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The Omani banking industry still lags behind in keeping up with the full adoption of e-banking technologies in delivering its services. Nevertheless, this might have changed to some extent with the spread of the Corona Virus (COVID-19) which forced financial institutions around the world to temporary close most of their branches and operate mostly on an online basis. The purpose of the study is to investigate customers' perception of E-Banking Adoption in the Omani context during the COVID-19 pandemic. Specifically, the focus is on determining the aspects that would potentially increase the acceptance and usage of E-banking services from the customer's perspective. A questionnaire was developed with the purpose of collecting data from total sample of 200 banks' customers in Oman. In terms of data analysis, linear regression and t-tests were used. The results indicated that bank customers in Oman have a high willingness to use E-banking services. On the other hand, the findings revealed that perceived ease of use, uncertainty, facilitating conditions and self-efficacy has a significant effect on E-banking adoption and hence are have the potential to increase the adoption of E-banking services in Oman. The study contributes significantly to the behavioural and innovation adoption theories. In addition, it contributes in developing policies and setting improvement measures in the banking industry. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2022.
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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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Last decade had been worst for humanity as it faced Covid-19. The pandemic invited many things unknown to humans such as lockdown, compulsory mask and no contact with other people or things. The 'No Contact' initiated much awaited progress in payment from being entity exchange to being digital. The digitization of payment became biggest transformation;every common citizen realized the use of digital payment. The evolution of cash payment to internet banking and internet banking to e-wallet has made transaction easier for all the services without exhibiting physical form. Payment Gateways, Digital Wallet, Internet Banking use has risen as being fast and instant. Though the recent payments are secure on theft front with the use of digital money by many users at many times online payment system might face problem on digital money transfer with issues such as wrong payment, link failure or single point failure. There might be more problems such as insider problem and transaction being transparent. For such situations more secure and private path towards security is needed as insufficiency will give rise to risk mitigation. The paper recommends a payment system which will be based on privacy and permission laid by blocks to blocks for use in financial sector. The architecture proposed integrates the digital wallet with different banks to give foundation of Blockchain for secure transactions. The peer to peer network will share transactions as well share load to minimize load on central banking system keep the load distributed and secure overall data centres. © 2022 IEEE.
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Purpose>The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.Design/methodology/approach>To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.Findings>It is found that efficiency is the major determinant of e-customers' satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.Practical implications>This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.Originality/value>The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.
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During COVID-19, the banking industry saw a paradigm shift of customers from "traditional” to "online” platforms. This research explored the moderation effect of age and gender in the relationship between online banking service quality and customer satisfaction during COVID-19. The study used explanatory and accurate novel methods to study the relationship between online banking service quality and customer satisfaction in the Indian banking industry. Structural equation modeling was used for testing the relationship. Multi-group moderation technique was employed to explain the moderation effect. The study highlighted that age significantly moderated the relationship between responsiveness, competence, and customer satisfaction. Gender significantly moderated the relationship between competence and customer satisfaction. The study's novelty lies in finding the critical determinant of customer satisfaction in online banking during COVID-19 and explaining the moderation effect of age and gender. Moreover, this study addressed feedback and complaint management, which has not been studied widely in the context of quality and satisfaction. © 2022, Associated Management Consultants Pvt. Ltd.. All rights reserved.
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PurposeThe paper intends to comprehend the pattern of usage of FinTech services among bank customers during the COVID-19 pandemic. The paper also examines the factors influencing the adoption of FinTech services by using the constructs from the technology acceptance model (TAM) together with highlighting the issues faced in using FinTech services in Assam.Design/methodology/approachThe research is empirical in nature. Data have been collected from 1,066 prime earners of the households having a bank account.FindingsThere has been an upsurge in the use of FinTech services in the area of study. Apart from government and private service employees, businessmen, self-employed professionals, many daily-wage earners and agriculturists have also experienced an increase in their frequency of usage of FinTech services thereby making technology-based financial services an indispensable tool in enhancing access, improving inclusivity in the times of crisis and aftermath. Government support, trust, perceived usefulness (PU), attitude and social influence have a positive influence on FinTech adoption;however, perceived risks impact respondents' trust towards FinTech services thereby requiring necessary measures to evaluate organizations' preparedness to deal with cyber threats.Originality/valueThe paper provides insight into the factors impacting the adoption of FinTech services to stimulate superior connectivity infrastructure, robust security measures and maintaining financial stability with adequate supervisory and monitoring regulations to enhance trust towards FinTech services during the crisis and aftermath.
