Event Title

The impact of banks new alternative digital channels on customer satisfaction

Session

Information Systems and Security

Description

Artificial intelligence and new digital services of the banking sector are shifting the way financial products and services are accessed and used by bank clients. Innovative financial technologies introduced by banks are increasing options and improving customer comfort in the financial market.

In recent years, Kosovo banks have played an increasingly active role in supporting financial innovation through internal initiatives or external partnerships. Indeed, all banks are making significant investments in the digital financial technologies side of their business. These investments have significantly developed the way banks interact and connect with their clients and operate internally.

It seems clear that bank innovation allows the bank to reduce costs and creates a range of new opportunities that will allow banks to improve their performance in different ways. In particular, reducing the cost alone does not give a competitive advantage, and the focus has shifted to customer care experience. From this evidence, an analysis dedicated to the significant effects of bank innovation and general customer satisfaction in Kosovo commercial banks seems highly relevant.

However, existing literature on banking efficient performance focuses mainly on system efficiency in the delivery system. Other aspects, such as intangible value creation, received little attention, which created the idea to conduct a study from the Kosovo context to analyze the effects of banks' new alternative digital channels on customer satisfaction.

Keywords:

JEL Classification: G21, O14, G32

Proceedings Editor

Edmond Hajrizi

ISBN

978-9951-550-47-5

First Page

1

Location

UBT Kampus,Lipjan

Start Date

30-10-2021 12:00 AM

End Date

30-10-2021 12:00 AM

DOI

10.33107/ubt-ic.2021.111

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Oct 30th, 12:00 AM Oct 30th, 12:00 AM

The impact of banks new alternative digital channels on customer satisfaction

UBT Kampus,Lipjan

Artificial intelligence and new digital services of the banking sector are shifting the way financial products and services are accessed and used by bank clients. Innovative financial technologies introduced by banks are increasing options and improving customer comfort in the financial market.

In recent years, Kosovo banks have played an increasingly active role in supporting financial innovation through internal initiatives or external partnerships. Indeed, all banks are making significant investments in the digital financial technologies side of their business. These investments have significantly developed the way banks interact and connect with their clients and operate internally.

It seems clear that bank innovation allows the bank to reduce costs and creates a range of new opportunities that will allow banks to improve their performance in different ways. In particular, reducing the cost alone does not give a competitive advantage, and the focus has shifted to customer care experience. From this evidence, an analysis dedicated to the significant effects of bank innovation and general customer satisfaction in Kosovo commercial banks seems highly relevant.

However, existing literature on banking efficient performance focuses mainly on system efficiency in the delivery system. Other aspects, such as intangible value creation, received little attention, which created the idea to conduct a study from the Kosovo context to analyze the effects of banks' new alternative digital channels on customer satisfaction.