Link between the Expectations of Retail Banking Customer and Electronic Banking Solutions
Asian banks arc continuing to introduce innovative electronic banking solutions to their customers as a means of increasing accessibility of banking services and service levels and also offering multiple financial benefits. However, the question is, can banks rely on the strategy of providing innovative electronic banking solutions to increase their customer base? This study was conducted to identify the level of acceptance of electronic banking solutions as a replacement to traditional branch banking. A survey was conducted and data was collected from a sample of 404 banking customers living in the Western province of Sri Lanka. Results of the study reveal that retail banking customers expect banks to provide high service levels through traditional branch-based banking in comparison to electronic services; i.e., banking customers do not feel that a bank branch could be replaced by electronic-based solutions per se.
Electronic Banking Retail Banking Customer Customer Expectation
L Vivekanandan VSD Jayasena
Department of Computing, Informatics Institute of Technology Colombo 6, Sri Lanka Dept of Computer Science & Engineering University of Moratuwa Moratuwa, Sri Lanka
国际会议
大连
英文
226-230
2011-07-10（万方平台首次上网日期，不代表论文的发表时间）