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PurposeThis paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.Design/methodology/approachThis briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.FindingsVirtual medical specialists are becoming more common in for-profit healthcare systems, utilizing platforms developed by startup ventures, and cutting costs in the process for both providers and consumers.Originality/valueThe briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
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At the time of digitization, the requirements of consumers are constantly increasing. Systematization of scientific sources and approaches and implemented surveys prove that new requirements impact the development of electronic innovations, which have also appeared in the banking sector. The digitization of provided banking services also represents innovations focusing on creating environmentally friendly innovations. Moreover, electronic banking has been used by clients of commercial banks for several years, as it represents easy access to finance, their overview, and other e-banking advantages. The opportunity to use the home environment is irreplaceable for many people. Wasting paper while providing banking operations in a brick-and-mortar branch or spending valuable time standing in a crowd of the bank's clients is an unacceptable idea for many people, especially in the situation caused by the COVID-19 pandemic. This paper compares the electronic banking services of the three largest Slovak banks using the Kano model. The Kano model, through 5 categories of perceived quality by customers, expresses the relationship between their degree of satisfaction and quality attributes. These categories include one-dimensional, attractive, mandatory, reverse, and indifferent attributes of products creating quality. The individual categories of perceived quality change in accordance with the life cycle. They pass from indifferent through attractive, one-dimensional to the category of mandatory quality attributes. This paper focuses on selected types of provided services and innovations in electronic banking, drawing attention to the perception of risk by Slovak bank clients. The authors pointed out the differences among the services offered in individual banks provided within the portfolio of their services and the identification of customer requirements. The findings showed that the customers have not largely mastered the innovations, but they are nevertheless very important from the future perspective. The results of the research could be useful for bank managers to find the best way how to approach clients who approach innovations in banking with distrust and reluctance to adopt them.
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This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.
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The global pandemic changed many things from the way we do business to how we consume services. This article examines participation in various online activities before and during the COVID-19 pandemic. In addition, participant opinions about security and privacy opinions are compared in survey results before and after pandemic lockdowns. Responses to questions covering online activities and perceptions about privacy and security from the NTIA Computer and Internet Use Survey from November 2019 and 2021 were analyzed using Chi Square tests. Findings indicate that participation in online activities increased across most categories and that opinions of online security and privacy changed as well. Participants were less concerned about security risks like identity theft and banking fraud and were more concerned with privacy issues of data tracking by online services and the government.
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This research paper focuses on mobile banking acceptance among Generation Z users by combining the technology acceptance model (TAM) and the unified theory of acceptance and use of technology (UTAUT) theory, as well as extending the theories with perceived trust and risk. During the COVID-19 pandemic, the online questionnaire survey was distributed using Google Forms, and the sample group was Thai Generation Z who were aged between 18 and 25 years old. The research objectives aim to (i) investigate the crucial effects that potentially affect user intention and actual usage of mobile banking, (ii) identify the most influential factor impacting users' intention and behavior, (iii) further study the trust and risk perception of Generation Z users on mobile-banking intention and actual usage, (iv) discuss the findings with the antecedent studies, and (v) contribute the research findings both theoretically and practically. The proposed constructs include perceived usefulness, perceived ease of use, social influence, facilitating conditions, perceived trust, perceived risk, behavioral intention, and actual usage. There are fourteen proposed hypotheses to be tested. Based on the outcomes and the standardized coefficient beta, perceived usefulness (β = 0.518) was the strongest factor determining Generation Z's behavioral intention, while perceived ease of use (β = 0.809) impacting perceived usefulness demonstrated the strongest relationship among all of the hypotheses.
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PurposeGiven the severe impact of coronavirus disease 2019 (COVID-19) on bank business activities, this study aims to examine how green brand image and online trust affect customers' continuance intention (CI) under the boundary condition of perceived effectiveness of e-services (PEES).Design/methodology/approachAn extensive review of the green marketing perspective was conducted to identify the incremental contributions of the current study (e.g. extensions of online trust and PEES). The authors used the common questionnaire survey strategy for the data collection while applying the partial least squares technique for further analyses.FindingsUsing data from 460 bank customers, the findings indicated that online trust positively mediates the relationship between green brand image and CI under the moderating effect of PEES. At high levels of PEES, online trust exerts strongest effect on customers' CI.Research limitations/implicationsThis study responds to the emerging call for understanding the PEES role, under which online trust leads to CI in the context of the global pandemic.Practical implicationsThe authors provide bank managers with a helpful extension of green marketing with PEES to manage online trust and customer intention, thereby increasing the managers' strategic effectiveness.Originality/valueThe current study explores the moderating role of PEES that plays in the green brand image, online trust and CI relationships, in responding to the pandemic situation.
