Banking services for SMEs' internationalization: evaluating customer satisfaction

Formisano, Vincenzo; Tartaglione, Andrea Moretta; Fedele, Maria; Cavacece, Ylenia

doi:10.1108/tqm-07-2020-0159

Cited by 4 publications

(3 citation statements)

References 79 publications

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“…If we discuss the research of corporate clients from the point of view of the marketing component, the advantage of our methodology over (Formisano et al 2020) is that we used data that are publicly available for each bank, and the modelling algorithm can be easily tested on the client base of other banks.…”

Section: Discussionmentioning

confidence: 99%

“…In turn, due to mainly personal service and a small amount of structured data, there is no variety of research on the specifics of working with corporate clients, especially with the use of intelligent modelling technologies. Formisano et al (2020) made the first attempts at marketing research of the bank's corporate clients. With the help of the Kano model, the researchers tried to estimate the non-linear relationship between the level of customer satisfaction and the quality of banking services.…”

Section: Literature Reviewmentioning

confidence: 99%

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Marketing segmentation of banks’ corporate clients based on data mining technique

Klochko,

Piskunova

2023

SiTns

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In recent years, the banking services market has been developing dynamically, experiencing a sharp increase in competition. Banks that provide maximum profitability for each client gain the most significant competitive advantage. The sales model in corporate banking is associated with personal interaction between bank employees and business owners, and the subsequent establishment of individual service conditions. However, this approach is often ineffective when a bank faces the issue of maximising the efficiency of business activities. This study aims to segment a bank’s corporate client base and develop a pricing strategy for each of the groups that have been singled out in the process. The study sample consisted of 4,500 corporate clients of a Ukrainian bank who were active users of euro accounts. The k-means data mining algorithm was used to develop marketing segments. The optimal number of clusters was determined by weighing the results of calculating 26 indices from the NbClust package and the bank’s business requirements. Six similarity groups were found during the calculation of the algorithm. The study found that clusters 1 and 2 were a concentration of unprofitable customers for whom an introduction of a service fee was urgently needed. Marketing segments 3 and 4 were customers who did not record net losses but with whom it was deemed necessary to work to improve their profitability. The remaining segments were ‘healthy’ users of euro accounts. With regard to these customers, it was recommended no additional service fees should be imposed. The proposed methodology makes it possible for a bank to remain attractive in a competitive environment while not incurring unnecessary costs.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Marketing segmentation of banks’ corporate clients based on data mining technique

Klochko,

Piskunova

2023

SiTns

View full text Add to dashboard Cite

show abstract

“…From the perspective of exporting companies, the lack of financial and human resources, knowledge of external markets and experience in conducting business abroad are among the main internal barriers to internationalization (Formisano et al, 2020). In this situation, banks, both public and private, can overcome these barriers (Turguttopbas, 2013).…”

Section: Ejmsmentioning

confidence: 99%

Banks' support for the development of internationalization in Brazil: a perspective from Brazilian export companies

Mataveli

Ayala

Gil

2021

EJMS

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PurposeBanks play a crucial role in the sustainable development of exports as they finance much of the trade. Additionally, in Brazil's case, banks provide exporting companies with advisory and training services, which facilitate the internationalization process. This work aims to analyze the role of public and private banks in the export process of companies in Brazil.Design/methodology/approachInterviews are conducted with a sample of 318 Brazilian exporting companies. Two research questions are posed: What type of export services do companies use from public and private banks in Brazil? Is exporting companies' access to credit, as a type of banking service, related to their size or export experience? A descriptive study of the functions of public and private banks in helping Brazilian exports is presented. Hypotheses are proposed regarding companies' access to credit and its relationship with their size and export experience.FindingsIt is found that public and private banks in Brazil provide exporting companies with banking services, other services related to technical aspects, and export consulting. There are significant differences in access to credit in both public and private banks, depending on the exporting company's size.Originality/valueThis work contributes to the internationalization literature on the role of banks in supporting exports in an emerging country like Brazil.

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Evaluating digital health attributes for users’ satisfaction: an application of the Kano model

Cavacece,

Maggiore,

Resciniti

et al. 2024

TQM

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PurposeThe purpose of this paper is to investigate user satisfaction with digital health solutions by identifying and prioritizing different service attributes on the basis of their impact on improving user satisfaction.Design/methodology/approachThrough a literature review and interviews with health professionals and patients, 20 attributes of digital health services provided in Italy have been identified. User satisfaction with these attributes has been evaluated by adopting the Kano model’s continuous and discrete analyses.FindingsThe findings reveal the essential attributes of digital health services that meet users' expectations, identify the attributes that users appreciate or dislike having and highlight unexpected attributes that lead to a significant boost in satisfaction when provided.Research limitations/implicationsThis study demonstrates the efficacy of the Kano model in assessing the nonlinear correlation between user satisfaction and the quality of digital health services, thus contributing to fill a gap in the literature in this area. The main limitation of this work is the use of a non-probabilistic sampling method.Practical implicationsThis research suggests healthcare institutions and organizations consider user preferences when designing digital health solutions to increase their satisfaction. The results indicate different effects on user satisfaction and dissatisfaction for different categories of attributes in the Italian context.Originality/valuePrevious works studied customer satisfaction with digital health, assuming a linear relationship with service quality, or investigated consumer adoption intentions focusing on the technological factors. This work advances available knowledge by analyzing the nonlinear relationship between digital health attributes and users’ satisfaction and dissatisfaction.

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Banking services for SMEs' internationalization: evaluating customer satisfaction

Cited by 4 publications

References 79 publications

Marketing segmentation of banks’ corporate clients based on data mining technique

Marketing segmentation of banks’ corporate clients based on data mining technique

Banks' support for the development of internationalization in Brazil: a perspective from Brazilian export companies

Evaluating digital health attributes for users’ satisfaction: an application of the Kano model

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