Impact of Commercial Banks’ Digitalization on the Customer Experience
Anna, Tatarkina (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021121526254
https://urn.fi/URN:NBN:fi:amk-2021121526254
Tiivistelmä
The purpose of this thesis was to study the shifts of customer behaviour and how commercial banks have accelerated the digitalization of their services with disruptive technologies adapting to the changes during Covid-19 pandemic.
Banking is nowadays developing promptly due to external influences, trends, and digitalization. The problem is in the speed of the transformation because the clients need time to perceive the new reality. The thesis provides a view on the banking industry from the macroeconomic perspective. Through the deeper understanding of the topic, it was possible to understand the consumer behaviour shift and present several practices of the solutions provided by large international banks. Furthermore, the interviews were conducted with French and Finnish respondents in order to confirm or refute the previous studies.
Banking is nowadays developing promptly due to external influences, trends, and digitalization. The problem is in the speed of the transformation because the clients need time to perceive the new reality. The thesis provides a view on the banking industry from the macroeconomic perspective. Through the deeper understanding of the topic, it was possible to understand the consumer behaviour shift and present several practices of the solutions provided by large international banks. Furthermore, the interviews were conducted with French and Finnish respondents in order to confirm or refute the previous studies.