Munich Personal RePEc Archive

Study of E-banking services and products in Afghanistan

Karimi, Abdul Matin (2016): Study of E-banking services and products in Afghanistan.

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This particular research has been conducted in Afghanistan to study and evaluate the individual’s perception toward e-banking platform, and to further identify the challenges that are faced with this infant phenomenon. Despite of decades’ war and destruction in Afghanistan, still, it was observed that the private banks took a vital and special part in the recognition of e-banking services and products through their financial institutions in such a wide variety of context which can be an optimistic vision for the improvement of the future of electronic banking in Afghanistan. This research is descriptive, and a quantitative research technique was considered efficient for the fulfillment and attainment of settled objectives. Where a detailed questionnaire was the main primary data source plus various secondary data sources. And also, main hub of data collection was from AIB, AUB, Bakhtar and Aziz banks customers and employees.

After due findings and analysis, it was observed that customers were highly satisfy with the utility of e-banking services over conventional banking services, secureness of e-banking, technology in use, variety of services/products and e-banking convenience and accessibility at anytime and anywhere. And it was also noted that; though customers shown satisfaction with service charges, documentation process and wait in lines for attainment of e-banking services/products in banks but with a 50% or lesser percentage, which can be counted as flow with banks and needs to be polish and improve further. And hence banks need to focus more on ease cross sales of e-banking services/products and to reduce the service charges to a reasonable price. As these two factors are important toward attraction of new customers and maintaining the existing.

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