Benazir Bhutto Shaheed University Karachi Pakistan

Name Rehman khan shamaDepartment Bs commerce Batch 4th Semester 5th Subject: marketing researchProject electronic banking literature. Email REHMANSHAM54@GMAIL.COMCELL 293022253177

ROLE OF ELECTRONIC BANKING IMPACT ON CUSTOMER SATISFICTION .

Electronic banking refers to the use of the Internet as a remote delivery channel for providing services, such as opening a deposit account, transferring funds among different accounts and electronic bill presentment and payment. Foreign banks in Pakistan are initiators for introducing E-banking practices in mid 1990’s. In late 90’s domestic banks also adopted the technology and e-banking services like ATM cards and debit cards. According to the definition provided by (Abid et al., 2006), Any use of information and communication technology and electronic means by a bank to conduct transactions and have interaction with the stakeholders Electronic Banking is defined as using electronic devices like internet, wireless connection networks, ATM, phone and cell phone in banking services. This can be offered in two main ways. First, an existing bank with physical offices can establish a Website and offer these services to its customers in addition to its traditional delivery channels. Second, is to establish a virtual bank, where the computer server is housed in an office that serves as the legal address of such a bank. Virtual banks offer their customers the ability to make deposits and withdraw funds via ATMs (Automated Teller Machines)is the new delivery channel of banking services is very imported for customer to provided essay facilities in there houses offices shops to deposit payment without risk by online system etc. The concept of electronic banking has been defined in many ways (e.g. Daniel, 1999). According to Karjaluoto (2002) electronic banking is a construct that consists of several distribution channels. Daniel (1999) The electronic banking has converted time days to minutes of save money and transferred to a place to another place during into minutes as credit cards debits card atm machines and online facility . The customer like to more facility so the

satisfying. Now days lot of facility available for to active customer as easy paisa western mobicash that’s also parts of electronic banking . Electronic-banking has opened new scenarios, increased service quality and more customers. The main motive for e-banking identified by the all bank managers was their customers their clientage, to increase customer satisfaction .The managers confirmed e-banking as contributing to the profits of their businesses. The electronic banking services provided by the banks include ATM, credit cards, funds transfer, cheque payment, funds deposit, balance enquiry, utility bills payment, statement of account, remittance, draft, pay order, phone banking, mobile banking, PC banking etc. such as wasting time, long line- and from the perspective of banks the costs of banking services with the help of E- Banking decrease- for there is no need to extra paper, extra employee and investments opportunity with other section and other banks. Internet technology holds the potential to fundamentally change banks and the banking industry. An extreme view speculates that the Internet will destroy old models of how bank services are developed and delivered (DeYoung, 2001a).Whether or not this extreme view proves correct and whether banks take advantage of this new technology will depend on their assessment of the profitability of such a delivery system for their services. In addition, industry analysis outlining the potential impact of Internet banking on cost savings, revenue growth and risk profile of the banks have also generated considerable interest and speculation about the impact of the Internet on the banking industry (Berger, 2003). investigated the impact of the introduction transactional Internet banking on performance and risk profile of major credit unions in Australia. Similar to the results of Sullivan (2000), describes it as an electronic connection between the bank and the customer in order to prepare, manage and control financial transactions. Electronic banking according to Al-Abed (2003) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick and-mortar institution. Lustsik (2004) describes electronic banking as a variety of the following platforms: Internet banking, telephone banking, TV-based

banking, mobile phone banking, and PC banking. The present study is an attempt to present the present status of Internet banking in Pakistan and its implications for n banking industry. A survey of the bank websites during the period of June, 2007 reveals that only 57 percent of the commercial banks operating in as on March end 2006 offer Internet banking. Using data on the financial performance, the present study also analyzed the performance of an Internet group in comparison to non-Internet banking group and impact of Internet banking on banks’ performance and risk. A panel data of 85 banks (operating as on March end 2006) was taken for the period of 1998-2006. IN THE PAKISTAN Earlier, (Kazmi, S.H., 2002) had also conferred that even with a late initiative in respect of electronic banking; efforts were being put into the account to deal with the rising competition across the globe. MCB (Muslim Commercial Bank) arranged ‘Pakistan Electronic Banking Conference’ in the promotion of electronic banking which was co-funded by IBM, Teradata, ABN-AMRO and local newspaper. Another movement was made in the mode of installation of ATMs during 90’s to counter the emergence of foreign oriented banks. Whilst many banks have their own ATMs installed outside their branches, numerous banks jointly introduced a dedicated network using a leased line over the internet to improve their operations while reducing cost. In Pakistan, this system is termed as ‘One Link’ that allows an ATM card holder to access his/her account. The card holder/customer either from the parent bank or from the partner bank are allowed to have an access to his/her account though using this line.The purpose of this study is to examine the influences that play a role on the impact of electronic banking on satisfaction of bank’s customers. The impact may be analyzed from the study of banks along with the satisfaction/dissatisfaction of customers from electronically offered services and whether the customers are satisfied with the quality of services being offered in Pakistan. The study will also help to unleash the actual awareness of the customers towards the usage of banking performed electronically which may lead to the tendency

of using internet and other electronic medium. This study will also cover the discussion that whether the system is dependable enough to meet the user requirement and is useful in maintaining the credibility of a system in terms of security and privacy of its users