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To reveal the influence mechanism of e-banking channel selection of elderly customers, according to the analysis of elderly customers'decision-making process, a threshold model is proposed by using small world customer relationship network and variable setting in this study. The multi-agent simulation of e-banking channel selection behavior of elderly customers is carried out from the perspectives of channel diffusion speed and customer channel selection proportion in the context of Covid-19 pandemic. The research shows that channel performance and individual differences of customers affect the adoption of e-banking by elderly customers. This study also has found that network size and network density can regulate the impact of channel performance on the selection behavior of elderly groups. However, they could play a regulatory role under certain conditions. Finally, this study puts forward some suggestions to improve the channel diffusion efficiency, such as building an elderly friendly e-financial service channel and construction of elderly business market culture.
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PurposeThe primary purpose of this research is to analyze the online user reviews, where real customer experiences can be observed, with text mining and machine learning approaches, which are seen as a gap in the related literature. This study aims to compare the latent themes uncovered by the topic modeling approach with studies focused on both mobile banking (m-banking) adaptation and service quality features, suggest new aspects and examine the effect of latent topics on customer satisfaction.Design/methodology/approachThis study analyzed 21,526 reviews posted by customers of private and state banks operating in Türkiye. An unsupervised machine learning method, Latent Dirichlet algorithm (LDA), was conducted to reveal topics, and the distribution of all reviews was visualized with the t-SNE algorithm. Random Forest, logistic regression, k-nearest neighbors (kNN) and Naive Bayes algorithms were utilized to predict user satisfaction through the given score.FindingsIn total, 11 topics were revealed by considering user reviews based on their experience. Among these topics, perceived usefulness and convenience and time-saving are much more important in the scoring given to m-banking apps. Furthermore, in more detail, seven topics have been identified related to technical and security problems related to m-banking apps.Originality/valueThis paper is a pioneer study regarding the method used and sample size reached in the m-banking literature. The findings also provide fresh insight into the post-Covid-19 era, both academically and practically, by providing new features for mobile bank adoption.
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PurposeCustomer reviews of mobile banking (m-banking) apps contain the most direct and first-hand accounts of customer experiences with m-banking. However, surprisingly little effort has been made to understand m-banking service quality using these reviews. Therefore, this study aims to discover m-banking service quality dimensions from customers' reviews of the m-banking apps through a text mining approach.Design/methodology/approachReviews of m-banking apps of 24 banks operating in Pakistan were scraped from Google Play Store. Latent Dirichlet allocation (LDA) method was applied to discover the dimensions of m-banking service quality from 24,529 positive and 29,569 negative useable reviews.FindingsDifferent dimensions of m-banking service quality are discussed in positive and negative reviews. Positive reviews focus on security, convenience, ease of use, continuous improvement, usefulness and app attributes, whereas negative reviews discuss system availability, responsiveness, faulty updates, login problems and reliability.Research limitations/implicationsThe results are based only on customer reviews in one country and generalization may not be possible. Moreover, due to the unavailability of demographic information about reviewers, the effect of demographic characteristics on users' perceptions of m-banking quality could not be determined.Practical implicationsThe study provides managers with useful insights to improve the service experience of m-banking customers. The study also demonstrates how managers can employ text analytical techniques to assess and improve the quality of m-banking services.Originality/valueIn addition to enriching the understanding of m-banking quality based on direct and first-hand user experiences, the current study also provides initial evidence for the two-factor structure of m-banking service quality.
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Purpose>This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.Design/methodology/approach>The methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).Findings>The results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.Research limitations/implications>The results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.Practical implications>This study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.Originality/value>The contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.
