e-banking

The present research purpose has been dynamic modeling of customer relationship management in e-banking in Sepeh Bank and merged banks, and the conceptual framework identified in the case study was used. The statistical population is the experts in Sepah Bank's customer affairs, and a sample of 14 people has been selected through theoretical sampling method utilizing purposeful techniques. To measure the relationship between dimensions and indicators, fuzzy cognitive map was used in the form of pairwise comparison matrix questionnaire, and the reliability and validity of the questionnaires were confirmed by the test-retest method and the content validity with Lawshe method. For simulation in a certain period of time and measuring the validity of the model, Bidirectional Associative Memory(BAM) Neural Networks have been used in the FCM Expert software. The research findings show that "Customer Relationship Development" is the most central and influential and "Customer Retention" is the most affected dimension, and the mutual influence between "Customer Identification" and "Customer Relationship Development" is significant. Also, the "Customer Attraction" has the greatest impact on the "Customer Retention & Customer Relationship Development" and the "Customer Reach and Acquisition" has the greatest impact on the "Customer Attraction & Customer Retention". Based on these results, it is recommended that Sepah Bank managers pay special attention to customer attraction through branding and the implementation of advertising campaigns at contact points, and despite the low impact of the "Customer Relationship Review", its significant impact on the most central dimension, i.e. "Customer Relationship Development" should not be neglected.

Customer relationship management provides the basis for customer optimal communication, customer loyalty and customer retention. This requires the design of customer-based strategies, the proper implementation and applying of technology, employee empowerment and increasing the level of customers knowledge. Given the advances in e-banking and the reduction of face-to-face contact points, the use of business intelligence tools to effectively use large volumes of customer information also seems necessary. The purpose of present study is to provide a conceptual framework for customer relationship management in electronic banking using business intelligence tools in Sepah Bank and merged banks. For this purpose, a qualitative research has been conducted and first, by reviewing the studies, the initial framework has been identified and then, Theme Analysis has been used for its development in electronic banking. The research population is 7 experts of case study. Semi-structured interviews were used to collect data and credibility and confirmability were used to assess the validity of the results. After analyzing the data, the customer relationship management framework in e-banking is classified into 6 dimensions, 16 components and 35 indicators. The main dimensions of which are Customer reach and acquisition, Customer identification, Customer attraction, Customer relationship development, Customer retention and customer relationship review.

It is now the time of moving away from traditional methods of business to technology-oriented and value-creating models. The aim of this study is to identify the affecting and affected factors by designing a new business model for banking industry, with antecedents and consequences that come out from literature, meta-synthesis, and Delphi technique by using judgments and snow bullets sampling method from the views of 17 university teachers and 17 managers of a private bank in Iran, and two-step Delphi technique was used to reach the consensus of experts. Further, to analyze data, we employed SPSS software and used W-Kendall tests. Also, we used Friedman test to ranking dimensions and indicators. Results show that according to the experts about antecedents, the structure of financial institutions is the most important factor, and then customers segmentation, financial technology developers and business environment are in the next steps. About the dimensions of E-banking model, the proposed services is the most important factor, and then customer relationship management, Infrastructure management and financial management are in the next steps. About the consequences, the business environment is the most important factors and then organizational performance and virtual banking are in the next steps.

E-Banking is a new type of banking service where banking services are provided using -environments. This kind of banking activity has spread throughout the world since 1991. Customers are migrating from traditional banking to modern banking with the increase of e-banking services and the provision of various tools for banking transactions. Accordingly, it is important to examine the progress of banks in these tools and the level of customer satisfaction. This study first analyzes the extent of customer satisfaction with these tools by examining customer transactions in Branch, ATM, Internet Bank and Mobile Bank Which has conducted this survey for a hundred thousand customers. After an initial analysis of the use of tools, Customers were clustered using k-Mean Method and Imperialist Competitive Algorithm with MATLAB software and grouped into seven clusters. Then the characteristics of each cluster are examined and strategies for each cluster are presented. In the final stage, we analyzed the strategies proposed by the Shapely value-based game theory approach and the most important strategies proposed.

