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Sindwani, Rajiv
- Acceptance of Technology Based Self Service Banking Among Mature Customers
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1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
2 Department of Management Studies, YMCA University of Science & Technology, Faridabad, Haryana, IN
1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
2 Department of Management Studies, YMCA University of Science & Technology, Faridabad, Haryana, IN
Source
PRIMA: Practices and Research in Marketing, Vol 5, No 1&2 (2014), Pagination: 17-20Abstract
Technology based self service banking (TBSSB) includes banking services that customers use independently without any interaction with the bank employees. Though banks have successfully launched TBSSB services (i.e. ATM Banking, Internet Banking, Tele Banking, Mobile Banking etc.), but their adoption among mature customers is still very low in India. In this study people above 50 years of age are considered mature. The purpose of this paper is to find the factors that affect the adoption or intention to adopt TBSSB by mature customers in India. For this purpose, various attributes affecting the adoption of TBSSB by mature customers have been explored. A survey has been used to collect primary data and 152 usable questionnaires were used for the purpose of analysis. Factor analysis procedure was employed to identify the underlying structure among the various explored attributes. This study will help bank managers in gaining insight of the critical attributes and factors affecting adoption of TBSSB, which in-turn will facilitate banks to redesign TBSSB services for mature customer as well as designing promotional activities to convince more and more mature customers to adopt TBSSB.Keywords
Technology Based Self Service Banking, Mature Customers, Adoption, Factor Analysis, India.
References
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- The Impact of Technology Based Self Service Banking Service Quality on Customer Loyalty
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Authors
Affiliations
1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
Source
International Journal of Marketing and Business Communication, Vol 4, No 3 (2015), Pagination: 13-22Abstract
The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalisation is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focussed upon for increasing customer loyalty.Keywords
Technology Based Self Service Banking, Exploratory Factor Analysis, Confirmatory Factor Analysis, Structural Equation Modelling, Customer Loyalty.References
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- The Effect of Demographic Characteristics on Mb-Loyalty:A Study of Mobile Banking Customers
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1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, IN
Source
International Journal of Applied Marketing and Management, Vol 2, No 1 (2017), Pagination: 9-17Abstract
Mb-loyalty may be considered as the behavioural intention to continue relationship with mobile banking service provider. The aim of the present paper is to empirically examine the influence of demographics characteristics (gender, age, highest completed education, occupation, and annual income) of mobile banking customers on loyalty towards mobile banking services. Data is collected from 312 mobile banking customers in Delhi and NCR region. Levene's test of homogeneity of variance, t-test, one-way analysis of variance (ANOVA), and post-hoc tests are performed on the collected data. The analysis results display the significant effect of age, education and income variables on mb-loyalty. This research is different from the others in a manner that rather than finding the effect of demographic characteristics on loyalty with the overall banking services, it focuses exclusively on the perception of mobile banking customers and finds the influence of their demographics on loyalty with mobile banking services. This research will give insights to bankers and academicians about the differences in customer loyalty that may arise by the diversity in demographic characteristics of mobile banking customers and recommends bankers to focus on demographic characteristics for creating value for customers, resulting in enhanced mb-loyalty.Keywords
Customer Loyalty, Mobile Banking, Demographic Characteristics, Levene’s Test, ANOVA, T-Test, Mb-Loyalty.References
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- Consumer Characteristics and Technology Based Self Service Banking Service Quality: Evidence from Delhi NCR Region
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1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, IN
1 Department of Management Studies, YMCA University of Science and Technology, Faridabad, IN
Source
PRIMA: Practices and Research in Marketing, Vol 9, No 1 (2018), Pagination: 39-49Abstract
Technology based self service banking (TBSSB) refers to automated banking services availed by the customers using an assortment of technology based banking channels like ATM banking, Mobile Banking, Internet banking and Interactive Voice Response (IVR) Phone banking without interacting with bank employees. The aim of this study to explore the characteristics of TBSSB customers and to understand the effect of their characteristics (Gender, Age, Education, Occupation, Income) on four TBSSB service quality dimensions (Convenience, Reliability & Security, Responsiveness, Personalization). Data is collected from 414 TBSSB customers who are above 18 years of age and use at least one mode of automated banking services. Data is analyzed with the help of Levene’s test of homogeneity of variance, t test, one-way analysis of variance (ANOVA) to assess the significant difference. The results show the significant influence of Age on Reliability & Security dimension, and Education on Personalization dimension. Post hoc analysis is also used for the detailed analysis. The research suggest bank management to give due importance to the characteristics of the automated banking customers at the time of service design and service provision to enhance customers’ perceptions of TBSSB service quality.Keywords
Automated Banking, Technology Based Self Service Banking (TBSSB), TBSSB Customer Characteristics, TBSSB Service Quality Dimensions, Levene’s Test, T Test, One-Way Analysis of Variance (ANOVA), Post Hoc Analysis.References
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