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Research background: The COVID-19 pandemic has changed consumer preferences and their use of banking services. Consequently, the propensity of bank customers to use electronic banking has increased. Banks, in order to meet customer expectations, develop and improve the most popular channels of distribution of their services, offering increasingly advanced technological solutions that provide the customer with a high level of security. Purpose: The aim of this paper is to analyze and evaluate the functioning of electronic banking in PKO Bank Polski in the era of the SARS-CoV-2 coronavirus pandemic. Research methodology: The current situation regarding the functioning of e-banking in Poland in the era of the pandemic with particular emphasis on the development of electronic banking services at Bank PKO Bank Polski was investigated. Development trend models were used for the study, and then applied to forecast the changes that will occur in the electronic banking market in Bank PKO Bank Polski at the end of 2022 and in 2023. The analysis was carried out using the STATISTICA 13.3 program. Results: Banks, including PKO Bank Polski, will increasingly need to develop their digital infrastructure and continue to innovate to keep up with changing lifestyles. In the future, the use of cash will be marginalized in favour of electronic payments. Novelty: Further IT and telecommunication progress at PKO BP Bank Polski will result in the emergence of more innovative solutions for banking services and, at the same time, the development of the electronic money market. © 2022 Anna Feruś.
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Accept it or not, Covid-19 pandemic has left a major impact on how the world, and our country, is performing today. Though a very common scenario today, there are many changes which have taken place in the post Covid era which may have been unheard of and even unimaginable just a few years back. Concepts like online lectures, online banking and transactions, online consultations by doctors, lawyers and other professionals, increased use of e-commerce platforms, working from home etc. have become the 'new normal' in today's times, even in a developing country like India. The pandemic has made digitalisation an integral part of our life.
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The Study aims to explore and test the factors affecting customers' online transaction behavior with e-banking services in the Covid-19 pandemic, with TAM (Technology Acceptance Model). The author used data survey from 225 people who are customers of commercial banks in Ho Chi Minh City (HCMC). The research methods used SPSS software for EFA and CFA analysis. The results of multivariable regression analysis determined 7 factors affecting intention to use e-banking services: perceived ease of use, expected effectiveness, and risk. transaction risk, bank branding, social influence, behavioral control and perceived preference. In which, the risk component in the transaction has the most important influence on the intention to use e-banking services, followed by the component of expected effectiveness, followed by the component of bank brand, followed by component of bank brand followed by the Social Influence component, then perceived ease of use, and finally behavioral control and perceived preference. The research results also serve as a basis for a survey for Vietnamese banks to promote using e-banking services by customers in developing electronic products in Vietnam.
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During the past two decades, digital played a prominent role in bringing about tangible development in several fields, especially banking. As it provided new opportunities for entrepreneurship and promoted creativity and innovation activities, and was adopted as a tool to confront financial crises. A sample of individuals working in commercial banks listed in the Iraq Stock Exchange was selected. The coefficient of determination (R2) and least squares modeling were used to test the hypotheses of the study and using the statistical programs (SPSS), (SMART PLS).A set of conclusions has been reached, including the existence of a significant negative effect of digital finance in financial crises. Based on the conclusions, a set of recommendations were presented, the most important of which is the need to adopt digital finance to overcome challenges and face financial crises.
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Research background: In the era of the COVID-19 pandemic, the tendency of bank customers to use mobile banking is increasing. This is primarily due to the perceived ease and benefits of its use and the subjective assessment of the level of security of such a system. The main goal will therefore be to create such a mobile banking system, which in the era of pandemics, in addition to an easy-to-use interface, will also offer increasingly advanced technological solutions that will provide the customer with a high level of security. In order to meet the expectations of customers, banks will continue to develop and improve the most popular channels of distribution of their services, which are undoubtedly payment cards.Purpose: The purpose of this article is to define and classify non-cash payment instruments on the Polish banking services market in the COVID-19 pandemic era.Research methodology: To examine the current situation prevailing in the payment card market, as well as the factors determining the development of non-cash payments and the direction of future changes in the COVID-19 pandemic era. The research used models of development tendency (trend), and then applied them to forecast changes that will take place on the payment cards market in Poland at the end of 2021 and in 2022. The analysis was carried out using the STATISTICA 13.3 program.Results: a payment card is one of the best options for obtaining cash and every year the traditional cash in the wallet is being displaced more and more by “plastic money”.Novelty: Furthermore, technological advances will bring new solutions to the payment card market and at the same time the e-money market will develop.
