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Relevant bibliographies by topics / Bank Customer

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Dissertations / Theses
Books
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Academic literature on the topic 'Bank Customer'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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Journal articles on the topic "Bank Customer"

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Sulistiawaty, Deska, Sri Indarti, and Eka Armas Pailis. "EFFECT OF PRODUCT QUALITY, SERVICE QUALITY AND PROMOTION ON CUSTOMER SATISFACTION AND SAVING DECISIONS IN PT. BANK RIAU KEPRI." Jurnal Manajemen dan Bisnis 10, no. 1 (2021): 36–47. http://dx.doi.org/10.34006/jmbi.v10i1.252.

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Changes in the banking industry are increasingly fast making banks have to respond to everything that happens, the main problem facing banks today is retaining customers and being closer to customers and making customers loyal so that the bank can develop. The research was conducted at PT Bank Riau Kepri Main Branch. The aim is to determine the direct effect of product quality, service quality and promotion on customer satisfaction and the decision to save back at PT. Bank Riau Kepri. This study took a sample of 400 customers. The variables used are product quality, service quality, prom

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Ahmed, Irfan, Shahid Mahmood ., and Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products." Journal of Economics and Behavioral Studies 4, no. 5 (2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.

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The present study focuses on finding out the main attributes that determine the customerâ€™s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regress

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Aprilia, Della, and Agus Zainul Arifin. "Pengaruh Customer Experience dan Customer Loyalty terhadap Financial Performance pada Layanan Digital Bank dari Perspective Customer." Jurnal Manajemen Bisnis dan Kewirausahaan 6, no. 5 (2022): 548–53. http://dx.doi.org/10.24912/jmbk.v6i5.20322.

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The Covid-19 pandemic has changed people’s transaction patterns from offline to online. With this pattern of changes, many mini banks have been transformed into digital banks. However, not all digital banks can attract customers, so the digital bank business expansion failed. For example, the failure of several digital banks in developed countries such as Germany and the UK. Therefore, digital banks need to attract customers to do the transaction and be active in transactions by increasing positive experiences and customer loyalty as an effort to retain new customers trying to use the applicat

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Yosaphat, Patrick Delano Fernadez Waiwurin Safrianus Monika Prisilia Sarah Stefanus Don Rade. "Pertanggungjawaban Bank serta Perlindungan Hukum Terhadap Nasabah Yang Kehilangan Uang Dalam Bank." Madani: Jurnal Ilmiah Multidisiplin 1, no. 6 (2023): 292–99. https://doi.org/10.5281/zenodo.8121665.

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<em>This study aims to study the operational security standards of bank services that can result in losses for customers and bank responsibilities related to customer losses for loss of customer money stored in bank accounts. The method used is a type of normative research using a statutory approach, especially banking regulations. Studies show that a standard bank security system that is less than optimal allows for skimming, phishing, system errors, or human errors that can be detrimental to depositors. Regulatory protection for savers with regard to using their savings in bank accounts can

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Mochamad, Bayhaqy, and Fitrisia Septiarini Dina. "2 YEARS AFTER MERGERS: SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY BANK SYARIAH INDONESIA CUSTOMERS." Airlangga International Journal of Islamic Economics and Finance 6, no. 01 (2023): 55–76. http://dx.doi.org/10.20473/aijief.v6i01.45910.

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   After going through the transition period until the second year, Bank Syariah Indonesia has some tasks to be carried out after mergers with three established sharia banks that have different sectors and backgrounds of customers, making it somewhat challenging for Bank Syariah Indonesia to maintain service quality, satisfaction, and loyalty from customers of the three previous banks. This study is quantitative research; data from distributed questionnaires online to Bank Syariah Indonesia customers that have used Bank Mandiri Syariah, Bank BRI Syariah, and Bank BNI Syariah

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Nur, Yuswari, Salim Basalamah, Baharuddin Semmail, and Sabri Hasan. "The Influence of Bank Image, Accessibility, and Customer Relationship Management on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City." International Journal of Professional Business Review 8, no. 9 (2023): e03640. http://dx.doi.org/10.26668/businessreview/2023.v8i9.3640.