This study attempts to investigate the influence of satisfaction and usability of the website on productivity and positive oral statements of e-bank customers. The data were gathered from the survey of 384 customers using e-commerce database, and for evaluating the effect of satisfaction and usability of the website on productivity and positive oral statements, hierarchical multivariable regression analysis (HMRA) was used through Lisrel software. The results of the study showed that the use of website has a direct impact on customer satisfaction in electronic banking business. Also customer satisfaction leads to productivity, and productivity results in positive oral statements made in e-banking business. Finally, customer satisfaction has a direct impact on positive oral statements and e-banking business productivity.

The aim of this study was to identify the indicators of competitive ability in an electronic banking system. To conduct the research, a qualitative method and semi-structured interviews were used. The data were collected from forty electronic banking experts and managers in the Iranian banking system. Then, the collected data were analyzed with open coding and axial coding methods. The results of the analysis were used to identify the primary indicators of competitive ability in the electronic banking system. In the next step of this research, Delphi technique was used to consult electronic banking experts about the primary indicators derived from the semi-structured interviews and the theoretical literature. In the final stage, seven indicators were confirmed. They include quality of services, improvement of service channels, service innovation, use of new technologies, advertisement, customer-orientedness, and bank reputation.

Providing electronic banking (E-banking) services is of a noteworthy role in continuing the competition in the market. Increasing expectations of customers for ideal services in the field of E-banking and the presence of rival trades show the importance of this issue. Satisfying electronic customers requires identifying and analyzing of the factors that largely determine the loyalty of customers. Hence, the current study examines the individual and organizational factors that affect electronic loyalty (E-loyalty) with the role of electronic satisfaction (E-satisfaction) mediation. To this end, based on the already performed studies and considering the banking conditions in Iran, a model was designed to specially focus on factors such as perceived usefulness, perceived ease of use, attitudes toward use, and organizational factors including technology, organizational structure, organizational strategy, organizational culture and business processes. In order to gather the data and test the model, an electronic questionnaire was designed and delivered to the users who had an experience of E-banking services. As many as 352 acceptable questionnaires (with the acceptable reliability of 0.94) were used for the analysis. The results of the data analysis by the method of route analysis suggested that the chosen individual and organizational factors, except the organizational strategy variable, lead to E-satisfaction, which, in turn, influences the E-loyalty of customers.

The purpose of this study was to design a structural model of the effect of electronic banking on increasing the competitive ability of banks(five selected banks) . The method of research is descriptive survey. A questionnaire was used to collect data. The statistical population consisted of directors, deputies and experts of offices and banks of Tehran (five selected banks). 269 of them participated in the research. A structural equation model(SEM) by Lisrel software was used to analyze the data. The results showed that culture, perceived security, ease of use, trust, website quality, privacy and innovation have a positive and significant effect on the competitive ability of banks. However, the effect of speed on competitive ability of banks was not significant. Overall, the results of the role of electronic banking on the competitive ability of banks were confirmed. Therefore, it can be concluded that e-banking leads to increase bank's competitive ability.
Today, The issue of competition between firms­ is the subject of discussion among managers,politicians and academics(Peña-Vinces& Urbano,2014). Competitive ability refers to the superior position of a company compared to its competitors in that industry . When a company has more profits than other companies ­in the same industry , it be known as a company with a competitive advantage in this market(Bleoca,2014) .Without a competitive ability, the company will have little economic justification and will be financially in decline) Kim&Oh,2004 (.
There is Strong competition among commercial banks .It means even­ Most innovative products and services are copied by others. Then bank opportunity to protect its competitive ability,will be declined(Al-Alak,2014(. Electronic Banking is one of main factors that facilitates banks competitive ability(Joseph & Stone,2003).
Case study :For measuring the variables of the research, 300 questionnaires containing 42 questions were distributed among managers, assistants and experienced experts in the field of E-Banking Tehran city’s selected banks.
This is a descriptive- correlation study modeled based on structural equations model. Research statistical population included 1000 bank experts in tehran. Research sample of 278 experts were randomly selected through stratified random sampling method using Cochran formula (1997). Data were collected through questionnaire. Validity of the instrumentations was verified through content validity, and confirmatory factor analysis, as well using SPSS. Once covariance errors were removed and fitness factors were examined, factor analysis was confirmed; further, reliability of research instrumentations was also obtained larger than 0.07 using Cronbach’s alpha test, indicating high validity of the questionnaires.
Discussion and The purpose of this study was to design a structural model for the effect of electronic banking on increasing the competitive ability of banks. The results of structural equation model showed that technology culture, perceived security, ease of use, trust, web site quality, privacy and service innovation have a positive and significant effect on competitive ability, but the effect of speed on competitive ability is not significant. Also, 70% of the competitive variance is explained by the research model.
As we observed in this study, the role of electronic banking on the competitive ability of banks were confirmed.Because seven factors of e-banking have a positive and significant effect on the competitive ability of banks. Therefore, it can be concluded that Electronic banking leads to increase bank's competitive ability.

