Customer Perspectives on E-business Value

Customer Perspectives on E-business Value - JIBC April 2010...

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JIBC April 2010, Vol. 15, No.1 - 1 - Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/ ) Journal of Internet Banking and Commerce, April 2010, vol. 15, no.1 ( http://www.arraydev.com/commerce/jibc/ ) Customer Perspectives on E-business Value: Case Study on Internet Banking Rahmath Safeena Research Fellow, National Institute of Industrial Engineering, Mumbai, India Postal Address: Vihar Lake, Mumbai - 400 087, India Organizational Website: Email: www.nitie.edu [email protected] Research Fellow, National Institute of Industrial Engineering, Mumbai, India. Her areas of interest are E-Business, e-commerce, e-service, e-governance, internet banking. Abdullah Research Fellow, National Institute of Industrial Engineering, Mumbai, India Postal Address: Vihar Lake, Mumbai - 400 087, India Author's Personal/Organizational Email: Research Fellow, National Institute of Industrial Engineering, Mumbai, India. His areas of interest are E-Business, e-service, Knowledge management, public sector. [email protected] Hema Date Associate Professor, National Institute of Industrial Engineering, Mumbai, India Postal Address: Vihar Lake, Mumbai - 400 087, India Email: Associate Professor, National Institute of Industrial Engineering, Mumbai, India. Her areas of interest are E-Business, e-service, Knowledge management, business process management, CRM etc. [email protected] Abstract Information technology is considered as the key driver for the changes taking place around the world. Internet banking (IB) is the latest and most innovative service offered
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JIBC April 2010, Vol. 15, No.1 - 2 - by the banks. The transformation from the traditional banking to e-banking has been a 'leap' change. The evolution of e-banking started from the use of Automatic Teller Machines (ATMs) and telephone banking (tele-banking), direct bill payment, electronic fund transfer and the revolutionary online banking. This study determines the consumer’s perspective on internet banking adoption. Keywords: internet banking; information and communication technology (ICT); perceived usefulness, ease of use, risk, awareness © Safeena, Abdullah and Hema, 2009 INTRODUCTION The proliferation of, and rapid advances in, technology-based systems, especially those related to the internet, are leading to fundamental changes in how companies interact with customers (Ibrahim et al, 2006; Bauer et al., 2005; Parasuraman and Zinkhan, 2002). Internet banking has become the self-service delivery channel that allows banks to provide information and offer services to their customers with more convenience via the web services technology. The new world of electronic banking is changing day by day. It is important to understand the customer’s perception on internet banking. Today, many financial services organizations are rushing to become more customer focused. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) software (Peppard, 2000). Many companies in the financial
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Customer Perspectives on E-business Value - JIBC April 2010...

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