On Some Misconceptions Concerning Digital Banking and Alternative Delivery Channels

Shaikh, Aijaz A.; Karjaluoto, Heikki

doi:10.4018/ijebr.2016070101

Cited by 36 publications

(22 citation statements)

References 49 publications

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“…Banks in India need to understand that making huge investments in technology is not enough unless most bank customers adopt it for banking transactions. As rightly argued by Shaikh and Karjaluoto ( 2016 ) that digital banking is much more than an innovative banking channel and a convincing marketing strategy. The term digitisation has brought a significant change in how banks understand and satisfy its customers’ needs.…”

Section: Introductionmentioning

confidence: 99%

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

et al. 2021

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The aim of this qualitative study is to analyse the role of in-branch efforts of banks on migrating customers from branch banking to digital banking in India. In-depth semi-structured interviews were conducted with bank executives representing senior management from public and private sector banks in India. Qualitative content analysis technique was used to analyse the data. Varieties of responses received during interviews were clubbed into four main themes based on data reduction, display, and conclusion-drawing processes. In-branch communication with customers, digital transformation of the branch, customer-centric initiatives, and redefined role of branch staff hold the potential to bridge the customers’ migration to digital banking. The paper suggests that the key identified factor in improving digital banking acceptance in India is the requirement of integrated cultural and organisational changes at the bank’s level to gain the customers’ confidence and trust in digital banking.

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Section: Introductionmentioning

confidence: 99%

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

et al. 2021

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“…With developments in mobile technology in regards to security features i.e. iris scans and fingerprint authentication, banking applications need to continuously innovate along the developments of mobile phones as the future is about mobile computing [15,22,51,84]. Additionally, the respondents stated the need for the availability of all information on their mobiles, as currently some of them had to login to their internet banking accounts or search elsewhere on the websites to access further information.…”

Section: Discussion 51 Strong Mobile Focusmentioning

confidence: 99%

“…student banking and design the adoption influencing factors, vis-à-vis service quality, information quality and system quality specific to the user. Currently, amongst the younger adults, from a systems quality and technology acceptance perspective it is only known that digital banking services should offer services which are compatible with infrastructure and devices, fulfils needs and averts any security risks to maintain adoption rates [55,83,84,94]. Hence, banks need to shift their focus towards user experience [9,10].…”

Section: Personalisation and Innovation In Digital Banking Services For Young Adultsmentioning

confidence: 99%

A Path of Roses and Financial Literacy: Exploring the Usability of UK's Digital Banking Services to Improve Younger Adult Adoption

Koya

Consultants

Jones

2021

2021 3rd Asia Pacific Information Technology Conference

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Digital retail banking is a prominent method for customers to interact with their banks. However, over the last decade the banking industry has experienced a slowing of digital retail banking adoption rates worldwide, especially in younger adults. Scholars attribute this adoption slowdown on the dissimilar growth of adoption rates and development maturity of digital retail banking applications, where the adoption rates have summited faster than development maturity. As UK banks are advancing their capabilities in digital banking, to the extent of replacing traditional branches with self-service kiosks, it becomes essential to design usable applications for customers. In retail banking, younger customers tend to continue banking as they age with the institution of their first business, hence it becomes essential for banking institutions to provide mature digital services to attract and retain the digital natives. A focussed survey and interviews conducted by the research team indicates that younger adults find the current user-interfaces impede cognitive and visual access to information and are not user-specific. Additionally, it was also found that their lack of financial knowledge and information deters them from using various features and products provided digitally by the banks. Therefore, it appears that inculcation of accessible financial information and user-specificities into the design of digital banking applications, in addition to offering giveaways could improve user adoption rates in young adults.

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“…The immediate reachability of the mobile phone has made it a commercially viable tool to carry out financial transactions [1]. Digitisation and automation of financial services resulting as proliferation of mobile telephony has been cited as one of the most significant developments during last two decades [2]. In early 2000, many enterprises expected their internet business to do well.…”

Section: Introductionmentioning

confidence: 99%

iPay.lk – A Digital Merchant Platform from Sri Lanka

Pathirana¹,

Dias²,

Samarasinghe³

et al. 2018

This Changes Everything – ICT and Climate Change: What Can We Do?

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Mobile device ownership has increased across the globe making it the highest adopted platform. With the rapid technology advancements on the smartphones, improvements on the telecommunication networks, falling handset prices and reducing connectivity costs has resulted in mobile devices becoming the primary instrument which our daily lives revolve around transforming how consumers search, evaluate and procure goods or services. Payments are rapidly moving towards mobile while the commerce been transitioning to mobile. The recent developments in information communication technology has played a pivotal role in facilitating the modern digital businesses by reducing time required to perform transactions between buyers and sellers thus creating different customer behaviours. This new digital business paradigm has also resulted in making physical barriers such as distance and time irrelevant. iPay will be able to solve this by performing complex analytics on individuals' payment patterns in order to assist financial institutions calculate a 'credit index'. This availability of credit would greatly assist the rural population in developing cottage industries, which would in-turn provide employment as well as earn foreign exchange.

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On Some Misconceptions Concerning Digital Banking and Alternative Delivery Channels

Cited by 36 publications

References 49 publications

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

A Path of Roses and Financial Literacy: Exploring the Usability of UK's Digital Banking Services to Improve Younger Adult Adoption

iPay.lk – A Digital Merchant Platform from Sri Lanka

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