Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy

Filotto, Umberto; Caratelli, Massimo; Fornezza, Fabrizio

doi:10.1016/j.emj.2020.08.004

Cited by 57 publications

(46 citation statements)

References 49 publications

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“…Research indicates that in the online environment, besides cognitive elements, customer loyalty is directly affected by emotional or psychological constructs (Laukkanen et al, 2009;Filotto et al, 2021). Enhancing customer experiences through website design and attractive elements to motivate engagement with content can increase usage and loyalty (Rodrigues et al, 2017;Islam et al, 2020).…”

Section: Digital Banking Platforms 679mentioning

confidence: 99%

“…Some are dedicated to customer engagement and website attributes (Khan et al, 2016;Islam et al, 2020). However, research on crucial emotional or psychological factors is generally limited, mainly dealing with traditional banking services (Levy and Hino, 2016;Moliner-Tena et al, 2019;Amegbe et al, 2021;Hafez, 2021), while research on experiential and emotional aspects of loyalty is rather scarce in digital banking services (Filotto et al, 2021). Specifically, empirical research on the relationships between emotional attachment, psychological engagement in digital platforms and bank loyalty is very limited, although much needed.…”

Section: Digital Banking Platforms 679mentioning

confidence: 99%

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Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Levy

2022

IJBM

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PurposeVarious digital banking platforms (website and apps) are offered to bank customers in order to create an experiential service, which is essential in retaining customers and generating brand bank loyalty. The current study aims to examine the dynamics of customer emotional experience generated during digital banking service delivery and investigate the effect of customer psychological engagement with various digital platform types on brand bank loyalty creation.Design/methodology/approachA conceptual framework was constructed. Data were collected from digital banking customers through a web-based survey conducted via an online Internet panel. It involved 502 participants. The study employs a path analysis method using structural equation modeling.FindingsThe empirical results suggest that there are two paths from emotional attachment to bank loyalty: a direct path and an indirect path shaped by customer psychological engagement with service platforms. Additionally, it was found that the digital platform (website vs apps) used by the customer determined the magnitude of the impact of emotional attachment to the bank on psychological engagement with service platforms.Practical implicationsThis research claims that features of digital banking services are sufficient to enhance affective brand responses and maintain long-lasting relationships with customers. Using experiential services and psychologically engaging the customers, this goal can be achieved. Additionally, well designed apps can improve interaction with services and subsequently enhance loyalty.Originality/valueThis study facilitates a better understanding of the customer's emotional–psychological state during engagement with digital service delivery. Its novelty and contribution to the literature focus on the notion that the impact of emotional attachment on bank loyalty is mediated by experiential psychological engagement with the digital platform and moderated by the type of digital platform used.

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Section: Digital Banking Platforms 679mentioning

confidence: 99%

Section: Digital Banking Platforms 679mentioning

confidence: 99%

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Levy

2022

IJBM

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“…As part of their research, Filotto et al (2021) analyzed the perception of banking services by customers focused on the traditional sales channels of banking services in another selected country-in this case, Italy. The article compared traditional banking with online solutions.…”

Section: Literature Reviewmentioning

confidence: 99%

Poland–Turkey Comparison of Mobile Payments Quality in Pandemic Time

Chmielarz¹

2021

JRFM

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The main objective of this article is to identify and analyze the use of mobile payments in two countries, Poland and Turkey. The data for the study were collected with the application of the CAWI method in March 2021. The survey covered nearly 650 respondents in total. The basis for comparisons was populations from two culturally distinct countries, Poland and Turkey, which are at a similar level of development as regards the use of the Internet. The studies were carried out simultaneously in both countries and examined the group of young people aged 18–25. The research surveyed the population, which included the most active Internet users who are taking full advantage of the benefits of globalization, which is facilitated by the development of the Internet worldwide. The survey was translated into the respondents’ native languages, initially validated during the pilot studies and then distributed and circulated among the study participants. The obtained findings were subject to comparison, and the differences between the samples were analyzed and commented on to verify the hypotheses formulated in the study. The main limitation of the conducted study was the selection of a random group—the research sample consisted only of members of the academic community. The study presented in the article fills the research gap regarding international comparisons of the use of m-payments in the period of the COVID-19 pandemic. The obtained results indicate the undoubted fact of increased interest in the use of m-payments in e-commerce and e-banking, and even more importantly, differences concerning 40% of the criteria/attributes applied to assess the use of m-payments in both countries. The findings can be used by business practitioners dealing with the development of m-payments. Another potential application is to attempt to bridge the gaps between countries, which may be supported by globalization processes.

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“…Migrasi penggunaan teknologi dalam dunia perbankan merupakan sebuah upaya untuk menekan aksesibilitas dalam waktu dan ruang. Selain itu transformasi ini membantu meningkatkan trasparansi, menekan biaya, customer yang semakin cerdas baik secara pengetahuan dan finansial, transfer layanan yang berkualitas kepada pelanggan, keamanan data, dan wujud customer relationship yang dapat diberikan oleh perusahaan (Filotto, Caratelli, & Fornezza, 2021).…”

Section: Pendahuluanunclassified

Model Perilaku Konsumsi Lintas Generasi dalam Bertransaksi Digital

Sirait

Purnama

Wicaksono³

2021

JAB

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Changes in people's consumption styles and trends today are fundamentally influenced by the use of technology. The COVID-19 pandemic is one of the tearing points that explains that technology is a basic need today. Digital transactions are familiar and even greet all generations. This study aims to analyze the consumption behavior model of each generation hierarchy in digital transactions. Respondents from this study were generations X, Y, and Z, each of which consisted of 50 respondents. Data analysis method using Path Analysis using WarmPLS 6.0 statistical software. The results of data processing show that there is no direct or indirect relationship from cultural factors to the desire to transact digitally for generations X, Y, and Z although it is mediated by consumption behavior variables. Psychological factors influence generations Y and Z in digitally transacting fully mediated by consumption behavior variables. This study provides additional knowledge about behavioral models that influence and motivate the three generations in digital transactions.

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Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy

Cited by 57 publications

References 49 publications

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Poland–Turkey Comparison of Mobile Payments Quality in Pandemic Time

Model Perilaku Konsumsi Lintas Generasi dalam Bertransaksi Digital

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