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Journal articles on the topic 'Banking experience'

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Published: 10 September 2021

Last updated: 29 July 2025

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1

Collins, HM. "Banking experience." Nursing Standard 6, no. 16 (1992): 42. http://dx.doi.org/10.7748/ns.6.16.42.s44.

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Waghmode, Balu Maruti. "Electronic Banking – An Indian Experience." International Journal of Economics, Business, Accounting, Agriculture and Management towards Paradigm Shift in Research (IJEBAMPSR) 2, no. 1 (2025): 112–15. https://doi.org/10.5281/zenodo.15285832.

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<strong><em>Abstract</em></strong> <em>The term "e-banking," or "electronic banking," describes how banks and other financial organisations use digital platforms to provide services including loan applications, fund transfers, balance enquiries, and bill payments, among others. Over the past 20 years, e-banking use in India has increased significantly, particularly following the IT revolution and economic liberalisation in the 1990s. In today's environment, the significance of e-banking is immense. Without e-banking, banks cannot operate effectively. Digital transformation involves shifting fr

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Jamshidi, Dariyoush, Yousef Keshavarz, Fazlollah Kazemi, and Moghaddaseh Mohammadian. "Mobile banking behavior and flow experience." International Journal of Social Economics 45, no. 1 (2018): 57–81. http://dx.doi.org/10.1108/ijse-10-2016-0283.

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Purpose Mobile banking or m-banking enables consumers to carry out their banking affairs with the help of mobile devices. Mobile-user banking interactions in the context of technology services create opportunities for positive experiences that can nurture trust, foster brand equity and eventually lead to long-term relationship building. The purpose of this paper is to examine the concepts of m-banking customer flow experiences and their role in affecting customer intention in the continued use of m-banking. Design/methodology/approach To achieve this main objective, a research model was develo

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Economopoulos, Andrew J. "Illinois Free Banking Experience." Journal of Money, Credit and Banking 20, no. 2 (1988): 249. http://dx.doi.org/10.2307/1992114.

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D, Sulistiyani, Nurchayati D, Nurchayati D, and Narariya Dita Handani D. "User Experience of Mobile Banking Application in Indonesia: New Technology of Banking." GLOBAL BUSINESS FINANCE REVIEW 29, no. 2 (2024): 127–41. http://dx.doi.org/10.17549/gbfr.2024.29.2.127.

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Purpose: This research delves into the user experiences associated with ten mobile banking applications in Indonesia. The study aims to highlight the technological innovations that drive user satisfaction, pinpoint areas requiring enhancement, and offer foresight into the evolving landscape of mobile banking in the region. Design/methodology/approach: Utilizing the KH-coder software, the data underwent rigorous quantitative text mining. Techniques such as frequency analysis, co-occurrence network analysis, and topic modeling were employed to discern pivotal themes within mobile banking applica

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Asmita, Radadiya. "Neo-Banking: A Revolutionary Shift in Digital Banking." International Journal of Advance and Applied Research S6, no. 13 (2025): 33–37. https://doi.org/10.5281/zenodo.14912794.

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<em>Neo-banking is transforming the financial industry by offering digital-only banking services without the need for traditional brick-and-mortar branches. These banks leverage cutting-edge technology, artificial intelligence, and user-friendly interfaces to provide seamless banking experiences. This paper explores the concept, significance, and challenges of neo-banking, highlighting its impact on financial inclusion and customer experience. A comprehensive literature review and an analysis of research gaps are conducted to understand the adoption of neo-banking. Finally, findings and sugges

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Arsyad, Melinda, Mutia CH Thalib, and Sri Nanang Meiske Kamba. "Penyelesaian Ganti Kerugian Pada Nasabah Bagi Nasabah Yang Dirugikan Akibat Kesalahan Sistem Bank Pada Layanan Mobile Banking." Jurnal Ilmu Sosial, Humaniora dan Seni 1, no. 4 (2023): 332–41. https://doi.org/10.62379/jishs.v1i4.772.

