literature review on internet banking pdf

E-banking Overview: Concepts, Challenges and Solutions

• Published: 28 November 2020
• Volume 117 , pages 1059–1078, ( 2021 )

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• Belbergui Chaimaa 1 ,
• Elkamoun Najib 1 &
• Hilal Rachid 1  

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The expansion of information technology has led to a new form of banking. Traditional banking, based on the physical presence of the customer, is only a part of banking activities. In the last few years, electronic banking has emerged, adopting a new distribution channels like Internet and mobile services. The main goal was to allow businesses to improve the quality of service delivery and reduce transaction cost, and anytime and anywhere service demand for customers. However, it increased the vulnerability to fraudulent activities like spamming, phishing and credit card frauds. Then, the main challenge that opposes electronic banking is ensuring banking security. In this context, this paper aims to provide an overview of the electronic banking service highlighting various aspects, investigating various challenges and risks, and discussing some proposed solutions.

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Belbergui Chaimaa, Elkamoun Najib & Hilal Rachid

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Chaimaa, B., Najib, E. & Rachid, H. E-banking Overview: Concepts, Challenges and Solutions. Wireless Pers Commun 117 , 1059–1078 (2021). https://doi.org/10.1007/s11277-020-07911-0

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Accepted : 29 October 2020

Published : 28 November 2020

Issue Date : March 2021

DOI : https://doi.org/10.1007/s11277-020-07911-0

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LITERATURE REVIEW ON E-BANKING SERVICES

2014, res publication

Banks adopt E-banking as a means to replace their traditional delivery channel through branch banking mainly due to the cost of setting up of physical branches and increased overheads associate with maintaining them. While adopting any new channel of service delivery, service is one of the primary benefit which a customer expects from the service provider. The consumers compares the benefits and weigh them against the costs associated with the service. E-Banking services are gradually replacing the traditional banking services. In order to gain competitive advantage over the competing banks, the banks are continuously improving their services through e-banking services. This paper has examined reviews collected in the area of e-banking services which includes Internet Banking, ATM banking, Mobile banking etc.

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Internet Banking becomes user friendly in today generation. Customer feels internet banking is safe and secure. Many application like online fund transfer, Payment of Income tax, mobile phone recharges, paying electricity bills, paying Dth recharge more. Customer doesn't have to go to the bank for transactions. Instead, customer can access your account any time and from any part of the world, and do so when you have the time, and not when the bank is open. For busy executives, students, and homemakers, e-banking is a virtual blessing. The research was conducted in Thiruvannamalai, Tamil Nadu. The research was based on consumer interested and perception about usage of electronic banking system and transaction.

In Today's scenario role of e-banking is very valuable. Without e-banking no banks can work. In this study we analyse, how much e-banking used in Public and Private sectors bank? (in reference to SBI and HDFC bank) Objective of the study is to find the consumer satisfaction in respect of e-banking and the perception of employees for using e-banking in Public and Private sectors banks. The method of the study is Primary and Secondary both. Study showed perception of customer regarding service quality and satisfaction of employee in internet banking services. As well as this study analyze the working style as a comparison between Public and Private sectors banks in respect of SBI and HDFC bank.

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Today traditional banking services, based on lending and accepting deposits related. The emergence of knowledge-based economy and the wider evolution of communication technology, banking services have undergone profound changes during the past decades. In order to provide the quality, customer service delivery and minimum transaction cost, banks have invested to a great extent in ICT and have adopted ICT networks for delivering a wide range of banking technologies and e-banking services in recent year. In this context, this study revealed that income, gender and age wise factors are placing an important role towards the usage of o electronic banking. The research confirmed the conceptual framework stating that if skills can be upgrade there will be a greater demand for E-Banking among customers.

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Electronic banking (e-banking) is a tool whose appropriate, accurate and timely utilization can lead to a successful performance in a competitive world. In other words, expanding e-banking should be considered for realizing customer orientation and customer satisfaction. However, when different types of e-banking services are provided but their quality is not acceptable, not only the customers would not be satisfied but they would be complaining about them. Considering the fact that all the organizations are seeking to attract new customers and improve their satisfaction, this issue is a critical one particularly in banks since they have a constant contact with the customers. On the other hand, the competition among banks and loan institutions as well as other financial supplies is increasing. Hence, realizing a competitive advantage seems essential for the survival of the banks. Modern banking services, which are closely related to information and communication technology, are among the most important factors in realizing competitive advantage for the banks and attracting new customers and increasing their satisfaction. In this study, using the field research method, we investigate the relationship between the usage of electronic services and satisfaction as well as attracting new customers in different branches of Eqtesade Novin Bank in Urmia. 1. INTRODUCTION With the increasing spread of information technology (IT), all the aspects of human life have fundamentally changed so that the modern world is in the course of a complete alteration. It can be said that the current industrial world have to embrace this change and being constant will cause interference in social, political and economic relationships of the individuals in a community or even in the international relations arena. Developing or lack thereof information technology in some societies has caused interference with the relations or the increase of relations among some countries. Modern communication technologies have conquered time and space dimensions and have changed the modern world into a global village so that it seems the modern human being has entered another world. During the two last decades of the twentieth century, three important innovations; namely fax, cellphone and the internet, have shown that how the expansion of communication can change the service industry and the daily life routines of people. Advancement in information and communication technologies (ICT) has both improved the supply of services and decreased the service costs. The impact of information and communication technology (ICT) in the field of trade and commerce has led to structural alterations in global trade as well as the emergence of a phenomenon called e-commerce, a process in which all the products will be exchanged through communicative or computerized connection networks or both of them. For instance, the internet, as a new channel for economic exchange, has provided the organizations with new resources for income generation and different opportunities and the volume of exchanges through internet is increasing on a daily basis and the companies avoiding this technology will soon be vanished from the face of the market arena. With the development of electronic systems, geographical distance has lost its meaning, which has led to an increasing competition among different companies and institutions including the banks. In order to reach the potential opportunities of the market and to overcome the different barriers and threats present in the complex business environment, the banks should possess competitive advantage. The electronic banking system is a context for reaching this competitive advantage. Nowadays, many banks in the global arena provide electronic services and an increasing majority of the customers tend to do their banking activities through electronic systems and without actually going to the bank branches. Using electronic banking services, the customers of the banks would be able to do their banking activities when and where they please and the banks will also enjoy lower operational costs due to the decrease in the number of staff and branches.

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