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Journal ArticleDOI

Is There an Impact of Digital Transformation on Consumer Behaviour? An Empirical Study in the Financial Sector

26 Apr 2023-Economies-Vol. 11, Iss: 5, pp 132-132
TL;DR: In this article , the impact of digital transformation on consumer behavior in the financial sector is investigated. But the authors focus on the impact on bank customers and focus on how to improve customer service as a precursor to customer loyalty.
Abstract: Digital transformation has become a notorious topic in the financial sector, as its implementation brings about a positive change in the user experience. Its relevance is seen in how scientists study it from different points of view, while it attracts the interest of financial institutions, as the understanding resulting from the research can improve the implementation of plans in the new digital era. Therefore, the objective of this study is to determine the impact of digital transformation on consumer behaviour in the financial sector. A quantitative explanatory level approach was used. The study population was finite, consisting of bank customers, considering a simple random probability sample of 385. The technique used was the survey and a questionnaire as a validated and reliable instrument. Digital transformation has been shown to have a significant impact on consumer behaviour in the financial sector, tested by Chi-square and ordinal logistic regression (χ2 = 0.000 < 0.05; Wald coefficient = 29.162 = 0.000; Nagelkerke’s R2 = 0.381), confirming that consumer behaviour is driven by digitisation activities. This work highlights the importance of managing digital transformation as a mediator of business success and, within action plans, taking steps to improve customer service as a precursor to customer loyalty.

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References
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Journal ArticleDOI
TL;DR: In this paper , the authors present a retrospective review of the Journal of Consumer Behaviour (JCB) using bibliometric analysis and find that consumer behavior research in JCB has grown substantially in terms of collaboration (coauthorships), global reach (countries), productivity (publications), and impact.
Abstract: The way consumers behave is fundamental to marketing. Journal of Consumer Behaviour (JCB) is an international journal dedicated to publishing the latest developments of consumer behaviour. To gain an understanding of the evolution and trends in consumer behaviour, this study presents a retrospective review of JCB using bibliometric analysis. Using bibliographic records of JCB from Scopus, this study finds that consumer behaviour research in JCB has grown substantially in terms of collaboration (co-authorships), global reach (countries), productivity (publications), and impact (citations). The major themes explored by consumer behaviour research in JCB include consumer information processing, consumption communities, consumption value, sustainable consumption, intergenerational consumer behaviour, consumer-brand relationship, consumer ethics, and conditional relationships in consumer behaviour. The most recent consumer behaviour research in JCB has considered externalities such as the COVID-19 pandemic and focused on themes such as consumer ethics and sustainable consumption in line with the global movement toward environmental social governance (ESG) and sustainable development goals (SDGs). (PsycInfo Database Record (c) 2022 APA, all rights reserved)

20 citations

Journal ArticleDOI
TL;DR: In this article, Las empresas actuales buscan relacionarse con susclientes for elevar la satisfaccion, la confianza, and la lealtad, asi elvalor del cliente alcanza una dim...
Abstract: Resumen es: Las empresas actuales buscan relacionarse con susclientes para elevar la satisfaccion, la confianza y la lealtad, asi elvalor del cliente alcanza una dim...

20 citations

12 Jan 2016
TL;DR: In this article, the authors describe a procedure that enabled their analysis and measurement in a hotel of Varadero, Spain, in order to understand the quality perception of the service from the perspective of satisfaction of the external customer.
Abstract: espanolLa Calidad Percibida del Servicio desde la perspectiva de satisfaccion del cliente externo, es un elemento basico para comprender sus necesidades y expectativas. Por las ventajas que esto representa el objetivo principal de este trabajo fue el desarrollo de un procedimiento que permitio su analisis y medicion en un hotel del Polo de Varadero. Entre las tecnicas y herramientas utilizadas se encuentran: cuestionario SERVPERF, Procedimiento Valper y Matriz de decision W-X. En el procesamiento y analisis de los datos se emplearon Software estadisticos. Los principales resultados obtenidos fueron el diseno del procedimiento que hizo operativo el proceso de medicion y analisis de los niveles de la Calidad Percibida del Servicio en la entidad, a partir del calculo del Valor Percibido, obteniendose valores por encima del valor neutro y relativamente proximos al valor maximo de la escala de medicion aplicada. EnglishThe Quality Perceived of the Service from the perspective of satisfaction of the external customer is a basic element to understand her needs and expectations. For the advantages that this represents the main objective of this work it was the development of a procedure that enabled your analysis and measurement in a hotel of Varadero. Between the techniques and used tools, meet: Questionnaire SERVPERF, Valper Procedure and Decision Matrix W- X. To process and analysis the data were used the statistical Software. The main obtained results were the design of the procedure that did operation the process of measurement and analysis the Quality Perceived Service levels in the entity, from the calculation of the Perceived Value, obtaining appraise over the neuter value and relatively nearby to the maximum value of the scale of applied measurement.

17 citations

Journal ArticleDOI
TL;DR: An exploratory study that examined what a preventative telemedicine system, based around a centralized platform and connected wearable devices, might look like in France, uses the HINGE digital transformation model both as a methodology, and as a structure for presenting an outline of the key features of the proposed approach.
Abstract: France has a large and well-organized health-care system, however, before the restrictions caused by the COVID-19 pandemic, telemedicine was largely seen as a cost-effective method of making specialist skills available to socially isolated groups, and to patients who live in remote locations. Here, we present the findings of an exploratory study that examined what a preventative telemedicine system, based around a centralized platform and connected wearable devices, might look like. The data were collected during 2019, ahead of the pandemic, and include interviews with three key stakeholders: a doctor working in a hospital emergency room, the director of a service providing mobile resuscitation teams, and a user of a wearable device who discovered, through the device, that he had a serious cardiac pathology. The study uses the HINGE digital transformation model both as a methodology, and as a structure for presenting an outline of the key features of our proposed approach. We conclude by highlighting some of the benefits of our system, both in light of the context for the original study, and in the light of the COVID-19 pandemic that occurred afterward.

13 citations

Trending Questions (3)
Is There an Impact of Digital Transformation on Consumer Behaviour? An Empirical Study in the Financial Sector?

Yes, the empirical study found that digital transformation has a significant impact on consumer behavior in the financial sector.

Is There an Impact of Digital Transformation on financial Behaviour?

Yes, digital transformation significantly impacts consumer behavior in the financial sector, as confirmed by the study's findings using statistical tests like Chi-square and ordinal logistic regression.

How has digital transformation impacted the customer service experience in the banking industry?

The paper states that digital transformation has a significant impact on consumer behavior in the financial sector, but it does not specifically mention the impact on customer service experience in the banking industry.