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Abstract Mobile banking is an electronic channel facility that can be accessed by customers who use mobile banking by using smartphones (which have their mobile banking applications activated). there are technical errors and/or human errors that result in losses for customers who use mobile banking.This thesis research is entitled Settlement of compensation for customers who use mobile banking who experience transaction errors.This research discusses first, how the legal provisions of the Banking Law in making mobile banking.Second, customer legal protection in the event of human error and tec

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Bitkina, Olga Vl, Jaehyun Park, and Hyun K. Kim. "Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology." International Journal of Environmental Research and Public Health 19, no. 4 (2022): 2358. http://dx.doi.org/10.3390/ijerph19042358.

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With the continuous technological enhancement of banking services, customers can avail of better, more secure services which present improved opportunities and convenience. Of the many methods available to perform banking operations, customers commonly use traditional banking, online banking, and mobile banking. Each of these existing methods has advantages and limitations that affect customer experience, trust, satisfaction, and continued intention to use such services. In this study, an attempt was made to develop and fit a model to evaluate and measure the effect of perceived characteristic

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Cherina Pancha Resyita, Najma Nur Maulida, and Sucik Lestari. "User Experience Analysis of Mobile Banking Applications in Indonesia Using Usability Testing and the User Experience Questionnaire (UEQ): A Case Study of Bank Syariah Indonesia." Journal of Islamic Studies and Education 3, no. 1 (2024): 13–22. https://doi.org/10.63120/jise.v3i1.37.

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This study aims to explore user experiences in utilizing mobile banking applications in Indonesia through usability testing and the User Experience Questionnaire (UEQ). The rapid growth of mobile banking technology necessitates a focused approach to understanding user experiences to ensure applications are both efficient and satisfying to use. Usability testing is employed to evaluate how well mobile banking applications meet user needs and expectations. Users perform a series of tasks designed to cover the core features of the application, while researchers observe and record responses, diffi

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최선호 and 송승훈. "German Universal Banking Experience and Korean Investment Banking Paradigm." Journal of Contemporary European Studies 27, no. 2 (2009): 229–52. http://dx.doi.org/10.17052/jces.2009.27.2.229.

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Wilson, Rodney. "Islamic Banking in Jordan. Islamic Banking: The Jordanian Experience." Arab Law Quarterly 2, no. 3 (1987): 207. http://dx.doi.org/10.2307/3381694.

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Garrison, Roger W., and Kevin Dowd. "The Experience of Free Banking." Southern Economic Journal 60, no. 3 (1994): 771. http://dx.doi.org/10.2307/1060588.

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Dow, Sheila C., and Kevin Dowd. "The Experience of Free Banking." Economic Journal 103, no. 418 (1993): 743. http://dx.doi.org/10.2307/2234549.

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Sinkey, Joseph F. "The Experience of Free Banking." Journal of Banking & Finance 16, no. 6 (1992): 1197–200. http://dx.doi.org/10.1016/0378-4266(92)90067-a.

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Neldner, Manfred. "The experience of free banking." Weltwirtschaftliches Archiv 128, no. 4 (1992): 749–56. http://dx.doi.org/10.1007/bf02707305.

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Aslanishvili, Davit (David). "World Experience." International Journal of Risk and Contingency Management 10, no. 1 (2021): 45–53. http://dx.doi.org/10.4018/ijrcm.2021010105.

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This research studied the problem of the large-scale disproportion of success in the development of the banking sector and mostly unsuccessful development of the real sector of the economy. It should be noted that this disproportion is a subject of consideration in contemporary economic literature and the research is an attempt to broaden the issue and share ideas inside the international scientific circles. The main problem in the research is the impact of the banking sector's credit portfolio and the functioning of credit markets on the economic growth of the country. From the economic point

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Violetta, Kharabara, Greshko Roman, Tretyakova Olena, Kharabara Volodymyr, and Heorhadze Oleksandr. "Banking business in the digital society: foreign experience." Political Science and Security Studies Journal 2, no. 3 (2021): 87–94. https://doi.org/10.5281/zenodo.5598923.

