scholarly journals Digital Transformation of the Greek Retail Banking: An Evaluation of Systemic Banks’ Websites

2018 ◽  
Vol 9 (2) ◽  
pp. 117 ◽  
Author(s):  
John Mylonakis
Keyword(s):  
Banking Sector ◽  
Retail Banking ◽  
Digital Transformation ◽  
Economic Conditions ◽  
Customer Choice ◽  
Technological Developments ◽  
Greek Banks

Digital transformation seems to have been materialized to a large extent by Greek Banks, which continue to innovate in Retail Banking continuously improving their websites and customer choice options. It is important to mention that the Banking sector in Greece has gone on the same footing as banks abroad and is barely able to provide services and services, despite the adverse economic conditions. The paper examines the advantages, disadvantages and the role of the various factors that generally apply to the digital transformation of the Banking Sector. The research revealed that the banking sector in Greece seems to have followed the worldwide technological developments and has made the necessary changes to turn any digital achievements into its own benefit.

scholarly journals The role of digital transformation on e-learning at King Khalid University considering the Corona pandemic covid 19: دور التحول الرقمي في تفعيل التعليم الإلكتروني في جامعة الملك خالد خلال جائحة كورونا (COVID-19)

2021 ◽  
Vol 5 (21) ◽  
pp. 122-103
Author(s):  
Asia Yaqoub Al Hadi Abdul Khair Asia Yaqoub Al Hadi Abdul Khair
Keyword(s):  
Rapid Development ◽  
Rapid Change ◽  
Electronic System ◽  
Digital Transformation ◽  
Digital Learning ◽  
Educational Methods ◽  
Technological Developments ◽  
E Learning ◽  
Digital Processes

The study aimed to identify the important role that digital transformation plays in activating and developing e-learning, as digital transformation has radically changed in all fields, especially in the field of education, as it allowed the emergence of modern educational methods and methods. With the rapid development in the world of technology and the trend of governments and institutions towards digital in all their services by providing digital services in a smooth and easy way that saves effort, time and money for the beneficiaries, in our current era all institutions have been keen to adopt the concept of digital transformation by replacing traditional digital processes, and developing plans and strategies to ensure the achievement of Its objectives are of quality and efficiency, as the digital transformation is able to create a competitive and attractive technical environment that achieves the highest levels of quality at the lowest costs, and that the spread and use of everything digital has accelerated over the past ten years Several challenges have imposed on traditional education, especially in light of the Corona pandemic (Covid-19), which makes relying on traditional educational methods difficult, so the study came with the aim of identifying the role of digital transformation (digital learning) at King Khalid University on the development and effectiveness of e-learning in light of the pandemic The paper followed the inductive approach and the qualitative approach. Observation, reports, documentary information and King Khalid University websites were used to collect data. The concepts of digital transformation as well as e-learning were addressed, and then a set of results were reached. King Khalid University is distinguished by the existence of an effective electronic system, that the technical environment for information technology has enabled King Khalid University to face the rapid change in the work environment, and the study concluded some recommendations. One of them is that digital transformation is no longer an option, rather it has become a necessity, so it is necessary to keep pace with technological developments and to benefit from them in the transformation towards digital learning.