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Purpose: To test and analyze partially the effect of bank image, accessibility, and customer relationship management on customer satisfaction at Islamic banks in Makassar City. To test and analyze the partial effect of bank image, accessibility, and customer relationship management on customer loyalty through customer satisfaction at Islamic banks in Makassar City. Theoretical framework: To test and analyze partially the effect of bank image, accessibility, customer relationship management, and customer satisfaction on customer loyalty at Islamic banks in Makassar City Design/Methodology/Appro

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Olowo, Samson Oluwole, Ikenna Theodore Nnoli, A. Alao Ajibola, M. Adeniyi Oresanwo, O. Christiana Hassan, and A. Olusola Adewole. "Customers–Bankers Relationship and Bank Performance in Nigeria: An Appraisal of Bank Services." Bells University of Technology Journal of Management Science 1, no. 2 (2021): 167–76. https://doi.org/10.5281/zenodo.10202174.

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The study examined the customers/banker's relationship and bank performance in Nigeria: Anappraisal of Bank services. The specific objectives are Customer demand, Informationtechnology, banker/customer, bank services and bank performance. Primary data weresourced through the use of a structured questionnaire while one hundred and twentyquestionnaires were administered to customers of which eighty were returned and used for thisresearch. Both descriptive and inferential statistics were used. The descriptive involvedfrequency and percentage while inferential are regression and Correlation analys

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Ivainaroh, Rika Ema, and Luthfi Hadi Aminuddin. "Customer Service for Customers at Bank Syariah Indonesia Ngawi Sub-Branch." Falahiya: Journal of Islamic Banking and Finance 1, no. 1 (2022): 1–10. http://dx.doi.org/10.21154/falahiya.v1i1.584.

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The competition felt by Bank Syariah Indonesia KCP Ngawi is very tight and Bank Syariah Indonesia KCP Ngawi tries to provide services. Therefore, further research is needed on the services provided. The main objective of this study is to analyze good service practices, service strategies and the impact of service strategies used by Bank Syariah Indonesia KCP Ngawi. The method used is qualitative by using the type of field research. The research was conducted by collecting data through interviews by interviewing customers and customer service of Bank Syariah Indonesia KCP Ngawi. The results of

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Muchimba, Chrislay Michelo, and Muchemwa Sinkala. "An Investigation of the Effect of Service Quality on Customer Satisfaction: A Case of Zanaco Bank." African Journal of Commercial Studies 4, no. 3 (2024): 178–85. http://dx.doi.org/10.59413/ajocs/v4.i3.1.

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The key to surviving in a global market is to focus on quality of service to customers. Every organization should focus on providing quality service to its customers. ZANACO Bank has implemented several service quality features and systems such as: B. changing the interior design of bank buildings, investing in technologies and bringing services closer to customers through ZANACO express agents, mobile banking and opening new branches. Therefore, the study examined the impact of service quality on customer satisfaction using ZANACO Bank as an example. A survey of 397 customers of ZANACO Bank w

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Pandu, Muhammad, and Nuraini. "Menuju Bank Syariah : Demografi Nasabah Dalam Pemilihan Bank." Jurnal Ekonomi Syariah dan Pariwisata Halal 3, no. 2 (2024): 63–72. https://doi.org/10.70371/jseht.v3i2.177.

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Apart from management, sharia banks also need to pay more attention to customer characteristics, especially customer criteria in choosing sharia banking services. This is an important issue that needs to be explored by Islamic banks, especially to attract customers from traditional banks which face intense competition. In the banking sector, competition between banks must be effective in order to be successful. Banks with high profitability have high market power. In other words, customers are very important for the success of a bank, including sharia banks. The aim of this research is to dete

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Dissertations / Theses on the topic "Bank Customer"

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Drakulic, Dejana, and Kristina Kasljevic. "CUSTOMER LOYALTY - A customer loyalty comparison within a niche bank and a traditional bank. : A comparative empirical study of Länsförsäkringar Bank and Swedbank." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-32367.

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Nourallah, Mustafa. "A mobile bank application loyalty model : The young bank customer perspective." Licentiate thesis, Mittuniversitetet, Institutionen för ekonomi, geografi, juridik och turism, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-38210.

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This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic qu

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Cutcher, Leanne. "Banking on the customer customer relations, employment relations, and worker identity in the Australian retail banking industry /." Connect to full text, 2004. http://hdl.handle.net/2123/632.

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Thesis (Ph. D.)--University of Sydney, 2004.<br>Title from title screen (viewed 8 May 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Discipline of Work and Organisational Studies, School of Business, Faculty of Economics and Business. Includes bibliographical references. Also available in print form.

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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.

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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose

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Wei, Sijia, and Jingxian Lu. "Determinants of Swedish Bank Selection Choices by International students." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-15487.

