Customer experience with self-service technologies in the banking sector: evidence from Nigeria

2021 ◽  
Vol 15 (4) ◽  
pp. 405
Author(s):  
Chidera Christian Ugwuanyi ◽  
Joseph Ikechukwu Uduji ◽  
Chukwunonso Oraedu
Keyword(s):  
Banking Sector ◽  
Customer Experience ◽  
Self Service

Self-Service Technology Banking Preferences

2014 ◽  
pp. 714-727 ◽  
Author(s):  
Fouad Omran Elgahwash ◽  
Mark Bruce Freeman
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Banking Sector ◽  
Developed Country ◽  
Banking Services ◽  
Use Of Technology ◽  
Current Availability ◽  
Self Service ◽  
Technology Strategies ◽  
Self Service Technology

Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

scholarly journals The Future of Robotic Process Automation (RPA) in the Banking Sector for Better Customer Experience

2020 ◽  
Vol 8 (2) ◽  
pp. 61-65
Author(s):  
C Vijai ◽  
S M Suriyalakshmi ◽  
M Elayaraja
Keyword(s):  
Banking Sector ◽  
Customer Experience ◽  
Operational Efficiency ◽  
Process Automation ◽  
Labor Costs ◽  
Robotic Process Automation ◽  
Operation Costs ◽  
Major Benefit ◽  
World Markets ◽  
Great Development

Robotic Process Automation (RPA) has been a great development today. Robotic Process Automation is a useful tool for the pressing demand of the banking sector. Operation costs have been one of the focus areas in the banking sector. The major benefit of adopting RPA in the banking sector has significantly helped to reduce the costs by 30 per cents to 70 percent, and Robotic Process Automation (RPA) saves labor costs and operational efficiency, accuracy, 24/7, offer innovative services and better experience of the customer. Also, Leading banks like India, such as ICICI Bank, HDFC Bank, and Axis Bank, have implemented Robotic Process Automation. The study focuses on Robotic Process Automation challenges, benefits, and significance in the banking sector. The study discussed the Robotic Process Automation world markets and applications.

scholarly journals Useful chatbot experience provides technological satisfaction: An emerging market perspective

2021 ◽  
Vol 23 (1) ◽  
Author(s):  
Isolde Lubbe ◽  
Nonhlanhla Ngoma
Keyword(s):  
South African ◽  
Emerging Market ◽  
Customer Experience ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Customer Care ◽  
Perceived Playfulness ◽  
Customer Services ◽  
Self Service

Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape.Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context.Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses.Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience.Conclusion: Marketers should devote time, money and recourses in developing and incorporating self-service technologies, such as chatbots, that are useful for their marketing strategies that will enhance customer experience.

An empirical examination of customer experience co-creation model in banking self service technologies

2018 ◽  
Vol 29 (2) ◽  
pp. 268
Author(s):  
Rajiv Divekar ◽  
Amit Kumar Agrawal ◽  
Asha Nagendra ◽  
Pravin Kumar Bhoyar
Keyword(s):  
Customer Experience ◽  
Empirical Examination ◽  
Self Service

An empirical examination of customer experience co-creation model in banking self service technologies

2018 ◽  
Vol 29 (2) ◽  
pp. 268
Author(s):  
Amit Kumar Agrawal ◽  
Asha Nagendra ◽  
Rajiv Divekar ◽  
Pravin Kumar Bhoyar
Keyword(s):  
Customer Experience ◽  
Empirical Examination ◽  
Self Service

Designing a customer-experience-management model for the banking-services sector

2019 ◽  
Vol 10 (3) ◽  
pp. 790-810 ◽  
Author(s):  
Ebrahim Heshmati ◽  
Hamidreza Saeednia ◽  
Ali Badizadeh
Keyword(s):  
Banking Sector ◽  
Banking Industry ◽  
Customer Experience ◽  
Important Indicator ◽  
Banking Services ◽  
Final Model ◽  
Content Type ◽  
Services Sector ◽  
Grounded Theory Method ◽  
Customer Experience Management

Purpose This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector. Design/methodology/approach The research method used in this study is qualitative. Techniques used for data collection and data analysis are based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model. Information and data, based initially on concepts in the literature, are gathered as open code through expert interviews with 11 academic and 20 industry experts from Iran. Research data are classified and filtered by micro and macro categories and validated and edited to provide the final model. Findings The final model of the study is based on expecting, conceptual and caretaking factors. Micro dimensions and related propositions for the banking industry are also identified. Research limitations/implications The final model should have practical uses in the banking sector, enabling banking managers to successfully incorporate CEM into their strategy by focusing on the key elements. Originality/value The development of a model to measure customer experience is an important indicator for performance improvements in the banking industry. This is one of the few papers to propose an appropriate model for CEM for the banking-services sector and the first to do so in an Iranian context.

scholarly journals Digital transformation of the banking sector of the economy of Ukraine

2021 ◽  
Vol 2021 (3) ◽  
pp. 84-98
Author(s):  
Viktoriia KOVALENKO ◽  
Keyword(s):  
Information And Communication Technologies ◽  
Financial Services ◽  
Banking Sector ◽  
Banking System ◽  
Financial Education ◽  
Internet Banking ◽  
Digital Transformation ◽  
Banking Services ◽  
Banking Business ◽  
Self Service

The article considers the main digital transformational changes in the banking business. The current state of banks' use of financial digital technologies is analyzed, and the factors of digital transformation that affect their financially stable development are singled out. It is determined that the digitalization of the world economy over the past decade has posed new challenges to the banking system, which are caused by increased competition in the financial services market. The factors of emergence of financial intermediaries of the new generation and the need for digital transformation of contemporary banks are described. It is proved that the digital transformation of the banking sector of the economy is due to the development of financial technologies, digital marketing channels and innovation. Three main holistic proposals for FinTech development have been identified. The digital transformation of the banking business is changing not only the supply to customers. It is changing the contours of the business and staffing requirements. Such tools as ATMs and self-service terminals, telephone banking, SMS banking, Internet banking and mobile banking represent the evolution of customer access channels to banking services based on the use of information and communication technologies. The article considers the basic scheme of transformation of a classical bank into a dynamic system of a digital bank by gradually forming the directions of digital distribution. Further digital transformational changes in the banking business should be aimed at the vectors of financial education of consumers of banking services, regulation of the cryptocurrency market in Ukraine, definition of common standards of regulation and supervision of banks and non-banking institutions in the area of digital financial services.

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