Customer experience in omni-channel banking services
نویسندگان
چکیده
منابع مشابه
The Influence Of Mobile Channel On Customer Behavior In Omni-Channel Banking Services
As mobile phones and tablets are in widespread use, the emergence of mobile channel is changing the way customers interact with financial institutions. In this research, we empirically examine how the use of mobile devices can improve customer informedness and affect customer behavior in financial transactions. We use a large-scale customer transaction data obtained from one of the largest comm...
متن کاملIdentifying customer preferences in using e-banking services
Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks. The specific needs of customers and the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...
متن کاملIdentifying customer preferences in using e-banking services
Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks. The specific needs of customers and the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...
متن کاملData Analytics on Consumer Behavior in Omni-channel Retail Banking, Card and Payment Services
Innovations in financial services have created challenges for banks that Information Systems (IS) research can address. My interests involve transaction cost theory, substitution and complementarity theory, and consumer informedness theory to understand consumer behavior and firm performance in the omni-channel world of digital banking. At a high level, my research inquiry asks: How can financi...
متن کاملCustomer channel choices in retail banking: A test of individual differences for transactional services
With the introduction of self-service in the financial sector there have been made many assumptions about customer behaviour. Both practitioners and researchers have examined and proposed heuristics for distinguishing self-service customers from other customers. In banking this divide is usually made between Internet segments and branch segments (e.g. Mols, 1999). This paper is part of a resear...
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ژورنال
عنوان ژورنال: Journal of Financial Services Marketing
سال: 2018
ISSN: 1363-0539,1479-1846
DOI: 10.1057/s41264-018-0057-6