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The article examines the world and domestic experience in the use of digitalization in the banking sector. Foreign experience and the reasons for active digitalization in the banking sector of the Ukrainian economy in recent years are analyzed. The study revealed the essence of digital technologies for the development of banking services. The distribution of countries according to the use of digital banking is studied and the leaders of the world banking market are indicated. The analysis of the reasons and segments of distribution of technologies of Internet banking in the period of the digit

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Lakmal, W. A. I. "Comparative Study on Customer Experience in Digital Banking and Physical Banking in Sri Lanka: A Special Reference to Sri Lankan Commercial Banks." Sri Lankan Journal of Banking and Finance 7, no. 2 (2025): 70–89. https://doi.org/10.4038/sljbf.v7i2.60.

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With the increasing adoption of digital banking in Sri Lanka, the convenience and accessibility of online platforms have transformed how customers manage their financial activities. However, customer experiences across digital banking channels may vary considerably from those in traditional, physical bank branches. This study aims to explore the customer experience within Sri Lankan commercial banks, focusing on both digital and physical banking channels. The key research problem involves understanding customer performances and expectations while evaluating the effectiveness of these banking c

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D r. T. Vara Lakshmi, L. Sainath Yadav, and M. Adithi reddy. "Robotic Process Automation in Banking for Better Customer Experience." International Research Journal on Advanced Engineering Hub (IRJAEH) 2, no. 07 (2024): 2027–29. http://dx.doi.org/10.47392/irjaeh.2024.0276.

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Robotic Process Automation (RPA) has emerged as a transformative technology in the banking sector, offering opportunities to streamline operations, reduce costs, and enhance customer experiences. This explores the impact of RPA implementation on customer experience within the banking industry. By automating repetitive, rule-based tasks such as account maintenance, loan processing, and customer inquiries, banks can significantly improve operational efficiency and accuracy while freeing up human resources to focus on higher-value activities. Furthermore, we discuss the challenges and considerati

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Wiliam, Andi, Sasmoko Sasmoko, Harjanto Prabowo, Mohammad Hamsal, Elfindah Princes, and Yasinta Indrianti. "ANALYSIS OF E-SERVICE CHATBOT AND SATISFACTION OF BANKING CUSTOMERS IN INDONESIA." Asia Proceedings of Social Sciences 4, no. 3 (2019): 72–75. http://dx.doi.org/10.31580/apss.v4i3.860.

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This research was conducted to qualitatively analyze the actual opportunities of banking e-service chatbot to satisfy Indonesian banking customers and also to explore qualitatively what factors were expected to affect customer satisfaction in its implementation through the experience review of other companies as users of e-service chatbots. In this study, the authors used literature studies on the experiences of various companies when using e-service chatbots to satisfy their customers, which then contextualized into the banking industries in Indonesia. The results of the study found that the

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Mujinga, Mathias. "Online Banking User Experience: A User Experience Questionnaire (UEQ) Assessment in South Africa." Indonesian Journal of Information Systems 6, no. 2 (2024): 117–29. http://dx.doi.org/10.24002/ijis.v6i2.8606.

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Online banking has seen tremendous growth driven by the emergence of the fourth industrial (4IR) and innovative technologies in every aspect of our daily activities. Hence, there is an emergence of areas of research around aspects of online banking, such as the need for user experience. This paper evaluates online banking user experience (UX) using the user experience questionnaire (UEQ). The study collected 725 survey responses from UEQ in South Africa, and the findings show a high quality of UX based on a comparison against the UEQ benchmark data set. More specifically, the hedonic quality s

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Sarris, M., T. M. Garrick, D. Sheedy, and C. G. Harper. "Banking for the future: an Australian experience in brain banking." Pathology 34, no. 3 (2002): 225–29. http://dx.doi.org/10.1080/00313020220131260.

