Literatur Review: Costumer Experience in Financial Technologi
Abstract
This article aimed to review academic research work carried out in the field of financial technology, and to analyze customer experience in the fintech sector. Fintech is a dynamic and innovative field that takes full advantage of advances in information and communication technology. The concept of customer experience was multidimensional, analyzed from multiple perspectives, and with different valence across different industries. Based on a stimulus approach where the customer experience in fintech was the result of customer evaluation of the stimuli proposed by the fintech company. Using equation modeling, articles sourced from journals were taken from the database using Harzing's Publish or Perish (PoP). The results showed that perceived value, customer support, assurance, speed, and perceived company innovation were related to the customer experience at fintech. In turn, the customer experience related to customer loyalty intentions.Keywords: customer experience, customer loyalty, fintech, financial company innovation.
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Stewart H, Jürjens J. 2018. Data security and consumer trust in FinTech innovation in Germany. Inf. Comput. Secur.
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Suseendran G, Chandrasekaran E, Akila D, Sasi Kumar A. 2020. Banking and FinTech (financial technology) embraced with IoT device. In: Data management, analytics and innovation. Springer, p 197–211.
Teichert T, Rezaei S, Correa JC. 2020. Customers’ experiences of fast food delivery services: uncovering the semantic core benefits, actual and augmented product by text mining. Br. Food J. 122: 3513–3528.
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Weichert M. 2017. The future of payments: How FinTech players are accelerating customer-driven innovation in financial services. J. Payments Strateg. Syst. 11: 23–33.
Wonglimpiyarat J. 2019. What is it about strategic implications of using financial models in the process of technology management? J. High Technol. Manag. Res. 30: 82–90.
Abad-Segura E, González-Zamar M-D, López-Meneses E, Vázquez-Cano E. 2020. Financial technology: review of trends, approaches and management. Mathematics 8: 951.
Barbu CM, Florea DL, Dabija D-C, Barbu MCR. 2021. Customer experience in fintech. J. Theor. Appl. Electron. Commer. Res. 16: 1415–1433.
Basole RC, Patel SS. 2018. Transformation through unbundling: Visualizing the global FinTech ecosystem. Serv. Sci. 10: 379–396.
Boratyńska K. 2019. Impact of digital transformation on value creation in Fintech services: an innovative approach. J. Promot. Manag. 25: 631–639.
Buckley RP, Webster S. 2016. FinTech in developing countries: charting new customer journeys. J. Financ. Transform. 44.
Chang H, Liang W, Wang Y. 2019. Do institutional investors still encourage patent-based innovation after the tech bubble period? J. Empir. Financ. 51: 149–164.
Chuang L-M, Liu C-C, Kao H-K. 2016. The adoption of fintech service: TAM perspective. Int. J. Manag. Adm. Sci. 3: 1–15.
Dabija D-C, Bejan BM, Tipi N. 2018. Generation X versus millennials communication behaviour on social media when purchasing food versus tourist services. E+ M Ekon. a Manag. 21: 191–205.
elliyana, ela, Rabia, A., & Mulyani, R. (2019). Analisis sistem pengawasan pemberian pembiayaan pada PT. Bank Sulselbar Syariah Cabang Utama Makassar. Economy Deposit Journal (E-DJ), 1(1), 1-8. https://doi.org/10.36090/e-dj.v1i1.199
EtFrancisco-José, Fernández-DÃaz M-J. 2016. Los docentes de la Generación Z y sus competencias digitales= Generation’Z Teachers and their Digital Skills. Los docentes la Generación Z y sus competencias Digit. Gener. Teach. their Digit. Ski.: 97–105.
Gatto A. 2018. Historical roots of microcredit and usury: The role of Monti di Pietà in Italy and in the kingdom of Naples in XV–XX centuries. J. Int. Dev. 30: 911–914.
Gimpel H, Rau D, Röglinger M. 2018. Understanding FinTech start-ups–a taxonomy of consumer-oriented service offerings. Electron. Mark. 28: 245–264.
Gomber P, Kauffman RJ, Parker C, Weber BW. 2018. On the fintech revolution: Interpreting the forces of innovation, disruption, and transformation in financial services. J. Manag. Inf. Syst. 35: 220–265.
Hu Z, Ding S, Li S, Chen L, Yang S. 2019. Adoption intention of fintech services for bank users: An empirical examination with an extended technology acceptance model. Symmetry (Basel). 11: 340.
Huang L-T, Kuo F-J. 2014. A study on travel information adoption intention in the online social community: The perspectives of customer experience and information adoption model.
Jesuthasan S. 2021. Customer Experi Ence In Fintech : A St Ud Y From Sri Lankan Commercial. 420–428.
Jin Z, Yang Y, Liu Y. 2020. Stock closing price prediction based on sentiment analysis and LSTM. Neural Comput. Appl. 32: 9713–9729.
Kim Y, Park Y-J, Choi J, Yeon J. 2015. An empirical study on the adoption of “Fintech†service: Focused on mobile payment services. Adv. Sci. Technol. Lett. 114: 136–140.
Lee M-C. 2009. Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electron. Commer. Res. Appl. 8: 130–141.
