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The value of e-banking services in the Egyptian environment : an integrated model

El Naggar, Rasha Abed El Aziz Ismail

Authors

Rasha Abed El Aziz Ismail El Naggar



Contributors

David R. Harness
Supervisor

Jon Reast
Supervisor

Abstract

Introduction: Driving the introduction of e-banking services in Egypt are structural changes, which have intensified competition across the banking sector. The value (net benefits) of e-banking services to their suppliers lies in their ability to attract new customers and retain those interested in using them. To achieve these objectives, requires an understanding of the value management process in e-banking services specifically within the Egyptian environment.

Study Problem: Extant literature lacks an integrated model of value management relevant to the e-banking services. Empirical studies addressing the value of e-banking services in terms of antecedents and consequence in general and in the Egyptian environment are limited. Moreover, customer relationship management (CRM) literature disagrees on the factors reflecting the role of the internal operating environment and overlooks the role of the external environment in affecting the ability of service suppliers to create and deliver the value of e-banking services.

Aim and objectives: This study sought to develop an integrated model for managing the value of e-banking services in the Egyptian environment through the following objectives. First, to identify the antecedents (requirements) and consequence of e-banking services perceived value from the demand side of e-banking services. Second, to explore factors shaping banks' ability to create and deliver value of offered e-banking services.

Paradigm and research methods: This study adopted the critical realism paradigm, an anti-positivist paradigm, which supports the exploratory and the abductive nature of this research. To identify the antecedents and consequence of e-banking services perceived value from the demand side of e-banking services, an exploratory sequential strategy, in which in-depth interviews preceded the survey phase, was conducted. To explore factors shaping the banks' ability to create and deliver the value of e-banking services, semi-structured interviews were used.

Key Findings: Findings related to the demand side indicated that improving e-banking services perceived value can significantly and positively strengthen the relationship between banks and customers. Antecedents of value were identified to be a combination of the explicit involvement of service suppliers in supporting face-to-face service encounters, e-banking services quality, and the role of external environment in promoting e-banking services.

The ability of banks to create and deliver value of e-banking services is affected by their positioning strategy, bank branch design, employment scheme, criteria of recruiting front-office employees, and criteria of evaluating front-office employees' performance. The nature of the Egyptian economy, output of education system and legal system development were defined as highly influential within this process.

Conclusion: It could be concluded that, managing the value of e-banking services is a dynamic process between service users and service suppliers.

Citation

El Naggar, R. A. E. A. I. (2010). The value of e-banking services in the Egyptian environment : an integrated model. (Thesis). University of Hull. Retrieved from https://hull-repository.worktribe.com/output/4214557

Thesis Type Thesis
Deposit Date Oct 3, 2013
Publicly Available Date Feb 23, 2023
Keywords Business
Public URL https://hull-repository.worktribe.com/output/4214557
Additional Information Business School, The University of Hull
Award Date Dec 1, 2010

Files

Thesis (7.4 Mb)
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Copyright Statement
© 2010 El Naggar, Rasha Abed El Aziz Ismail. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright holder.




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