Role of E-Banking in the Banking SectorElectronic banking (e-banking) is the newest delivery channel of banking services. The definition of e banking varies amongst researches partially because electronic banking refers to several types of services through which a bank’s customers can request information and carry out most retail banking services via computer, television or mobile phone (Daniel, 1999; Mols, 1998; Sathye, 1999). Burr, 1996, for example, describes it as an electronic connection between the bank and customer in order to prepare, manage and control financial transactions. Electronic banking can also be defined as a variety of the following platforms:(a) Internet banking (or online banking), (b) telephone banking, (c) TV-based banking, (d) mobile phone banking, and (e) PC banking (or offline banking). In this paper, the ATM (Automated Teller Machine)channel is also added to the research. The channels comprise two major groups: the traditional channels and e-channels. (1) The traditional channels are defined on the basis of the type of human assistance: teller, retailor corporate manager. (2) E-channels are

divided into 4 sub-groups on the basis of how the channel is seen by clients, with some exceptions based on the technological processes of transaction execution: Internet based(online bank for corporate clients Telehansa.net, online bank for private clients Hanza.net, offline bank for large corporate clients Telehansa), card-related (ATM – Automated Teller’s Machine and POS –payment terminal), Phone channels (call center, IVR, mobile bank) and Automated channels (“virtual” bank core channels where direct debit and incoming payments are effected). Services are one of the primary benefits which a customer looks for while adopting a new channel. The consumers consider the benefits and weigh them against the costs associated. The Internet offers a lot of benefits to consumers, like any time anywhere banking, updated information, convenience, faster transaction, etc. E – Banking services are replacing traditional services and creating a new scale in transformation. In the initial stage, e- channels were introduced in metropolitan cities and urban areas, but recently some banks have started focusing on rural and semi urban areas. New private sector banks are taking the lead in capturing rural and semi urban sector. The different e- channels such as ATMs, Credit and debit cards, Tele-banking, Mobile – banking, online –banking and Smart Cards, are changing the face of the retail banking sector. New private sector banks and foreign banks are attracting customers in a big way. The potential customers and big companies are shifting their accounts from traditional banks (not fully computerized) to E - banks (fully computerized and provide different e – channels). If traditional banks, mostly public sector banks, do not transform their business by introducing IT, their survival will become difficult, as now-a-days IT is not a matter of convenience but a survival factor. Therefore, e – banking services are a potent factor for transformation in this e – ag

Electronic Money

Electronic money is money which exists only in banking computer systems and is not held in any physical form. In the United States, only a small fraction of the currency in circulation exists in physical form. The need for physical currency has declined as more and more citizens use electronic alternatives to physical currency. Electronic money (also known as e-currency, e-money, electronic cash, electronic currency, digital money, digital cash, digital currency, cyber currency) is money or scrip that is only exchanged electronically. Typically, this involves the use of computer networks, the internet and digital stored value systems. Electronic (EFT), direct deposit, digital gold currency and virtual currency are all examples of electronic money. Also, it is a collective term for financial cryptography and technologies enabling it . In the 1990s, banks realized that the rising popularity of the World Wide Web gave them an added opportunity to advertise their services. Initially, they used the Web as another brochure, without interaction with the customer. Early sites featured pictures of the bank's officers or buildings, and provided customers with maps of branches and ATM locations, phone numbers to call for further information and simple listings of products

Electronic-Banking ServicesThe view that the Internet is a revolution that will sweep away the old order holds much sway. Arguments in favor are as follows :E-banking transactions are much cheaper

than branch or even phone transactions. This could turn yesterday’s competitive advantage - a large branch network, into a comparative disadvantage ,allowing e banks to undercut bricks-and-mortar banks. This is commonly known as the "beached dinosaur" theory .E banks are easy to set up so lots of new entrants will arrive. ‘Old-world’ systems, cultures and structures will not encumber these new entrants. Instead, they will be adaptable and responsive. E-banking gives consumers much more choice. Consumers will be less inclined to remain loyal .E-banking will lead to an erosion of the endowment effect’ currently enjoyed by the major UK banks .Deposits will go elsewhere with the consequence that these banks will have to fight to regain and retain their customer base. This will increase 63 their cost of funds, possibly making their business less viable. Lost revenue may even result in these banks taking more risks to breach the gap.

Conclusion The results show opportunity cost of lost of banks customers will reduce to use of electronic banking and also indicate non-existing of enough knowledge and trust have led to decrease in using e-banking in the world and

education can increases using of electronic banking services among the banks’ customers in the world. Therefore government and Bankers should attempt to introduce e-banking very well in the world as early as possible. For their part, banks should: Have a clear and widely disseminated strategy that is driven from the top and takes into account the effects of e-banking, together with an effective process for measuring performance against it. Take into account the effect that e-provision will have upon their business risk exposures and manage these accordingly. Undertake market research, adopt systems with adequate capacity and scalability, undertake proportional advertising campaigns and ensure that they have adequate staff coverage and a suitable business continuity plan. Future studies can consider all of factors in empirical to improve electronic banking services in Iran or other areas.

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