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One of the most significant implications of technological advances in the banking sector is the possibility of delivering banking services through electronic channels (e‐channels). E‐channels provide alternatives for faster delivery of banking services to a wider scope of customers. Nowadays, e‐channels have gained increasing popularity in delivering banking services. However, prior to the implementation of e‐channels, several factors and investment costs must be identified to ensure a more cost effective and efficient execution of e‐channel services. A survey is thus conducted to determine factors that are essential for the successful implementation of e‐channels by domestic commercial banks in Malaysia. Data were collected from primary sources and were analysed via frequency analysis and factor analysis. The results of the survey suggested that banks’ operation management is the main factor affecting the success of ATMs, PC and branch banking, while product innovation and knowledge development factors are found to have the most significant effect on the success of banking kiosks and phone banking respectively.

The objective of the paper is to identify the factors that encourage consumers to adopt internet banking services in Thailand and to use the study's findings to develop strategies for banks on how to maximize the rate of adoption.

Quantitative research with a sample size of 600 achieved by sending questionnaires to 15 people in each of 40 large companies in Bangkok. The study is based on the Decomposed Planned Behaviour.

The attitudinal factors that appear to encourage the adoption of internet banking in Thailand most are “Features of the web site” and “Perceived usefulness”, while the most significant impediment to adoption is a perceived behavioural control, namely “External environment”. The significant moderating factors are gender, educational level, income, internet experience and internet banking experience, but not age.

In this study, encouragement factors are those that are able to be controlled by banks, while impediment factors are those that are not able to be controlled.

It is essential for banks to facilitate encouragement and restrict impediment factors. In addition to the direct “push” from internet banks (in respect of the encouragement factors), indirect persuasion should be carried out as a “pull” mechanism (in respect of the impediment factors).

The study identified a number of specific strategies that Thai banks could follow to maximize the adoption of internet banking.

The purpose of this paper is to identify the critical success factors for sustainable growth of the Indian banking sector and develop a model for Indian banks by using interpretive structural modelling (ISM). It suggests some of the critical measures of sustainability for Indian banks.

This paper aims to establish a relationship among the factors of sustainable banking through the opinion of experts from the banking sector. ISM approach is applied to bring down the complexity of relationship among factors. ISM ranked the factors as per their ability to facilitate and dependence on other factors and helps to develop a comprehensive, systematic model based on the relationship amongst those factors. After developing the model, second reviews by the experts are conducted for their comments and thus, the final model comes into existence.

Legal and environmental compliance is determined as the key factor which is driving the other factors of sustainable banking. It will surely going to pose a challenge for business concerns for initiating various sustainable steps that will be a motivational factor for generating business opportunities and sustainable collaboration.

The study provides a comprehensive framework of sustainable banking which can be applied to various Indian banks. It helps to develop coherence between conventional and sustainable dimensions of banking.

The ISM is applied for the first time in case of sustainability in the banking sector to bring about a model for sustainable banking in India.

Internet banking has a very important place in the banking sector. The majority of banks located in Turkey offer many technological services. However, it is also seen that the use of internet banking does not reach the desired levels. The purpose of this study is to determine the factors affecting the internet banking preferences of the bank customers and the relationships between the demographic characteristics of bank customers and internet banking usage in Usak city of Turkey. Data from the questionnaires were analyzed using factor analysis, t-test and ANOVA analysis. As a result, seven factors were found to be effective in the use of internet banking. These are (1) “effect of social circle”; (2) “benefits of internet banking”; (3) “the usefulness of internet banking”; (4) “speed and time savings”; (5) “ease of use and cost”; (6) “the ability to use the internet and the advantages of internet banking”; and (7) “the suitability to life and work style.” In addition, it was determined that there is a significant relationship between the demographic characteristics of bank customers and internet banking usage.

The purpose of this paper is to provide new empirical evidence on the impact of credit risk on China banks' total factor productivity.

The paper employs the Malmquist Productivity Index (MPI) which allows for the examination of five different indices: total factor productivity change (TFPCH); technological change (TECHCH); efficiency change (EFFCH); pure technical efficiency change (PEFFCH); and scale efficiency change (SECH) indices.

The empirical findings indicate that the State Owned Commercial Banks (SOCB), Joint Stock Commercial Banks (JSCB), and City Commercial Banks (CCB) have exhibited lower TFPCH levels with the inclusion of risk factor. It was found that the JSCB and CCB have exhibited lower TFPCH due to TECHCH, while the SOCB have exhibited lower TFPCH due to EFFCH. The empirical findings suggest that the inclusion of credit risk factor has resulted in a higher JSCB EFFCH levels. On the other hand, the SOCB and CCB have exhibited a lower EFFCH levels due to SECH and PEFFCH, respectively.

The results clearly highlight the importance of credit risk and lending quality in determining the total factor productivity change of banks operating in the China banking sector. The author demonstrates that the inclusion of credit risk factor has resulted in a lower TFPCH level of all banks operating in the China banking sector. Thus, excluding the credit risk factor from the analysis on the China banking sector may potentially bias the result upwards.

In an environment of heavy government influence over the lending process, a large proportion of loans extended by Chinese banks over the years have gone bad. Policymakers should prevent the flow of new non‐performing loans by separating bad clients from banks that are being restructured and recapitalized in the reform of the banking sector.

By employing the Malmquist Productivity Index (MPI), the present paper contributes to the existing literature by examining, for the first time, the impact of credit risk on China banks' total factor productivity. To the best of the author's knowledge, this type of analysis is completely missing from the literature in regard to the China banking sector.

The purpose of this paper is to determine the factors that influence retail bank switching in the Ghanaian banking sector.

