E-Banking Practices and Customer Satisfaction - A Case Study in Botswana

Mobarek, Asma

doi:10.2139/ssrn.1011112

Cited by 36 publications

(42 citation statements)

References 11 publications

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“…Mobarek, Asma (2009) in her article "EBanking Practices and Customer Satisfaction -A Case Study in Botswana" cleared that Banks' external environment, including globalization and deregulations, have made the banks highly competitive. Banks find it difficult to compete on price, and need to look at other ways to retain customers.…”

Section: Literature Reviewmentioning

confidence: 99%

An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

Malik¹,

Bedia²

2018

ijms

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Section: Literature Reviewmentioning

confidence: 99%

An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

Malik¹,

Bedia²

2018

ijms

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“…Banks and other financial intermediaries recognize that, the information technology has already become an important pillar to create loyalty among customers (Bukhari & Kazi, 2016;S.-C. Chen, 2015). Therefore, the banks introduced, E-banking as the newest delivery channel for banking services to create customer loyalty (Mobarek, 2007).…”

Section: Customer Loyaltymentioning

confidence: 99%

“…In line with above discussion, the e-banking practices ensure the compelling advantages that it offers greater flexibility, enhanced market outreach, lower cost structures, faster transactions, broader product lines, greater convenience and customization (Alhinai, Albadi, Alshihi, & Al-Gharbi, 2013). Due to this, banking institutions has already started to focalize on e-banking practices as the core-competence to create the customer value (Angelakopoulos & Mihiotis, 2011;Bauer, Hammerschmidt, & Falk, 2005;Mobarek, 2007;Shahriari, 2014;Srinivasan et al, 2002). In the supportive view, Armstrong, Adam, Denize, and Kotler (2014) suggest that, marketers need to develop their strategic marketing efforts for enhancing customer loyalty to their organization and to their brands by enriching superior customer value.…”

Section: Introductionmentioning

confidence: 99%

Enhancing Customer Loyalty Through E-Banking Practices

Konalingam¹,

Umanakenan²,

Achchuthan³

et al. 2017

BMS

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Enhancing customer loyalty serves as a basic strategy for gaining competitive advantage in the banking industry and enables bankers to make a loyal customer base. The purpose of this work is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to banks via e-banking practices. A questionnaire derived from previous studies and the relevant literature was completed by 472 bank customers in Jaffna city, Sri Lanka. Multiple regression analysis was performed to test hypotheses. The results indicated

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“…This shows the behaviour and perception of banks customers. For example, other studies (e.g., Mobarek, 2007;Nupur, 2010;Unyathanakorn and Rompho, 2014) suggest that banks' customers' satisfaction increases after becoming a user of e-banking, and enables customers to control cash flows in their accounts.…”

Section: Empirical Findingsmentioning

confidence: 99%

Internet banking adoption: case of Lithuania and Latvia

Sarkane

Jurevičienė

Skvarciany

et al. 2017

IJLC

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Abstract:The banking sector has developed and extended usage of different services at a distance using the internet in the last decade. Internet-based banking services dominate over other historically provided alternatives. This paper explores the adoption of internet banking in Lithuania and Latvia. Internet banking success model was developed based on four main factorsease of use, perceived risk, trust, and perceived usefulness. A survey of Lithuanian and Latvian respondents was carried out. Correlation and regression analysis was used to determine which factors influence intention to use internet banking. The results showed that the most important in both countries is perceived risk, which has a positive direct impact. Moreover, two additional factors were distinguished and analysed in the study, they are website design and customers' satisfaction with e-banking services. Limitation of the study is the respondents -they were individuals, thus the results do not reflect companies' intention to use e-banking system. Internet banking adoption: case of Lithuania and Latvia 47

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E-Banking Practices and Customer Satisfaction - A Case Study in Botswana

Cited by 36 publications

References 11 publications

An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

Enhancing Customer Loyalty Through E-Banking Practices

Internet banking adoption: case of Lithuania and Latvia

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