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Adopting Internet Banking Services in a Small Island State: Assurance of Bank Service Quality

Author

Listed:
  • Hatice Jenkins

    (Department of Banking and Finance, Eastern Mediterranean University, North Cyprus)

Abstract

This paper aims to examine the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island. Being one of the smallest island economies in the world, North Cyprus was chosen as a case study to explore the factors that affected the penetration of internet banking services in North Cyprus over a two year period. The managers of 23 banks operating in North Cyprus were interviewed first in 2004 and later in 2006. Furthermore, the web sites of these banks were also examined both in 2004 and in 2006 in order to measure the progress made in adopting internet banking services between these periods. Evidence from survey studies and from banks’ web sites indicated that banks in North Cyprus have been consistently moving towards providing internet banking services despite a very small potential market to share. In 2004, the majority of commercial banks claimed that the potential market was too small to adopt internet banking services in North Cyprus. Yet, in 2006, the same banks were in the process of introducing internet banking as an assurance to their customers that they would be able to maintain a competitive quality of service in the future, hence avoid losing their customers to the branches of foreign banks.

Suggested Citation

  • Hatice Jenkins, 2007. "Adopting Internet Banking Services in a Small Island State: Assurance of Bank Service Quality," Development Discussion Papers 2007-07, JDI Executive Programs.
  • Handle: RePEc:qed:dpaper:254
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    Cited by:

    1. Hussain Alwan & Abedlhalim Al-Zubi, 2016. "Determinants of Internet Banking Adoption among Customers of Commercial Banks: An Empirical Study in the Jordanian Banking Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(3), pages 1-95, February.
    2. Arumugam Seetharaman & Saurabh Singhal & Pankaj Galdhar & John Rudolph Raj & A. S. Saravanan, 2016. "Customers’ Expectations for Next Generation Internet Banking," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 1-28, March.
    3. S.Baskar & M. Ramesh, 2010. "Linkage Between Online Banking Service Quality And Customers," Perspectives of Innovation in Economics and Business (PIEB), Prague Development Center, vol. 6(3), pages 45-51, October.
    4. Mahdi Nasr Esfahani, 2019. "E-Bank Services: Analyzing the Effect of E-Bank Service on E-Trust with E-Security Approach," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 158-166.
    5. Baskar, S. & Ramesh, Mahalingam, 2010. "Linkage between online banking service quality and customers," Perspectives of Innovations, Economics and Business (PIEB), Prague Development Center (PRADEC), vol. 6(3), pages 1-7, October.

    More about this item

    Keywords

    Internet banking; service quality; banks; small island state; North Cyprus;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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