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The purpose of this paper is to study the influential factors in changing customers’ behaviors from online banking to mobile banking based on Tiller and Tad model.

A quantitative method was used. This study is a practical research work by using 400 people, among whom 384 participants were selected based on simple random sampling.

The results indicated that the perceived advantage of using mobile banking, the influence of peer groups, source facilitator conditions as well as technology had the highest correlation. Among the influential components on attitude, the highest level belongs to perceived advantage of using mobile bank. Among the effective factors on behavioral control, source facilitator conditions and technology facilitator conditions had the highest correlation.

It is suggested that the provided services be expanded via mobile banking and more customers be encouraged to use mobile banking services. For instance, the transaction of currency, stock, etc. via mobile banking is suggested. It is recommended that mobile banking software should be designed in a way that the process of mobile banking services is very easy for customers. Bank staff and employees should be trained to be active promoters of mobile banking services not only inside branch locations, but in other places and work environments as informers, messengers and models of using mobile banking.

It is recommended that bank managers should make use of the mass media such TV, billboard, radio, press, etc., in order to increase public awareness of mobile banking, and try to take effective steps in creating positive attitude in their customers on using mobile banking.

Mobile banking has evolved as a wireless communication interface for producing value by customers in banking transactions. Todays, one of the substantially remarkable modern techniques in providing banking services is the provision of financial and banking services by using smart phones (mobiles). Although the life of using smart phones for banking and financial operations is not too long, significant advancements have been observed in this area within a short time, which could highly promise the extensive development of this modern electronic banking technique in future.

During the last decade, information technology has had tremendous impacts on banking industry through guiding and introducing new financial products with a specific delivering to its customers, enabling the banks to be able to provide distinguished products and special services to their customers safely and reliably. It is more than 200 years since banks have served their customers through their branch systems. However, with the emergence of various types of technology, the nature of providing financial services has greatly changed, with the increasing growth in electronic commerce.

Notes how banks have changed radically in recent years, from being providers of simple banking services, to vast groups selling a range of services from banking, insurance, loans, mortgages, business advice, asset finance and fleet services. Banks hold an extensive amount of data on their customers but struggle to share and use it effectively. Information about customers is the key to increasing sales and instituting profitable relationships, so banks need to organise these data, to easily differentiate their key customers and prospects and to grow relationships by offering relevant services and proactively developing relationships. By adapting internal process and culture to a customer‐centric one, that is shared across the group, banks can vastly improve the way they manage customer relationships and the returns from one of their greatest assets.

The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE.

This study uses a sample of 225 customers of Islamic banks; 75 responses have been taken from each country. Structured questionnaire technique has been used to collect data.

The paper's findings reveal that Pakistani and UK Islamic banking customers consider assurance, reliability and empathy as significant factors for customer satisfaction, whereas UAE customers consider assurance and tangible as significant dimensions of satisfaction.

The study's limitation relates to the sample size of the respondents.

This study is significantly important for the academic point of view, as well as for the practitioners, managers and policy makers to find out the pattern of customer satisfaction in terms of service quality for Islamic banks.

The current study is of particular value because it is a comparative study of customer satisfaction and service quality dimensions (CARTER model) of Islamic banks in Pakistan, UK, and UAE.

Customer feedback capabilities and mechanisms were identified and evaluated in30 bank and credit union sites in Las Vegas, Nevada, USA. Additionally, 82 US Internet bank sites were identified and evaluated withrespect to their customer feedback capabilities. Comparisons were made between the brick/mortar and Internet banks and their respective feedback mechanisms. While this study identified a number of value‐enhancing customer feedback characteristics employed in banks, many of these financial institutions were found to be lacking even the most basic methods of feedback collection. Suggestions for improvement and areas for future research were included in the study.

Intense competition in banking has forced retail banks to take greater interest in customer‐oriented approaches. Because of the increased interest in consumer banking and consumer responses to banking activity, bankers need better ways to evaluate their performance in the consumer banking area. The relationship between the marketing orientation of a bank and consumer satisfaction with its retail operations is examined, using a questionnaire sent to the marketing manager/general manager of each full licence bank in Singapore. Efficiency and courtesy are the most important attributes to customer satisfaction, followed by location convenience. By identifying the order of importance of attributes managers can concentrate their promotional and operational efforts on the more important attributes to achieve higher levels of customer satisfaction.

Considers the dehumanization and weak service performance in the banking industry as it seeks to increase its efficiency. Argues that since customers are demanding more humanized banking, banks must narrow this gap between supply and demand by evaluating their marketing deficiencies and becoming more proactive. Considers a model for developing a bank′s effectiveness and improving customer satisfaction, thus developing a competitive edge.

Ethics have always played a crucial role in the realm of business and commerce. This paper aims to extract the principle factors of ethical practices to develop a model for competitive advantage in banking and to show the relation between ethical practice and customer satisfaction and the linked reason for satisfaction as a tool for competitive advantage.

Based on the literature review, ethical issues in banking have been identified as a foundation work. Then an empirical study using survey research has been completed. The survey questionnaire has been designed using the literature and pilot survey input. Factor analysis has been conducted to derive ethical factors for competitive advantage from the survey data, which included 186 responses. χ² tests were also carried out to show the linked relationship between ethical practice, customer satisfaction and reason for satisfaction.

From the analysis, two principle factors have been extracted: the cost leveraging factor; and the value leveraging factor which lead to competitive advantage. More over, it also revealed that high ethical practice results in high customer satisfaction and performance.

This study develops a guideline of competitive advantage for bank management through ethical practice.

The paper extracts how ethical factors create competitive advantage in banking and the linked reason of ethical practice and performance of banks which has not often received much focus from previous studies.

The key to successful performance in the market for corporate accounts lies in the management of customer relationships. Key existing and potential customers must be identified, and the development of long‐term relationships with these targeted accounts requires important research, planning and operating decisions and associated long‐term investment. A growing recognition of the importance of the corporate treasurer, and the factors that determine a company's financial responsiveness are explored, together with the concept of relationship banking, with its long‐term goals looking to banking advantages over a lengthy time span.

Bank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate significantly higher than banks on 11 of the 14 service quality questions: access; courtesy; communication; credibility; security; empathy; tangibles; basic service; fairness; fixing mistakes; and guarantees. The findings also indicate that neither banks nor credit unions do a good job of surveying customer needs or retaining customers. Other results indicate that 50 percent of total respondents surveyed reported that they had stopped using a financial service provider because of poor service performance. The vast majority of that group reported that their decision was made because a bank failed to provide adequate service.

The purpose of this paper is to investigate bank customers' attitudes toward various bank services.

The design includes a survey, which looked into determinants of customer satisfaction in the retail‐banking sector in the Middle East, with particular attention to the State of Kuwait. A total of 605 usable questionnaires were randomly distributed to retail customers at various banks within the country.

Using descriptive statistics methods and ANOVA test, the findings of this paper suggest that in general customers in Kuwait (Kuwaiti and non‐Kuwaiti customers) are satisfied with services provided by the retail‐banking sector.

The research does not include samples of customers represented among all the bank branches in Kuwait due to cost and time limitations.

The paper has implications for management in the banking sector in the State of Kuwait.

The paper presents original research for determining customer satisfaction of bank services in Kuwait. The results can be of much value to bank managers using these data to retain customer satisfaction and maintain their competitive advantage.