Developing a Customer Experience Rating for the Banking Sector

2021 ◽  
pp. 64-71
Author(s):  
Safian Bujang ◽  
Firdaus Abdullah ◽  
Jamil Hamali
Keyword(s):  
Banking Sector ◽  
Customer Experience ◽  
Experience Rating

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

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.

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.

The prerequisites and consequences of customers’ online experience regarding the moderating role of brand congruity: evidence from an Iranian bank

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Negar Ashrafpour ◽  
Hakimeh Niky Esfahlan ◽  
Samad Aali ◽  
Houshang Taghizadeh
Keyword(s):  
Structural Equation ◽  
Banking Sector ◽  
Customer Experience ◽  
Equation Modeling ◽  
Content Type ◽  
Moderating Variables ◽  
Online Experience ◽  
East Azerbaijan ◽  
Functional Experience ◽  
Moderating Role

Purpose The purpose of this paper is to investigate the prerequisites of customer online experience and its outcomes in banks. Brand congruity is an important mediating variable in these connections. Design/methodology/approach A quantitative approach is used to test the model based on the literature review. The subjects are online customers of an Iranian bank, Bank Mellat, in East Azerbaijan Province, which is famous for its e-banking. Data analysis was conducted using structural equation modeling. Findings The results suggested that the prerequisites of customer experience affected customer experience, which was, in turn, divided into two components (affective experience and functional experience). Besides, brand congruity played a moderating role in the relationship between prerequisites and consequences. Research limitations/implications In the model, brand congruity was the only moderating variable and other moderating variables were excluded. Further, test results were related to a specific brand. Practical implications This paper explores how the behaviors of customers could be improved in the online context by concentrating on determinants of customer online experience. The paper offers implications for the improvement of customer online experience in service marketing, especially in banking. Originality/value This is the first study in Iran to use brand congruity as a way of surveying the perquisites and outcomes of online experience in banking. The findings expand the importance of brand congruity in online experience to the entire banking sector.

scholarly journals Phygital Banking – A Game Changer In Indian Banking Sector

2019 ◽  
Vol 8 (9) ◽  
pp. 289-292
Keyword(s):  
Banking Sector ◽  
Secondary Data ◽  
Customer Experience ◽  
Physical Interaction ◽  
Customer Journey ◽  
Human Interactions ◽  
Digital Services ◽  
Service Models ◽  
Game Changer ◽  
Changing World

Phygital banking is a mix of physical and digital entities at all critical interaction points is necessary to ensure a positive customer journey. ‘Phygital’ is about being inherently digital across all channels (physical and digital), operations and the very way banks are organized and manage their business. Banks that can craft a blend that effectively touches customer experience, operations, and delivery are most likely to thrive in a fast-changing world. Banking executives will need to rethink traditional branches and integrate digital into their service models. As banks continue to invest in technology, the value of human interactions remains a crucial success factor.The present depends on secondary data. The aim of the study is to know the importance of transformation of phygital banking and also understand the issues and challenges of digital banking. Therefore, a better model is needed – one that provides the best of both worlds by combining physical interaction with digital services. Realizing the opportunity, some banks today offer phygital services by transforming their branches and humanizing digital experiences

scholarly journals Customer experience management: New game strategy for competitiveness

2014 ◽  
Vol 3 (3) ◽  
pp. 52-60
Author(s):  
Sivave Mashingaidze
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Literature Review ◽  
Banking Sector ◽  
Customer Experience ◽  
Brand Experience ◽  
Extensive Literature ◽  
Chain Management ◽  
Customer Experience Management ◽  
The Relationship

The main objective of this article was to do an extensive literature review of articles on customer experience management to explain the relationship between customer experience management and its factors which are supply chain management, location experience, packaging and labeling experience, atmosphere, service mix experience, promotion, customer experience, brand experience, and price experience for recommendation to the banking sector in Zimbabwe. Five modules of customer experience management which are sense, feel, think, act, and relate have also been reviewed and explored in the literature review. Findings showed that customer experience management factors contribute very much as a strategy to competitiveness in business. The article concluded by suggesting and recommending the adopting of customer experience management as a new game strategy

scholarly journals Concept of Online Customers Experience in Digital Banking

2020 ◽  
Vol 12 (2) ◽  
pp. 79-86
Author(s):  
Dijana Medenica Mitrović ◽  
Milica Raičević
Keyword(s):  
Banking Sector ◽  
Customer Experience ◽  
Online Environment ◽  
The World ◽  
Questionnaire Online ◽  
Basic Concepts ◽  
Insight Into ◽  
Banking Operations

Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the constraints, and where the areas for improvement are.

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