Call for Paper - November 2022 Edition
IJCA solicits original research papers for the November 2022 Edition. Last date of manuscript submission is October 20, 2022. Read More

¬ATM, Internet Banking and Mobile Banking Services in a Digital Environment: The Egyptian Banking Industry

Print
PDF
International Journal of Computer Applications
© 2014 by IJCA Journal
Volume 90 - Number 8
Year of Publication: 2014
Authors:
Rasha Abd El. Aziz
Rehaballah El Badrawy
Miran Ismail Hussien
10.5120/15598-4408

Rasha Abd El. Aziz, Rehaballah El Badrawy and Miran Ismail Hussien. Article: ATM, Internet Banking and Mobile Banking Services in a Digital Environment: The Egyptian Banking Industry. International Journal of Computer Applications 90(8):45-52, March 2014. Full text available. BibTeX

@article{key:article,
	author = {Rasha Abd El. Aziz and Rehaballah El Badrawy and Miran Ismail Hussien},
	title = {Article: ATM, Internet Banking and Mobile Banking Services in a Digital Environment: The Egyptian Banking Industry},
	journal = {International Journal of Computer Applications},
	year = {2014},
	volume = {90},
	number = {8},
	pages = {45-52},
	month = {March},
	note = {Full text available}
}

Abstract

E-services are revolutionizing the way business is conducted in banking industry. Banks are trying to provide a variety of self-service channels such as Automated Teller Machines (ATM,) Internet banking and Mobile Banking (m-banking) in order to increase customer convenience, reduce costs and maintain profitability. This paper proposes a framework to explore and compare the dimensions and barriers that affect consumer's intention to use or adopt different self-service banking technologies in the Egyptian context. An empirical study on bank customers was conducted using a quantitative approach, where structured questionnaires were distributed over 1500 respondents that were divided into three groups in order to investigate the usage of ATM, Internet banking and m-banking. Data collected, was statistically analyzed using Chi square test, frequencies and cross tabulations. The results indicate that the three groups differ significantly with respect to usage, value, risk, tradition and image barriers. Moreover, significant relations between decisions of adoption with Internet banking experience, level of education, type of mobile owned and mobile Internet experience were also noted.

