Banks have moved towards technology-based customer services such as mobile banking （m-banking）; as an alternative to traditional inter-personal services. However, M-banking still faces resistance that may hamper cus...Banks have moved towards technology-based customer services such as mobile banking （m-banking）; as an alternative to traditional inter-personal services. However, M-banking still faces resistance that may hamper customers＇ adoption in Egypt. Following a mixed method approach, this study involves two main phases. First, a quantitative Consumer survey is conducted in the form of 350 structured questionnaires to identify the main barriers towards m-banking. Then, decision makers in 5 different public and private banks are interviewed in order to find similarities and difference, and identify service providers＇ roles regarding these barricrs. Questionnaire data was statistically analysed using independent T-Test, Chi-squares, frequencies and cross tabulations, while interview data was interpretively analysed. Results enabled the researchers to identify the risk, usage, and tradition as the most m-banking barriers that discourage m-banking adoption in Egypt as seen by the two main players.展开更多
Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamen...Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%展开更多
文摘Banks have moved towards technology-based customer services such as mobile banking （m-banking）; as an alternative to traditional inter-personal services. However, M-banking still faces resistance that may hamper customers＇ adoption in Egypt. Following a mixed method approach, this study involves two main phases. First, a quantitative Consumer survey is conducted in the form of 350 structured questionnaires to identify the main barriers towards m-banking. Then, decision makers in 5 different public and private banks are interviewed in order to find similarities and difference, and identify service providers＇ roles regarding these barricrs. Questionnaire data was statistically analysed using independent T-Test, Chi-squares, frequencies and cross tabulations, while interview data was interpretively analysed. Results enabled the researchers to identify the risk, usage, and tradition as the most m-banking barriers that discourage m-banking adoption in Egypt as seen by the two main players.
文摘Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%