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Aim: This study aims to explore bank selection criteria employed by international students in Gavle, Sweden. Methodology: Data was collected through semi-open structure questionnaire. The researchers do sampling a total of 101 students in the University of Gavle. After data collection through questionnaire, data was analyzed through SPSS19 software. A non-probabilistic convenience sampling was employed and data was analyzed to be refined and reduced in a manageable way. Conclusion: There are four factors which are the main reasons in influencing international students choosing banks in Sweden.

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Chiu, Mun-chi Ruby, and 趙敏芝. "Improving marketing performance through customer satisfaction: Hongkong Bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268705.

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Chiu, Mun-chi Ruby. "Improving marketing performance through customer satisfaction : Hongkong Bank /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876518.

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Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.

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In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to d

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Ntsunguzi, Carol Ntombemhlophe. "Assessing relationship management in Meeg bank in East London." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1147.

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Quality of service becomes the main avenue that could be used to gain sustainable competitive advantage. This is due to the fact that the environment within which organisations operate continues to change with respect to customer expectations. The financial sector, in particular the banking industry is not left behind and players in this industry also strive to “up their game” in the competitive market-place. It has become increasingly important for organisations to find ways, not only to reach the top, but to maintain on-going long-term relationship with their customers. This can result in lo

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Gibson, Mark. "Developing a customer-driven market position for a bank." The Ohio State University, 1991. http://rave.ohiolink.edu/etdc/view?acc_num=osu1272392652.

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Books on the topic "Bank Customer"

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Tenenbaum, David. Customer service for bank personnel. American Bankers Association, 1989.

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Grubbs, M. Ray. Customer service renaissance: Lessons from the banking wars. Bankers Pub. Co., 1991.

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M, Mozwecz Ellen, Neff Dennis C, Bank Administration Institute, and Robert Morris Associates, eds. Customer profitability analysis: A tool for improving bank profits. 2nd ed. Bank Administration Institute, 1985.

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United States. Internal Revenue Service., ed. Bank, post office and library: Customer guide for volunteer forms distribution customers. Internal Revenue Service, 1994.

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American Bar Association. UCC Committee. and American Bar Association. Section of Business Law., eds. The model bank customer agreement for funds transfer. American Bar Association, 1994.

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Svigals, Jerome. Bank branching 2000. Lafferty Publications, 1990.

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1960-, Uppal R. K., ed. Customer relationship management in Indian banking industry. New Century Publications, 2008.

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Singhal, Sushila. Banks and customers: A behavioural analysis. Shri Ram Centre for Industrial Relations & Human Resources, 1987.

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Carpenter, Keith. Global customer access at Chase Manhattan. Information Management Forum, 1999.

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Mrkvicka, Edward F. The bank book. Perennial Library, 1989.

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Book chapters on the topic "Bank Customer"

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Omarini, Anna. "The Modern Bank Customer." In Retail Banking. Palgrave Macmillan UK, 2015. http://dx.doi.org/10.1057/9781137392558_5.

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Kudernatsch, Daniela. "Balanced Scorecard als Steuerungsinstrument — Direkt Anlage Bank." In Customer Care Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-88933-1_8.

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Meier, Henri B., John E. Marthinsen, Pascal A. Gantenbein, and Samuel S. Weber. "Swiss Bank (Customer) Secrecy and the International Exchange of Information." In Swiss Finance. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23194-0_4.

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AbstractSwiss banking secrecy dates back more than 300 years. In 1934, the Federal Act on Banks and Savings Banks made the unauthorized disclosure of confidential bank customer information a federal crime. Because bank secrecy could shield illegal financial activities, the Swiss government, Swiss banks, Swiss Bankers Association, and central bank have taken significant steps to halt tax evasion, insider trading, market and share price manipulation, money laundering, organized crime, financing terrorism, and corruption (bribery). In December 2015, the government implemented the Federal Act on t

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Rajola, Federico. "Main Benefits and Organizational Impacts of CRM within the Bank." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_8.

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Bukh, Per Nikolaj D., Niels Peter Mols, and Per Blenker. "Choosing a Cash Management Bank: Customer Criteria and Bank Strategies." In Global Cash Management in Europe. Palgrave Macmillan UK, 1998. http://dx.doi.org/10.1007/978-1-349-14662-8_7.

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Weerabahu, Dinithi, Agra Gamage, Chathurya Dulakshi, Gamage Upeksha Ganegoda, and Thanuja Sandanayake. "Digital Assistant for Supporting Bank Customer Service." In Communications in Computer and Information Science. Springer Singapore, 2019. http://dx.doi.org/10.1007/978-981-13-9129-3_13.