References

  • Bamoriya, Prerna, Bamoriya, Hemant Singh, Preeti (2013), 'Perceptual mapping of electronic banking channels in India: A Multidimensional Scaling approach' International Journal of Research Studies in Management
  • Al-Smadi, M. O. , & Al-Wabel, S. A. (2011). The impact of e-banking on the performance of Jordanian banks. Journal of Internet Banking and Commerce, 16(2), 1-10.
  • Abd El Aziz, R. , ATM Usage: A Stakeholder Analysis the Egyptian Context, LAP LAMBERT Academic Publishing, 2012.
  • "Egypt ICT Indicators Portal", n. d. , http://www. egyptictindicators. gov. eg/en/Pages/default33. aspx.
  • Hawkins, J. , & Mihaljek, D. (2001). The banking industry in the emerging market economies: competition, consolidation and systemic stability: an overview. BIS Papers, (4), 1-44.
  • Sahar Nasr, 'Access to Finance and Economic Growth in Egypt'. Middle East and North African Regio. http://siteresources. worldbank. org/INTEGYPT/Resources/Access_to_Finance. pdf (Last access December 2012).
  • Abd El Aziz, R (2009). 'An Empirical Study to Understand how ATM Decision Makers Perceive ATM Attributes: The Case of Egypt', IBIMA Proceedings, Kuala Lumpur.
  • Al-Jabri, I. M. , & Sohail, M. S. (2012). Mobile Banking Adoption: Application Of Diffusion Of Innovation Theory. Journal of Electronic Commerce Research, 13(4), 379-391.
  • Curran,J. M. ,&Meuter,M. L. (2005). Self-service technologyadoption:Comparingthreetechnologies. Journal of Services Marketing, 19(2), 103–113
  • Abd El Aziz, R. and Beeson, I. (2008), 'ATM Usage and Perception in Egypt from different perspectives', IBIMA Proceedings, Morocco.
  • Edey M & Gray B. The Evolving Structure of the Australian Financial System. Reserve Bank of Australia,(1996).
  • Gardener E, Howcroft B & Williams J. The new retail banking revolution. The Service Industries Journal,19(2), 83-100, (1999).
  • Chinofunga, P. T. , Charumbira, W. F. , Govere, W. D. , & Dzvuke, G. (2012). • AUTOMATED TELLER MACHINE RELIABILITY, PROBLEMS AND RISKS. International Journal of Mathematical Archive (IJMA) ISSN 2229-5046, 3(2).
  • Laukkanen, T. and P. Cruz, "Comparing Consumer Resistance to Mobile Banking in Finland and Portugal," in Filipe, J. and M. S. Obaidat (Ed), ICETE 2008, CCIS 48: 89-98, 2009.
  • Wessels, L. , & Drennan, J. (2010). An investigation of consumer acceptance of M-banking. International Journal of Bank Marketing, 28(7), 547-568.
  • Henderson J, McGoldrick E & McAdam R. A critical review of e-service in Northern Ireland Electricity,(2003).
  • Sunita Bishnoi (2013)" An Empirical Study of Customers' Perception Regarding Automated Teller Machine in Delphi and NCR" Integral Review- A Journal of Management. p-ISSN: 0974-8032, e- ISSN : 2278-6120, Vol. 6 No. 1, July 2013, pp. 47 – 60.
  • Janine Firpo, Cherine El Sayed, and Philippe Breul(2011)' IFC Mobile Money Scoping Country Report: Egypt'. International finance Corporation. World Bank Group.
  • Abd El Aziz, R and Fady, R. (2012), 'Developing Business Process Architecture using Business Process Modelling: The ATM system in HSBC Egypt', International Journal of Modeling and Optimization (IJMO), Vol. 2, No. 3. pp. 284 - 289.
  • Kumbhar M. Vijay (2011-12), "Determinants of Customer's Satisfaction in ATMServicesSetting: Empirical Evidences from India",Prajnan, Vol. XL,No. 2.
  • Sultan Singh, Ms. Komal (2009), Impact Of Atm On Customer Satisfaction (AComparative Study of SBI, ICICI & HDFC bank), Business Intelligence Journal -Vol. 2 No. 2
  • Gan, C and Clemes, M. (2006), A logit analysis of electronic banking in New Zealand. International Journal of Bank Marketing, 24 (6), 360-383.
  • Liao Z, Cheung, M. T. (2002), Internet-based e-banking and consumer attitudes: an empirical study, J. Inform. Manage. 39(4):283 –295.
  • Khan, A. R. and Karim, M. (2010), E-Banking and extended risks: How to deal with the challenge, Paper Presented to the Department of Finance and Banking, Rajshahi University, pp. 17.
  • Pikkarainen, T. , Pikkarainen, K. , Karjaluoto, H. , and Pahnila, S. (2004), 'Consumer acceptance of online banking:an extension of the technology acceptance model'. Internet Research, 14, (3).
  • Pearce JA, Robinson RB (2009). Strategic Management –Formulation, Implementation, and Control (11th ed. ), McGraw-Hill International Edition.
  • POPOOLA Naimat F. (2013)' The Effect of Trust in Adoption of Internet Banking: A case study of Nigeria'. International Journal of Economic and Business Management. Vol. 1(2), pp. 19-24,
  • El-Shazly, Alaa. Efficiency measures for banking groups in Egypt. Egyptian Center for Economic Studies, 2009.
  • Central Bank of Egypt" http://www. cbe. org. eg/Banks_Licensed_to_carry_out_E-Banking. htmlast access (January, 2012).
  • Egypt ICT Indicators (2013), http://www. egyptictindicators. gov. eg/en/Pages/default33. aspx [Access: June, 2013]
  • Metwally, E. , Hatem, T. , & Flood, R. (2012). 'Leadership Actions Facilitating Successful Implementation Of ATMs And Internet Banking In Egyptian Private Sector Banking. ' Journal of Information Technology Management, 23(1), 62. ?
  • Mobile Banking
  • YankeeGroup",n. d. ,http://yankeegroup. com/about_us/press_releases/2011-06-29. htmlLast access (December, 2011).
  • American Chamber of Commerce in Egypt (2013), http://www. amcham. org. eg/resources_publications/publications/business_monthly/issue. asp?sec=13&im=1&iy=2003 [Accessed: June, 2013].
  • Elbadrawy, R. & Aziz, R. A. , Hamza, M. , (2012), "Towards an Egyptian Mobile Banking Era" Journal of Computer Technology and Application, David Publishing, Vol. 3 (2012) pp. 765-773.
