Measurement and impact of customer experience in banking sector

Chahal, Hardeep; Dutta, Kamani

doi:10.1007/s40622-014-0069-6

Cited by 74 publications

(92 citation statements)

References 30 publications

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“…With regard to previous research assessing brand experience in online and offline settings within the context of the banking sector it is worth noting both offline experiences in the banking sector [30][31][32] and online experiences in the banking sector [8,33,34].…”

Section: Brand Experiencementioning

confidence: 99%

The Effect of Brand Experience on Customers’ Engagement Behavior within the Context of Online Brand Communities: The Impact on Intention to Forward Online Company-Generated Content

2019

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The purpose of this study is to assess the antecedent role of brand experience (BE) in the intention to forward online company-generated content (CGC) within an online Islamic banking sector. The present study analyzed 387 valid responses collected through an online survey conducted among a number of online Islamic bank customers in Palestine. The results of this study revealed that BE has a stronger influence on customers’ intention to forward online company-generated contents. This research pioneers the empirical research in Palestinian Islamic banking systems exploring the instrumental role of BE on customers’ engagement behaviors, as well as the intention to forward online CGC. In addition, this research aims to fill the existing gap in the under-researched area of the online branding of Islamic banking services.

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Section: Brand Experiencementioning

confidence: 99%

The Effect of Brand Experience on Customers’ Engagement Behavior within the Context of Online Brand Communities: The Impact on Intention to Forward Online Company-Generated Content

2019

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“…The academic community has analyzed the impact of customer experience in the banking sector (Chahal and Dutta, 2015) and established that the improvement of customer experience affects the increase in satisfaction, word of mouth, and brand equity.…”

Section: Doživljaj Kupacamentioning

confidence: 99%

Online customer experience: Implications for digital banking

Štavljanin¹,

Pantović²

2017

Bankarstvo

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Prevod obezbedili autori RezimeBanke će se u narednom periodu susretati sa velikim izazovima. Neki od izazova su nedostatak diferencijacije, nelojalni kupci, novi netradicionalni konkurenti, uvećanje interakcija i očekivanja od digitalnih kanala. Mnoge konsultantske kuće, ali i akademska zajednica predlažu rešenje u vidu primene koncepta upravljanja doživljajem kupaca. Kao što istraživanja pokazuju veliki broj izazova dolazi iz onlajn okruženja, pa je neophodno da banke obezbede izuzetnost u onlajn okruženju primenom koncepta onlajn doživljaja kupaca. Kako bi se stvorio doživljaj, na bankama je da obezbede sve neophodne preduslove, koji mogu obuhvatati elemente na strani kontrole, procesa i sadržaja. Ovo može biti veoma težak posao ako se ne poznaju osnove, ali može biti i zahvalan posao koji će se odraziti na performanse poslovanja. Iako je fokus rada na onlajn doživljaju kupaca, i u razvijenim zemljama su retki "digitalni" kupci. Većina je multikanalno orijentisana i važan aspekt je multikanalna integracija i strategija usmerena na doživljaj kupaca. Rad predstavlja pregled literature u oblasti onlajn doživljaja kupaca, sa cijem upoznavanja javnosti sa konceptom kao i prikaza implikacija koje ovakav koncept ima na onlajn bankarstvo.Ključne reči: doživljaj kupaca, kupčev put, onlajn doživljaj kupaca, multikanalna integracija, digitalno bankarstvo JEL: D91, M15 SummaryBanks will be facing great challenges in the coming period. Some of these challenges are a lack of differentiation, disloyal customers, new non-traditional competitors, increased interaction and expectations from digital channels. Many consulting firms, but also the academic community, propose a solution in the form of implementing the concept of customer experience management. As research shows that a large number of challenges come from the online environment, it is necessary for banks to ensure excellence in the online environment by applying the concept of online customer experience. In order to create this experience, it is up to the banks to meet all the necessary antecedents, which can involve the elements in terms of control, processes and content. This can be a very difficult job if one is unfamiliar with the basics, but it could also be a rewarding job which will reflect on the business performance. Although the focus of the paper is online customer experience, even in the developed countries "digital" customers are rare. Most of them are multichannel oriented and an important aspect is the multichannel integration and the strategy focused on customer experience. This paper presents an overview of the literature in the field of online customer experience, with the aim of introducing the public with the concept as well as presenting the implications which this concept has for digital banking.Keywords: customer experience, customer's journey, online customer experience, multi-channel integration, digital banking JEL: D91, M15 U bankarskom sektoru su prisutni sve veći izazovi koji u žižu interesovanja stavljaju doživljaj kupaca. Kompanija E...

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“…Similarly, effective items in the core service factor include problem handling, responding quality, aesthetic, and empathy, which have a significant impact on creating 5 customer experience in banking sector. Behavioral characteristics affecting customer experience include concern and caring attitude, prompt customer service and error free bank services [26].…”

Section: Customer Experience In Banking Sectormentioning

confidence: 99%

The Impact of Generation Y’s Customer Experience on Emotions: Online Banking Sector

Loureiro

Sarmento

2017

Communications in Computer and Information Science

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Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers' market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russell's model of stimulus (S)-organism (O)-response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotinal responses in different ways. "Value for money", "Getting things right the first time" and "Put the consumer first" emerged as the most importance attributes for Generation Y in experiencing a bank.

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Measurement and impact of customer experience in banking sector

Cited by 74 publications

References 30 publications

The Effect of Brand Experience on Customers’ Engagement Behavior within the Context of Online Brand Communities: The Impact on Intention to Forward Online Company-Generated Content

The Effect of Brand Experience on Customers’ Engagement Behavior within the Context of Online Brand Communities: The Impact on Intention to Forward Online Company-Generated Content

Online customer experience: Implications for digital banking

The Impact of Generation Y’s Customer Experience on Emotions: Online Banking Sector

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