Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions

Detalhes bibliográficos
Autor(a) principal: Ab Aziz, Azira
Data de Publicação: 2023
Outros Autores: Woods, Peter Charles
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714
Resumo: This study presents evidence on the initiatives and transformation model in Malaysia Financial Institutions. Offers a case analysis of Digital Transformation (DT) from a financial institution’s perspective and considers the annual reports of eight local banks published by Bursa Malaysia (Malaysian Stock Exchange) that define their digital customer experience plans. The study applies qualitative analysis, purposive sampling, and case analysis using a text-mining method to the annual reports. In assessing the initiatives, customers emphasize the bank practices focusing on understanding and delivering value-in-use.DOI: https://doi.org/10.54663/2182-9306.2023.sn13.29-55
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spelling Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial InstitutionsCase analysis, Customer Experience, Digital Banking Transformation, Malaysian Stock Exchange.This study presents evidence on the initiatives and transformation model in Malaysia Financial Institutions. Offers a case analysis of Digital Transformation (DT) from a financial institution’s perspective and considers the annual reports of eight local banks published by Bursa Malaysia (Malaysian Stock Exchange) that define their digital customer experience plans. The study applies qualitative analysis, purposive sampling, and case analysis using a text-mining method to the annual reports. In assessing the initiatives, customers emphasize the bank practices focusing on understanding and delivering value-in-use.DOI: https://doi.org/10.54663/2182-9306.2023.sn13.29-55ISVOUGA - Instituto Superior de Entre Douro e Vouga2023-07-14info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714International Journal of Marketing, Communication and New Media; No 13 (2023): Special Number SM2182-9306reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714/347Copyright (c) 2023 Azira Ab Aziz, Peter Charles Woodsinfo:eu-repo/semantics/openAccessAb Aziz, AziraWoods, Peter Charles2023-07-21T10:49:48Zoai:u3isjournal.isvouga.pt:article/714Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:08:15.066177Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
title Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
spellingShingle Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
Ab Aziz, Azira
Case analysis, Customer Experience, Digital Banking Transformation, Malaysian Stock Exchange.
title_short Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
title_full Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
title_fullStr Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
title_full_unstemmed Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
title_sort Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions
author Ab Aziz, Azira
author_facet Ab Aziz, Azira
Woods, Peter Charles
author_role author
author2 Woods, Peter Charles
author2_role author
dc.contributor.author.fl_str_mv Ab Aziz, Azira
Woods, Peter Charles
dc.subject.por.fl_str_mv Case analysis, Customer Experience, Digital Banking Transformation, Malaysian Stock Exchange.
topic Case analysis, Customer Experience, Digital Banking Transformation, Malaysian Stock Exchange.
description This study presents evidence on the initiatives and transformation model in Malaysia Financial Institutions. Offers a case analysis of Digital Transformation (DT) from a financial institution’s perspective and considers the annual reports of eight local banks published by Bursa Malaysia (Malaysian Stock Exchange) that define their digital customer experience plans. The study applies qualitative analysis, purposive sampling, and case analysis using a text-mining method to the annual reports. In assessing the initiatives, customers emphasize the bank practices focusing on understanding and delivering value-in-use.DOI: https://doi.org/10.54663/2182-9306.2023.sn13.29-55
publishDate 2023
dc.date.none.fl_str_mv 2023-07-14
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714
url http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/714/347
dc.rights.driver.fl_str_mv Copyright (c) 2023 Azira Ab Aziz, Peter Charles Woods
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 Azira Ab Aziz, Peter Charles Woods
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
dc.source.none.fl_str_mv International Journal of Marketing, Communication and New Media; No 13 (2023): Special Number SM
2182-9306
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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