Offline and online banking – where to draw the line when building trust in e‐banking?

Yap, Kai Zhen; Wong, David H.; Loh, Claire; Bak, Randall

doi:10.1108/02652321011013571

Cited by 116 publications

(117 citation statements)

References 51 publications

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“…Customers' trust and confidence in employees' knowledge and courtesy of an organization shows that they have confidence and assurance pertaining to the service outcome (Yap, Wong, Loh, & Bak, 2010). Assurances given by the company to their customers (students in the case of education) means that "We are sure of what we say www.ccsenet.org/ass Asian Social Science Vol.…”

Section: Concept Of Service Qualitymentioning

confidence: 99%

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.The study used self-administered questionnaires to test the proposed model and data collected from 460 questionnaires were analysed. The questionnaires were distributed at various private universities and colleges in Malaysia based on convenience sampling. The results of this study are in accordance with prior studies in this field as SERVQUAL factors do influence the level of customers' satisfaction in the service industry. This study shows that the level of students overall satisfaction is mostly affected by tangibility. This finding indicates that the physical facility on the campus plays a major role in satisfying the students. The results also show that tangibility has the highest influence (directly and indirectly) on the students' intention to continue to a higher level of studies and/or spreading good word of mouth about the institution to their friends and the society. However, to generalize the results of this study, consideration should be made to the limitation of the number of the private institutions where the samples are collected. It is suggested that for further study, more samples should be taken from a larger number of institutions.

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Section: Concept Of Service Qualitymentioning

confidence: 99%

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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“…And considered them as the main determinants of customer's quality perception in e-banking services. Finally Yap, K et al (2010) who concentrate on the Traditional service quality and website features and their influence on building consumers trust in e-banking.…”

Section: Technology Acceptance Model (Tam)mentioning

confidence: 99%

Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking

Jalal¹,

Marzooq²,

Nabi³

2011

JMS

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Purpose -The purpose of this research paper is to explore and mature the Impact of selected factors on the customers' intention to use internet banking in Bahrain.Design/methodology/approach -This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC).Findings -Results indicate that all the elements for the three identified factors are important with respect to the users' adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users' satisfaction. In the meantime, perceived ease of use (PEOU) and perceived usefulness (PU) are sources of satisfaction. The results also disclose that security and privacy factors play an important part in determining the users' acceptance of e-banking services with respect to different segmentation of age group, income level and level of education.

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“…Moreover, Yap et al (2010) show that perceived usefulness of using internet banking positively influences the level of consumers' trust. Following hypothesis have been developed based on previously mentioned statements.…”

Section: Perceived Usefulnessmentioning

confidence: 99%

Internet Banking Adoption: Case of Lithuania and Latvia

Gaile-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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Offline and online banking – where to draw the line when building trust in e‐banking?

Cited by 116 publications

References 51 publications

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-banking

Internet Banking Adoption: Case of Lithuania and Latvia

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