The effectiveness of e-banking environment in customer life service an empircal study (Poland)

• Autorzy: Khrais L. T.

Warianty tytułu

PL

Efektywność e-bankowości w obsłudze klienta

• Języki publikacji: EN

Abstrakty

EN

Advanced technology allows the banks to enhance its operations with cost cutting effectively and efficiently in order to handle daily banking affairs via online banking channel. Customers are being facilitated by reducing their visits in banks and doing their transactions via internet or ATM machines instead of personally visiting the branches. The purpose of this study is attempts to investigate the effective factors of facilitate using e-banking services for customers. This study is approached by using survey method to examine the relationship between independent and dependent variables. Data were collected through questionnaires which were attached by a letter explaining the purpose of study and assuring respondents of the confidentiality of their answers, those participants were online banking users in Poland. Statistical tools were used to test hypotheses and achieve the objectives, thus the research is descriptive and as a result quantitative methods have been used. The findings indicate that the entire hypotheses are supported positively the effectiveness of e-banking environment in customer service, and provide valuable information for banking industry, hopefully.

PL

Zaawansowana technologia umożliwia bankom prowadzenie operacji, w celu zwiększenia swoich operacji, cięcia kosztów i skutecznej obsługi codziennych spraw bankowych, poprzez kanał bankowości internetowej. Klienci są zadowolenie gdyż liczba ich wizyt w banku została zmniejszona, a swoje operacje przeprowadzają za pośrednictwem internetu lub maszyn ATM, zamiast osobiście odwiedzać oddziały. Celem niniejszego artykułu jest próba zbadania czynników ułatwiających skuteczne korzystanie z usług bankowości elektronicznej dla klientów. Badanie zostało przeprowadzone przy wykorzystaniu metody ankiety, służącej do badania relacji między zmiennych niezależnych i zależnych. Dane zebrano za pomocą ankiet, które zostały dostarczone wraz z pismem wyjaśniającym cel badania, i zapewnienie respondentów o poufności ich wypowiedzi, uczestnikami badania byli użytkownicy bankowości online w Polsce. Do zbadania hipotezy i osiągnięcia celu wykorzystane zostały narzędzia statystyczne, dlatego też badanie jest opisowe, a w rezultacie wykorzystano metody ilościowe. Wyniki badań wskazują, że postawione hipotezy są prawdziwe i przedstawiają efektywność bankowości w obsłudze klienta, dostarczają także cennych informacji dla samego sektora bankowego.

Słowa kluczowe

EN

e-banking; online banking; service quality; security quality

PL

e-bankowość; bankowość internetowa; jakość obsługi; jakość zabezpieczeń

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2013
• Tom: Vol. 8
• Strony: 110--120
• Opis fizyczny: Bibliogr. 30 poz., rys., tab.

Twórcy

autor

Khrais L. T.

• Department of Business Administration, Salman Bin Abdulaziz University, Saudi Arabia

Bibliografia

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