THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS

Ortal Falkovitch and Carmit Moshe Rozental
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Ortal Falkovitch: University Alexandru Ioan Cuza Iaşi
Carmit Moshe Rozental: University Alexandru Ioan Cuza Iaşi

Network Intelligence Studies, 2019, issue 14, 143-154

Abstract: The evolution of digital technologies has made it necessary for Israel’s banks to reexamine the way they operate. The purpose of the article is to investigate the effects of the Israeli banking industry’s digitalization on customer satisfaction by examining current perceptions among managers employed by two of the country’s leading banks. The article points out that although this topic has been studied before, no research has been conducted in Israel on the topic of customer satisfaction regarding banking digitalization, and no one has examined the manager’s point of view on the subject. The data was collected by means of semi-structured interviews. The findings indicated that there is a significant relationship between the digitalization of banking and customer satisfaction.

Keywords: Digitalization; Twenty-first century banking; Customer satisfaction; Customer retention (search for similar items in EconPapers)
JEL-codes: G21 N25 O33 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:cmj:networ:y:2019:i:14:p:143-154

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