Buttressing customer relationship management through digital transformation: perspectives from zimbabwe’s commercial banks

Kaondera, Prosper Raphael; Chikazhe, Lovemore; Munyimi, Tinotenda Fredrick; Nyagadza, Brighton

doi:10.1080/23311886.2023.2191432

Cited by 13 publications

(3 citation statements)

References 44 publications

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“…Furthermore, the banking sector traditionally uses online surveys to collect its customers' perceptions about its themes with a view to developing scientific knowledge in the area, as seen in studies by [49][50][51]. Similarly, the Likert scale is used in addition to questionnaires aimed at customers and bank employees with the intention of better collecting and analyzing data related to their opinions [52][53][54][55].…”

Section: Methodsmentioning

confidence: 99%

Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Filgueiras,

Melo,

Guimaraes Junior

et al. 2024

Sustainability

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This paper aims to evaluate customer perceptions regarding the benefits generated by sustainability 4.0 in the banking sector through a survey. A structured questionnaire was developed with 55 factors divided into economic, social, and environmental dimensions. A total of 90 questionnaires were collected. Descriptive statistics and Kendall’s coefficient of agreement were used with the intention of measuring the degree of agreement or disagreement between bank customers’ responses. The results indicated a positive perception of customers regarding the relationship between sustainable practices and economic, social, and environmental aspects, with a relatively high agreement. The best-rated benefits were related to economic and environmental aspects, such as reducing service time and efficient use of digital resources. However, there was a diversity of opinions regarding social aspects, with some issues receiving lower ratings, especially related to the permanence of employees and the autonomy of elderly customers. This suggests concerns about the impact of technology on maintaining banking jobs and the accessibility of financial services for specific groups, such as the elderly. It is concluded that by focusing on customer perception, the study offers a holistic view of the implications of sustainability 4.0, going beyond traditional analyses focused on organizations.

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Section: Methodsmentioning

confidence: 99%

Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Filgueiras,

Melo,

Guimaraes Junior

et al. 2024

Sustainability

View full text Add to dashboard Cite

show abstract

“…Due to the hard economic conditions prevailing in Zimbabwe, it is not surprising to observe that four banking institutions failed to comply with the minimum capital requirements [ 62 ]. Worryingly, the slow pace at which Zimbabwean banks adopt digital technology is leading to a low monthly activity ratio of approximately 15 % [ 63 ]. This state of affairs has triggered customer dissatisfaction, poor segmentation, poor customer evaluation, and weak profiling of customers.…”

Section: Related Literaturementioning

confidence: 99%

Threshold effect of non-interest income disaggregates on commercial banks’ financial performance in Zimbabwe

Dzingirai,

Dzingirai

2024

Heliyon

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“…It requires a well-planned strategy, top management commitment, adequate resources, and training of users (Linthicum et al, 2019). The success of a CRM system is not just about having the right technology, but also about creating a customer-focused culture within the organization (Kaondera et al, 2023). "…”

Section: Introductionmentioning

confidence: 99%

Perceived Challenges and Benefits of AI Implementation in Customer Relationship Management Systems

Mazingue

2023

J. Digi.Inf.Sys

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This study explores the multifaceted implications of Artificial Intelligence (AI) implementation in Customer Relationship Management (CRM) systems. The research is broken down into distinct variables, each representing a unique aspect of the study. These variables include Assistance, Automation, Personalization, Customer Service Improvement, and Decision-making. Assistance refers to how AI can aid human workers by providing suggestions, automating repetitive tasks, or helping to sift through large amounts of data. Automation discusses the use of AI to perform tasks with minimal human intervention, thereby increasing efficiency. Personalization examines how AI can use data to tailor services or products to the individual needs and preferences of each customer. Customer Service Improvement refers to the use of AI to enhance customer service, for example, by improving response times, accuracy, or personalization. Lastly, Decision-making explores how AI can assist in decision-making by analyzing large amounts of data and providing insights or recommendations. The research employs a systematic and iterative coding process, identifying 'meaning units' from interview transcriptions and grouping these into 'sub-dimensions' based on shared meaning or context. This process has resulted in 33 distinct sub-dimensions that encapsulate the key themes or concepts emerging from the data. In essence, this paper serves as a comprehensive guide to understanding the key elements that have been explored in this study, providing a clear and concise summary of the findings related to each particular area. It is instrumental in providing a holistic view of the research, allowing readers to quickly grasp the breadth and depth of the study.

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Buttressing customer relationship management through digital transformation: perspectives from zimbabwe’s commercial banks

Cited by 13 publications

References 44 publications

Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Threshold effect of non-interest income disaggregates on commercial banks’ financial performance in Zimbabwe

Perceived Challenges and Benefits of AI Implementation in Customer Relationship Management Systems

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