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Lunkina, Tetiana. "Corporate social responsibility in banking institutions: foreign experience." Modern Economics 31, no. 1 (2022): 77–81. http://dx.doi.org/10.31521/modecon.v31(2022)-11.

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Abstract. Introduction. The study examines the development of corporate social responsibility in banking institutions around the world. It is established that the foreign experience of corporate social responsibility is diverse, as it is related to the historical conditions of development and the peculiarities of the country's mentality. It has been found that in continental European countries, the concept of CSR has been more widely interpreted in the relationship between society and business; the American model of social responsibility implies greater independence of corporations; in contine

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Tater, Bindiya, and Kishor John. "Impact of Digital Banking on Customer Experience and Satisfaction." International Research Journal of Multidisciplinary Scope 06, no. 02 (2025): 465–77. https://doi.org/10.47857/irjms.2025.v06i02.03118.

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The study's main objective was to comprehend the users' experience and satisfaction regarding the four pillars of digital banking, i.e., Omnichannel, smart, modular, and open banking solutions. This cross-sectional study is based on a survey sample of 594 customers of India conducted using a mixed-method approach, combining descriptive and exploratory research designs. A theoretical framework was developed to understand user experience and satisfaction; five models were identified to analyze the relationships between variables through a multi-regression test. Female users prefer Tech-enabled b

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Bashir, Md Abdul, Md Alaul Haque, Aidin Salamzadeh, and Md Mizanur Rahman. "Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?" FinTech 2, no. 3 (2023): 657–67. http://dx.doi.org/10.3390/fintech2030036.

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The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall experiences. Consequently, this study aims to determine the effect of service quality and customer experiences on the level of satisfaction perceived by E-banking customers in Bangladesh. Using a convenience sampling technique and a self-administered

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ГОРЯЙНОВА, М. А. "INTERNATIONAL CORPORATE LENDING EXPERIENCE." Экономика и предпринимательство, no. 2(151) (May 31, 2023): 1310–13. http://dx.doi.org/10.34925/eip.2023.151.2.264.

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В данной статье рассмотрены особенности финансово-кредитного механизма поддержки предприятий в зарубежных странах. Важным аргументом в пользу предоставления кредита корпоративным банковским клиентам является развитие прочных отношений с целью обеспечения будущих инвестиционно-банковских возможностей. На основе теоретических и практических данных рассмотрены особенности банковской кредитной политики и практики кредитования в развитых странах. This article discusses the features of the financial and credit mechanism for supporting enterprises in foreign countries. An important argument in favor

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Octavia, Ria, Rahmawati Azizah, and Shafitranata Shafitranata. "The Effect of Consumer Brand Engagement on Online Brand Experience and Its Consequences on Banking Apps Service." Journal of Economics, Business, & Accountancy Ventura 26, no. 1 (2023): 1. http://dx.doi.org/10.14414/jebav.v26i1.3461.

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Mobile Banking is the most widely used banking service application to meet the needs of online transactions. It is inseparable from the influence of the consumer brand engagement (CBE) concept, which is developing the engagement concept by combining marketing science and psychology with cognitive, affective, and behavioral dimensions. These are likely to generate a lot of positive online brand experiences, brand satisfaction, brand loyalty, and brand trust. This study aims to examine the effect of CBE on brand satisfaction, loyalty, and trust through online brand experience in the context of m

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Laely, Nur, Djunaedi, Angga Rizka Lidiawan, and Berlian Rahmy Lidiawaty. "Regulation and Technology Innovation in Support of Comprehensive Customer Experience in the Banking Industry in Kediri." Journal of Law and Sustainable Development 12, no. 1 (2024): e2225. http://dx.doi.org/10.55908/sdgs.v12i1.2225.