Providing electronic banking services is a noteworthy matter to continue competition in the market. Customers are considered as one of the major elements toward desirable performance of e-banking. Attraction of customers and making them loyal to e-banking services are at the top of strategic marketing plans of banks. Hence, the purpose of present research is to investigate the effective factors on formation of electronic loyalty through the role of electronic commitment mediation. For this end, based on performed studies and also considering the banking condition in Iran, a model was designed that specifically focus on factors such as perceived usefulness, perceived ease of use and attitudes toward use as well as organizational factors including technology, organizational structure, organizational strategy, organizational culture and business processes. Statistical population of the research contains of all users who had at least an experience in using e-banking services in Iran. In order to gather the required data and testing the model an electronic questionnaire was designed. The questionnaires were distributed among the statistical sample using random sampling method and 312 acceptable questionnaires were used for the purpose of data analysis. Furthermore, validity of the questionnaire was confirmed using content-related approach and confirmatory factor analysis and its reliability was approved using Cronbach’s Alpha coefficient (0.97). Moreover, Data was analyzed using structural equation modeling. Results of the research revealed that the chosen individual and organizational factors except perceived ease of use and organizational strategy lead to the establishment of e-commitment and also e-commitment by its own impacts on e-loyalty of customers.

Concentrating on trust and presenting a trust model are since innovative side of this study. So, first the existing trust models in e-commerce and e-banking have been studied.The proposed model has seven main parts and eight theories. This model has been tested with electronic questionnaire on the sample of 227 people, including E-banking users. To analyze the data and determine the relationship between variables, Confirmatory factor analysis and PLS software is used. Data analysis in two parts. In The measurement part, technical characteristics of questionnaire including reliability, convergent validity and divergent were examined. In The structure part, structural Coefficients of model have been examined for evaluating hypotheses of study. After the studies, three theories have been rejected from the total of eight and the remaining theories have been accepted. The rejected theories include the relationship between perceive privacy, propensity to trust and perceived competency with trust.

With dramatic development of information technology and its widespread applications, increasing dependence on information technology and the increasing complexity of technologies and services which used in organizations, the management of these technologies and services is more difficult. Hence,wiith the development of IT-based banking services,including electronic banking services,the requirement methods which evaluate the quality of these services in the organization has been increased. Therefore, in this study, a comprehensive model for more accurate measurement of e-banking service quality through an extensive literature review and questions from experts in this field is presented using Fuzzy Delphi Technique. In this regard,after the identification of relevant dimensions and criteria, since the traditional scale can not accurately evaluate the e-banking service quality in the terms of the uncertainty, these dimensions and criteria are to be fuzzified,then the fuzzy expert system conceptual model is presented.Finally, a fuzzy expert system with 5 fuzzy module and a graphical user interface is provided in MATLAB.The fuzzy expert system indicate the final status of e-banking service quality and the main dimension.In this paper, the application of this system has been has been examined in the Sina bank. Finally by calculating expert system errors, optimum performance of designed fuzzy system has been approved which is evaluated by sina bank information.