A detailed review of the extant literature and focus group discussions was used to identify 31 variables which were used to survey 419 customers of 18 retail banks in Ghana. Descriptive statistics and factor analysis were used to identify the main retail bank switching factors.

The result of the study indicates that service encounter failures, pricing failures, electronic banking failures, service recovery failures and core service failures accounted for retail bank customer's decision to switch banks in Ghana.

The focus of the study on Ghana limits the generaliseability of the findings. Moreover, the five factor structure identified in the study could be replicated in other countries, thereby setting the stage for cross-country studies on retail bank switching.

The study concludes that factors that account for retail bank switching in developed economies are not essentially different from the factors accounting for retail bank switching in Ghana. The study is thus significant especially to foreign banks entering the Ghanaian banking industry as it provides insight into how to satisfy and retain customers.

This paper aims to use a theoretical model based on the theory of reasoned actions to investigate the effects of attitude, religious motivation, awareness and service and pricing on the intention to use Islamic banking among the Muslim minority in Spain. It also aims to determine the profile of a potential Islamic banking customer among this minority.

The research focuses on a survey of Muslims living in Barcelona, Spain, who know of the existence of Islamic finance but do not have access to it. The research uses factor analysis and logit regression to analyse the data.

The results show that attitude, religious motivation and awareness are important factors affecting the intention to use Islamic banking. The study also shows that the potential Islamic banking customer in Spain is a Muslim (Spanish, Moroccan or Pakistani), male, and did not reach university degree in his education.

The sample has 154 participants living in Barcelona, with the rest of Spain being ignored, although results should apply to all Muslims in Spain. Also, this study does not consider attitude as a moderator.

The research shows the potential for Islamic banks in the Spanish market and the possibility of raising awareness about Islamic banking.

Islamic banking in Spain could help the Muslim minority to participate effectively in financial activities, thus leveraging their capacity to integrate into the community. The study also highlights the importance of empowering the women in this minority and could help society by encouraging off-banking money to flow into the financial sector.

The research is the first empirical attempt to test the factors affecting the intention among Muslims in Spain to deal with Islamic banking. The study also highlights the importance of Islamic finance for Muslim minorities as a method to support their religious identity.

The purpose of this paper is to examine the main factors that motivate customers to deal with Islamic banks particularly in a dual banking environment, like in the case of Malaysia. A discussion on factors relating to corporate social responsibility initiatives as part of potential customers' banking selection criteria is also included.

The paper presents primary data collected by self‐administered questionnaires involving a sample of 750 respondents from four different regions in Malaysia. The Islamic banking criteria ranking as perceived by the respondents are analysed using Friedman Test. To further explore the customers' understanding of the banking criteria, an exploratory factor analysis is employed.

This study reveals that the selection of Islamic banks appears to be predominantly a combination of Islamic and financial reputation and quality service offered by the bank. Other factors perceived to be important include good social responsibility practices, convenience and product price.

The empirical evidence of this paper affects two aspects; first, Islamic banks must offer quality services while maintaining its Islamic credential and reputation; second, Islamic banks should also embrace good customers services policies to reap its potential as a strategic tool to achieve competitive advantage, enhance reputation and secure customers allegiance. This research will be of interest to both incumbent and potential entrants into this niche market.

The paper reports findings from the first nationwide study carried out in the area of Islamic banking selection criteria.

The purpose of this paper is to identify and analyze influential factors of service-oriented architecture (SOA) adoption in e-banking and to provide a methodological framework that explains these factors. One of the main reasons why banks fail to achieve the benefits from SOA adoption is attributed to the lack of a framework that takes multiple perspectives of crucial factors into account. For this reason, the absence of such a methodological framework forms an important research problem that requires deeper investigation. In addressing this issue the paper proposes a framework that improves the decision-making process and helps banks raising SOA adoption benefits.

The paper is based on a critical review and analysis of the normative literature, the development of a conceptual framework for SOA adoption in e-banking and the examination of this through a case study in a real environment. Various data collection methods such as personal interview, archival records, documentation and observation are used. Empirical data are triangulated and then analyzed to draw empirical conclusions.

Several factors and classifications of factors related to SOA adoption are not similar among researchers and there is no completed study on analyzing the influential factors related to SOA adoption in e-banking. The findings provide new insights related to influential factors of SOA adoption in e-banking and extend the body of knowledge. The findings show that the proposed framework can improve the decision-making process and help banks to increase the SOA adoption benefits in an e-banking environment.

An earlier version of the paper was presented at the European, Mediterranean and Middle Eastern Conference on Information Systems 2012 and has been selected for publishing in the Journal of Enterprise Information Management. This paper adds a new dimension to existing SOA frameworks by investigating influential factors of SOA adoption in e-banking where limited research has been done, facilitates banks in making robust decisions for SOA adoption in e-banking and enriches the bibliography related to SOA adoption in e-banking.

The purpose of this paper is to provide an understanding of the banking needs of urban informal poor consumers in South Africa. These consumers find it difficult to obtain access to banking products.

A survey of consumers was undertaken in a large informal settlement outside Johannesburg. A qualitative exploratory pilot study was undertaken first to gain a better understanding of these consumers and to develop a research instrument. Second, a quantitative analysis was undertaken among 200 households.

Banking products used by the sample are discussed as well as all their patronage motives. It was established that the majority of consumers did have a bank account and there was a significant association between having an account and various demographics such as income level, employment status and level of education.

Each informal settlement may have unique characteristics and therefore it may be difficult to generalize the findings.

Banks will have to address the patronage factors of these consumers as they have very different needs when compared to middle and upper income customers. Specify strategies are recommended to bank management.

No study has been done on the banking needs of this segment of the market and very little is known about the urban informal poor in general. This paper gives insight into how banks can play their part in uplifting the poor in societies where they make up large segments of the population.