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Finalidade: The finalidade of the study is to investigate the influence of regulation and technology innovation on the comprehensive customer experience in the banking industry in Kediri, East Java. Purpose: The purpose of the document is to present the results and discussion of a study conducted on the regulation and technology innovation in support of comprehensive customer experience in the banking industry in Kediri. The document aims to test and develop a policy model suitable for several banks in Kediri City, East Java, and provide views and policy models that can be applied to other ban

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Thi, To Phuong Nguyen, and Thu Hien Phan Thi. "Policy and Law on Digital Banking: Experience from Some Countries." International Journal of Management Sciences and Business Research 09, no. 03 (2020): 143–54. https://doi.org/10.5281/zenodo.4922534.

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<em>In Vietnam, the Prime Minister has approved Decision No.986/QD-TTg on the Development Strategy of the Vietnam Banking Sector to 2025, with orientations to 2030 which also aims to develop digital banking in order to create a basis for improving access to banking services, in particular, broadening the network of traditional channels in combination with enhancing the development of modern banking channels (electronic banking, mobile banking, internet banking, etc.,) through the application of technical advances. Policies on digital banking are made up of two components, namely the digital ba

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Timokhina, Galina, Lyubov Prokopova, Yuri Gribanov, et al. "Digital Customer Experience Mapping in Russian Premium Banking." Economies 9, no. 3 (2021): 108. http://dx.doi.org/10.3390/economies9030108.

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The purpose of this study is to identify, in an era of extensive digitalization, the major opportunities and threats that influence the experiences of digital premium banking customers at key stages of their banking interactions. This study’s conceptual research model combines the content of online questionnaires, completed by a representative sample of 3629 customers, in-depth interviews with heads of premium banking departments, and an audit of customer experiences conducted via Mystery Shopping in 13 Russian banks. The authors formulate four research hypotheses, substantiated by the empiric

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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Cust

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Trani, Ai Huu, and Dung Anh Tran. "CUSTOMER EXPERIENCE AND SATISFACTION WITH DIGITAL BANKING SERVICES." Proceeding of International Conference on Business, Economics, Social Sciences, and Humanities 7 (June 27, 2024): 548–55. http://dx.doi.org/10.34010/icobest.v7i.565.

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Digital banking services bring many benefits to banks such as reducing the number of employees, branches, increasing the number of transactions... thereby reducing costs and increasing profits. Research results show that (1) Brand trust, (2) Customer convenience (3) Customer satisfaction, (4) Digital banking innovation, (5) Digital banking service quality, (6) Employee engagement, (7) Risk perception, (8) Perceived value are important reasons importantly to accept retail banking customers

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Harisandi, Prasetyo, Ratih Hurriyati, Puspo Dirgantari, and Engga Jalaludin. "The Influence of Islamic Bank Customer Experience and Perception on Brand Equity and Customer Satisfaction Customer Satisfaction." International Journal of Educational Narratives 1, no. 6 (2023): 376–88. http://dx.doi.org/10.55849/ijen.v1i6.608.

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Background. This paper offers novelty in addressing the digitization trend and competitive challenges faced by banking service providers in achieving customer satisfaction in the digital economy ecosystem. It specifically focuses on customers of Bank Sya-riah Indonesia the leading Islamic banking company in Indonesia. The value of this paper lies in its insights for banking professionals, researchers, and policy makers in navigating the digital landscape and enhancing customer-centric digital banking services. Purpose. The population of this study consists of customers aged 18 years and over w

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Rajkumar Lohano, Mushtaque Ali Jariko, and Muhammad Memon. "The Influence of Digital Banking Services on Financial Performance: A Focus on Customer Experience." Progressive Research Journal of Arts & Humanities (PRJAH) 6, no. 1 (2024): 88–100. http://dx.doi.org/10.51872/prjah.vol6.iss1.311.

