As more and more UK retail banks launch their Internet based online banking system to improve their operation and to reduce costs, consumers banking habits have changed. It is seen that Internet banking has become a new financial delivery channel, and in the future, will likely become an even larger and more significant element of the self-service retail banking experience in the UK. On this basis, all retail banks are attempting to make their services more tangible by using different strategies to distinguish them from their competitors.
Although the efforts that bank aimed at developing better and easier Internet banking system, largely consumers are still not aware of it, or are frighten by negative feelings of risk and distrust. What prevents consumers from using Internet banking? This study aimed at finding out those inhibitors. Those issues are important because the answers hold the clue that will help the banking industry to formulate their marketing strategies to improve the acceptance of Internet banking in the future.
The focus of this study was to investigate the consumer resistances of using Internet banking. In general, there were three sustainability factors to consider and they are the governance and engagement, environmental focus and socio-economic development. In establishing a good bank services, one must be aware of the said factors and these will serve as guide in the proper handling of clients. A sample of 10 clerical and 10 managerial in the business services, and 10 clerical and 10 managerial in the private services will be chosen.
Questionnaires concentrate on testing whether new practices were taking customers away from the branches and type of customer feedback received on IT-based services. Ideas will be sought as to how technology could be used to enhance the Bank-customer relationships, how customers may be helped to use technology more effectively and how confident they feel in stimulating such developments. The researcher provided the questionnaires for these respondents. Concurrently, the study employed both qualitative and quantitative research methods to ensure a flexible and iterative approach. During data gathering the choice and design of methods are constantly modified, based on ongoing analysis. This allows investigation of important new issues and questions as they arise, and allows the investigators to drop unproductive areas of research from the original research plan. The researcher also uses percentage analysis, the mean and median analysis to evaluate the collated data.
6.1 Summary
The study showed that the primary determinants of bank technologies remains to be security and privacy issues, personnel qualification, organizational change, clients satisfaction and overall management. On the other hand, overall quality in terms of IT is definitely the most important factor to consider. Quality however is being considered more than the price of the service/product in any business. Aside from this customer relationship should be viewed careful in implementing IT systems among banks.
Based on the gathered information, the respondents asserted that the IT stability in most businesses is in good condition however there is always a room for improvement. The surveys indicated that it is important for them to learn from multiple customers in order to enhance their performance. Basically, with rapid economic growth in terms of IT, more e-based services are becoming available. This also applies in different businesses. The changing market structure of the transitional economy in these countries makes it very difficult for clients to choose services. This has also allowed them to be more critical on the quality and the price of the product they are buying especially in the e-based business. The IT has become one of the most prolific phenomena as it was used not only by the banking sector but also by the many businesses all over the world, especially as it has upped the ability of many companies to conduct business despite the presence of the hindering distance between banks and clients.
From the data collected it is revealed that majority of the respondents were 26 to 35 years old which was followed by the respondents at 36 to 45 years old; respondents from ages 18 to 25 years old were also represented while there were fewer respondents belonging to the age of 56 and above. The apparent diversity of the maturity of the respondents reflects several implications in the study’s findings. In relation of the age bracket of the respondents, the researcher could presume that in the said percentage, a considerable number could be among the young adult members of the population.
The dominated gender among the respondents was female and based on the collated questionnaires; over a half of the population is composed of female respondents. The male respondent outnumbered by the female respondents and this data provides a glimpse of the aggregate size of women in the workforce particularly on property management industry. The civil status of the respondents also illustrated that the study were dominated by the single respondents following by the respondents who are married. Interestingly, it was revealed that no respondents that were revealed to be separated nor widow or widower simply maybe because large number of young adult in the sample as compared to those who are adult. Likewise, the respondents were asked for their educational attainment and the report shows that majority of them were college graduate. The survey indicates that most of the respondents are college graduate and are engage to the study.
Apparently, it was illustrated that that information technology is widely utilized in most banks in UK. And in line with that, the respondents revealed that information technology is implemented in most banks because of its timely and in-demand nature. It was all justified that there are evidence that most banks utilized information technology to enhance customer relationship. Thus, the respondents validated that information technology have an impact to most banks in UK
6.2 Conclusion
This section focuses on the information that was derived from the respondents of the study. These were collated and put together, and finally assessed, especially based on the characteristics of the respondents and how they believe the outcome of the IT has managed to enhanced the customer relationship that banks are making. It is through this that the researcher will be able to analyze the study and also be able to give the definite outcome of the conducted study to the readers based on the findings. These conclusions were derived from both the information gathered from the respondents while also integrating some of the data that were collected from the list of literatures that were reviewed in the second chapter. This method has helped with the integration of the study and also ensures that the information from previous studies and books were considered in order to derive the outcome from these facts.