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Rajak, Akash, Ajay Kumar Shrivastava, Vidushi, and Manisha Agarwal. "Learning Paradigms for Analysis of Bank Customer." In Advances in Intelligent Systems and Computing. Springer Singapore, 2022. http://dx.doi.org/10.1007/978-981-16-4538-9_12.

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Oktaviana, Ulfi Kartika, and Titis Miranti. "Sustainability of Religious-Based Bank: Customer-Centric and Islamic Bank Governance." In Advances in Social Science, Education and Humanities Research. Atlantis Press SARL, 2023. http://dx.doi.org/10.2991/978-2-38476-002-2_63.

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Heck, Karin. "Ganzheitliches Customer Relationship bei der Direkt Anlage Bank AG." In Customer Relationship Management in der Praxis. Springer Berlin Heidelberg, 2000. http://dx.doi.org/10.1007/978-3-642-58356-8_5.

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Lindgren, John H., and John M. Gwin. "Bank Customer Contact Personnel: Training Needs and Issues." In Proceedings of the 1986 Academy of Marketing Science (AMS) Annual Conference. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11101-8_80.

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Conference papers on the topic "Bank Customer"

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Bhuria, Ruchika, and Srinivas Aluvala. "Predicting Bank Customer Churn: An XGBoost Approach to Enhancing Customer Retention." In 2025 3rd International Conference on Advancement in Computation & Computer Technologies (InCACCT). IEEE, 2025. https://doi.org/10.1109/incacct65424.2025.11011351.

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Arasy, Dustin Bijou, Shamgar Eugene T'sidkenu Widjaja, Ivan Sebastian Edbert, and Derwin Suhartono. "Machine Learning Approaches for Analyzing Bank Customer Complaints." In 2024 International Conference on Computer Engineering, Network, and Intelligent Multimedia (CENIM). IEEE, 2024. https://doi.org/10.1109/cenim64038.2024.10882707.

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Beedhi Reddy, Hemanth Kumar, and M. Vijay Anand. "Customer Segmentation and Retention Strategies for Bank Using Machine Learning." In 2024 International Conference on Recent Innovation in Smart and Sustainable Technology (ICRISST). IEEE, 2024. https://doi.org/10.1109/icrisst59181.2024.10922047.

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C, Jothi Kumar, Akkash Anumala, Siva E.P, and Bhuvanesh E.S. "Bank Customer Churn and Extra Benefits Prediction Using Machine Learning Model." In 2024 Second International Conference on Advances in Information Technology (ICAIT). IEEE, 2024. http://dx.doi.org/10.1109/icait61638.2024.10690731.

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Prasad, Rahul, Mohit Choubey, R. K. Baghel, and Aaditya Naruka. "Term Deposit Customer Prediction: A Blending Approach Using Bank Marketing Data." In 2025 IEEE International Students' Conference on Electrical, Electronics and Computer Science (SCEECS). IEEE, 2025. https://doi.org/10.1109/sceecs64059.2025.10940622.

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Maheshwari, Dr B. Geetha. "A STUDY ON SERVICE QUALITY IN SELECTED BANKS BASED ON CUSTOMER EXPERIENCE WITH SPECIAL REFERENCE TO THOOTHUKUDI DISTRICT." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250133.

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The importance of the service industry to economic growth has increased on a global scale. An essential component of commercial activity is the service sector. Unlike in the past, public sector banks now confront two significant challenges in the banking business: first, they must compete with private sector banks; second, they must manage their client base effectively by giving them high-quality service and keeping them as customers. Customer service in banks can be thought of as how a client feels about the services he receives from his bank. Every day, the bankers have to deal with rising c

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Xinping, Shang, and Wang Yi. "Research on Bank Customer Churn Prediction Model based on Ensemble Learning Algorithm." In 5th International Conference on Artificial Intelligence and Machine Learning. Academy & Industry Research Collaboration Center, 2024. http://dx.doi.org/10.5121/csit.2024.141809.

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With the rise of Internet finance, the competition of banking industry is becoming increasingly fierce. To gain more accurate and comprehensive insight into customer needs and improve customer loyalty, it is essential to establish a customer churn analysis model. This kind of model can help banks identify customers who are about to lose, facilitate business decisions, retain relevant users, and ensure that bank interests are not affected. Under this background, this paper establishes a customer churn prediction model using ensemble learning algorithm. Experimental data show that the model can

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Tan, Hao. "Bank Customer Churn Prediction." In Proceedings of the 3rd International Conference on Big Data Economy and Information Management, BDEIM 2022, December 2-3, 2022, Zhengzhou, China. EAI, 2023. http://dx.doi.org/10.4108/eai.2-12-2022.2328745.

