International Journal of Electronic Banking (6 papers in press)
Beyond household characteristics: what influence adoption of banking innovations in Northern Ghana?
by Abdul-Hanan Abdallah, Baba Hananu, Haruna Abdul-Rashid
Abstract: The quest for maintenance of existing market share and survival had left no option for banks than to provide quality customer services. This has led to the introduction of Information Technology (IT) innovations by banks to offer and facilitate quality services. This study examined the factors influencing adoption of banking innovation introduce by banks in northern Ghana. A multi-stage sampling procedure is used to obtain 476 customers for the study. The Poisson and Negative Binomial models were employed to estimate the intensity of adoption of banking innovations. However, the Poisson model fits to the data better than the Negative Binomial model and the results revealed personal/household and attitudinal attributes as the significant factors influencing the intensity of adoption of banking innovations in northern Ghana. Specifically, number of visits made by a customer to a bank, relative advantage, trialability and compatibility constitute these attributes. On the contrary, our results do not find evidence for significant influence of subjective norms and behavioural characteristics on adoption intensity. This thus, highlights the importance of introducing innovations that are not only user-friendly, but beneficial in terms of cost especially when compared with other innovations.
Keywords: Adoption; banking; count data models; IT innovations; Ghana.
Business impacts of electronic banking technologies
by Anjan Roy
Abstract: Realizing business impact from technology investment can be difficult in the banking industry. Banks invest in new technologies as competitive necessity and hence, despite the visible impacts of technology on banking operations, they may actually find it hard to translate the same to business results. This paper looks at the impacts of investments made on electronic banking technology on performance of bank branches. The study is set in the context of Indian banking, where banks have invested on setting up e-lobbies at many of their branches. E-lobbies are separate enclosures, usually attached to a branch, and provided with facilities such as ATM, pass book printer, cash accepting machines, cheque deposit machine, etc., enabling round the clock service. Based on data of one such bank, the study reveals that investments in branch technologies did lead to some direct and obvious benefits, such as lower growth of manual transactions. However, the business impacts were more nuanced. Branches with e-lobby had enhanced transaction capacity and therefore, attracted increased number of low cost but higher transaction deposit accounts. This however, did not substantively help in the growth of deposit for which these branches needed to contract higher amounts of interest bearing deposit. The impact on growth in advances was positive because the branch staff were able to devote themselves to interact with customers. The study also indicates that changes in the mix of manpower deployed in e-lobby branches may have led to improved branch performance.
Keywords: Electronic banking; Technology investment; Business impact; Bank branch.
Does Technology Readiness Predict Banking Self Service Technologies Usage in India?
by Aditi Naidu, Romi Sainy
Abstract: As smaller cities in India, tier II cities, become the focus of growth among service providers, the paper examines the level of readiness among customers of smaller cities in India to adopt self-service technologies(SSTs) in the banking sector. Unlike most previous studies, which have focused on larger, metropolitan cities of the country and have used the Technology Adoption Model (TAM) and other factors to investigate uptake of SSTs, this study focuses on the Technology Readiness Index (TRI) to measure the extent to which the construct, technology readiness influences adoption of three major banking SSTs in a tier II city of India-Indore, exploring further how specific dimensions that constitute the technology readiness construct shape adoption of banking SSTs. Examining the applicability of the TRI tool to predict banking SST usage in a tier II city of India, the study found TRI does not conclusively predict banking SST usage in the context of India.
Keywords: Banking; Self Service Technologies; Technology Adoption; ATM; Mobile Banking; Internet Banking; Technology Readiness Index; India.
IMPACT OF BANKING INNOVATIONS ON CUSTOMER ATTRACTION, SATISFACTION AND RETENTION: THE CASE OF COMMERCIAL BANKS IN BOTSWANA
by Joseph Evans Agolla, Tshepiso Makara, Gladness Monametsi
Abstract: This study investigates the impact of banking innovations on customers attraction, satisfaction and retention amongst commercial banks in Botswana. To analyse the data, descriptive and inferential statistics are utilised. The study offers evidence of antecedents of banking innovations from a developing country (Botswana). The results indicate that, innovative banks are likely to attract and satisfy their customers. These findings offer useful understanding of commercial banks, specifically when embarking on introduction of innovative practices that seeks to attract, satisfy and retain customers in the rapidly changing and competitive environment. The conclusion of the study emphasises the application of innovative practices as a way to increase commercial banks clientele base, which, in turn, results in competitive performance. The research offers insights into commercial innovative practices, which have influence on customers attraction, satisfaction and retention. The studys key limitations arise from sample size, perhaps a more robust sample size in a different geographical would suffice.
Keywords: Commercial banks; Customer attraction; Creativity; Innovation; Retention; Satisfaction.
Barriers to Internet Banking Adoption in Developing Countries A Consumer Survey
by Zaid Ahmad Ansari
Abstract: The paper shows the possible barriers to internet banking adoption in developing countries. The study is quantitative which used primary data collected through structured close ended questionnaire from users as well as non-users of internet banking. Through content analysis eight factors were identified which explained why consumers are not using or current users were not using internet banking. The main barriers were perceived risk in internet banking, no perceived need, lack of knowledge about the services, and pricing concerns. The results provide significant understanding of factors that act as barriers to internet banking. The factors can be further investigated by the researchers to solidify the current findings. The findings may be of use to the bankers in developing future strategies to attract the non-users towards internet banking, and enhance the internet banking experience of the current internet banking users and for the researchers to further investigate the topic. The findings illustrate why still a large percentage of banking consumers do not use internet banking, it highlights their main concerns, doubts, hesitations. The findings are equally important for researchers for further investigations and for bankers to convert non-users into users of internet banking.
Keywords: Internet Banking; Barriers to Internet Banking; Banking Consumers; Saudi Arabia; Developing Countries.
Influence of Demographic Variables on Synchronization between Customer Satisfaction and Retail Banking Channels for Customers of Public Sector Banks of India
by Neha Gupta
Abstract: The purpose of this study is to examine synchronization between customer satisfaction and retail banking channels based on customer demographic variables to understand the influence of channels on customer value creation for public sector banks (PSBs) of India. The questionnaire was administered for 692 respondents, data was collected from cities represent metros, class A, Tier I & Tier II cities of India. Results show that significant difference exist among perception drawn by various demographics for accomplishment of satisfaction and experience out of retail banking channels. Young and older bank customers differ significantly in their perception of satisfaction derived from retail banking channels, relational benefits and attractiveness of alternatives channels. The findings in this research highlight the need for managers to design different retail banking packages for each demographic customer group.
Keywords: Banking Industry; Customer Satisfaction; Retail Banking; Segmentation; Consumer Behavior; Demographic; Public Sector Banks.