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This study highlights the critical role that customer experience plays in illuminating the complex relationship between digital banking services and the private banking sector's financial performance. This study investigates the mediating relationship between customer experiences in digital banking and financial performance. An online survey questionnaire is based on a convenience sample technique; cross-sectional data is employed in this study to conclude the findings. Three hundred sixty-one functional responses were extracted, and the structural equation model (SEM) was used to analyze the

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Lim, Kai En, Ying Han Pang, Shih Yin Ooi, Wan Xuan Kow, Tang Xing Cheang, and Mao Wei Tan. "Exploring User Perceptions of Security in Mobile Banking: A Study in Malaysia." Journal of Informatics and Web Engineering 4, no. 2 (2025): 303–14. https://doi.org/10.33093/jiwe.2025.4.2.19.

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Mobile banking has become increasingly popular in Malaysia due to its convenience and efficiency. However, persistent security concerns such as vulnerabilities to cyber attacks, malware and phishing affect user trust and impede adoption. This study aims to explore how users perceive and experience the security features of mobile banking applications. In spite of the implementation of security controls, understanding user perceptions and experiences remains essential, as these are core factors which influence mobile adoption. Thus, this study investigates the user experience of mobile banking s

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Nangia, Sushma, Ruchika Chugh Sachdeva, and Vandana Sabharwal. "Human Milk Banking: An Indian Experience." NeoReviews 19, no. 4 (2018): e201-e210. http://dx.doi.org/10.1542/neo.19-4-e201.

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Vaisman, Elena, and Mariya Podshivalova. "DIGITALIZATION VS EMPLOYMENT: BANKING SECTOR EXPERIENCE." Bulletin of South Ural State University series "Economics and management" 12, no. 4 (2018): 26–34. http://dx.doi.org/10.14529/em180403.

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Godse, V. T. "Planning for banking—The Indian experience." Long Range Planning 19, no. 1 (1986): 105–12. http://dx.doi.org/10.1016/0024-6301(86)90134-2.

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Kaminski, Artur, Grzegorz Gut, Izabela Uhrynowska-Tyszkiewicz, and Ewa Olender. "Tissue banking training courses: Polish experience." Cell and Tissue Banking 14, no. 1 (2012): 141–45. http://dx.doi.org/10.1007/s10561-012-9294-4.

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Choudhary, Shiv Kumar, Sushant Srivastava, Horisk Chander, et al. "Early Experience with Homograft Valve Banking." Asian Cardiovascular and Thoracic Annals 5, no. 3 (1997): 137–40. http://dx.doi.org/10.1177/021849239700500303.

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Homograft cardiac valves have been shown to have several advantages over conventional prosthetic valves. From October 1993 through November 1996, 273 homografts (262 valved and 11 non-valved) were used in various procedures at the All India Institute of Medical Sciences, New Delhi, India. The recommendations of the American Association of Tissue Banks were followed for procurement, harvesting, and storage of the valves. One hundred and ninety-six hearts were procured yielding a total of 439 homograft valves; 192 were pulmonary homografts, 187 were aortic homografts, and 60 were mitral homograf

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Nguyen, Anh Quoc, and Sang My Tang. "Experience in developing green banking activities." Journal of Development and Integration, no. 75 (April 30, 2024): 68–74. http://dx.doi.org/10.61602/jdi.2024.75.09.

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This article aims to explore green banking activities being implemented in other countries and propose solutions for Vietnamese commercial banks. To accomplish this goal, the author presented models of India, Malaysia, Indonesia, China, and Bangladesh. The study employed a qualitative approach. The results show that for effective implementation, there needs to be synchronized policies from the central bank or governing body and commercial banks. The results also show that there are two groups of activities that banks can deploy depending on the bank’s capacity. Two groups of activities include

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Marfo, John Serbe, Matilda Kokui Owusu-Bio, and Pasty Asamoah. "The Effect of Self-Service Technologies on Customer Experiences in Banking." International Journal of Online Marketing 12, no. 1 (2022): 1–18. http://dx.doi.org/10.4018/ijom.299404.

