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1 – 10 of over 80000Ilham Hassan Fathelrahman Mansour, Abuzar M.A. Eljelly and Abdelgardir M.A. Abdullah
This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet…
Abstract
Purpose
This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies.
Design/methodology/approach
The study used the “technology acceptance model” as a conceptual framework to investigate the factors that influence customers’ acceptance and intention to use bank technologies.
Findings
The study found that the customers’ attitude toward various bank technologies is not the same and is influenced by different factors. The results revealed that bank customers who are users of ATMs are influenced by its convenience, ease of use and service quality, whereas credibility was not seen as a significant driver. Mobile users were found to be influenced more by the benefits and ease of use and service quality, whereas internet customers were influenced by the benefits and ease of use and credibility of the systems. Under the three models, attitude emerged as a fully mediating factor for customers’ behavioral intentions.
Practical implications
The implications of this study are obvious for both regulators and bankers in Sudan for careful designing and implementation of their technology-based banking systems and focusing on the features of concern and desirable most by bank customers and necessary for secure and safe adoption of technology-based banking.
Originality/value
There are no studies to date that provide evidence of customer acceptance and the use of these services, the volume of bank business or profits derived from these services. This is especially important because security concerns are always associated and attached with technology-based services. The identification of technology acceptance factors is very important for bank regulators, bank marketers and banks’ customer base.
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Mohamed Osman Shereif Mahdi and Patrick Dawson
This article sets out to draw on new empirical research to illustrate how the process of technological change is shaped by a combination of contextual elements that relate to the…
Abstract
Purpose
This article sets out to draw on new empirical research to illustrate how the process of technological change is shaped by a combination of contextual elements that relate to the political and social history of Sudan. The developments in infrastructure, relationships with economically powerful industrialized countries, and the attitudes and perceptions of key decision makers are discussed
Design/methodology/approach
Primary data were collected from fieldwork conducted in Sudan for six months, and this was combined with secondary data that were collected from several conventional sources. The design adopted a dual methodological approach that comprised a combination of quantitative and qualitative techniques. This article draws mainly on the qualitative data set, although a summary is provided of some of the main results from the questionnaire survey.
Findings
The findings highlight the need for bank general managers and IT managers to collaborate in the establishment of IT strategies and in ensuring that there are sufficient staff and budgetary resources for successful implementation. There is also a need to develop comprehensive banking policies in Sudan in order to support the replacement of traditional manual methods of banking with more advanced computer‐based systems. Managing this process is not simply a technical issue, but a complex socio‐political challenge that requires management sensitivity to the context within which change is taking place.
Research limitations/implications
Fieldwork in Sudan was constrained by both time and limited financial resources, and further frustrated by a number of unanticipated access difficulties. Some of the survey findings may have been affected by missing data, and some of the interview data may have been affected by translation from Arabic into English. However, the multi‐strategy research employed in this study did prove effective in generating useful data.
Originality/value
In the case of developing countries, the data sets and literature available are in short supply, and as such the findings contribute to this limited knowledge base in presenting new empirical evidence and analysis. The study highlights the importance of three broad categories – social‐political context, business economic and technological environment, and the historical and cultural climate of Sudan and the banking industry – in shaping the uptake and introduction of new technology in the Sudanese banking industry.
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Mohamad Osmani, Ramzi El-Haddadeh, Nitham Hindi, Marijn Janssen and Vishanth Weerakkody
The purpose of this paper is to help in providing a better understanding of the application of blockchain technology in the context of the banking and finance sectors. The aim is…
Abstract
Purpose
The purpose of this paper is to help in providing a better understanding of the application of blockchain technology in the context of the banking and finance sectors. The aim is to outline blockchain's benefits, opportunities, costs, risks as well as challenges of the technology in the context of banking and finance services.
Design/methodology/approach
Careful examination of the extant literature, including utilising relevant academic-based research databases has been carried out. It covered reviewing various research contributions published in peer-reviewed journals, academic reports, as well as technical reports to help in identifying related benefits, opportunities, costs and risks.
Findings
The findings reveal that there are limited contributions in utilising blockchain in the banking and finance sectors when compared with other sectors. As such, the study highlighted the relevant perspective of benefits, opportunities, costs and risks within such sectors.
Practical implications
This study helps in offering a focal point to banking and financial sector managers and decision-makers for realising the value and offerings of blockchain technology as well as associated strategies and programmes.
Originality/value
This study highlights the need for a holistic understanding of the various aspects of cost, benefits, risk and opportunities to create blockchain applications that work for banking and finance sectors
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Given some similarities in the banking industry and economic condition across Vietnam, China and India, the purpose of this paper is to estimate and compare the cost and revenue…
Abstract
Purpose
Given some similarities in the banking industry and economic condition across Vietnam, China and India, the purpose of this paper is to estimate and compare the cost and revenue efficiency of banks across these three countries over the period 1995–2011.
