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Digital banking, customer experience and bank financial performance

16 references·16 citing·44 second hopsampled

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References

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1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
2004Innovativeness: Its antecedents and impact on business performance2,052 cited
2004The One Number You Need to Grow2,034 cited

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2004Innovativeness: Its antecedents and impact on business performance1,503 cited

2013Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application1,442 cited

Cited by

2021Customer Experience in Fintech257 cited
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2022Customer experience in digital banking: a review and future research directions185 cited
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2021Customer satisfaction in the digital era: evidence from Islamic banking172 cited
2020Customer engagement in the digital age: a review and research agenda149 cited
2022Determinants of Intention to Use e-Wallet: Personal Innovativeness and Propensity to Trust as Moderators140 cited
2022The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics131 cited
2021Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes123 cited
2024Impacts of digitization on operational efficiency in the banking sector: Thematic analysis and research agenda proposal115 cited
2023The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation113 cited
2024Digital Transformation in MSMEs: Challenges and Opportunities in Technology Management107 cited
2020Augmenting customer loyalty through customer experience management in the banking industry107 cited
2023Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us90 cited
2020Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty86 cited
2019What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia73 cited