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Behrooz Ghlichlee ◽  
Fatima Bayat
Keyword(s):  
Business Performance ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Business Trend ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among the key factors affecting business performance (BP) in this sector of the banking industry. The purpose of this paper is to improve management decisions to enhance BP through examining the relationship between the frontline employees’ engagement and BP while taking into account the mediating effect of customer-oriented behaviors on this relationship. Design/methodology/approach A quantitative approach was adopted to conduct the present study, and the respondents were sampled from a large commercial bank in Iran using a structured questionnaire. Overall, 50 branch managers and 90 frontline employees were selected using random sampling. A confirmatory factor analysis was conducted to ascertain the validity and reliability of the observed items and a structural equation model was used for testing the proposed hypotheses and research framework. Findings The findings showed that customer-oriented behaviors mediated the relationship between the frontline employees’ engagement and bank’s branches’ BP. Higher levels of the frontline employees’ engagement enhance the customer-oriented behaviors. It was revealed that the frontline employees are engaged in their job and organization. Moreover, the engaged frontline employees listen carefully to customers, the customer’s problem is important to them and they complete their tasks precisely for customers. It has been confirmed that customer-oriented behaviors enhance branches’ BP. The bank frontline employees’ engagement and customer-oriented behaviors, in turn, affected the bank’s branches’ financial performance, process performance and employee performance compared with the bank’s key competitors. Research limitations/implications This study highlights the value of empirically establishing how employee customer-oriented behaviors are affected by employee engagement as an integrative construct bringing together BP. Practical implications This study can help improve BP by increasing the frontline employees’ engagement and their customer-oriented behaviors. This study suggests that organizations using the findings of this study could effectively assess their frontline employees’ engagement and their customer-oriented behaviors and then plan for improving them. Social implications This study offers a customer-oriented initiative as a social responsibility to be considered by retail banks. In light of the social exchange theory, the banks valuing customer-oriented can provide employees with knowledge, skills, values and support to develop motivation and abilities to demonstrate customer-oriented organizational citizenship behaviors. Originality/value Previous studies demonstrated that the employees’ engagement affects their customer-oriented behaviors. In addition, studies have referred to the effect of employees’ customer-oriented behaviors on BP. However, to the best of the knowledge, key questions regarding how the employees’ engagement at the branch level fosters customer-oriented behaviors and, in turn, the bank’s branches’ BP, remain unanswered. Hence, this study contributes to the investigation of the mediating role of the frontline employees’ customer-oriented behaviors in the relationship between their engagement and branches’ BP in the retail banking sector.

Corporate reputation and retail bank selection: the moderating role of brand image

2019 ◽  
Vol 48 (2) ◽  
pp. 109-127 ◽  
Author(s):  
Bedman Narteh ◽  
Mahama Braimah
Keyword(s):  
Service Provider ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Banking Sector ◽  
Brand Image ◽  
Retail Banking ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

Purpose Even though scholars have proposed multiple dimensions to measure corporate reputation, the relationship between these dimensions and service provider selection has received a dearth of research. Moreover, the moderating role of brand image on this relationship has hardly been considered. The purpose of this paper is to fill these gaps in the literature. Design/methodology/approach The study employed a quantitative approach, collecting data from 540 retail bank customers using surveys. Results were analyzed using structural equation modelling in AMOS. Findings The study found out that emotional engagement, corporate performance, customer centricism and service quality directly predicted customer selection of retail banks in Ghana. The results further indicated that brand image moderates the relationship between social and ethical engagement, which was not directly significant and bank selection. Practical implications The findings of the study indicate that some of the dimensions of corporate reputation have a direct impact on bank selection by customers, and that brand image could also be used to improve social and ethical dimension of corporate reputation to ensure bank selection by retail customers. The study thus provides practical guidelines for managing corporate reputation to achieve retail bank selection in Ghana. Originality/value The paper provides support to some of the prior studies on corporate reputation in the retail banking sector. Thus, the study provides useful insights into how corporate reputation can be managed to ensure service provider selection by retail bank customers.

scholarly journals DIGITAL TRANSFORMATION (DIGITALIZATION) OF LIBRARIES IN UKRAINE: CURRENT STATE AND PERSPECTIVES

2021 ◽  
pp. 50-56
Author(s):  
Olga Ivashkevych
Keyword(s):  
Digital Transformation ◽  
Public Access ◽  
Scientific Methods ◽  
Current State ◽  
Long Run ◽  
Generation Theory ◽  
Technological Developments ◽  
Key Aspects ◽  
Library User

