Asian Finance & Banking Review

CUSTOMER SATISFACTION ON E-BANKING SERVICES AMONG UNIVERSITY STUDENTS IN MALAYSIA

Hasnita Halim — 2023-01-28

Electronic banking (e-banking) has become increasingly important due to its convenience and benefits to banking customers. The purpose of this study is to examine the factors influencing customer satisfaction with e-banking services among university students in Malaysia. Using a standardized questionnaire, the study utilized a cross-sectional design to collect data from 87 students based in Selangor, Malaysia. The findings show that reliability, security, and perceived usefulness are positively associated with customer satisfaction with e-banking services. These results indicate that customers are more attracted to banks that allow faster transactions via online portals, which are readily available, and customers perceive the system's usefulness in continuing their usage. In addition, customers stress the effectiveness of the website security system as they are concerned with the privacy of their personal information and the safety of their financial transactions while using e-banking. Understanding the factors influencing customer satisfaction with e-banking services will help banking institutions in Malaysia to deliver their customers an effective website with an appropriate setting and upgraded technological development to deliver first-class conditions services.

JEL Classification Codes: M30, M31.

MOBILE BANKING IN BANGLADESH: A POLICY AND REGULATORY REVIEW

Mohammad Rezaul Kabir — 2023-07-27

Policy and regulatory issues are indispensable for maintaining discipline and protecting the interests of all stakeholders in the mobile banking ecosystem. Bangladesh Bank has issued mobile banking policy guidelines (2011) and mobile financial services regulation (2018) to protect against abuse of these services like financial fraud, money laundering, and terrorist financing, as well as safeguard user funds. This article examined the role of mobile banking policy and the regulatory framework in creating a favourable regulatory environment for mobile banking in Bangladesh. For this purpose, twenty-three KIIs and one questionnaire survey were conducted on 400 respondents in the country's four districts. Many public and private documents and journal articles were also reviewed. A regulatory policy index for mobile banking with ten indicators was developed, and the overall regulatory index score was 0.85 out of 1. Multiple linear regression analysis has also been used in this study. Its regulatory index value, beta coefficient, and R-value, as well as expert opinions, asserted that mobile banking regulatory policy standards have positively influenced the creation of a favourable regulatory environment, even though they demand some modification in terms of account opening minimum age, service charge rate, product diversification, interoperability, and supervision of mobile banking activities. Since multiple agencies are involved in mobile banking policy and regulation, the government can play a vital role in coordination among the multiple agencies to ensure the protection of customers and financial steadiness through a suitable legal structure.

JEL Classification Codes: G21, G28, C83.

CONTRIBUTION OF CSR ACTIVITIES TO DISASTER MANAGEMENT IN BANGLADESH: A STUDY ON BANKING SECTORS

Md. Idris Ali — 2023-07-28

Bangladesh, facing recurring challenges from natural disasters, necessitates an examination of the banking sector's CSR activities in the context of disaster management. No doubt, there are many countries in the world where disaster is a great problem. Bangladesh is also a potential disaster country. Therefore, this study tries to investigate the role of corporate social responsibility of banking sectors on disaster management. Time series data is considered from 2015 to 2021 for this study. In this study, statistical tools like percentage distribution and trend line were performed using Excel and SPSS software. The results disclosed that the health sector contribution of Islamic Shariah-based banks is greater than that of conventional private commercial banks. Following that, state-owned commercial banks and foreign commercial banks make contributions to the health sector. Finally, there is no substantial difference in proportion of total CSR activity between Islamic Shariah-based banks and conventional private commercial banks between 2018 and 2021, without other years. The results also found that the amount of percentage of damage of crops, livestock and homestead forestry decrease from 2015 to 2021. The findings stated that the overall percentage of CSR activities increased in those years.

JEL Classification Codes: M14, M19, Q54.