Enhancing Customer Loyalty Through E-Banking Practices

Konalingam, Kajenthiran; Umanakenan, Ratnam; Achchuthan, Sivapalan; Naveen, Miresh

doi:10.5296/bms.v8i2.12054

Cited by 7 publications

(7 citation statements)

References 69 publications

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“…Therefore, creating customer loyalty as a competitive advantage is crucial for banks in a highly competitive banking industry. Konalingam et al (2017) conducted research to investigate a comprehensive mechanism to enhance customer loyalty to banks using e-banking practices. The study was conducted in Jaffna city, Sri Lanka.…”

Section: Literature Reviewmentioning

confidence: 99%

Drivers of loyalty among non-Muslims towards Islamic banking in Malaysia

Thaker

Sakaran

Nanairan

et al. 2020

IMEFM

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Purpose The growth of Islamic banking seems to be tremendous and significant in the context of Malaysia. Moreover, together with Muslim loyalty towards Islamic banking, non-Muslims are also showing positive acceptance towards Islamic banking in Malaysia. Thus, this paper aims to examine the drivers of loyalty among non-Muslim in their adoption of Islamic banking products in Malaysia. Design/methodology/approach The primary data are collected from the survey administered to non-Muslim clients in Kuala Lumpur and Selangor. The total number of respondents involved are n = 300. The analysis of data is conducted by using a partial least square analysis. Findings This study documented that loyalty among non-Muslim Islamic banking customers in Malaysia was mainly driven by convenience, product pricing, reliability and responsiveness, operational risk and security and value added services. Only one variable was found to be insignificant, which was accessibility. Practical implications The results from this research is expected to provide important inputs on the critical factors for consideration by Islamic banks in maintaining further loyalty among their non-Muslim customers, thus enhancing the development of Islamic banking in Malaysia. Originality/value This paper provides further literature evidence on the factors contributes to loyalty by considering non-Muslims patronization of Islamic banking in Malaysia.

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Section: Literature Reviewmentioning

confidence: 99%

Drivers of loyalty among non-Muslims towards Islamic banking in Malaysia

Thaker

Sakaran

Nanairan

et al. 2020

IMEFM

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“…Customer loyalty in the virtual environment is much more complicated than in the real world because customers often make decisions with limited information. E-banking provides better flexibility, faster transactions, enhanced market extension, reduced cost structure, wider product lines, greater customization, and other appealing benefits compared to traditional banking (Konalingam et al, 2017). However, as the adoption rate of e-banking continues to rise, new market entrants represented by Internet financial enterprises continue to have an impact on the industry's competitive landscape, jeopardizing banks' survival and expansion prospects.…”

Section: Theoretical Background and Hypothesis Development 21 Anteced...mentioning

confidence: 99%

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

Cultivate customer loyalty in national culture: a meta-analysis of electronic banking customer loyalty

Zhang

Zhou

2022

CCSM

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PurposeThis paper presents a meta-analysis of the electronic banking (e-banking) customer loyalty literature in the last 10 years. The study investigated the moderating role of national culture in the relationship between e-banking customer loyalty and its antecedents.Design/methodology/approachUsing a meta-analysis of customer loyalty in 19 countries, the authors incorporated national culture scores based on Hofstede's cultural dimensions to explore how the relative importance of e-banking customer loyalty antecedents varies across cultures.FindingsThe study revealed that national culture moderates the relationship between e-banking customer loyalty and its seven antecedents for four cultural dimensions, yet there was no significant moderation for satisfaction.Research limitations/implicationsThis study reviewed the relationships in the literature on customer loyalty in e-banking contexts, extending and enriching the current knowledge. However, some specific limitations, such as the non-use of qualitative studies and the clipping of adverse concepts, exist in the secondary data and should be considered.Practical implicationsThe results show that the seven antecedents affect e-banking customer loyalty to different degrees. Managers should incorporate cultural factors in e-banking customer management.Originality/valueOnly a few studies have assessed cultural differences in relation to e-banking customer loyalty. The authors address this need by offering deeper insights into how cultural dimensions moderate the relationships between e-banking customer loyalty and its antecedents through a meta-analytical review. The study findings offer managers a new perspective of leveraging the benefits of cultural differences, enhancing their decision-making in international business.

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“…This explains why researchers seem to have a preference for TAM in understanding e-banking practices (Al-Qeisi et al, 2014;Diatmika et al, 2016;Martins et al, 2014;Park et al, 2014). Konalingam et al (2017), used the TAM theory to recommend a relationship between e-banking and customer responses, in the services banking context.…”

Section: 32mentioning

confidence: 99%

Exposure to and usage of e-banking channels

Inegbedion

Osifo

et al. 2019

JSTPM

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Purpose Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria. Design/methodology/approach The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels. Findings Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed. Research limitations/implications The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking. Practical implications The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking. Social implications Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery. Originality/value The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.

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Enhancing Customer Loyalty Through E-Banking Practices

Cited by 7 publications

References 69 publications

Drivers of loyalty among non-Muslims towards Islamic banking in Malaysia

Drivers of loyalty among non-Muslims towards Islamic banking in Malaysia

Cultivate customer loyalty in national culture: a meta-analysis of electronic banking customer loyalty

Exposure to and usage of e-banking channels

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