The purpose of the article is to define and highlighting the role of digital transformation (digitalization) for libraries in the long run: efficiency and problems. Methodology. In the process of research scientific methods of analysis, synthesis, generalization of digitalization of the library industry are applied and the influence of digitalization on the formation of innovations of models of relations library-user taking into account today's civilizational challenges is determined. The scientific novelty The research consists in the analysis of online perspectives in the work of the library industry with an emphasis on key aspects of the dynamics of digital transformation (digitalization): new mobile (electronic) applications, services, application of sharing models. Further key vectors are substantiated and specific most problematic issues of digital transformation of libraries are identified. Conclusions. As a result of the research, today's steps on digitization in libraries, features of the use of platforms, virtual environment services, and sharing products were considered. The tendencies concerning the further steps in the increase of rates of digitalization are investigated. Proved: the practice of digitalization of libraries is especially relevant during the COVID pandemic period, which contributes to public access to information, self-education, as well as access to advanced technological developments, the transformation of libraries taking into account requests, according to generation theory, formation of new digitalization focus of library practices and modifications of library activities.

scholarly journals The Role of Agile Managers’ Practices on Banks’s Employees Performance in The Kingdom of Bahrain

2021 ◽  
pp. 70-90
Author(s):  
Noor S.J.I. Ahmed ◽  
Wajeeh Elali
Keyword(s):  
Banking Sector ◽  
Economic Conditions ◽  
Positive Development ◽  
Organizational Transition ◽  
Management Reform ◽  
Bank Managers ◽  
Different Types ◽  
Internal Change ◽  
Private Banking

This paper explores the significance of managers' impact on the level of employee success in the banking sector in the Kingdom of Bahrain, the contribution of managers to successful banks as agile managers, and argues that management reform in a crisis such as the Covid-19 pandemic can be done well by managers. The banks positively by managers who possess the employees' imagination and technical innovation skills, which makes the employees capable of facing the different types of challenges and difficulties they encounter in an unexpected or anticipated way, who constitute vital components in the continuity and progress of the organizational transition in a volatile economy. With the arrival of the Covid-19 pandemic, institutions all over the world have attempted to respond successfully to transition, and banks have been especially hard hit by self-responses. These methods, however, have shown for agile management the potential to excel under and survive global economic conditions. This paper examines current research on the role of bank managers in the positive development of internal change during crisis situations. The findings revealed that assisting managers in the private banking industry is critical to instilling a sense of transformation in other direct and related parties within the company. As a result, this paper leads to clarifying successful employee assessment by inspiring managers to them which led to the performance of the most effective managers from the old conventional managers who were happy with the banks after these new circumstances that inspired new managers to the imagination and innovation through prior expectations. 

The Role of Internet Banking in the Presentation and Marketing of Financial Services and Products in a Digital Environment

2020 ◽  
pp. 162-183
Author(s):  
Berrin Arzu Eren
Keyword(s):  
Financial Institutions ◽  
Financial Services ◽  
Banking Sector ◽  
Internet Banking ◽  
The Internet ◽  
Advantages And Disadvantages ◽  
The World ◽  
Technological Developments ◽  
Use Of Internet

This study aims to reveal the advantages and disadvantages offered by internet banking to financial institutions and their customers as well as the reasons why customers use/do not use internet banking. For this purpose, customers' perspectives on internet banking are presented to the reader in the past and present by statistics. This research points out that many customers of the bank around the world still do not use the internet. Hence, internet banking is not an option. Therefore, in this study, suggestions are made to enable the use of internet banking by the wider masses. In addition to internet banking, technological developments and digital innovations in the banking sector are mentioned in the chapter, and the evolution of internet banking is pointed out.

Building brand equity in retail banks: the case of Trinidad and Tobago

2014 ◽  
Vol 32 (4) ◽  
pp. 300-320 ◽  
Author(s):  
Meena Rambocas ◽  
Vishnu M. Kirpalani ◽  
Errol Simms
Keyword(s):  
Customer Satisfaction ◽  
Trinidad And Tobago ◽  
Brand Equity ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Mediating Role ◽  
Market Expansion

