Customers’ Digital Banking Experience: Abay Bank Managers’ Perceptions
| dc.contributor.advisor | Mesfen F. (PhD) | |
| dc.contributor.author | Hana Fekadu | |
| dc.date.accessioned | 2025-05-08T06:54:50Z | |
| dc.date.available | 2025-05-08T06:54:50Z | |
| dc.date.issued | 2024-02-10 | |
| dc.description.abstract | Digital banking is transforming the banking sector, as well as how banks generate profit and provide services to their clients. With the help of self-service technology, the customer experience becomes the central tenet of banks that have undergone a digital transformation. The goal of this study is to examine how those contemporary technologies affect managers' opinions of customers' experiences with digital banking. Because managers have direct contact with consumers and obtain firsthand information, information gathered from them is essential to improving customer satisfaction. An in-depth analysis of manager interviews at Abay Bank S.C. has been conducted using a qualitative study methodology. The key research issues were addressed in the study's conclusion, along with some suggested applications for financial institutions. Banks should aggressively seek out the explicit and latent requests of different customer groupings, as each customer contact data has the potential to become the source of improving customer experience evaluation. Consumers expect to be able to choose between human interaction and self-service technology. Sensitive topics may be handled by digital solutions that have the maturity to provide security and trust as well as complex functionality. Customers should be familiar with technology regardless of a financial institution's stage of digital transformation, and ethical guidelines should be highly valued by banks in order to promote transparent communication and a sense of value for all types of consumers. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5425 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | Customers’ Digital Banking Experience: Abay Bank Managers’ Perceptions | |
| dc.type | Thesis |