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Internet Banking has become an important alternative to traditional banks. This article studies how Internet Banking's use influenced European banks' profitability and if the phenomenon of the branches' strong contraction (started in 2009 and consolidated from 2011 to 2016) depended on using these technologies or the economic crisis of the period. The exclusion of the COVID-19 crisis derived from the voluntariness to analyze the branches' reduction in your primitive form and not as a consequence of the event's extreme. The sample data comprises 3679 European banks from 2011 to 2016. The methodology used is the instrumental variables. This approach can control internal validity threats, such as confounding variables, measurement error, spuriousness, simultaneity and reverse causality. The results show that Internet Banking has positively influenced the net interest income and negatively affected the distribution of the branches, justifying the strong reduction. Surprisingly, the insignificance of GDP rates on the branch network, while the strong European prudential regulation had a negative impact. The study of Internet Banking's impact on the branches is a new aspect and important for further developments. As transactions are handled online, branch offices will become more like service lounges rather than rows of tellers handling daily transactions.
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The need for charity drives in Malaysia has become even more crucial with the halt and closure of countless businesses during the COVID-19 pandemic. Due to social restrictions implied, the method of collecting charity funds is now severely limited, resulting in the deployment of social media platforms. Suiting the current needs, this research aimed to understand the public's acceptance of e-charity programs. This quantitative research studied the response of 129 samples spread from urban and rural areas in Malaysia. Data were collected through a questionnaire in Google Form and distributed through social media platforms. Results show the public is willing to do charity online, and it is a way to encourage charitable behaviour.
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The Cambodian banking sector has experienced significant growth in recent years due to macroeconomic stability and an investment-friendly policy. Similarly, using internet banking (IB) to access financial services without being physically present was extremely convenient and advantageous during the COVID-19 outbreak. Therefore, identifying the factors influencing mobile banking adoption is crucial to maximizing its use. Hence, consumer behavior intentions to adopt IB were explored in this study. It aimed to use a questionnaire-based approach to collect and analyze quantitative data (n = 391) on customer adaptation to IB to test the hypotheses underlying the Technology Acceptance Model (TAM) by adding a subjective norm (SN) construct to the model and empirically testing it with a sample of Cambodians. Equally, the data was analyzed using PLS-SEM. The results confirmed that perceptions of trust and usefulness are the critical determinants of attitude toward IB and intention to adopt IB. However, perceived ease of use was found to be non-significant. Significantly, it provides a valuable insight into the potential effects of socially pressured behaviors, so-called SN, on TAM. Accordingly, the SN is oriented toward AT, which ultimately impacts the adoption of IB. Hence, the findings of this study can be applied to theoretically and empirically adopt IB. © 2022 The Author(s)
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The unprecedented Lebanese economic crisis and the global COVID-19 pandemic have taken their toll on the Lebanese banking sector. This led to the need to investigate this sector in times of dire uncertainty by highlighting six digital banking channels offered by Lebanese banks. This study reveals how the banking industry has adapted to this novel situation by embracing dynamic technological changes to attain higher levels of customer satisfaction with digital banking channels (DBCs). Consequently, the study investigates the extent of DBC adoption, their usage benefits, the resulting service quality, and their aggregate impact on overall customer satisfaction with DBCs. The study measures customer satisfaction with digital technologies implemented in Lebanese banks during the most unstable period of Lebanese history. This study supported the deductive approach generating significantly interesting results by analyzing Spearman’s correlations regarding DBC adoption and investigating customer satisfaction levels with DBCs showing satisfactory results such as high correlation for mobile banking adoption (0.544), internet banking (0.533), transactional call center (0.528) followed by ATM (0.455). A multiple linear regression study found a positive relationship between DBC adoption in Lebanese banks and overall customer satisfaction with DBCs with an adjusted R-squared value of 0.454 for DBC benefits and an adjusted R-squared value of 0.802 for DBC service quality in Lebanese banks on their customer satisfaction. The final conclusion is that banks should invest in DBCs and develop them as they are the major determinants leading to improved customer satisfaction through higher adoption/diversification rates, improved service quality levels and greater benefits.
