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- ItemOpen AccessIMPACT OF TECHNOLOGICAL AND SERVICE INNOVATIONS IN BANKS: A META ANALYSIS(North South University, 2022-12) Shahin Akther; Javed Tariq; Helal AhammadWith market rivalry on the rise, many banks are striving to obtain a competitive advantage through various types of innovation. Existing research, however, has not reached consistent results on the relationship between innovation and bank performance. As a result, the goal of this work is to give a quantitative analysis of the innovationperformance link based on existing research findings. A total of 24 peer-reviewed publications were reviewed and analyzed using a random effects model, a statistical technique well-suited for meta-analytic analysis, to examine the relationship between innovation and bank performance. The analysis also explored the impacts of different subgroups, focusing on both technological and service innovations. The result found that there is a significant positive association between overall innovation and different kinds of bank performance, such as profitability, income, Return on Asset (ROA), and customer satisfaction. Notably, technological innovation emerges as a key driver of bank performance, demonstrating a considerable positive impact across these performance metrics. Furthermore, specific technological innovations such as mobile banking and agent banking also show considerable positive effects on performance. Moreover, some other innovation such as product, service, has a considerable positive impact on bank performance. On the contrary, telephone banking, internet banking, Electronic Fund Transfer (EFT), etc., didn‘t have a significant effect on bank performance. Overall, the findings underscore the critical importance of technological innovation, particularly data or AI-driven analytics, in enhancing the customer satisfaction of banks, suggesting that banks should prioritize these advancements to achieve a greater competitive advantage.
- ItemOpen AccessTHE ADOPTION OF AGENT BANKING: THROUGH THE LENS OF COMMERCIAL BANK CLIENTS(North South University, 2022-12) Ms. Afrin Rifat1; Dr. Mehree Iqbal2; Dr. Nabila Nisha3; Helal AhammadAgent banking has played a crucial role in promoting financial inclusion in Bangladesh, particularly during the COVID-19 pandemic when accessing banking services in rural areas became challenging. This study aims to explore the factors and dimensions that influence agents' intention towards agent banking services post-pandemic, drawing from the Technology Acceptance Model, SERVQUAL model, and perceived risk theory. A survey was conducted using a structured questionnaire, gathering data from 300 current agents recruited by commercial banks during the fiscal year 2021-2022 and residing in major divisions of Bangladesh. The study findings indicate the significant roles of perceived risk dimensions, service quality factors, and technological dimensions in agent banking services in Bangladesh. Specifically, dimensions of perceived risk were identified as having a significant negative influence on agents' intention towards agent banking adoption. These findings highlight the risk factors that hinder people's intention to adopt agent banking services and emphasize the importance of service quality factors in promoting adoption behavior. Policymakers, such as the central bank of Bangladesh and operating banks, can leverage these study findings to develop effective strategies for maximizing the adoption behavior of agent banking services.