Zugl.: @Hagen, FernUniv., Diss., 2004.

Techn. Univ., Diss.--München, 2001.

Univ., Diss.--St. Gallen, 2003.

Universiẗat, Diss., 2005--Frankfurt (Main).

This thesis deals with the most significant forms of electronic banking. It focuses on their safety and their present state. The payment cards and their usage in common shops and on the Internet are analyzed. The thesis very detailed highlights problems connected with automated teller machines and it designs instruction for their safe operation. The actual situation of micropayment systems is described in detail. The head representatives are compared in light of functionality, limitations and operating fees, which are related to customers and sellers. The thesis includes the survey of current accounts intended for students in the Czech Republic, their comparison and advices for choice of the acceptable bank products.

The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

The aim of this study is to identify the best practices in traditional and electronic banking operations strategy in Jordan as a case study of developing economies over the period 1999 to 2008. During this period numerous changes faced banks in Jordan: new banking law was launched, the banks were directed towards complying with the Basel Accord II, and the banks adopted more e-banking channels. Only the practices of all local banks were investigated due to their superior performance. A number of questionnaires were used to collect the data from different individuals in these banks. Further, annual reports were analysed and websites were reviewed. Two data-analysis approaches were used to identify the key strategies of traditional and electronic banking in Jordan: competitive position analysis and cluster analysis. Analysis revealed eight best practices of traditional banking and four best practices of electronic banking were adopted. Best practices are presented as prediction models. These models combine actions with capabilities and performance. The traditional banking predication models are: branches urban accessibility, branches sites accessibility (percentage of sites covered), branches sites accessibility (number of branches sites covered), account transaction time, new credit product flexibility, account customer waiting time, account transaction cost, loan approval costs, and branches layout quality. The e-banking prediction models are: Internet banking transaction time, telephone banking volume flexibility, ATM suburban accessibility, and ATM sites accessibility. This research revealed that; financial performance achieved by e-banking strategy patterns is significantly lower than traditional banking. Also customers satisfaction, retention, and deposit market of e-banking are significantly lower than traditional banking, which indicates that the best operational practices in Jordan are still more traditional oriented despite the significant direction of banks in Jordan toward adopting e-banking channel.

<p> </p><p>This study firstly examines the current literature concerning the electronic banking problems during implementation of electronic problems in Pakistan and causes that hinders this process. To investigate in the real-time scenario we have taken the case study of Muslim Commercial Bank Limited in Pakistan in order to understand “why” and “how” the electronic banking could not be implemented successfully.</p><p>The data was collected via interviews, surveys and bank website. Both qualitative and quantitative research approach has been used to investigate and have proper understanding of current e-banking issues. We have sent questionnaire to bank employees and interviews were conducted by the bank mangers. The response of interviews and surveys shows that there are certain issues that hinder the use of e-banking in Pakistan. In-spite of the fact that internet banking has been started in Pakistan, people are still using the old manual system to do the banking transaction, popularity of cash system, waiting in long queues for hours and lacking of proper computer education and trust etc are the major problems that are hurdles in electronic banking. On the other side there are a lot of reasons that the banks did not concentrate on internet banking and cash flow is still popular in banks and internet banking was used by the banks for the limited services.</p><p>Last years a lot of changes has been done and a greater understanding have been developed and now banks are offering various online banking services but banks are facing the problem of customer awareness regarding security and privacy of using Internet banking services as still customers are reluctant to use the online banking services so they prefer to come to banks and deposit the money by hand. So we have investigated these hindrance in our research and also we put some light on what are the advantages in using electronic banking and the how the customers are getting benefit by using e-banking in Pakistan.</p><p>We have developed our own model based upon the prior research. The results were presented in detail based upon the interview and questionnaire and later on we have given recommendations so that e-banking concept can be implemented in Pakistan and suggestions which can be very helpful for the future research</p>

Bankindustrin är ett typiskt exempel på en industri som har tjänat otroligt mycket på information- och kommunikationsteknologiapplikationer. Dessa applikationer tar formen av Internet-baserad banktjänst, som inkluderar transaktioner av värdepapper, kontouppgifter, presentation av räkningar och betalningar samt transfereringar mellan konton och individer. Mobila banktjänster är den naturliga förlängningen av dessa typer av tjänster. Med utvecklingen av digitala trådlösa teknologier, som mobiltelefonen, är mobil Internettillgänglighet nu förverkligad. Denna uppsats undersöker den förändrande miljön i finansindustrin som uppkommit till följd av informationteknologier, och vidare de strategiska affärsmässiga överväganden som måste göras inom detta område. En kvalitativ fallstudie ansågs vara den mest givande metoden att använda i vår forskning. Genom att undersöka marknade, genom att skicka ut en väl strukturerad enkät till tre av de största svenska bankerna (Nordea, SEB och Handelsbanken), med relevanta intervjufrågor angående deras involvering i mobila banktjänster, kunde deras potential avgöras. Intervjuerna utfördes sedan via telefon. Vi drar slutsatsen att för att bli konkurrenskraftig i dagens värld av avancerade teknologier, är det avgörande att finansiella instutitioner positionerar sig genom att använda sig av sådana applikationer. Banker har de nödvändiga kapitaltillgångarna som krävs för att göra betydande investeringar i teknologisk infrastruktur. Om de inte hade anpassat sig till teknologier som bankomater, kreditkort, telefoner och Internet, skulle de lätt ha kunnat exkluderas från marknaden. Det är troligt att mobila banktjänster kommer att ha samma inverkan. / The banking industry is a typical example of an industry that has benefited tremendously from applications of information and communication technologies. These applications take their form in Internet-based banking, including transactions for equities trading, account enquiry, bill presentment and payments as well as transfers between accounts and people. Mobile banking is the natural extension of these kinds of services. With the development of digital wireless technologies, such as the mobile phone, mobile Internet access is now enabled. This thesis examines the changing landscape of the financial industry due to information technologies and the strategic considerations of mobile banking from a business perspective. For us a single case study with a qualitative approach has been seen as the most rewarding method to apply in our research. By investigating the market, through sending out a well-structured survey to three of the major Swedish banks (Nordea, SEB and Handelsbanken), with relevant interview questions on their involvement in m-banking, their potential could be distinguished. The interviews were then conducted over the phone. We conclude that in order to achieve a competitive edge in today’s world of advanced technologies, it is crucial that financial institutions position themselves in deploying these applications. Banks have the necessary capital assets in order to make significant invest-ments in technology infrastructure. Without having adapted themselves to technologies such as ATMs, credit cards, phones and the Internet, they would easily have been excluded from the market. It is likely that mobile banking will have the same impact.