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Purpose The purpose of this study is to develop a conceptual framework which takes into account the perceived risk (PR) and the perceived benefits (PB) of using mobile payment systems (MPS) in the context of COVID-19 pandemic. Design/methodology/approach The study proposes a conceptual framework incorporating the uncertainties/risks associated with MPS like perceived technology uncertainty (PTU), perceived regulatory uncertainty (PRU), perceived service intangibility (PSI) and perceived information asymmetry (PIA), along with the benefits of using MPS such as trust, mobility, health consciousness (HC) and fear of Coronavirus (FOC). A survey comprising 1,253 participants was conducted in India. The proposed model was empirically examined through partial least square structural equation modelling. Findings The outcomes of the study revealed a significant positive influence of PTU, PRU, PIA and PSI on PR. On the other hand, HC and FOC were identified as the major antecedents having a significant positive influence on PB. Both PR and PB had a significant influence on the intention to adopt MPS, but the influence of PB was greater than the influence of PR. Practical implications The enablers and inhibitors play a crucial role in understanding the intention to adopt MPS. HC and fear of acquiring Coronavirus can be aggressively marketed by the government and service providers as a strategy to maintain social distancing. Government should address the regulatory concerns associated with the usage of MPS so as to alleviate any negative perception among the general public. Originality/value The current study is a novel attempt to understand the intention to adopt MPS in India as precautionary health behaviour to curb the transmission of Coronavirus pandemic. The study uses two constructs, HC and FOC, to better understand the behaviour of the people and explain the intention to adopt MPS during the COVID-19 pandemic.
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Current situation in COVID-19 pandemic as well as the significant digital transformation, where the whole world is being forced to participate, are lead for a wide acceptance to use the mobile payments. The main objective for the current study is to focus on analysing the primary variable "intention to use" through the Apple Wallet mobile payment system "apple wallet app" in United Arab Emirates (UAE), in addition to defining a context and evaluating the various antecedents of its use. The main variables that addressed by the current study are ability to use (skilfulness), perceived usefulness, convenience of the system, perceived risk and the primary variable that mentioned before was intention to use. To conduct the study, we invited 422 respondents to an online survey, and we have used a structural equation modelling analysis. The results indicate that mobile user skilfulness is the variable that most influences the intention to use the proposed payment system, followed by perceived usefulness and convenience of the system, while the perceived risk has a weak negative relationship with intention to use mobile payment via apple wallet app in the light of high Cybersecurity Index in the UAE.
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The World Health Organization says money can spread all varieties of bacteria and viruses. A measure that can be taken to help stop the spread of Covid-19 is decreasing or ideally, eliminating, the use of cash and promoting the use of contactless payments. Cash remains a frequently used retail payment method specifically for small-value purchases. The switch from cash to cards and other payment methods is one of the major trends in consumer shopping financial behavior. This research investigates explaining factors of bank cards use for payment purposes. It builds on an integration of the Technology Acceptance Model and the Theory of Planned Behavior to explain customers' intention to use bank cards. Data was collected with a face-to-face survey in retailing context. The proposed model was tested through the PLS-SEM approach. Results show that perceived usefulness, perceived ease of use, subjective norm, perceived behavioral control, and attitude are prominent predictors of the behavioral intention to use bank cards for payment purposes in retail stores. The findings provide insights to service vendors and merchants on how to increase customers' use of cards rather than cash.
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Undoubtedly, the Covid-19 outbreak has significantly increased the opportunity for online shopping, creating higher demand for internet banking. Noticeably customer expectations on digitisation of banking have been accelerated by the pro-longed pandemic. Thus, with the increasing popularity of internet banking during the COVID19 pandemic, the researchers are motivated to examine the factors influencing the intention to use internet banking in Indonesia. A total of 387 responses were collected using the Google form and then analysed using SmartPLS 3.3. Application. Using the purposive sampling technique, the questionnaires were distributed from November 4, 2021, to November 29, 2021, via social networks such as Discord, Instagram and Line. The underpinning theory of the Technology Acceptance Model (TAM) is applied in this study. The result shows that 3 hypotheses were rejected. Namely, personal innovativeness to intention to use, the subjective norm to intention to use internet banking, and perceived risk to intention to use internet banking. While the rest, such as perceived usefulness to intention to use;subjective norm to perceived usefulness;perceived ease of use to intention to use;trust to intention to use;and attitude to intention to use were accepted as they directly or indirectly have a positive effect on the usage intention of internet banking in Indonesia. The findings of this research may contribute some new insights for Indonesian e-commerce operators, practitioners, e-vendors and various companies that may have an intention to extend or transform their businesses into an online model © 2022 IEEE.
