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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

Listed:
  • Ortal FALKOVITCH

    (University Alexandru Ioan Cuza Iaşi)

  • Carmit Moshe ROZENTAL

    (University Alexandru Ioan Cuza Iaşi)

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.

Suggested Citation

  • Ortal FALKOVITCH & Carmit Moshe ROZENTAL, 2019. "The Digitalization Of Banking In Israel And Its Effect On Customer Satisfaction. A Qualitative Study From The Perspective Of Managers At Two Israeli Banks," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 14, pages 143-154, December.
    • Handle: RePEc:cmj:networ:y:2019:i:14:p:143-154
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    References listed on IDEAS

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    More about this item

    Keywords

    Digitalization; Twenty-first century banking; Customer satisfaction; Customer retention;
    All these keywords.

    JEL classification:

    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • N25 - Economic History - - Financial Markets and Institutions - - - Asia including Middle East
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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