Effect of digital banking-related customer experience on banks’ financial performance during Covid-19: a perspective from Vietnam

Nguyen, Nhung T.; Kim-Duc, Nguyen; Freiburghaus, Teresa Lien

doi:10.1108/jabs-09-2020-0366

Cited by 24 publications

(16 citation statements)

References 105 publications

(156 reference statements)

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“…culinary sector SMEs finance in Bali. The results of this study contradict the results of previous studies conducted by Nguyen et al (2021), which states that the adoption of digital technology including digital marketing has a positive and significant effect on financial performance. The results of this study are in line with the results of research conducted by , which states that the adoption of digital marketing is not able to increase business performance.…”

Section: The Effect Of Digital Marketing Adoption On Financial Performancecontrasting

confidence: 99%

The role of digital marketing in mediating the effect of the COVID-19 pandemic and the intensity of competition on business performance

Giantari¹,

Yasa²,

Suprasto³

et al. 2022

10.5267/j.ijdns

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This study aims to explain the role of digital marketing adoption in mediating the effect of the COVID-19 pandemic and the intensity of competition on business performance, which is seen from the perspective of financial performance and non-financial performance. This research was conducted on the culinary sector SMEs in Bali. The size of the sample used is 210 culinary sector SMEs with a purposive sampling approach, namely the culinary sector SMEs that have adopted digital marketing. The analytical tool used is SEM-PLS. The results of the study show that the effect of the COVID-19 pandemic and the intensity of competition has a negative and significant effect on business performance, both financial and non-financial performance. The adoption of digital marketing was unable to mediate the effect of the COVID-19 pandemic and the intensity of competition on financial performance, but the adoption of digital marketing was capable in mediating the effect of the COVID-19 pandemic and the intensity of competition on non-financial performance. Therefore, the adoption of digital marketing needs to be re-optimized to improve business performance, both financial and non-financial performance.

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Section: The Effect Of Digital Marketing Adoption On Financial Performancecontrasting

confidence: 99%

The role of digital marketing in mediating the effect of the COVID-19 pandemic and the intensity of competition on business performance

Giantari¹,

Yasa²,

Suprasto³

et al. 2022

10.5267/j.ijdns

View full text Add to dashboard Cite

show abstract

“…This is the reason the directors developed new strategies or innovations to facilitate customer transactions by improving online services and other lending policies. Nguyen et al (2021) discovered that bank customers use digitalbased transactions, making digital banks the primary medium for transactions. Therefore, banks with complete digital banking facilities and infrastructure can survive more in the pandemic and post-pandemic era.…”

Section: Resultsmentioning

confidence: 99%

The Influence of Corporate Governance for the Indonesian Banking Industry in a Pandemic Period

Djanegara¹,

Sutarti²,

Dewo³

2022

IJFBS

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This study aims to objectively investigate the impact of the Covid-19 pandemic on bank performance in Indonesia and the effect of corporate governance on banks. The sample consisted of 42 banks with 648 observations on the Indonesia Stock Exchange during the 2017-2020 period. The data were observed using a panel data set, and the estimation method used was Generalized least square (GLS). The results showed that the Covid-19 pandemic had a negative effect on bank performance. The governance variable proxied by the effectiveness of governance has a positive effect on performance. On the contrary, the governance variable proxied by the number of directors and board of commissioners has a negative effect on performance, unlike those proxied by diversity. The hierarchical regression analysis shows that the effectiveness of governance as a moderating variable can reduce the negative impact of the pandemic on performance. Therefore, it is possible to minimize the negative impact of Covid-19 on bank performance through effective governance. This is due to the ability to navigate through unexpected situations, identify opportunities, and create new strategies for adapting to the uncertainties caused by the pandemic. Effective governance shows that the bank has implemented good corporate governance to improve bank performance, efficiency, and service to stakeholders. This study provides empirical evidence that explores the overall governance effectiveness variable that can affect the relationship between the Covid-19 variable and bank performance.

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“…Satisfying customers will always be one of the ultimate goals that companies seek as satisfied customers will result in loyal customers and hence the company’s profitability (Nguyen et al , 2022; Sesar et al , 2021; Mahakittikun et al , 2020). More specifically, Chang et al (2009) defined customer satisfaction as a psychological reaction to comparing expected and perceived performance based on prior experience.…”

Section: Literature Reviewmentioning

confidence: 99%

The effects of digital platforms on customers’ satisfaction in international shipping business

Loh,

Lee,

et al. 2024

RIBS

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Purpose The introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt the technology acceptance model in its survey instrument design to understand and evaluate customer satisfaction of shipping lines’ digital platforms. Design/methodology/approach This study used a mixed-methods approach, incorporating quantitative and qualitative research techniques. Primary data were collected through an online survey designed to measure customer satisfaction in relation to the digitalisation initiatives implemented by the shipping lines. Survey respondents comprised professionals who were online platform users, particularly in the instant spot quotation process and blockchain bill of lading. Findings The results for both instant spot quotation process and blockchain bill of lading revealed digital trust to be the most influential determinant of customer satisfaction, followed by perceived ease of use and perceived usefulness. There was also a very strong correlation between perceived ease of use and perceived usefulness as well as between digital trust and perceived ease of use. The managerial implications of digitalisation are also discussed. Originality/value The adoption of digital tools is gaining traction in the container shipping sector, and there exists a need to investigate the correlation between digitalisation and customer satisfaction. This study offers significant insights to stakeholders in the shipping industry, particularly in designing and implementing user-friendly digital platforms.

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Effect of digital banking-related customer experience on banks’ financial performance during Covid-19: a perspective from Vietnam

Cited by 24 publications

References 105 publications

The role of digital marketing in mediating the effect of the COVID-19 pandemic and the intensity of competition on business performance

The role of digital marketing in mediating the effect of the COVID-19 pandemic and the intensity of competition on business performance

The Influence of Corporate Governance for the Indonesian Banking Industry in a Pandemic Period

The effects of digital platforms on customers’ satisfaction in international shipping business

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