  • Elbadrawy, R. & Aziz, R. A. , (2012), "Mobile banking contexts and prospects in Egypt: A framework. " International Conference for Internet Technology and Secured Transactions, London, 2012. pp. 766–771.
  • El Badrawy, R (2013), 'Mobile Banking Acceptance and Usability in Egypt: User Interface, DBA Thesis, Arab Academy for Science and Technology, Alexandria, Egypt
  • Abd El Aziz, R. , Beeson, I. and El Ragal, A. (2007), 'An Empirical study to measure ATM usage in Egypt', IBIMA Proceedings, Dublin, Ireland, ISBN: 0-9753393-7-0
  • Microfinance Africa n. d. , (2011), http://microfinanceafrica. net/tag/central-bank-of-egypt/ [Accessed : June,2013].
  • "Daily News Egypt - Full Article", n. d. , (2011), http://www. dailystaregypt. com/article. aspx?ArticleID=15394. (Last access, August, 2011)
  • Beeson, I. and Abd El Aziz, R. (2007), 'A Conceptual Model for ATM Location and Usage in Egypt', International Conference on Computers and Industrial Engineering, Alexandria, Egypt, 20-23 October, CIE
  • Riahi, A. T. , Rahbargazi, M. , Mahmoodoghli, R. , & Abbaszadeh, A. (2012), INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS.
  • Kamel, S. & Hassan, A. (2003), 'Assessing the introduction of electronic banking in Egypt using the technology acceptance model', Journal of Cases on Information Technology, 12(3): 31–43.
  • Kamyalile Simuchimba, BA LIS (2011), 'Exploring Information Seeking Behaviour of Users of Self Service Banking Technologies in Zambia' Master Dissertation.
  • Fain D, Roberts ML (1997), Technology vs. Consumer behavior: The battle for the financial services customer. J. Direct Mark. , 11(1): 44 - 54.
  • Kuisma, T. , Laukkanen, T. & Hiltunen, M. (2007), Mapping the reasons for resistance to Internet banking: a means-end approach. International Journal of Information Management. Vol. 27. No. 2, 75-85.
  • Thornton, J. and White, L. (2001), "Customer orientations and usage of financial distribution channels", Journal of Services Marketing,15(3),168-85.
  • Gerrard, P. , Cunningham, J. B. & Devlin, J. F. (2006), 'Why consumers are not using internet banking: a qualitive study', Journal of Services Marketing, 20(3), 160.
  • Joseph, M. and Stone, G. (2003), "An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector", International journal of Retail and Distribution Management, Vol. 31 No. 4, pp. 190-202.
  • Howcroft, B. , Hamilton, R. and Hewer, P. (2002), "Consumer attitude and the usage and adoption of home-based banking in the United Kingdom", International Journal of Bank Marketing, 20(3), pp. 111-21.
  • Karjaluoto, H. , Mattila, M. and Pento, T. (2002), "Factors underlying attitude formation towards online banking in Finland", International Journal of Banking Marketing, 20 (6) pp. 261-72.
  • Laforet, S. and Li, X. (2005), "Consumers' attitudes towards online and mobile banking in China",International Journal of Bank Marketing, Vol. 23 No. 5, pp. 362-80.
  • Goode, M. , Moutinho, L. (1995), "The effects of free banking on overall satisfaction: the use of automated teller machines", International Journal of Bank Marketing, Vol. 13 No. 4, pp. 168-90 .
  • Cunningham, L. F. , Young, C. E. , & Gerlach, J. (2009), A comparison of consumer views of traditional service versus self-service technologies. Journal of Services Marketing, 23(1), 11-23.
  • Meuter, M. , Ostrom, A. , Roundtree, R and Bitner, M. (2000), Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters,Journal of Marketing, 64(July), pp. 50-64.
  • Davis,F. D. (1989), Perceived usefulness, perceived ease-of-use, and user accept-ance of information technology. MIS Quarterly, 13, pp. 318–341.
  • M. S. Y. Lee, P. F. McGoldrick, K. A. Keeling, and J. Doherty, "Using ZMET to explore barriers to the adoption of 3G mobile banking services", International Journal of Retail & Distribution Management, (31:6), 2003, pp. 340-348.
  • Pavlou, P. A. (2003), Consumer acceptance of electronic commerce: Integrated trust and risk with the Technology Acceptance Model. International Journal of Electronic Commerce, 7(3), pp. 101-134.
  • Wu, J. -H. and Wang, S. -C. (2005) "What drives mobile commerce? An empirical evaluation of the revised technology acceptance model", Information and Management, Vol. 42 No. 5, pp. 719-29.
  • Kleijnen, M. , Wetzels, M. , & Ruyter, K. (2004), Consumer acceptance of wireless finance. Journal of Financial Services Marketing, 8(3), pp. 205-217.
  • P. Luarn, and H. H. Lin, (2005), "Toward an understanding of the behavioral intention to use mobile banking", Computers in Human Behavior, (21:6), pp. 873-891.
  • Wang, C. , D. B. Enfield, S. K. Lee, and C. W. Landsea (2006), Influencesof the Atlantic Warm Pool on Western Hemisphere summer rainfall and Atlantic hurricanes,J. Clim. ,19, 3011–3028, doi:10. 1175/JCLI3770. 1.
  • Monsuwé, T. P. Y. , Dellaert, B. G. , & Ruyter, K. D. (2004), What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), pp. 102 - 121.
  • Karahanna, E. , Straub, D. W. , & Chervany, N. L. (1999), Information technol- ogy adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs. Management Information Systems Quarterly, 23(2), pp. 183–213.
  • Taylor, S. , & Todd, P. A. (1995), 'Assessing IT usage: The role of prior experience', Management Information Systems Quarterly, 19(4), pp. 561–570.
  • Hussien, M, I, and Abd El Aziz, R. (2013) "Investigating e-banking service quality in one of Egypt's banks: a stakeholder analysis", The TQM Journal, Vol. 25 Iss: 5, pp. 557 – 576.
  • Kolodinsky, J. M. , Hogarth, J. M. , and Hilgert, M. (2004), "The Adoption of Electronic Banking Technologies by US Consumers," The International Journal of Bank Marketing (22:4), March 2004, pp. 238- 259.