arbiter
JournalsPricingAccount

Impact of digitalisation on customer experience management in retail banking

Vyankatesh Adke et al.

International Journal of Electronic Banking2024https://doi.org/10.1504/ijebank.2024.136840article
ABDC C
Weight
0.57

What the paper says

The rise of Fintech and Bigtech firms have significantly contributed to growth in financial services in Southeast Asia; being further boosted by open finance initiatives instituted by regulators. The main aim here is to offer integrated financial services by making customer experiences fully digital, frictionless, and anticipatory to customer needs, based on digital technologies such as cloud, 5G and artificial intelligence (AI) infusion. This is now challenging retail banks to embark on complex digital transformation journeys by balancing costs and accrued benefits. By analysing existing literature on advancements in digital technologies and the impact thereof on consumer behaviours and customer experience measures, the study presents key insights in the form of a conceptual framework on key factors to consider for improving customer experience that can help retail banks. The scope of the study is limited to Singapore and Indonesia, but the outcomes could be beneficial to adjacent markets in Southeast Asia.

7 citations

Open paper page →

Cite this paper

https://doi.org/https://doi.org/10.1504/ijebank.2024.136840

Or copy a formatted citation

@article{vyankatesh2024,
  title        = {{Impact of digitalisation on customer experience management in retail banking}},
  author       = {Vyankatesh Adke et al.},
  journal      = {International Journal of Electronic Banking},
  year         = {2024},
  doi          = {https://doi.org/https://doi.org/10.1504/ijebank.2024.136840},
}

Paste directly into BibTeX, Zotero, or your reference manager.

Flag this paper

Impact of digitalisation on customer experience management in retail banking

Flags are reviewed by the Arbiter methodology team within 5 business days.

Evidence weight

0.57

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.60 × 0.4 = 0.24
M · momentum0.68 × 0.15 = 0.10
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.