The Effect of Digitalization on the Quality of Service and Customer Loyalty
Abstract
Doi: 10.28991/ESJ-2022-06-06-04
Full Text: PDF
Keywords
References
Nüesch, R., Alt, R., & Puschmann, T. (2015). Hybrid Customer Interaction. Business and Information Systems Engineering, 57(1), 73–78. doi:10.1007/s12599-014-0366-9.
Richter, C., Kraus, S., & Bouncken, R. B. (2015). Virtual Currencies like Bitcoin as a Paradigm Shift in the Field of Transactions. International Business & Economics Research Journal (IBER), 14(4), 575. doi:10.19030/iber.v14i4.9350.
Niemand, T., Rigtering, J. P. C., Kallmünzer, A., Kraus, S., & Maalaoui, A. (2021). Digitalization in the financial industry: A contingency approach of entrepreneurial orientation and strategic vision on digitalization. European Management Journal, 39(3), 317–326. doi:10.1016/j.emj.2020.04.008.
Schmidt, J., Drews, P., & Schirmer, I. (2017). Digitalization of the banking industry: A multiple stakeholder analysis on strategic alignment. America’s Conference on Information Systems (AMCIS 2017): A Tradition of Innovation, 10-12 August, 2017, Boston, united States.
Pizzol, M., Vighi, E., & Sacchi, R. (2018). Challenges in Coupling Digital Payments Data and Input-output Data to Change Consumption Patterns. Procedia CIRP, 69(1), 633–637. doi:10.1016/j.procir.2017.11.004.
Graupner, E., Melcher, F., Demers, D., & Maedche, A. (2015). Customers’ intention to use digital services in retail banking - An information processing perspective. 23rd European Conference on Information Systems (ECIS 2015), 26-29 May, 2015, Münste, Germany.
Lasi, H., Fettke, P., Kemper, H.-G., Feld, T., & Hoffmann, M. (2014). Industry 4.0. Business & Information Systems Engineering, 6(4), 239–242. doi:10.1007/s12599-014-0334-4.
Schmidt, J., & Drews, P. (2016). Effects of digitization on the business models of the financial industry - A structured literature analysis based on the Business Model Canvas. Multi-Conference Business Informatics (MKWI), 9-11 March, 2016, Technical University of LLmenau, Thuringia, Germany. (In German).
Van Boerdonk, P. J. M., Krikke, H. R., & Lambrechts, W. D. B. H. M. (2021). New business models in circular economy: A multiple case study into touch points creating customer values in health care. Journal of Cleaner Production, 282, 125375. doi:10.1016/j.jclepro.2020.125375.
Scherpen, F., Draghici, A., & Niemann, J. (2018). Customer Experience Management to Leverage Customer Loyalty in the Automotive Industry. Procedia - Social and Behavioral Sciences, 238(1), 374–380. doi:10.1016/j.sbspro.2018.04.014.
Daga, R., Nawir, F., & Pratiwi, D. (2021). Strategies to Improve Service Quality Through Digitalization of Banking Services at PT. Bank Negara Indonesia (Persero) Tbk. Quantitative Economics and Management Studies, 2(5), 318–325,. doi:10.35877/454ri.qems359.
Tadic, D., Aleksic, A., Mimovic, P., Puskaric, H., & Misita, M. (2018). A model for evaluation of customer satisfaction with banking service quality in an uncertain environment. Total Quality Management and Business Excellence, 29(11–12), 1342–1361. doi:10.1080/14783363.2016.1257905.
Auka, D. O., Bosire, J. N., & Matern, V. (2013). Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya. British Journal of Marketing Studies, 1(3), 32–61.
Kaur, B., Kiran, S., Grima, S., & Rupeika-Apoga, R. (2021). Digital banking in northern India: The risks on customer satisfaction. Risks, 9(11), 209. doi:10.3390/risks9110209.
Iqbal, K., Munawar, H. S., Inam, H., & Qayyum, S. (2021). Promoting customer loyalty and satisfaction in financial institutions through technology integration: The roles of service quality, awareness, and perceptions. Sustainability (Switzerland), 13(23). doi:10.3390/su132312951.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Lizarelli, F. L., Osiro, L., Ganga, G. M. D., Mendes, G. H. S., & Paz, G. R. (2021). Integration of SERVQUAL, Analytical Kano, and QFD using fuzzy approaches to support improvement decisions in an entrepreneurial education service. Applied Soft Computing, 112, 107786. doi:10.1016/j.asoc.2021.107786.