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Ethically conducted business has a positive impact on consumer trust, satisfaction and loyalty. The aim of this paper is to identify the bank activities that customers perceive as ethical and to what extent they affect consumer perceived ethicality. The binomial logit model applied in this study demonstrates that the honesty of financial advice, use of e-banking services and use of artificial intelligence technology to improve the quality of banking services have a significantly positive impact on consumers' perception of banks in Poland as ethical institutions. Significant variables that negatively influence consumer perceived ethicality include gender, education, use of financial advisory services, banks' manipulation of information about financial products and use of personal data against the will of customers.
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To reveal the influence mechanism of e-banking channel selection of elderly customers, according to the analysis of elderly customers’decision-making process, a threshold model is proposed by using small world customer relationship network and variable setting in this study. The multi-agent simulation of e-banking channel selection behavior of elderly customers is carried out from the perspectives of channel diffusion speed and customer channel selection proportion in the context of Covid-19 pandemic. The research shows that channel performance and individual differences of customers affect the adoption of e-banking by elderly customers. This study also has found that network size and network density can regulate the impact of channel performance on the selection behavior of elderly groups. However, they could play a regulatory role under certain conditions. Finally, this study puts forward some suggestions to improve the channel diffusion efficiency, such as building an elderly friendly e-financial service channel and construction of elderly business market culture.
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Purpose>The purpose of this study is to explore digital financial services experience, investigate the antecedents to digital financial services experience and examine familiarity as a moderator.Design/methodology/approach>The study uses dual methods: qualitative and quantitative. Multiple case studies are applied as a qualitative method to explore and capture recent development in rapidly changing digital finance. An empirical, survey-based approach is used to collect data from 258 respondents about their experiences with digital financial services experience using constructs, such as perceived ease of use, timeliness, lifestyle and digital financial element. The study used structural equation modeling using smart-PLS.Findings>Using word count, hierarchy chart, items clustered by similarity and qualitative analysis by applying NVivo 12, the study validates the constructs and captures recent developments. Using smart PLS, the structural equation model reveals that the digital functional element positively affects the digital financial services experience. It is observed that lifestyle mediated between perceived ease of use and timeliness with digital financial services experience. Further, familiarity moderates the relationship between the digital financial element and digital financial services experience. Moreover, while this research analyzed the relationship regarding financial services customers, we suggest a comparative study between different entities.Originality/value>The study can be considered one of its kind using qualitative and quantitative research methods. It integrates theory from both the information system and marketing domain. As the increased number of digital channels and interfaces has increased, companies need to understand how to improve the digital financial services experience.
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This article proposes a high-speed communication system. Past few years ago, all people witnessed the internet, networking, and communication system as one of the most valuable parts of our life. So people will be able to use high-speed satellite internet. In the modern world, people must consider how much data and internet speed are needed. When more people use internet service at the same time will be required more data and internet speed. Satellite-internet covered hard-to-reach rural areas where Digital Subscriber Line (DSL), a cable, may not exist yet. In the rural areas of Sri Lanka, one of the main problems is, supplying electrical power. In this paper, how to power up satellite connections by using solar energy will be discussed. Primarily, rural village areas of Sri-Lanka where there are no terrestrial internet services available can provide significant achievements for improving the villager's life standards of poor village people of Sri-Lanka. Here discusses how to get many opportunities such as e-learning, e-commerce, e-health, e-entertainment, e-banking and other internet opportunities.
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E-wallet or electronic wallet has become crucial in our modern world these recent years. The current study attempts to develop a research model for exploring the factors affecting the use of e-wallet in an emerging country, Vietnam. Based on the Technology Acceptance Model, Unified Theory of Acceptance and Use of Technology and other related theories and studies, the research model is developed. In the study, determinants of the use of e-wallets include perceived ease of use, perceived usefulness, perceived user interface, social influence, trust and perceived risk. Online and offline surveys are both conducted to collect the necessary data. SPSS and AMOS will be then utilized to process and analyze the collected data to examine if the data supports the proposed hypotheses regarding the impact of perceived ease of use, perceived usefulness, perceived user interface, social influence, trust and perceived risk on customers' attitude and behavioral intention to use e-wallets.