International Journal of Electronic Finance http://www.inderscience.com/browse/index.php?journalID=171&year=2011&vol=5&issue=4 Inderscience Publishers Ltd en-uk International Journal of Electronic Finance 1746-0069 1746-0077 © 2011 Inderscience Publishers Ltd editor@inderscience.com https://www.inderscience.com/images/files/coverImgs/ijef_scoverijef.jpg http://www.inderscience.com/browse/index.php?journalID=171&year=2011&vol=5&issue=4 http://www.inderscience.com/link.php?id=43345 The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia. Measuring e-statement quality impact on customer satisfaction and loyalty
Hussain Ali Bekhet; Basheer Abbas Al-alak
International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 299 - 315
The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia.

]]> 10.1504/IJEF.2011.043345 International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 299 - 315 Hussain Ali Bekhet; Basheer Abbas Al-alak College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia. ' College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia e-statements quality of services QoS quality domains customer satisfaction customer loyalty marketing strategy e-finance Malaysia bank management banking electronic finance online statements electronic statements. 2011-10-25T23:20:50-05:00 5 4 299 315 2011-10-25T23:20:50-05:00 http://www.inderscience.com/link.php?id=43346 The paper attempts to build an empirically proven model of determinants that influence consumer buying behaviour and consumer switching behaviour towards consumer durable products for a matured marketing environment. The research identified that the entire marketing mix variables viz. product attributes, pricing, distribution and service, promotion, etc., and external variables such as country of origin, brand reputation, influence of peer groups and society have significant impact on consumer buying behaviour in a matured marketing environment, except the influence of opinion groups found no impact. Erosion in product attributes, pricing problems, dealer and service problems, eroding brand reputation, etc., have significant impact on consumer switching behaviour, whereas sales promotion, influence of peer and opinion groups found no influence. Modelling the impact of internal and external variables on consumer durables in a matured marketing environment
A.M. Sakkthivel
International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 316 - 332
The paper attempts to build an empirically proven model of determinants that influence consumer buying behaviour and consumer switching behaviour towards consumer durable products for a matured marketing environment. The research identified that the entire marketing mix variables viz. product attributes, pricing, distribution and service, promotion, etc., and external variables such as country of origin, brand reputation, influence of peer groups and society have significant impact on consumer buying behaviour in a matured marketing environment, except the influence of opinion groups found no impact. Erosion in product attributes, pricing problems, dealer and service problems, eroding brand reputation, etc., have significant impact on consumer switching behaviour, whereas sales promotion, influence of peer and opinion groups found no influence.

]]> 10.1504/IJEF.2011.043346 International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 316 - 332 A.M. Sakkthivel Department of Business Administration, Sur University College, P.O. Box 440, P.C.411, Sur, Sultanate of Oman marketing mix variables external variables internal variables modelling consumer buying behaviour consumer switching behaviour consumer durable products matured marketing environment consumer behaviour. 2011-10-25T23:20:50-05:00 5 4 316 332 2011-10-25T23:20:50-05:00 http://www.inderscience.com/link.php?id=43347 We explore the evolution of business models over time in five Finnish organisations from the banking, insurance or retail sector. The scope of the banking services to consumers has been extended in traditional banks from basic banking services to asset management, insurance and expert services. Deregulation and new technologies have enabled internationalisation and free competition. New organisations and niche players from other industries have entered the industry. Our findings add to previous research on the actual changes and the drivers and enablers of the business model evolution over time, and help practitioners to further develop their business models. Towards e-banking: the evolution of business models in financial services
Anu Bask; Hilkka Merisalo-Rantanen; Markku Tinnila; Theresa Lauraeus
International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 333 - 356
We explore the evolution of business models over time in five Finnish organisations from the banking, insurance or retail sector. The scope of the banking services to consumers has been extended in traditional banks from basic banking services to asset management, insurance and expert services. Deregulation and new technologies have enabled internationalisation and free competition. New organisations and niche players from other industries have entered the industry. Our findings add to previous research on the actual changes and the drivers and enablers of the business model evolution over time, and help practitioners to further develop their business models.