Tumsekcali, E., Ayyildiz, E., & Taskin, A. (2021). Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0. Expert Systems with Applications, 186, 115757. doi:10.1016/j.eswa.2021.115757.
Koiranen, I., Räsänen, P., & Södergård, C. (2016). What has digitization meant from a citizen's point of view?. Talous Ja Yhteiskunta, 3(3), 24–29. (In Finnish).
Forest, H., & Donya, R. (2015). Delighting Customers and Democratising Finance: Digitalisation and the Future of Commercial Banking. Global Transaction Banking, Deutsche Bank, London, United Kingdom. Available online: https://docplayer.net/19400016-Digitalisation-and-the-future-of-commercial-banking.html (accessed on March 202).
Piirainen, L. (2016). Digitalization of the financial sector and change management: Case company: Bank X’s digitalization and change management. Bachelor Thesis, Oulu University of Applied Sciences, Oulu, Finland.
Muluka, K. O. Influence of digital banking on customer satisfaction: a case of national bank of Kenya Bungoma County, Master Thesis. University of Nairobi, Nairobi, Kenya.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing, 70(3), 201-230. doi:10.1016/0022-4359(94)90033-7.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593. doi:10.13106/JAFEB.2021.VOL8.NO3.0585.
Olaya-Escobar, E. S., Berbegal-Mirabent, J., & Alegre, I. (2020). Exploring the relationship between service quality of technology transfer offices and researchers’ patenting activity. Technological Forecasting and Social Change, 157(1), 1–10. doi:10.1016/j.techfore.2020.120097.
Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal. doi:10.1108/bfj-10-2021-1169.
Lee, C. C., & Lin, C. W. (2016). Globalization, political institutions, financial liberalization, and performance of the insurance industry. North American Journal of Economics and Finance, 36, 244–266. doi:10.1016/j.najef.2016.01.007.
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson College Div Publisher, New York City, United States.
Sen, B. (2002). Smart Services: Competitive Information Strategies, Solutions and Success Stories for Services and Businesses. New Library World, 103(9), 352-352. doi:10.1108/nlw.2002.103.9.352.1.
Shi, J., Yang, D., Zheng, Z., & Zhu, Y. (2022). Strategic investment for green product development and green marketing in a supply chain. Journal of Cleaner Production, 366, 132868. doi:10.1016/j.jclepro.2022.132868.
Poncin, I., & Ben Mimoun, M. S. (2014). The impact of “e-atmospherics” on physical stores. Journal of Retailing and Consumer Services, 21(5), 851–859. doi:10.1016/j.jretconser.2014.02.013.
Yeng, L. C., & Nik Mat, N. K. (2013). The antecedents of customer loyalty in Malaysian retailing: Capitalizing the strategic tool. Proceedings of 3rd Asia Pacific Business Research Conference, 25-26 February 2013, Kuala Lumpur, Malaysia.
Al-Hawary, S. I. S., & Al-Smeran, W. F. (2017). Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170–188. doi:10.6007/ijarafms/v7-i1/2613.
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model. arXiv preprint arXiv:2205.00055. doi:10.48550/arXiv.2205.00055.
Wang, C., Harris, J., & Patterson, P. G. (2012). Customer choice of self-service technology: The roles of situational influences and past experience. Journal of Service Management, 23(1), 54–78. doi:10.1108/09564231211208970.
Reydet, S., & Carsana, L. (2017). The effect of digital design in retail banking on customers’ commitment and loyalty: The mediating role of positive affect. Journal of Retailing and Consumer Services, 37, 132–138. doi:10.1016/j.jretconser.2017.04.003.
Straker, K., & Wrigley, C. (2016). Translating emotional insights into digital channel designs: Opportunities to enhance the airport experience. Journal of Hospitality and Tourism Technology, 7(2), 135–157. doi:10.1108/JHTT-11-2015-0041.
Greenland, S., & Mcgoldrick, P. (2005). Evaluating the design of retail financial service environments. International Journal of Bank Marketing, 23(2), 132–152. doi:10.1108/02652320510584386.
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217–227. doi:10.1016/j.jretconser.2016.04.002.
DOI: 10.28991/ESJ-2022-06-06-04
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 Lulzim Shabani, Arbëresha Behluli, Fidan Qerimi, Fellanze Pula, Pranvera Dalloshi