Customers’ Expectations for Next Generation Internet Banking

Arumugam Seetharaman (), Saurabh Singhal (), Pankaj Galdhar (), John Rudolph Raj () and A. S. Saravanan ()
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Arumugam Seetharaman: S P Jain School of Global Management, 10, Hyderabad Road, Singapore 119579, Singapore
Saurabh Singhal: S P Jain School of Global Management, 10, Hyderabad Road, Singapore 119579, Singapore
Pankaj Galdhar: S P Jain School of Global Management, 10, Hyderabad Road, Singapore 119579, Singapore
John Rudolph Raj: Multimedia University, Jalan Multimedia, 63000 Cyberjaya, Selangor, Malaysia
A. S. Saravanan: Taylor’s University, Jalan Taylor’s, 47500 Subang Jaya, Selangor, Malaysia

Journal of Information & Knowledge Management (JIKM), 2016, vol. 15, issue 01, 1-28

Abstract: This paper posits six new factors that impact customers’ expectations for next generation internet banking. The factors are innovative interface, integration with social media, money management tools, instant customer service, enhanced convenience, and next generation security. The data was collected from 310 respondents, who currently use internet banking services from leading countries. The results suggest that three factors, namely, integration with social media, money management tools, and enhanced convenience, would significantly affect customers’ expectations for next generation internet banking. The results also suggest the role of innovative interface, next generation security, and instant customer support and service in influencing the customers’ expectations. The proposed model would be useful for banks and technology providers to not only understand bank customers’ expectations, but also to launch innovative marketing strategies to gain competitive advantage, and to craft a unique selling proposition to its customers.

Keywords: Internet banking; innovative interface; integration with social media; money management tools; instant customer service; enhanced convenience; internet security (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1142/S021964921650009X

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