Communication in Banking Sector: A Systematic Review

Abstract

Background: Effective banking communication strengthens the relationship between customer, suppliers, stakeholders, manager, client, employees and board of directors. Banker’s experience on banking communication enhances banking system, employee’s behavior and core banking services facilities management. Banking communication improves organizational effectiveness through training, knowledge management, risk management, internal control system and data security management. In modern era, communication channel is transformed into electronic channel promoting e-banking which includes internet banking, mobile banking and e-payment system. Moreover, clerical work shifted into electronic form, which cut costs and satisfy customer.
 Objectives: This paper explores how banker’s experience effects on banking communication in commercial banks, which enhances their understanding level and determines effective communication in workplace.
 Methods: Extensive desk reviews followed by related literature werecarried out to gain better insight regarding the field of study.
 Findings: With the passage of time, computers and technologies have changed the traditional method of communication system. Banks are now using windows, world processing system, excel, computer operating system, DOS, database management system, data planning and database design, data security, internet, intranet, extranet service and email system which increase working performance.
 Conclusions: Bank managers need to understand importance of communication skills in order to increase effectiveness of internal communication between manager and employees.
 Implications: Commercial banks of Nepal requireto update in their communication practices and strategies in order to build proper channel which would help in communication between employees and management.

The Influence of E-Customer Relationship Management on Customer Experience in E-Banking Service

“…Likewise, Laketa et al (2015) indicated the necessity for banks to employ new communication channels such as social networks in creating integration within the communication channels they use, because the use of these networks will contribute to improving customer service and building strong relationships with customers. Shrestha et al (2019); Armstrong et al (2020) argued that effective banking communications with the customer will not be achieved without the use of electronic media, it is a prerequisite for exchanging messages and reaching a common understanding that will ultimately support the relationship between the two parties and improve the customer experience. Therefore, banks should constantly evaluate and reconsider their investments related to customer communications.…”

Promoting Effective Managerial Communication on Banking Sector in Kathmandu Valley: Cross Sectional Analysis

“…However, it is necessary to examine more carefully regarding the role of communication in participative decision making. According to Shrestha et al (2019) effective communication in banks promotes cooperation, increases efficiency, productivity, and job satisfaction. Further, it also increases external and internal communication between employees and managers.…”