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

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

Author(s): Ortal Falkovitch, Carmit Moshe ROZENTAL
Subject(s): Social Sciences, Economy, National Economy, Business Economy / Management, Financial Markets
Published by: Fundatia Română pentru Inteligenta Afacerii
Keywords: Digitalization; Twenty-first century banking; Customer satisfaction; Customer retention;

Summary/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.

  • Issue Year: VII/2019
  • Issue No: 14
  • Page Range: 143-154
  • Page Count: 12
  • Language: English