]]> 10.1504/IJEF.2011.043347 International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 333 - 356 Anu Bask; Hilkka Merisalo-Rantanen; Markku Tinnila; Theresa Lauraeus Department of Information and Service Economy, Logistics, Aalto University School of Economics, P.O. Box 21220 (Runeberginkatu 22-24), FI-00076 Aalto, Finland. ' Department of Information and Service Economy, Information Systems Science, Aalto University School of Economics, P.O. Box 21220 (Runeberginkatu 22-24), FI-00076 Aalto, Finland. ' Department of Information and Service Economy, Logistics, Aalto University School of Economics, P.O. Box 21220 (Runeberginkatu 22-24), FI-00076 Aalto, Finland. ' Department of Information and Service Economy, Information Systems Science, Aalto University School of Economics, P.O. Box 21220 (Runeberginkatu 22-24), FI-00076 Aalto, Finland banking industry banking services business models evolution drivers enablers e-banking e-finance electronic banking online banking electronic finance Finland. 2011-10-25T23:20:50-05:00 5 4 333 356 2011-10-25T23:20:50-05:00 http://www.inderscience.com/link.php?id=43348 In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement. Investigating customer satisfaction, loyalty and web usability concerning the use of Word-of-Mouth as a means of referral among internet banking users in Malaysia
Tan Hui Lee; Noor Ismawati Jaafar
International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 357 - 373
In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement.

]]> 10.1504/IJEF.2011.043348 International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 357 - 373 Tan Hui Lee; Noor Ismawati Jaafar Faculty of Business and Accountancy, Department of Operations and MIS, University of Malaya, 50603 Kuala Lumpur, Malaysia. ' Faculty of Business and Accountancy, Department of Operations and MIS, University of Malaya, 50603 Kuala Lumpur, Malaysia WOM word-of-mouth internet banking e-finance web usability customer satisfaction customer loyalty e-banking electronic banking online banking electronic finance Malaysia. 2011-10-25T23:20:50-05:00 5 4 357 373 2011-10-25T23:20:50-05:00 http://www.inderscience.com/link.php?id=43349 The purpose of the paper is to quantify the annual financial losses incurred owing to the lack of global coordination in the international microfinance investment sector, leading to inefficiencies. This paper attempts to examine the scale of idle potentials on the basis of available international investment flow statistics and proposes innovative instruments, arched over in the Global Microfinance Financing Authority (GMFA). As several dramatic inefficiencies are taking place, forming of the proposed body would prevent substantial annual losses, at present absorbed by the clients, raising the cost of capital for the poor. Reduction of global development cost caused by microfinance inefficiencies
Tomas Hes; Karel Srnec
International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 374 - 384
The purpose of the paper is to quantify the annual financial losses incurred owing to the lack of global coordination in the international microfinance investment sector, leading to inefficiencies. This paper attempts to examine the scale of idle potentials on the basis of available international investment flow statistics and proposes innovative instruments, arched over in the Global Microfinance Financing Authority (GMFA). As several dramatic inefficiencies are taking place, forming of the proposed body would prevent substantial annual losses, at present absorbed by the clients, raising the cost of capital for the poor.

]]> 10.1504/IJEF.2011.043349 International Journal of Electronic Finance, Vol. 5, No. 4 (2011) pp. 374 - 384 Tomas Hes; Karel Srnec Institute of Tropics and Subtropics, Czech Agricultural University Prague, Kamycka 129, 165 21, Prague 6, Czech Republic. ' Institute of Tropics and Subtropics, Czech Agricultural University Prague, Kamycka 129, 165 21, Prague 6, Czech Republic microfinance funding inefficiency coordination FX risk guarantee credit bureau e-finance centralisation development annual financial losses electronic finance international investment flow foreign exchange poverty. 2011-10-25T23:20:50-05:00 5 4 374 384 2011-10-25T23:20:50-05:00