Changes in the banking sector – the case of Internet banking in  the UK

Jayawardhena, Chanaka; Foley, Paul

doi:10.1108/10662240010312048

Cited by 391 publications

(295 citation statements)

References 20 publications

(16 reference statements)

Supporting

Mentioning

273

Contrasting

Unclassified

Order By: Relevance

“…62 Malone et al 63 state that the Internet has not only brought cost savings to the companies, but has also enhanced communication with the consumers. Research highlights the benefi ts of online banking in terms of cost savings, customization, consumer satisfaction and effi cient marketing, 64,65 improved service 65,66 and perceived usefulness. 67,68 In an online setting, the consumer actively participates in the transactions 69 and acts as a co-producer in the service delivery.…”

Section: Online Banking Functional Attributesmentioning

confidence: 99%

Role of consumer personality in determining preference for online banking in India

Khare¹,

Khare²,

Singh³

2010

J Database Mark Cust Strategy Manag

View full text Add to dashboard Cite

Arpita Khareis currently Associate Professor in LDC Institute of Technical Studies, Allahabad, India. She has an MBA degree in Marketing and DPhil in International Management from the University of Allahabad. Her research interests span over consumer behaviour, retailing, services marketing and supply chain management. She has authored quite a few research papers in international and national journals. Anshuman Khareis a Professor in Operations Management at Athabasca University, Canada. He has published on a wide range of topics including JIT; Supply Chain Management; Sustainable Development related to public policies, regulations and strategic developments due to climate change regulations and initiatives; ecopreneurship; sustainable cities; and Impact of environmental / climate change regulations on technology, innovation and corporate strategy. Shveta Singh

show abstract

Section: Online Banking Functional Attributesmentioning

confidence: 99%

Role of consumer personality in determining preference for online banking in India

Khare¹,

Khare²,

Singh³

2010

J Database Mark Cust Strategy Manag

View full text Add to dashboard Cite

show abstract

“…According to Jayawardhena & Foley (2000), internet banking renders location and time irrelevant, and sanctions customers with greater control of their accounts. However, internet, as a powerful worldwide tool for e-commerce, could be, to a great extent, insincere without the real validity of security, privacy, and the strong role of legislators against identity theft fraud (Ahmad, 2008) and educational awareness.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The internet is getting hold of popularity as a delivery conduit in the banking sector and, at the same time, customer requests are shifting (Jayawardhena & Foley, 2000). The banks have to strengthen awareness programs to help customers to circumvent internet banking scams such as phishing, pharming, romance, and mobile scams such as smshing, sim-card swapping and vishing, that can lead to account usurping and other identity theft ways.…”

Section: Introduction mentioning

confidence: 99%

Financial consumer protection: internet banking fraud awareness by the banking sector

Dzomira¹

2016

Banks and Bank Systems

View full text Add to dashboard Cite

This paper examines internet banking fraud awareness by the banking sector in Southern Africa as financial consumers' protection. The study is grounded on routine activity theory and criminology theory. A qualitative content analysis research technique was used for examination of the text content data through the consistent nomenclature process of coding and classifying themes or patterns to proffer a meticulous considerate of internet banking fraud awareness in the banking sector. The findings suggest that internet fraud awareness to the general public through website is very low by many Southern Africa banks. Most of the banks disclose less than half of the identified internet banking fraud awareness to the general public on their websites. Although some banks have internet fraud information on internet banking applications, however, the authentic efficacy of this information is tentative. This proposes that most of the financial customers engage internet banking transactions without sufficient awareness on potential internet threats and attacks. There is, consequently, high likelihood of financial consumers being internet banking fraud victims.

show abstract

“…According to Jayawardhena and Foley (2000), customer expectations from electronic banking can be categorised under four different functions, namely, view-only functions to have bank balances in check, action/account control functions to provide customers with the broadest range of access and control over their accounts, applying for new banking services to be able to make applications for core banking services and open new accounts (savings accounts, loans, etc.) and integration reconciliation functions to manage their finances with software packages (Jayawardhena and Foley, 2000).…”

Section: Crm In Bankingmentioning

confidence: 99%

“…and integration reconciliation functions to manage their finances with software packages (Jayawardhena and Foley, 2000).…”

Section: Crm In Bankingmentioning

confidence: 99%

Customer relationship management activities in e-banking: the case of Iranian banks

Keramati

Farshid

Salehi‐Sangari

et al. 2009

IJECRM

View full text Add to dashboard Cite

Abstract:The aim of this research is to investigate customer relationship management (CRM) activities in e-banking among Iranian banks. These banks are already adopting CRM and approaching it differently, and achieving different rates of success in terms of customer satisfaction and CRM. A comparative approach of their attitudes toward CRM, therefore, will reveal important insights. Following similar approaches researchers have employed in Europe, Pakistan, Malaysia, the UK and Ireland, we investigated the touch points and services that connect banks to their customers. According to these researches in other countries, we have developed a theoretical framework to investigate CRM activities in public and private Iranian banks by interviewing with qualitative approach case study. The main components of our research framework are: communicational/collaborative CRM, operational CRM and analytical CRM. We also consider the relationship among the components. This research will reveal Iranian banks' positioning with regard to their view, concept and the benefits of CRM, with a cross-case comparison between Iranian banks' CRM activities and also some conclusions for practitioners.

show abstract

Changes in the banking sector – the case of Internet banking in the UK

Cited by 391 publications

References 20 publications

Role of consumer personality in determining preference for online banking in India

Role of consumer personality in determining preference for online banking in India

Financial consumer protection: internet banking fraud awareness by the banking sector

Customer relationship management activities in e-banking: the case of Iranian banks

Contact Info

Product

Resources

About