Electronic-banking services : a study from the view of banks and customers

Abstract

The rapid growth of technology has altered the way banks operate and deliver services to their customers. This enhancement in technology has resulted in improvements in the banks' delivery channels and this is persuading customers to shift from the use of traditional banking to electronic-banking services. Positive factors on electronic-banking include efficiency, flexibility and convenience, although customers are sometimes faced with challenges such as lack of security and trust. The purpose of this thesis is to get an insight of electronic-banking services, in the Maltese context. This study points out the different types of electronic-banking technologies used in Maltese banks, the benefits and barriers for banks and their customers, suggestions for enhancing e-service quality and for dealing with technology and management related problems. Qualitative research was conducted to analyse this study from the banks' perspective, while quantitative research was undertaken to further analyse this topic from the customers' perspectives.