Moreover, these analyses are based on the combination of the information taken from these two sources, and further focus on the problems that were given in the first chapter. It is through these that the researcher was able to readily prepare which issues should be focused on and how they must be approached in order for them to be answered in this paper. The following conclusions were derived based on the findings of the study regarding the resistance of bank consumers towards internet banking:
3. The observed significance of risks, trust about Internet banking also suggests that bank managements need to give priority to increase communications of reducing risks and security, as this will lead to increase trust, and in the long run favour the creation of a more faithful market. It is an important consideration because trust is a fundamental prerequisite of any banking activity and if consumers are less likely to trust a new Internet technology, they will be reluctant to use it. Furthermore, bank authorities may need to educate customers of trainings and promotion approaches to develop customers’ beliefs of shared value, and opportunistic behaviour, which in turn will influence or attract the customers’ behavioural intention to utilize Internet banking services. Thus, the more widespread the access to the Internet, the greater is the possibility of use of Internet banking by customers. No doubt developing the brand and the bank’s reputation will also act as an assurance to the customers.
Alongside these farfetched advantages is the inevitable- the disadvantages. For the purposes of this study, we only included three ‘intellectually’ established disadvantages. These were isolation, information overload and the issue of establishing trust. Among the three, the issue of establishing trust between two contracting parties appears to bear heavily. Majority of the respondents, fear that they might be cheated one way or another. Information overload and isolation from the social arena don’t seem to have much of an impact to the respondents. Quite surprising though is the result that majority of the respondents are not really baffled by these disadvantages. They somehow look at them as trifling to pose serious concern to the affairs of their commerce. In the general scene, banks in UK do not find these drawbacks to be of major concern or it may be still that they look at these disadvantages as negligible to offset the advantages.
By and large, the bottom line of this study boils down to the conclusion that the IT is an important tool in enhancing customer relationships among banks. This study has confirmed the predetermined credence of the Internet being a significant dynamic in banks. Furthermore, it has also verified the earlier assumptions about the relative advantages of IT as a communication tool. These advantages of the Internet in terms of communication extend beyond business implications. It’s precisely a direct upshot of this fact that the Internet has been deemed a vital necessity in contemporary business contracts. IT juxtaposed with business transactions proves to be an efficient combo.
6.3 Recommendations
Based on the technicality with regards to the conduct of this study and the results obtained, the researcher formulated the following recommendations. The recommendations will be broken down into three parts. The first part was cored on the results obtained. The second part, meanwhile, deals with recommendations with regards possible further studies based on the finding of this research.
Part 1. Results of the Study
1. This study was able to set the advantages of using IT in bank negotiations. The researcher suggests keeping in touch with the trends of Internet innovations and continually examine how these affect the flow of business conduct via the Internet.
2. Future researches should incorporate in their studies a more intensive discussion of further advantages that are bound to arise considering the progressive introduction of innovations in IT and bank industry.
3. The transformation process from traditional banking methods to Internet based banking is worth the scrutiny. Just how does really banks go through the process is also an interesting matter to look at.
Part 2. Further Studies
1. Because this study focused on the effect of technology with the business of banks and how they have affected customer relationships based on the opinions of the respondents, it would be advantageous for a study with the same vision be done; however, it would be advantageous to use the information and the background of banks itself as well as the management outcome of the bank and their effects as based on the use of the Internet, and not on the opinions of the respondents. This will give the readers more valid proofs concerning the effect of IT.
2. Besides the consumer relationship, it may also be advantageous to study the other effects of the IT with other banks. These may include some banks that come from other regions or country, or even specific industries that have currently already achieved global recognition. Analysis of how Internet has specifically affected their business may be advantageous for other companies.
3. Another possible study that may be conducted is the analysis of the advantages of the use of Internet to specific departments within a given bank; case studies may be important especially based on the specific backgrounds and procedures, not to mention the culture, of the bank.
4. Finally, there is also the possible study that may be conducted that will focus on the comparison of the customer relationship before and after the use of IT. It will be able to catalogue the observed changes with the company and the speediness of service that they are able to provide for the client as compared to the methods that were used before. The issue of the study may also be centered on several numerous concerns in banking, especially with regards to the effects and the changes that the bank has undergone with the use of IT.
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