Design/methodology/approach
This study employs the meta-frontier of Battese et al. (2004) and O’Donnell et al. (2008) which envelops the three country-frontiers to measure the cost and revenue efficiency of banks in these three countries.
Findings
This study finds that Chinese banks adopt the most advanced cost-reducing and revenue-increasing technology when providing banking products to their customers, followed by Indian banks. Indian banks are as cost-efficient as Chinese banks, but more cost-efficient than Vietnamese banks. Indian banks are as revenue-efficient as Vietnamese banks, but less revenue-efficient than Chinese banks. Over the analysis period, banks in the three countries have employed the more advanced technology in reducing costs, and they have become more cost-efficient. Nonetheless, for revenue side, the improvement in revenue efficiency and adopted technology are observed only in Chinese banks. The main source of meta-cost and meta-revenue inefficiency of these banking systems stems from undertaking inferior technology rather than managerial ability. Results from comparison across bank types show that state-owned banks (SOBs) are more cost and revenue-efficient than privately owned banks, with Indian and Chinese SOBs being the most cost- and revenue-efficient, respectively.
Practical implications
To improve meta-cost efficiency, Chinese and Indian banks would constitute a relevant benchmark for Vietnamese banks, while to improve meta-revenue efficiency, Chinese banks would be considered as a relevant benchmark for Vietnamese and Indian banks.
Originality/value
This is the first study which utilizes meta-frontier to compare cost and revenue efficiency and technology across banks in Vietnam, China and India.
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Nasrin Dastranj, Sepehr Ghazinoory and Amir Abbas Gholami
This research presents a technology roadmap for social banking in Iran. Technology roadmapping is a tool for decisionmakers to identify, assess and choose between different…
Abstract
Purpose
This research presents a technology roadmap for social banking in Iran. Technology roadmapping is a tool for decisionmakers to identify, assess and choose between different strategic options to achieve the best technological objectives and help companies and industries to better understand their market and technological choices. As social banking is in its infancy, it could embody different aspects. Therefore, to be successful in field of social banking, banks should define specific capabilities based on their capacities to create their own model. A social banking roadmap provides a comprehensive plan for banks to design products and services based on their capacities and create required programs for their implementation and improvement.
Design/methodology/approach
This paper outlines the steps for creating a technology roadmap to develop social banking services of one of Iran’s private banks. Different methods were used to implement each step mainly based on expert panels and carrying out polling and survey research among banking and IT experts.
Findings
Technology roadmaps pay special attention to the challenges and the level of capabilities (both technical and social) to develop technologies and services specially for developing countries. The level of capabilities and absorptive capacity will determine the direction of technology development. Hence, banks should design their business plan and roadmap based on their background and capabilities, state of market, their status and goals. Policymakers should help increase cooperation, financial transparency, information and payments security via appropriate legislations.
Research limitations/implications
The number of banks that have entered the social banking field is limited, and as a result, activities that have been carried out in this area in the country are limited too. Therefore, there was limited access to information as well as related studies. This research has tried to extract all the contents of the roadmap. Some sub-topics such as technologies have been dealt with to a lesser depth because of the complexity in identifying and assigning each of technologies to the service features. The technology roadmap experiences in the country are limited, and it was not possible to study the existing roadmaps with regard to their confidentiality. Developing a technology roadmap requires using expert panels and conducting multiple workshops with stakeholders from private sectors, universities and industries. In this research, because of low resources, the panels were confronted with limited continuous attendance as well as the accumulation of different stakeholders.
Practical implications
The research results provided strategies to inform, encourage and finance banks and other businesses to use social networks appropriately and effectively. These strategies can be categorized into the actions banks should take to expand social banking in the country and the actions policymakers should take into account in this regard. They are described as follows. Banks’ strategic actions include: provide training to staff on how employees should interact with customers on social networks encompassing general information and education about services, benefits and how to use social banking services for customers and society; motivate customer participation in social banking networks; convergence and integration of various offline and online channels; focus on core banking to expand competitiveness; pay attention to sustainable and green development in providing social banking services; analysis of the competitive environment in banking and other financial industries; designing a portfolio of social services for customers and allocation of budget and resources for development of social banking services and participation with other institutions and operators in providing financial and non-financial services. Policymakers’ actions include: adopt motivational policies for participation and use of social networks; education and awareness for different stakeholders; review and update the policies and rules of IT and social networks; establish appropriate laws to protect rights of employees and customers; invest in market and university studies on social banking and related services; develop policies for using in-house software and update rules and policies for small- and medium-sized enterprises.
Originality/value
Social banking is in its infancy in Iran and few banks deliver services of social banking in a limited scope. There is no technology roadmap for this purpose in Iran. This research presents a technology roadmap for social banking in Iran (and can be adopted for banks of other developing countries) and gives a comprehensive plan for banks to design products and services based on their capacities and create required programs to implement and improve them. The application of technology roadmapping in the field of social banking is new.