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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.

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Shelupanova, Polina A., Polina Yu Davydchenko, Daria V. Ivanova, Zaxar M. Medvedev, Mikhail A. Cholokogly, and Svetlana A. Chudina. "Videoverification Module for Bank Customer." In 2023 IEEE 24th International Conference of Young Professionals in Electron Devices and Materials (EDM). IEEE, 2023. http://dx.doi.org/10.1109/edm58354.2023.10225102.

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Reports on the topic "Bank Customer"

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Kramer, Mitchell. Customer Self-Service at Sovereign Bank. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/td11-02-06cc.

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Marshak, Ronni. Inconsistent Customer Service Information from Bank of America. Patricia Seybold Group, 2014. http://dx.doi.org/10.1571/wp04-17-14cc.

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Jourdain, Jean-Loup. Tool for Evaluating the Application of Good Practices for Customer Services in a Water Utility. Inter-American Development Bank, 2011. http://dx.doi.org/10.18235/0009001.

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The Water and Sanitation Division (INE/WSA) of the IADB is developing tools to assist operators of water companies in the identification and adoption of best practices in various management areas. At the request of various operators, the Bank has decided to develop a tool for evaluating customer management practices in use by water and sewerage utilities. The tool, presented here, is an Excel program, using macros in Visual Basic, and designed to be "freestanding".

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Gruodis, Alytis, Violeta Jadzgevičienė, Aleksandr Igumenov, Joana Lapkovskaja, and Jonas Žaptorius. INO-PAY Information System Using E-Pay and E-Banking Realizations. Case Study. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.7.

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The innovative FinTech platform INO-PAY was described in terms of construction, functionality, flexibility, expandability, and security assurance framework. Current solutions of E-banking and E-pay systems are presented to compare the marked requirements, needs of customers, and technical issues. User - customer receives complete information about the transaction, including transaction parameters, transaction accompanying documents (contract, invoice, protocols, receipts, etc.) in real-time, which has not been provided on any electronic payment platforms. The created product ensures the conven

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Marshak, Ronni. Winning Back Customers. Patricia Seybold Group, 2002. http://dx.doi.org/10.1571/ce9-12-02cc.

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Banco de España, Banco de España. In-person access to banking services in Spain: 2023 Monitoring Report. Banco de España, 2024. http://dx.doi.org/10.53479/35912.

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This paper presents an analysis of recent developments in the accessibility of banking services in Spain, from the perspective of both supply (the in-person access points available) and demand (customer use and assessment). According to the results obtained, the following main conclusions can be drawn: i) The reduction in the number of bank branches between 2021 and 2022 was offset by the establishment of mobile branches in smaller municipalities and financial agents in larger municipalities. ii) Between 2021 and 2022, the number of municipalities without any in-person points of access to bank

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Gisbert, Josep, and José E. Gutiérrez. Bridging the Gap? Fintech and financial inclusion. Banco de España, 2024. http://dx.doi.org/10.53479/37433.

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Abstract:

The rise of FinTech lenders offers an opportunity to promote financial access but may disrupt banks’ banking efforts. This paper presents a banking model where an incumbent bank specializes in certain niche markets. When a FinTech lender enters, competition intensifies, reducing the bank’s gains from serving some of its niches. Although FinTech lending can help serve certain unattended niches, the bank may abandon others, creating an ambiguous impact on financial inclusion. Financial inclusion may even decline when the FinTech lender is less efficient at serving new niches and better able to c

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Seybold, Patricia. The Customer Revolution Is Coming Back! Patricia Seybold Group, 2014. http://dx.doi.org/10.1571/psgp06-12-14cc.

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Seybold, Patricia. The Customer Revolution Is Coming Back! Patricia Seybold Group, 2014. http://dx.doi.org/10.1571/psgp06-12-14cc-14cc.

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Alonso-Robisco, Andrés, José Manuel Carbó, Pedro Jesús Cuadros-Solas, and Jara Quintanero. The effects of open banking on fintech providers: evidence using microdata from Spain. Banco de España, 2025. https://doi.org/10.53479/39138.

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Open banking initiatives, which aim to increase competition and innovation in the financial sector by enabling the customer-authorised sharing of financial data among banks, regulated third-party providers and other financial stakeholders, are becoming widespread around the world. This paper investigates the impact of open banking on the development of the fintech sector, focusing particularly on payment-related financial services. We utilise the implementation of the Second Payment Services Directive (PSD2) in Europe as a natural experiment and employ a difference-in-differences methodology t

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