New Opportunities for Banks (Push-Pull Mooring Perspective)

Hardayu,

Afifah,

Mustaruddin

2024

Asian J. Econ. Busin. Acc.

View full text Add to dashboard Cite

show abstract

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Patel,

Mishra,

Chishti

et al. 2024

Journal of Central Banking Theory and Practice

View full text Add to dashboard Cite

The objective of this study is to examine the structural relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian Banks. The study was conducted on 800 respondents who were users of internet banking services. The independent variables were 1) reliability, 2) responsiveness, 3) accessibility, 4) ease of use, and 5) security. The e-customer satisfaction and e-customer loyalty are independent variables. The study was conducted on 400 Indians and 400 Pakistani who had been availed internet banking services. The theoretical model was assessed using the PLS-SEM technique. The study found overall significant positive relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian banks. The study has managerial implications that the managers of the banks should focus more on the internet banking services for customer loyalty. The study found overall significant relationship in both India and Pakistan, as both are emerging economies. This study intends to fill the void and adds to the literature on internet banking and provides pathways for the researchers working in the domain of banking services. The study provides recommendations for the top level of management and bank branch managers as well.

show abstract

Social Responsibility of the Financial Sector in the Information and Network Economy: The Example of Systemically Important Banks in Ukraine and Comparison With Banks in Other Countries of the World

Portna,

Iershova,

Grytsenko

2024

Journal of Central Banking Theory and Practice

View full text Add to dashboard Cite

The article examines the problem of increasing social responsibility of the financial sector on the example of systemically important banks that operate in the modern information and network economy under conditions of uncertainty. A comparative analysis of dimensions of social responsibility of banks in different countries of the world was carried out. Based on the obtained results, the importance of social responsibility of banking structures for a wide range of stakeholders and thus for stable and successful operation of banks in the economics of information and uncertainty was confirmed. The general purpose of the study is to develop, test and suggest a comprehensive methodology for monitoring and assessing the level of social responsibility of the financial sector on the example of Ukrainian banks in conditions of uncertainty and recognizing gaps between the actual level and the desired, maximally high state of social responsibility. In our research, we considered social responsibility as a key direction towards achieving and harmonizing the strategic goals of financial institutions. The article focuses on the development of practical measures to monitor public opinions and assess the level of social responsibility of financial institutions. The research offers the following directions: 1) A comparative analysis of data for systemically important banks in Ukraine and other world countries regarding social responsibility; 2) determination of factors that influence the activity of the banking sector; 3) determination of question-indicators applied to the level of social responsibility of banks; 4) analysis of public opinion on the level of social responsibility of banks; 5) analysis of gaps in assessments of the level of social responsibility on the example of systemically important banks of Ukraine. The study involved the methods of statistical research and expert evaluations that made it possible to suggest a methodology for determining the level of social responsibility of financial institutions on the example of systemically important banks. Higher expectations from social responsibility of banks on the part of society were also revealed. The suggested methodology involves analyzing gaps between assessments by stakeholders and the desired level of social responsibility of banks in evaluating the level of compliance with social responsibility. A comparison of the average score of the public assessment with the highest level of social responsibility of banks is visualized. The directions for improving the social responsibility policy are outlined on the example of systemically important banks in Ukraine on the basis of a comparative analysis and taking into account various experiences around the world.

show abstract

Customer Satisfaction and Switching Intentions of Banking Services End-Users in Montenegro

Cited by 3 publications

References 20 publications

The Rising Popularity of Online Lending in Indonesia: The New Opportunities for Banks (Push-Pull Mooring Perspective)

The Rising Popularity of Online Lending in Indonesia: The New Opportunities for Banks (Push-Pull Mooring Perspective)

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Social Responsibility of the Financial Sector in the Information and Network Economy: The Example of Systemically Important Banks in Ukraine and Comparison With Banks in Other Countries of the World

Contact Info

Product

Resources

About