通过数字银行提高财务业绩和以客户为中心的驱动因素研究

IF 3.4 Q2 MANAGEMENT
Puneett Bhatnagr, Anupama Rajesh, Richa Misra
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引用次数: 0

摘要

目的本研究旨在根据与电子忠诚度、电子信任度和电子满意度相关的在线客户体验(OCE)结构,建立一个以客户为中心的模型,从而提高印度数字银行的净促进者得分。研究结果决定数字银行 OCE 的主要因素是感知到的客户中心地位、感知到的价值和感知到的可用性。此外,还使用重要性-绩效图分析法对相关构念进行了评估。研究局限性/启示本研究对使用数字银行服务的城市人口进行了便利抽样,因此,研究结果的普遍性可能有限。为了进一步加强数字银行业务,模仿其他国家的研究将很有价值。原创性/价值印度缺乏对数字银行和 OCE 的研究;因此,本研究将有助于纠正这一问题,同时提供有价值的见解。本研究与其他研究的不同之处在于,它将在线客户满意度、忠诚度、信任度和金融机构的底线作为因变量,而不是传统的衡量标准。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A study on driving factors for enhancing financial performance and customer-centricity through digital banking

Purpose

This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks.

Design/methodology/approach

This study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses.

Findings

The main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis.

Research limitations/implications

This study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries.

Originality/value

There is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.

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来源期刊
CiteScore
6.00
自引率
7.70%
发文量
21
期刊介绍: The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.
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