Customer Trends in E-banking Dissertation or Thesis by Nicky

A dissertation on the history of e-banking and current customer behavior with this form of banking.
# 149797 | 11,754 words | 30 sources | APA | 2011 | US

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This paper demonstrates the growth trend of e-banking first by developing a brief history of the trend, and then by focusing on customer use and adoption of the various forms of e-banking. The paper focuses on a case study methodology that aims to enlighten the reader as to the needs of customer care and usage patterns, and provides some recommendations to banks about growing market share, gaining new customers, retaining customers and innovating for the future of e-banking. This paper contains several figures.

Literature Review
Consumer Confidence and Care
Customer eCommunication Volume
Web site Design and Usability
Customer Loyalty
Case Study 1 Dave
Case Study 2 Jane
Case Study 3 Liam
Conclusions and Future Perspectives

From the Paper:

"E-banking in general is a trend that has grown and evolved consistently over the last 30 years. E-banking can be defined as any banking transaction that takes place via electronic means, including automated teller transactions, the oldest form of e-banking, to wireless transactions via a cell phone, but most commonly e-banking is associated with account management tasks and transactions that involve the internet. Internet banking has a history that runs concurrent with the world wide web in general as a result of the fact that very early in its inception creators and users began to see the internet as a way to develop commerce and to reach a greater number of people with it. E-banking then became a natural progression of the growth of internet shopping, and made it possible for bank customers to safely and securely conduct their banking business online. From about 1983, just a few short years after the launch of the world wide web some of the first internet transaction models were launched and since then the growth of the service options as well as the possibilities for transactions has grown exponentially.
"Internet banking has now become a mainstay of the banking industry and there are even a few banks which are internet only based. Customers of these banks receive digital automatic deposits from various resources, most commonly employers and then all transactions, excluding a few possible cash transactions are then supported in an entirely electronic format."

Sample of Sources Used:

  • ABA Financial Services Customer Conference: What Do You Really Know about Your Customers?. 2002. ABA Banking Journal 34, no. 3: 2.
  • Bielski, L. 2000. Managing E-Mail and Webchat-It's Becoming Every Bank's Virtual Point of Pain. ABA Banking Journal 92, no. 6: 45.
  • Bielski, L. 2001. E-Commerce Gets Real: After the Half of the "Hype and Trash" Cycle, the Industry Gets Serious Online. ABA Banking Journal 93, no. 10: 60+. Database on-line. Available from Questia, Internet. Accessed 22 July 2009.
  • Bielski, L. 2005. Talk Is Cheap: Creating a Delightful Retail Experience Every Day Is Tough. What's Best Practice in Customer Service Now?. ABA Banking Journal 97, no. 3: 33.
  • Buckland, J, Hamilton, B. and Reimer, B. 2006. Fringe Financial Services, Inner-City Banking & Community-Based Solutions. Canadian Journal of Urban Research 15, no. 1: 109.

Cite this Dissertation or Thesis:

APA Format

Customer Trends in E-banking (2012, January 01) Retrieved February 05, 2023, from

MLA Format

"Customer Trends in E-banking" 01 January 2012. Web. 05 February. 2023. <>