斯洛伐克大型银行电子银行服务创新比较

IF 1.2 Q4 MANAGEMENT
E. Loučanová, Miriam Olšiaková
{"title":"斯洛伐克大型银行电子银行服务创新比较","authors":"E. Loučanová, Miriam Olšiaková","doi":"10.21272/mmi.2022.4-01","DOIUrl":null,"url":null,"abstract":"At the time of digitization, the requirements of consumers are constantly increasing. Systematization of scientific sources and approaches and implemented surveys prove that new requirements impact the development of electronic innovations, which have also appeared in the banking sector. The digitization of provided banking services also represents innovations focusing on creating environmentally friendly innovations. Moreover, electronic banking has been used by clients of commercial banks for several years, as it represents easy access to finance, their overview, and other e-banking advantages. The opportunity to use the home environment is irreplaceable for many people. Wasting paper while providing banking operations in a brick-and-mortar branch or spending valuable time standing in a crowd of the bank’s clients is an unacceptable idea for many people, especially in the situation caused by the COVID-19 pandemic. This paper compares the electronic banking services of the three largest Slovak banks using the Kano model. The Kano model, through 5 categories of perceived quality by customers, expresses the relationship between their degree of satisfaction and quality attributes. These categories include one-dimensional, attractive, mandatory, reverse, and indifferent attributes of products creating quality. The individual categories of perceived quality change in accordance with the life cycle. They pass from indifferent through attractive, one-dimensional to the category of mandatory quality attributes. This paper focuses on selected types of provided services and innovations in electronic banking, drawing attention to the perception of risk by Slovak bank clients. The authors pointed out the differences among the services offered in individual banks provided within the portfolio of their services and the identification of customer requirements. The findings showed that the customers have not largely mastered the innovations, but they are nevertheless very important from the future perspective. The results of the research could be useful for bank managers to find the best way how to approach clients who approach innovations in banking with distrust and reluctance to adopt them.","PeriodicalId":45989,"journal":{"name":"Marketing and Management of Innovations","volume":null,"pages":null},"PeriodicalIF":1.2000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Comparison of Innovation in the Electronic Banking Services of the Largest Slovak Banks\",\"authors\":\"E. Loučanová, Miriam Olšiaková\",\"doi\":\"10.21272/mmi.2022.4-01\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"At the time of digitization, the requirements of consumers are constantly increasing. Systematization of scientific sources and approaches and implemented surveys prove that new requirements impact the development of electronic innovations, which have also appeared in the banking sector. The digitization of provided banking services also represents innovations focusing on creating environmentally friendly innovations. Moreover, electronic banking has been used by clients of commercial banks for several years, as it represents easy access to finance, their overview, and other e-banking advantages. The opportunity to use the home environment is irreplaceable for many people. Wasting paper while providing banking operations in a brick-and-mortar branch or spending valuable time standing in a crowd of the bank’s clients is an unacceptable idea for many people, especially in the situation caused by the COVID-19 pandemic. This paper compares the electronic banking services of the three largest Slovak banks using the Kano model. The Kano model, through 5 categories of perceived quality by customers, expresses the relationship between their degree of satisfaction and quality attributes. These categories include one-dimensional, attractive, mandatory, reverse, and indifferent attributes of products creating quality. The individual categories of perceived quality change in accordance with the life cycle. They pass from indifferent through attractive, one-dimensional to the category of mandatory quality attributes. This paper focuses on selected types of provided services and innovations in electronic banking, drawing attention to the perception of risk by Slovak bank clients. The authors pointed out the differences among the services offered in individual banks provided within the portfolio of their services and the identification of customer requirements. The findings showed that the customers have not largely mastered the innovations, but they are nevertheless very important from the future perspective. The results of the research could be useful for bank managers to find the best way how to approach clients who approach innovations in banking with distrust and reluctance to adopt them.\",\"PeriodicalId\":45989,\"journal\":{\"name\":\"Marketing and Management of Innovations\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":1.2000,\"publicationDate\":\"2022-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Marketing and Management of Innovations\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.21272/mmi.2022.4-01\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q4\",\"JCRName\":\"MANAGEMENT\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Marketing and Management of Innovations","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21272/mmi.2022.4-01","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 2

摘要

在数字化时代,消费者的要求也在不断提高。科学来源和方法的系统化以及实施的调查证明,新的要求影响了电子创新的发展,这也出现在银行部门。提供的银行服务的数字化也代表了以创造环境友好型创新为重点的创新。此外,电子银行已经被商业银行的客户使用了好几年,因为它代表了容易获得融资、他们的概述和其他电子银行的优势。对许多人来说,使用家居环境的机会是不可替代的。对于许多人来说,在实体分行提供银行业务时浪费纸张或花费宝贵的时间站在银行客户的人群中是不可接受的,特别是在COVID-19大流行造成的情况下。本文采用卡诺模型对斯洛伐克三大银行的电子银行业务进行了比较。Kano模型通过顾客感知质量的5个类别来表达顾客满意度与质量属性之间的关系。这些类别包括产品创造质量的一维属性、吸引力属性、强制性属性、反向属性和冷漠属性。感知质量的各个类别按照生命周期变化。它们从冷漠到吸引,从一维到强制性质量属性的范畴。本文侧重于电子银行所提供的服务和创新的选定类型,提请注意斯洛伐克银行客户对风险的感知。作者指出了各个银行在其服务组合内提供的服务和客户需求识别之间的差异。调查结果表明,客户并没有很大程度上掌握创新,但从未来的角度来看,它们仍然非常重要。这项研究的结果可能对银行经理们有用,帮助他们找到最佳方式,如何与那些对银行业创新持不信任态度、不愿采用创新的客户打交道。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Comparison of Innovation in the Electronic Banking Services of the Largest Slovak Banks
At the time of digitization, the requirements of consumers are constantly increasing. Systematization of scientific sources and approaches and implemented surveys prove that new requirements impact the development of electronic innovations, which have also appeared in the banking sector. The digitization of provided banking services also represents innovations focusing on creating environmentally friendly innovations. Moreover, electronic banking has been used by clients of commercial banks for several years, as it represents easy access to finance, their overview, and other e-banking advantages. The opportunity to use the home environment is irreplaceable for many people. Wasting paper while providing banking operations in a brick-and-mortar branch or spending valuable time standing in a crowd of the bank’s clients is an unacceptable idea for many people, especially in the situation caused by the COVID-19 pandemic. This paper compares the electronic banking services of the three largest Slovak banks using the Kano model. The Kano model, through 5 categories of perceived quality by customers, expresses the relationship between their degree of satisfaction and quality attributes. These categories include one-dimensional, attractive, mandatory, reverse, and indifferent attributes of products creating quality. The individual categories of perceived quality change in accordance with the life cycle. They pass from indifferent through attractive, one-dimensional to the category of mandatory quality attributes. This paper focuses on selected types of provided services and innovations in electronic banking, drawing attention to the perception of risk by Slovak bank clients. The authors pointed out the differences among the services offered in individual banks provided within the portfolio of their services and the identification of customer requirements. The findings showed that the customers have not largely mastered the innovations, but they are nevertheless very important from the future perspective. The results of the research could be useful for bank managers to find the best way how to approach clients who approach innovations in banking with distrust and reluctance to adopt them.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
7.70%
发文量
9
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信