Open Access

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


Cite

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. Search in Google Scholar

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 Search in Google Scholar

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 Search in Google Scholar

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. Search in Google Scholar

Davenport T.H & Harris J.G. (2005). Automated Decision Making Comes of Age, MIT Sloan Management Review, 46. Search in Google Scholar

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 Search in Google Scholar

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 Search in Google Scholar

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 Search in Google Scholar

Krasnic T. (2024) - Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey Search in Google Scholar

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 Search in Google Scholar

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. Search in Google Scholar

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. Search in Google Scholar

Melnychenko, S., Volosovych, S., & Baraniuk, Y. (2020). DOMINANT IDEAS OF FINANCIAL TECHNOLOGIES IN DIGITAL BANKING. Baltic Journal of Economic Studies, 6(1), 92-99. Search in Google Scholar

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 Search in Google Scholar

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 Search in Google Scholar

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. Search in Google Scholar

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. Search in Google Scholar

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. Search in Google Scholar

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. Search in Google Scholar

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. Search in Google Scholar

eISSN:
2558-9652
Language:
English