Lim SH, Kim DJ, Hur Y, Park K. 2019. An empirical study of the impacts of perceived security and knowledge on continuous intention to use mobile fintech payment services. Int. J. Human–Computer Interact. 35: 886–898.
Mbama CI, Ezepue PO. 2018. Digital banking, customer experience and bank financial performance: UK customers’ perceptions. Int. J. Bank Mark.
Müller J, Kerényi Ã. 2019. The Need for Trust and Ethics in the Digital Age–Sunshine and Shadows in the FinTech World. Financ. Econ. Rev. 18: 5–34.
Nasermoadeli A, Ling KC, Maghnati F. 2013. Evaluating the impacts of customer experience on purchase intention. Int. J. Bus. Manag. 8: 128.
Nguyen NX, Nguyen DT, Suseno Y, Bui Quang T. 2020. The flipped side of customer perceived value and digital technology in B2B professional service context. J. Strateg. Mark.: 1–21.
Nicoletti B, Nicoletti W, Weis. 2017. Future of FinTech. Springer.
Nițescu DC, Murgu V. 2019. The economic growth catalyzers at the European level, in the context of the 2008 financial crisis. Amfiteatru Econ. J. 21: 241–257.
Palomo Zurdo R, Fernández Torres Y, Gutiérrez Fernández M. 2018. Banca cooperativa y transformación digital: hacia un nuevo modelo de relación con sus socios y clientes.
Palop JJ, Mucke L, Roberson ED. 2010. Quantifying biomarkers of cognitive dysfunction and neuronal network hyperexcitability in mouse models of Alzheimer’s disease: depletion of calcium-dependent proteins and inhibitory hippocampal remodeling. In: Alzheimer’s Disease and Frontotemporal Dementia. Springer, p 245–262.
Parasuraman A. 2000. Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. J. Serv. Res. 2: 307–320.
Polasik M, Widawski P, Lis A. 2022. Challenger bank as a new digital form of providing financial services to retail customers in the EU internal market: The case of Revolut. In: The Digitalization of Financial Markets. Taylor & Francis.
Pour MJ, Rafiei K, Khani M, Sabrirazm A. 2021. Gamification and customer experience: the mediating role of brand engagement in online grocery retailing. Nankai Bus. Rev. Int.
Prodanova NA, Savina N V, Kevorkova Z, Korshunova LN, Bochkareva N. 2019. Organizational and methodological support of corporate self-assessment procedure as a basis for sustainable business development. Entrep. Sustain. Issues 7: 1136.
Rose S, Clark M, Samouel P, Hair N. 2012. Online customer experience in e-retailing: an empirical model of antecedents and outcomes. J. Retail. 88: 308–322.
Rubini A. 2018. Fintech in a flash: financial technology made easy. Walter de Gruyter GmbH & Co KG.
Ryu H-S. 2018. Understanding benefit and risk framework of fintech adoption: Comparison of early adopters and late adopters. In: Proceedings of the 51st Hawaii International Conference on System Sciences.
Ryu H-S, Ko KS. 2020. Sustainable development of Fintech: Focused on uncertainty and perceived quality issues. Sustainability 12: 7669.
Schmitt B. 1999. Experiential marketing. J. Mark. Manag. 15: 53–67.
Stewart H, Jürjens J. 2018. Data security and consumer trust in FinTech innovation in Germany. Inf. Comput. Secur.
Sundström G, Kashyap G. 2016. CEMenting Growth: Customer Experience Management as a driver of Growth.
Suseendran G, Chandrasekaran E, Akila D, Sasi Kumar A. 2020. Banking and FinTech (financial technology) embraced with IoT device. In: Data management, analytics and innovation. Springer, p 197–211.
Teichert T, Rezaei S, Correa JC. 2020. Customers’ experiences of fast food delivery services: uncovering the semantic core benefits, actual and augmented product by text mining. Br. Food J. 122: 3513–3528.
Tian X, Han R, Wang L, Lu G, Zhan J. 2015. Latency critical big data computing in finance. J. Financ. Data Sci. 1: 33–41.
Tiron-Tudor A, Nistor CS, Ştefănescu CA, Zanellato G. 2019. Encompassing Non-Financial Reporting In A Coercive Framework For Enhancing Social Responsibility: Romanian Listed Companies’case. Amfiteatru Econ. 21: 590–606.
Weichert M. 2017. The future of payments: How FinTech players are accelerating customer-driven innovation in financial services. J. Payments Strateg. Syst. 11: 23–33.
Wonglimpiyarat J. 2019. What is it about strategic implications of using financial models in the process of technology management? J. High Technol. Manag. Res. 30: 82–90.
Published
2023-01-16
How to Cite
ELLIYANA, Ela et al.
Literatur Review: Costumer Experience in Financial Technologi.
JURNAL ADMINISTRASI KANTOR, [S.l.], v. 10, n. 2, p. 134-143, jan. 2023.
ISSN 2527-9769.
Available at: <https://460290.0x60nl4us.asia/index.php/JAK/article/view/1958>. Date accessed: 28 nov. 2024.
doi: https://doi.org/10.51211/jak.v10i2.1958.
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
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