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Tingting Zhang, Can Lu and Murat Kizildag
This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption…
Abstract
Purpose
This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement.
Design/methodology/approach
An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking.
Findings
Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services.
Practical implications
A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology.
Originality/value
This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.
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Stuti Saxena and Tariq Ali Said Mansour Al-Tamimi
The purpose of this paper is to underline the significance of invoking Big Data and Internet of Things (IoT) technologies in Omani Banks. Opportunities and challenges are also…
Abstract
Purpose
The purpose of this paper is to underline the significance of invoking Big Data and Internet of Things (IoT) technologies in Omani Banks. Opportunities and challenges are also being discussed in the case study.
Design/methodology/approach
Four Omani banks representative of local, international, Islamic and specialized banks are being studied in terms of their social networking presence on Facebook and their e-banking facilities. Also, impetus is laid upon the aggregation of internal data and vast amounts of semi-structured external data from public sources, including social media.
Findings
The case study shows that Big Data analytics and IoT technologies may be utilized by the Omani banks for facilitating them in “forecasting” and “nowcasting”. Besides, customers may be better managed with better and efficient services. However, there are challenges in tapping these technologies such as security, infrastructure, regulatory norms, etc.
Practical implications
Banks in Oman need to appreciate the utility of Big Data and IoT technologies, and for this, a robust IT infrastructure should be institutionalized.
Originality/value
The case study is a major step in integrating Big Data and IoT technologies in Omani banks across four variants of national, international, Islamic and specialized banks. This is the first study where such integration has been emphasized in the Omani banking sector.
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Shirshendu Ganguli and Sanjit Kumar Roy
This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer…
Abstract
Purpose
This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty.
Design/methodology/approach
The generic service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors and customer satisfaction and customer loyalty are established through confirmatory factor analysis (CFA) using AMOS 16.0 s/w. The related hypotheses were tested using structural equation modeling using AMOS 16.0.
Findings
The paper identifies four generic service quality dimensions in the technology‐based banking services – customer service, technology security and information quality, technology convenience, and technology usage easiness and reliability. It was found that customer service and technology usage easiness and reliability have positive and significant impact on customer satisfaction and customer loyalty. It was also found that technology convenience and customer satisfaction have significant and positive impact on customer loyalty.
Practical implications
These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to technology‐based banking in the minds of its current customers. Examining the service quality dimensions' impact on customer satisfaction and customer loyalty for technology‐based banking can offer banks valuable insights regarding which aspects of the service to focus on in order to improve customer satisfaction and loyalty towards the firms.
Originality/value
This paper introduces the concept of generic service quality and its significance for customer satisfaction and loyalty in case of technology‐based banking wherein technology is used to deliver services.
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Mathew Joseph and George Stone
The instalment of customer friendly technology (such as menu driven automated teller machines, telephone and Internet banking services) as a means of delivering traditional banking…
Abstract
The instalment of customer friendly technology (such as menu driven automated teller machines, telephone and Internet banking services) as a means of delivering traditional banking services has become commonplace in recent years as a way of maintaining customer loyalty and increasing market share. Traditional brick and mortar banks are using technology to meet the competitive challenge posed by online banks, as well as a method of reducing the cost of providing services that were once delivered exclusively by bank personnel. The present research investigates some of the various roles technology plays in the US banking sector and how technology in general impacts the delivery of banking service. The authors developed a grid that might prove useful to bank managers when making decisions concerning the priority of implementation of service‐oriented technology. Key strategic implications are discussed to include ways banks can improve the level of technology‐based service they provide to their customers.
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Armida Salsiah Alisjahbana, Maman Setiawan, Nury Effendi, Teguh Santoso and Baruna Hadibrata
This study investigates the effect of digital technology adoption on labor demand in the Indonesian banking sector.
Abstract
Purpose
This study investigates the effect of digital technology adoption on labor demand in the Indonesian banking sector.
Design/methodology/approach
This research uses bank-level survey data obtained from the Indonesia Financial Service Authority (OJK) for the period 2010–2017 using semiannual data. This research applies a panel data method using a fixed effect model.
Findings
This study results show that technology adoption affects labor demand significantly in all Commercial Bank Based on Business Activities (BUKU) levels of banks. Technology adoption tends to be a substitute for labor in BUKU I, BUKU II and BUKU III banks in the support and business units. In addition, technology adoption complements labor only in the business unit in BUKU IV banks.
Research limitations/implications
This research uses a sample of only 40 banks at the regulatory levels of BUKU I, BUKU II, BUKU III and BUKU IV. These 40 banks account for more than 80% of the assets in the Indonesian banking sector.
Originality/value
Literature investigating the effect of the adoption of digital technology on labor demand in the banking sector is still rare in the Indonesian economy. Most of the previous research limited its area of study to the manufacturing industry. This research makes a vital contribution in measuring the adoption of digital technology and its effect on labor demand in the banking sector using the BUKU level classifications of banks.
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