Service Channel Transformation in Retail Banking: A Malaysian Perspective - Tapa blanda

Munusamy, Jayaraman; Faridah, Siti; Sanmugam, A

 
9783844399608: Service Channel Transformation in Retail Banking: A Malaysian Perspective
Tapa blanda
ISBN 10: 3844399607 ISBN 13: 9783844399608
Editorial: LAP LAMBERT Academic Publishing, 2011

Sinopsis

The study is focused on the transformation of service channels in retail banking among consumers in Klang Valley. It investigated whether the consumer behavioural factors such as easier to operate,convenient to use, no hassle, reliability, safer to use and good connections varies between adopters and non-adopters of retail internet banking. The results indicated that there are significant differences between internet banking adopters and non-adopters in terms of easier to operate, convenient to use, no hassle, reliability, safer to use and good connections. Therefore, the results support the findings of the previous research works conducted in other cultures. The results suggest several implications for retail bankers in Malaysia to minimize the risk perception of the internet banking among the non-adopters of the internet banking through greater awareness and education process.The commercial banks in Malaysia can expect substantial cost savings from maintaining their large physical distribution systems by promoting retail internet banking services on a bigger scale.

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Reseña del editor

The study is focused on the transformation of service channels in retail banking among consumers in Klang Valley. It investigated whether the consumer behavioural factors such as easier to operate,convenient to use, no hassle, reliability, safer to use and good connections varies between adopters and non-adopters of retail internet banking. The results indicated that there are significant differences between internet banking adopters and non-adopters in terms of easier to operate, convenient to use, no hassle, reliability, safer to use and good connections. Therefore, the results support the findings of the previous research works conducted in other cultures. The results suggest several implications for retail bankers in Malaysia to minimize the risk perception of the internet banking among the non-adopters of the internet banking through greater awareness and education process.The commercial banks in Malaysia can expect substantial cost savings from maintaining their large physical distribution systems by promoting retail internet banking services on a bigger scale.

Biografía del autor

Dr. Jayaraman Munusamy is an Associate Professor with Limkokwing University in Malaysia. Previously, an Assistant Professor at University Tun Abdul Razak till 2008 , as a teacher in 1970’s, as a Marketing Manager in 1980’s, as an Industrial Marketing Manager for Ikeda in 1990’s and as a Six Sigma Manager with Johnson Controls in 2000's.

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Editorial
LAP LAMBERT Academic Publishing
Año de publicación
2011
Idioma
Inglés
ISBN 10 
3844399607
ISBN 13 
9783844399608
Encuadernación
Tapa blanda
Número de páginas
92
Contacto del fabricante
no disponible
Persona responsable
no disponible