Electronically mediated self-service technologies in the banking industry have impacted the way banks service consumers. Despite a large body of research on electronic banking channels, no study has been undertaken to empirically explore the fit between electronic banking channels and banking services. Therefore, we developed and validated a service-channel fit conceptualization and an associat...

The introduction of ICT and E-Business in the Banking Industry (hereinafter the BI) has had a significant impact on banks operating with physical branches. Value creation in e-business is one of the most important issues in deciding about e-business component investments. Banks have invested heavily to leverage the Internet and transform their traditional businesses into e-businesses in the las...

Cybercrime is a pervasive threat for today’s Internet-dependent society. While the real extent and economic impact is hard to quantify, scientists and officials agree that cybercrime is a huge and still growing problem. A substantial fraction of cybercrime’s overall costs to society can be traced to indirect opportunity costs, resulting from unused online services. This paper presents a theoret...

This study identifies factors responsible for customers’ attitudes and perceptions towards emerging internet banking sector. It also reveals the importance of the key variables relating to customers’ demographic and social inputs. A sample of 156 customers is personally surveyed using a structured questionnaire in various cities of Andhra Pradesh. The data are analyzed using descriptive analysi...

The technological revolution has spread over today's world, and it is clearly seen in banking, especially electronic banking. E-Banking has many dimensions, criteria, and components, and judging its progress based on dimensions leads to difficulty and bias. There is also a lack of comprehensive information references in the literature. Therefore, introducing a combinational index to accurately ...

Banks in low-income countries are launching e-banking services such as Internet banking, SMS banking, ATM banking, card banking, point of sales (PoS) and mobile banking. Among these planned services, ATM is the most matured service in many private and state owned banks in Ethiopia. ATM is a recent phenomenon in low-income countries (Olatokun & Igbinedion 2009; Alaba, 2011), and is still being i...

Available online 15 October 2011 This research examines and measures the outcomes of electronic customer relationship management (e-CRM) system implementation in the Thai banking industry from customers' perspectives. Because most e-CRM implementations cannot be directly seen or recognised by customers, a literature review and interviews with experts in the Thai banking industry were used to de...

This study proposes and empirically tests a research model regarding the use of electronic financial services based on the e-service acceptance model. The current study categorizes electronic financial services provided by banks into transaction-oriented services (TOS) and communication-oriented services (COS), in order to investigate the co-value creation phenomenon through customer participat...

This study empirically examines whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e-service design attributes. It focuses on a key operational e-service design attribute – web site quality – by investigating whether customers with different profiles (demographics, pattern of use of the service, and pattern of channel use) attach different ...

This paper attempts to develop a reliable and valid instrument of measuring Internet banking service quality in India, and also analyses the impact of Internet banking service quality dimensions on the Overall Internet Banking Service Quality and customer satisfaction. Given the exploratory nature of this research, extant literature survey, focus group discussion and expert interviews were used...