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The surge in self-service technologies (SSTs) adoption in the banking industries across the globe has changed customers' banking experiences. Customers have developed a passion for SSTs which has affects their intentions to save with a bank. The positive effects of employing SSTs in the banking industries are evident in literature however, little is known on how SSTs affect customer experiences in the banking industries of developing countries like Ghana. The study involved a sample of 384 banking customers in Ghana. The study confirms the positive effects of SSTs adoption on customer experien

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Stoika, Viktoriia. "Integration of Islamic banking in the national banking sector: foreign experience." SHS Web of Conferences 65 (2019): 09004. http://dx.doi.org/10.1051/shsconf/20196509004.

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The rules of banking management in Muslim countries are based on the Sharia Law, that is, a set of rules and laws relating to the management of the economy, social, political and cultural aspects of Islamic society. Sharia Law also prohibits the conclusion of immoral transactions and endorses social justice, which is ensured through the distribution of risks and returns, and the implementation of social investment. In the context of economic globalization, this phenomenon is already quite distinguished and is considered a worthy competitor to the traditional banking system. Features of Islamic

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Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.

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Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service. Design/methodology/approach The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method. Findings Th

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Chan, Kara, Lennon Tsang, and Jie Chen. "Marketing bank services to youth in China." Young Consumers 18, no. 3 (2017): 278–89. http://dx.doi.org/10.1108/yc-03-2017-00672.

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Purpose The purpose of this paper is to explore the banking experiences and awareness of marketing efforts of banks among youth in mainland China. Design/methodology/approach Four focus-group interviews were conducted. A convenience sample of 26 participants aged 17 to 20 years was recruited in Laiwu, Shandong, a medium-sized city in China. They were asked to report experiences that could illustrate good and bad banking services. They were also asked to recall bank marketing promotions. Findings Participants’ perceived service quality of banks was determined by staff attitude, service delivery

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Medenica Mitrović, Dijana, and Milica Raičević. "Concept of Online Customers Experience in Digital Banking." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 12, no. 2 (2020): 79–86. http://dx.doi.org/10.32015/jibm.2020.12.2.8.79-86.

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Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the c

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Purnama, Suryari, Andyani Sukmasari, and Rahul Bhandari. "The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking." Aptisi Transactions on Management (ATM) 5, no. 2 (2021): 143–51. http://dx.doi.org/10.33050/atm.v5i2.1532.

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This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service re

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Thasleena, K. Fathimath, and P. Santhi. "Generational Divide in Digital Banking: Comparing Experience and Expectation across Generations X, Y, and Z." Indian Journal of Information Sources and Services 15, no. 2 (2025): 268–74. https://doi.org/10.51983/ijiss-2025.ijiss.15.2.34.

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Digital banking has become a crucial component oftoday's financial environment with its ease of use andaccessibility. How Generation X, Generation Y, and GenerationZ have embraced and changed digital banking is distinct. Thedemands, tastes, and experiences of these generational groupswith digital banking services differ. This study aims to examinedigital banking experience and expectations of customersamong generations X, Y, and Z in the Malabar region of Kerala,which has a rich and diverse cultural heritage. A comprehensiveinterview was conducted with digital banking customers,representing a

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Svilar, Aleksandra, and Jože Zupančič. "User Experience with Security Elements in Internet and Mobile Banking." Organizacija 49, no. 4 (2016): 251–60. http://dx.doi.org/10.1515/orga-2016-0022.

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Abstract Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience. Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and comm

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Westley, Michelle, Dean Sutherland, and H. Timothy Bunnell. "Voice Banking to Support People Who Use Speech-Generating Devices: New Zealand Voice Donors' Perspectives." Perspectives of the ASHA Special Interest Groups 4, no. 4 (2019): 593–600. http://dx.doi.org/10.1044/2019_pers-sig2-2018-0011.

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Purpose Voice banking is the process of recording an individual's speech to create a personalized synthetic voice to use on speech-generating augmentative and alternative communication devices. This study set out to examine the experience of healthy voice donors during the ModelTalker voice banking process and to identify specific issues related to voice banking in the New Zealand context. Method Eight healthy adults and 2 children completed the ModelTalker voice banking protocol. All participants completed a questionnaire about their voice banking experience, including the length of time requ

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