Have a personal or library account? Click to login

Digitalization in Banking: Navigating the Effects of Automated Decision-Making on Customer Experience

Open Access
|Jul 2024

References

  1. Bahaaeddin A. & Theiri S. (2023). Perception of the digital transformation as a strategic advantage through the Covid 19 crisis - case of Tunisian banks, Journal of Sustainable Finance & Investment, 13:1, 477-498.
  2. Bonson E., Bednarova M. & Perea D. (2023). Disclosures about algorithmic decision making in the corporate reports of Western European companies. International Journal of Accounting Information Systems 48 100596 https://doi.org/10.1016/j.accinf.2022.100596
  3. Burkart N., Robert S., & Huber M.F. (2021). Are you sure? Prediction revision in automated decision-making. ExpertSystems. 38:e12577. https://doi.org/10.1111/exsy.12577
  4. Cheung M.F.Y., & To W.M. (2011). Customer involvement and perceptions: The moderating role of customer co-production, Journal of Retailing and Consumer Services, 18, 271–277.
  5. Davenport T.H & Harris J.G. (2005). Automated Decision Making Comes of Age, MIT Sloan Management Review, 46.
  6. Gavrila S., González-Tejero C.B., Gómez Gandía J.A. & de Lucas Ancillo A. (2023), The impact of automation and optimization on customer experience: a consumer perspective, Humanities And Social Sciences Communications 10:877 https://doi.org/10.1057/s41599-023-02389-0
  7. Ionascu A.E. & Barbu C.A. (2023). Digital transformation in the banking sector: a pre- and post- covid-19 analysis, Management Research and Practice, Volume 15, Issue 3
  8. Ionascu, A.E., Gheorghiu, G., Spatariu, E. C., Munteanu, I., Grigorescu, A. & Danila, A. (2023). Unraveling Digital Transformation in Banking: Evidence from Romania, Systems 2023, 11, 534. https://doi.org/10.3390/systems11110534
  9. Krasnic T. (2024) - Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey
  10. Leninkumar V. (2017) - The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty, International Journal of Academic Research in Business and Social Sciences, Vol. 7, No. 4 ISSN: 2222-6990
  11. Nitescu D.C. & Duna F.A. (2018), Managing Digitalization In Banking: Challenges And Implications, Proceedings Of The 12th International Management Conference “Management Perspectives In The Digital Era” November 1st-2nd, 2018, Bucharest, Romania.
  12. Marcu, M. R. (2021). The Impact of the COVID-19 Pandemic on the Banking Sector. Management Dynamics in the Knowledge Economy, 9(2), 205-223.
  13. Melnychenko, S., Volosovych, S., & Baraniuk, Y. (2020). DOMINANT IDEAS OF FINANCIAL TECHNOLOGIES IN DIGITAL BANKING. Baltic Journal of Economic Studies, 6(1), 92-99.
  14. Murinde V., Rizopoulos E. & Zachariadis M (2022). The impact of the FinTech revolution on the future of banking: Opportunities and risks. International Review of Financial Analysis 81 102103 https://doi.org/10.1016/j.irfa.2022.102103
  15. Saputra M. E., Sumiati S., & Yuniarinto, A. (2023). The effect of customer experience on customer loyalty mediated by customer satisfaction and customer trust: (Study on users of PLN mobile application at PLN UP3 Malang). Journal of Economics and Business Letters, 3(3), 27–37. https://doi.org/10.55942/jebl.v3i3.205
  16. Schoeffer J., Machowski Y., & Kuehl N. (2021). Perceptions of Fairness and Trustworthiness Based on Explanations in Human vs. Automated Decision-Making, Hawaii International Conference on System Sciences HICSS-55.
  17. Singhal, R., Sangeeta, Dolly, Sharma, S., Garg, M., & Bhateja, R. (2024). Banking digitalisation: an analysis of literature using bibliometric analysis. Academy of Marketing Studies Journal, 28(2), 1-15.
  18. Suharto, S., & Hoti, A. (2023). Relationship Marketing, Customer Experience and Customer Satisfaction: Testing Their Theoretical and Empirical Underpinning. Jurnal Manajemen Bisnis, 14(1), 21-35.
  19. Ulrich-Diener F., Dvouletý O. & Špaček M. (2024). The future of banking: What are the actual barriers to bank digitalization?, BRQ Business Research Quarterly OnlineFirst. https://journals.sagepub.com/doi/10.1177/23409444231211597.
  20. Vijai C., Suriyalakshmi S.M. & Elayaraja M. (2020). “The Future of Robotic Process Automation (RPA) in the Banking Sector for Better Customer Experience.” Shanlax International Journal of Commerce, vol. 8, no. 2, 2020, pp. 61–65.
Language: English
Page range: 1413 - 1424
Published on: Jul 3, 2024
Published by: Bucharest University of Economic Studies
In partnership with: Paradigm Publishing Services
Publication frequency: 1 issue per year

© 2024 Andreea-Raluca Gavrila, published by Bucharest University of Economic Studies
This work is licensed under the Creative Commons Attribution 4.0 License.