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Purpose One of the impacts of the COVID-19 pandemic is that using an e-wallet - a contactless process - rather than a payment terminal is an intuitively safer option. This study is grounded in cognitive absorption theory and investigates how the use of the money-gift function influences the intention to continue using an e-wallet app. Design/methodology/approach Using a cross-sectional approach, a structured questionnaire was designed and distributed to the target respondents in Malaysia through social media platforms. The data were collected with purposive sampling and a total of 350 eligible responses were analyzed with partial least square structural equation modeling (PLS-SEM). Findings Cognitive absorption significantly influenced the perceptions of e-wallet apps (perceived ease of use and perceived usefulness). The intention to continue using an e-wallet app was positively predicted by attitude and subjective well-being. Furthermore, this study found that the path between attitude and the intention to continue use was mediated by subjective well-being, whereas perceived security moderated the path between cognitive absorption and perceptions of an e-wallet app. Practical implications The results offer much-needed broad guidance for e-wallet service providers. In particular, the findings reveal how implementing money-gift functions promotes various positive outcomes that influence the intention to continue using an e-wallet app. Originality/value Previous research on e-wallets considered only the basic characteristics of an e-wallet app when studying continuous usage. Few studies have empirically examined the innovative function of money gifts. Therefore, this study is among the first to offer empirical insights into how immersion and cognitive interaction with the money-gift function can influence user perceptions and behavior toward e-wallet apps.
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The banking sector can take advantage of the proliferation of online banking as well as government's reinforcement of cashless transactions to expedite the usage of branchless banking. The prime objective of this study is to examine the factors that affect rural people's bounded rational intention toward branchless banking conduct during this Corona Pandemic in Bangladesh. In doing so, the theory of bounded rational intention was used as its theoretical background. Data (n = 390) were collected from the people residing in the rural areas surrounding branchless banking booths where no branch banking services are available. Data were analyzed employing structural equation modeling by AMOS software. The findings of the study indicate that all factors are positively significant to influence the rural people's bounded rational intention toward branchless banking behavior. The results also show that trustworthiness and normative structure exhibit the highest positive significance to influence people's bounded rational intention. It implies that the agents ought to be trustworthy for popularizing the branchless banking services in the rural areas. The outputs of this study provide insight into branchless banking services which will help banks and financial institutions formulate right policy on branchless banking strategy.
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In today's world, the banking sector is extremely driven by technology and data business. Banks that can capitalize on technologies and are able to integrate them will have a competitive advantage and will be considered one of the winning banks in the financial sector. In the COVID-19 pandemic, banks face a hard challenge and bank leaders had focused their attention on offering high quality customer service based on the use of Information Technology. Technology Foresight could help us to predict the expected Banking Services technology for the next 10 years. The main purpose of this paper is to investigate how the digitalization process in the banking has affected its relationship with customers. Three main actors were studied: client experience and banker/bank productivity. SWOT analysis and surveys of actors' opinions were used to foresight the technology might affect the banking services. One of the significant findings is that financial institutions, open for this collaborative innovation, will need to concentrate on digital transformation to meet the dynamic customer requirements that will eventually lead to a higher profit for them. The second major finding was that the technologies like artificial intelligence, blockchain, etc. can provide an effective product set to clients resulting in scalability of transaction banking business. However, it does come at the cost of robots replacing front end customer interface. This could cause a threat of redundancy to human capital and increase the training costs on the banks. Copyright © 2021 by Naudé Scribante. Permission granted to IAMOT to publish and use.
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Purpose: The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic. Design/methodology/approach: To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel. Findings: It is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19. Practical implications: This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers. Originality/value: The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection. © 2021, Emerald Publishing Limited.
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In an effort to find ways to increase the effectiveness of online education, literature and empirical study based on the Technology Acceptance Model (TAM) have addressed a variety of questions, including perceived ease of use (PEU) and perceived usefulness (PU). After TAM, extensive studies have focused on the impact of extrinsic factors on PEU and PU, including Self-efficacy and Perceived Risk. This study aims to analyze the direct, indirect, and moderating effects of Self-efficacy and Perceived Risk on Online Learning Intention (OLI). Data was collected through a survey method from 472 students studying at universities in Vietnam. The collected data was analyzed using the PLS-SEM technique to test the hypotheses. The findings reveal that Technology Self-Efficacy influences the intention to take online courses both directly and indirectly through Perceived Ease of Use and Perceived Usefulness. Besides, Perceived Risk COVID-19 also has a positive effect on online learning intention, and plays a role as a moderating variable on the impact of PU on OLI. These findings suggest that students will have a stronger intention to study online when they are confident in their ability to use technology. When they believe in their ability to use technology, their online learning intention will also increase.