Purpose – The purpose of this paper is to investigate an integrated model mapping the influence of brand affinity, customer experience, and customer satisfaction on brand equity in retail banking. Design/methodology/approach – Data were collected from 315 banking customers in Trinidad and Tobago through personally administered structured questionnaires and analyzed with Structural Equation Modelling. Findings – The findings showed the mediating role of customer satisfaction in brand equity relationships. The results also showed the pivotal role of brand affinity, customer satisfaction, and service experience in explaining brand equity. Practical implications – The study provides an integrated approach to brand building. It also offers an objective framework brand owners can use to evaluate marketing investments. It also provides a clear brand differentiation strategy for bank brands. Finally, it introduces cross-cultural research in brand equity which can be a useful competitive tool for indigenous banks and foreign banks seeking market expansion strategies. Originality/value – This research is one of the few studies that analyzed brand equity in retail banking. It advanced a brand equity framework that explores the mediating role of customer satisfaction and provides a guide to uplift perceptions and stimulate customer confidence in the banking sector.

scholarly journals Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

2018 ◽  
Vol 43 (2) ◽  
pp. 92-105 ◽  
Author(s):  
Suhail A. Bhat ◽  
Mushtaq A. Darzi ◽  
Shakir H. Parrey
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Future Research ◽  
Service Firms ◽  
Executive Summary ◽  
Customer Trust

Executive Summary The competition among the organizations is increasing continuously and there has been a rapid shift in the business process deliverance. Financial service firms are striving to improve their business processes by liaising with customers to survive and compete successfully. The literature has obstinately emphasized on the utmost importance of trust and loyalty to survive in the financial sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the retail banking sector. The causal relationships existing between CKM, satisfaction, trust, and loyalty are explored. The mediating role of customer trust in the knowledge–loyalty and satisfaction–loyalty relationships is also explored. The data has been collected randomly from 412 customers of a private bank through survey by questionnaire. The research instrument has been developed and purified through factor analysis (confirmatory factor analysis). Structural equation modelling (SEM) has been employed to examine the causal relationship and fitness of the proposed model. The findings of the study reveal that CKM and satisfaction positively impact customer trust, and customer trust has a significant impact on loyalty. Besides, trust partially mediates the effect of knowledge and satisfaction on loyalty. The findings of the study are valuable to managers and strategists in understanding customer need in order to formulate the relevant customer loyalty programmes. However, the study focused on retail banking sector and uses data from a single bank only. Future research may evaluate the generalizability of findings across other banks as well as other nationalities. The main contribution of this study is to the loyalty literature by empirically validating the identified antecedents and demonstrating their role in managing loyalty. Furthermore, the study provides some valuable insights into the relational exchanges between variables wherein some inferences are derived from results regarding trust and loyalty.

BANKING SECTOR DIGITALIZATION: TRENDS OF DEVELOPMENT AND ECONOMIC SECURITY

2021 ◽  
Vol 1 (9) ◽  
pp. 93-98
Author(s):  
N. F. KUZOVLEVA ◽  
◽  
N. V. TARASOVA ◽  
Keyword(s):  
Financial Services ◽  
Banking Sector ◽  
Central Banks ◽  
Economic Security ◽  
Digital Transformation ◽  
Special Role ◽  
Security Risks ◽  
Domestic Credit ◽  
Transformation Processes

The article is devoted to the current problems of digitalization in the banking sector including ensuring of economic security in connection with introduction of digital currencies by central banks. Emphasized is special role of credit and financial organizations in development of digital banking technologies. Economic security risks of the banking sector arising in the process of introducing digital financial services are noted. The article gives an assessment of the level of development of digital transformation processes of the domestic credit and banking sector.

Impact of the Digital Transformation Process on Bank Relationships With Customers

2021 ◽  
pp. 61-68
Author(s):  
C. Suresh
Keyword(s):  
Banking Sector ◽  
Banking Industry ◽  
Transformation Process ◽  
Digital Transformation ◽  
Modern World ◽  
Digital Era ◽  
The Relationship

Modern world digitalization is inevitable. The role of digitalization in the banking sector has altered customers' preferences and demands. The latest innovation and developments in the digital era have affected the banking industry and the effects on the relationship between customers and banks. The banks' new digital focus has to be aligned with other factors in the banks for them to function effectively. The purpose of this study is to investigate how the banks' relationship with customers is affected by this digital focus. It indicates that the relationship with customers has become less personalized and more automated. It also shows that an alignment in the bank has contributed to increased satisfaction among digitally oriented customers.

Sign in / Sign up

Export Citation Format

Share Document