Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study

Shaikh, Aijaz A.; Alharthi, Majed; Alamoudi, Hawazen

doi:10.1016/j.jretconser.2020.102073

Cited by 47 publications

(18 citation statements)

References 45 publications

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“…The modern mobile banking apps also enable customers to use non-financial services. However, due to the lack of awareness and knowledge, these services have not been fully utilised by customers (Shaikh et al 2020 ). Certainly, there is a dire need to positively influence customers about the usability of modern banking channels and persuade them to migrate to digital channels (Figs.…”

Section: Introductionmentioning

confidence: 99%

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

et al. 2021

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The aim of this qualitative study is to analyse the role of in-branch efforts of banks on migrating customers from branch banking to digital banking in India. In-depth semi-structured interviews were conducted with bank executives representing senior management from public and private sector banks in India. Qualitative content analysis technique was used to analyse the data. Varieties of responses received during interviews were clubbed into four main themes based on data reduction, display, and conclusion-drawing processes. In-branch communication with customers, digital transformation of the branch, customer-centric initiatives, and redefined role of branch staff hold the potential to bridge the customers’ migration to digital banking. The paper suggests that the key identified factor in improving digital banking acceptance in India is the requirement of integrated cultural and organisational changes at the bank’s level to gain the customers’ confidence and trust in digital banking.

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Section: Introductionmentioning

confidence: 99%

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

et al. 2021

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“…However, mobile phones and use of internet has put pressure on traditional banks. Due to this pressure and competition, banks have developed mobile banking applications which are easy to use and accessible by account and non-account holders (Shaikh et al, 2020).…”

Section: Concepts Of Digital Finance and Digital Financial Servicesmentioning

confidence: 99%

“…Digital Financial Services has attracted the attention of academic scholars covering a wide range of topics. For instance, Shaikh et al, (2020) examined the key drivers of customer experience with non-financial digital services and revealed that consumer awareness, ease of use and usefulness largely affects the experience and usage of mobile banking applications. Niemand et al, (2021)' study on digitalization in the financial industry revealed that having a clear vision on digitalization a willingness to take risks and no just a sheer level of digitalization affects the profitability of banks.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Digital financial services in Kenya are easily associated with the use of mobile phones to pay for utility bills, transfer or receive money, make purchases, use their mobile accounts to save, deposit or withdraw money, access their mobile banking accounts and make payments for other essential services such as school fees. According to Shaikh et al, (2020), mobile phones are considered an important component in the provision of financial services. Digital financial services accessed through mobile phones are less costly, time saving (McKinsey, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Digital Financial Innovation Services and Their Impact on the Performance of Commercial Banks in Kenya

Wachira

Kalui

Gathii

2021

EJEFR

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The study aimed at investigating the impact of digital financial services on the financial performance of Commercial Banks in Kenya using secondary dataset generated from the Central Bank of Kenya (CBK) and the Communication Authority of Kenya (CAK) for a period of five years (2015-2019). To achieve this objective, the study used a multiple regression and Pearson correlations. The study using the Pearson correlations found negative correlations between mobile money (registered mobile money accounts, active mobile money agents and mobile money deposits and withdrawals), digital payments (P2P transfers) and performance of commercial banks. However, the study found positive and significant relationship between customer deposits, Gross non-performing loans and performance of commercial banks in Kenya. The study therefore concludes that digital financial services offered by Fintech companies have a negative impact on the performance of Commercial banks in Kenya and recommends that commercial banks should continuously develop more digital financial services and collaborate more with Fintech companies to improve on their performance. The originality of this study will be of benefit to managers of Commercial banks. JEL: G21, G23, N27, O30, O31, O39 Article visualizations:<img src="/-counters-/edu_01/0965/a.php" alt="Hit counter" />

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“…The term mobile phone has been used to represent the Global System for Mobile Communications (GSM)‐connected feature phones and Internet‐connected smartphones that are largely used to communicate and access traditional and value‐added services provided by telecom companies, banks, and other financial companies (Shaikh, Alharthi, & Alamoudi, 2020). Globally, there are more than seven billion mobile phone subscribers (Telegeography, 2019).…”

Section: Introductionmentioning

confidence: 99%

How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

Alharthi

Islam²

2020

E J Info Sys Dev Countries

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The use of mobile phones for business purposes has revolutionized various sub‐sectors of the economy, including micro and small enterprises in both Saudi Arabia, the context of this study, and other countries. This study uncovers how the use of mobile phones has affected the performance of micro and small enterprises in both monetary and nonmonetary terms. Using a survey instrument, data were collected from 300 micro and small enterprise owners across Saudi Arabia and then analyzed using SmartPLS. Among the major findings, we suggest that no direct correlation exists between mobile phone usage and micro and small enterprises' monetary performance. However, mobile phones were found to have a significant influence on the nonmonetary performance of micro and small enterprises. This study contributes to the literature on technology adoption and economic performance by providing further evidence of the relationship between mobile phones and micro and small enterprises' performance. These findings can help micro and small enterprise owners, telecommunications companies, policymakers in related authorities (such as the Ministry of Communication and Information Technology and the Ministry of Commerce) and academics to make informed decisions. Conclusions and recommendations are drawn, and priorities are proposed for continuing research.

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Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study

Cited by 47 publications

References 45 publications

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

Adoption of digital banking channels in an emerging economy: exploring the role of in-branch efforts

Digital Financial Innovation Services and Their Impact on the Performance of Commercial Banks in Kenya

How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

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