The Impact of Technology on Banking Sector and Customer Behavior
Session
Information Systems
Description
This research is aiming to examine the impact of technology on banking sector and customer behavior, as there is high trend in technology development and transformation in financial industry that could replace traditional banking services, that impact overall the behaviors of the customers.
Through literature review and survey, we did the assessment of impact in customers perception, in order to understand the significance of main touchpoints/channels of interaction between the private individual customers and the banks.
The quantitative research is done in Kosova market, since the literature review include also other countries, with focus in development countries.
Main findings show that customer experience platform has more significant impact on customers loyalty, or years spent with the bank, comparing to other electronic channels. The customers still value more the opportunity to give feedback of file complain easily for the services. As the e-banking platform or ATMs, do not have significant impact on the longevity of the customer with the financial institutions.
Keywords:
Banks, Technology, Customer.
Proceedings Editor
Edmond Hajrizi
ISBN
978-9951-550-50-5
Location
UBT Kampus, Lipjan
Start Date
29-10-2022 12:00 AM
End Date
30-10-2022 12:00 AM
DOI
10.33107/ubt-ic.2022.119
Recommended Citation
Metin, Hasan and Shkodra, Bujar, "The Impact of Technology on Banking Sector and Customer Behavior" (2022). UBT International Conference. 120.
https://knowledgecenter.ubt-uni.net/conference/2022/all-events/120
The Impact of Technology on Banking Sector and Customer Behavior
UBT Kampus, Lipjan
This research is aiming to examine the impact of technology on banking sector and customer behavior, as there is high trend in technology development and transformation in financial industry that could replace traditional banking services, that impact overall the behaviors of the customers.
Through literature review and survey, we did the assessment of impact in customers perception, in order to understand the significance of main touchpoints/channels of interaction between the private individual customers and the banks.
The quantitative research is done in Kosova market, since the literature review include also other countries, with focus in development countries.
Main findings show that customer experience platform has more significant impact on customers loyalty, or years spent with the bank, comparing to other electronic channels. The customers still value more the opportunity to give feedback of file complain easily for the services. As the e-banking platform or ATMs, do not have significant impact on the longevity of the customer with the financial institutions.