Initially, organizational agility was used for the production and manufacturing organizations, but nowadays, the agility of governmental agencies and services are also been discussed. The speed of technological changes and increasing demands of customers, enforces the banks to enter the competition field in order to attract more and more customers. After all, agility is the new paradigm that can answer to all the customers’ demands and the bank itself. In this article has been attempted to discuss the characteristics of organizational agility in the state-own banks, then with providing a model for measuring organizational agility in Iranian state-own banks, the readiness of Saderat Bank for organizational agility was surveyed. For this purpose, the hexagonal model for the agility in the public sectors provided by the Institution “A.T.Kearney” is used. This model contains the dimensions of organizational change, leadership, culture and values, performance management, customer service and e government. The method of the research is descriptive-survey method and the instrument was a number of questionnaires. The process of data collection in this study consists of two stages of Delphi method and distribution of questionnaires. For data analysis, qualitative and quantitative data analysis methods were used. After qualitative analysis of data from Delphi method, with descriptive and inferential statistics, quantitative data were analyzed In the end of the study, found that there are gaps between the current situation and the desire situation of organizational agility in Saderat bank and each of them were rated. However according to the results, it seems Bank Saderat Iran is ready to be an agile organization and the bank can move toward organizational agility.

During the past two decades, perspective of competition in the banking industry has been changed significantly. This is due to forces such as new laws, globalization, and grows of technology and becoming bank's services to products, and significant grows in customer's demands. Therefore banks try to offer appropriate service to potential customers, and new services offer with better analysis so that with customer behavior analysis, we can predict risk of new investment and obtain appropriate segmentation of customer demand for these services. With such as analysis, company can prevent additional cost of marketing and also increase acceptance of services. Whereas decision making environment made of different factors, we need models so we can analysis more variables and also enable capability of information provision for decision making. In this paper, we present a model for analyzing the behavior of customers with self-organizing map, and discovering association rule among bank's services.

This research investigates different factors which influence the formation of consumer attitudes towards e-banking.Coefficient of correlation and SEM methods were used to study attitude formation; previous computer experience, previous technology experience, personal banking experience and reference group effects were influencing variables. The correlations among variables were significant, and the model had a suitable fit. It is expected that the results of this study will have practical and theoretical implications in the field of e banking and will also help in understanding and recognizing consumer behavior in this industry.

The present research’s aim is examining and testing citizens’ electronic readiness in accord with utilizing IT and making use of e-governmental services, e-banking, and e-municipality in the citizens domiciled in Larestan, Grash, Evaz, Khonj, and Beiram. Statistical community of this research includes the citizens older than 17 that contain 8500 people. This research has been chosen based on the formula of the sample bulk haphazardly by making use of the cluster –sampling method. The research questioner includes 30 questions that have been written based on the research questions by the researcher. For narrative testing the questioner has made use of the narrative concerning its content and for accounting validity indices all the measurements in this research have been done by  Kronbakh Alpha method. Analyzing the data in the present research has been conducted in both descriptive and deductive layers of statistics. The data in this research questions indicate that if the government provide the citizens with necessary foundations for rendering the services in IT and internet, the citizens are ready to accept and utilize electronic services presented by the banks, municipalities, and governmental organizations via internet.

Electronic banking today allows banks to operate with speed and efficiency. The staff now is able to do bank services and processes between branch banks around the world and offer hardware and software services to customers without their physical presence. This makes it necessary to change organizational structure to be compatible with electronic banking. This research reviews the impact of electronic banking on the organizational structure of six aspects (organizational hierarchy, field supervision, organizational size, centralization, formality, and complexity). We use the Friedman test to measure the impact of electronic banking on organizational structure, and the result shows that the impact of E-banking on organizational structure is direct. We use the MacNemar test to test independent variable E-banking on each of the six dependent variables above. The MacNemar test result shows that each of the six dependent variables has a significant relationship to electronic banking. So that test results after collecting the questionnaire are: A – The impact of electronic banking on the organizational hierarchy is direct and has resulted in reducing organizational hierarchy in agricultural banks. B – Implementation of electronic banking has resulted in increasing field monitoring. C – Implementation of electronic banking has resulted in reducing the organizational size of the agricultural bank. D – Electronic banking has caused the decentralization of activities in agricultural banks. E – E-banking has been caused less organizational complexity in agricultural banks. F – Implementation of electronic banking has resulted in less formality in agricultural bank.