PLAGIARISM SCAN REPORT

Words 784 Date October 14,2019

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Digital banking is becoming important for the service marketing of banks via telephone, internet and mobile, particularly with
the growing use of digital devices and the demand for financial services from customers. The that banking dynamics means
that the success of banks is no longer dependent solely on branch revenues, but on the production of customized products
and digitization.Capturing and maintaining customers is important to banks, and digital banking is becoming the tool of
choice; however, there is still limited research on how it affects customer experience and quality of banks. It is important to
determine the effect on customer experience and financial performance of digital banking services. The research
demonstrates how digital banking enhances banks’ profitability. It found that attributes such as perceived value, convenience,
functional quality, service quality and digital banking innovation are important in improving customer experience, satisfaction
and loyalty, and banks’ financial performance. Research has the ability to assist banks in service delivery and enhance
customer experience and financial performance through digital banking, such as revenue growth and economic value adds.
Digital banking was born from an original concept of selling services via the telephone in the late 1980s.It has enabled banks
to offer multi-channel services, altering the way they interact with customers and made UK banks close branches deemed
unprofitable due to customer numbers getting smaller or weaker. These changes in banks have made research into digital
banking very compelling. To help banks improve services, this research focuses on the effect of digital banking on customer
experience and banks’ financial performance, based on the opinions of UK banks documented in their financial reports,
employees (senior managers) and customers. Banks and customers are recognising the benefits from digital banking. The
proportion of bank customers accessing digital banking services has increased in recent years and the trend is expected to
continue. The research needs to be extended to developing countries. Africa is an up-and-coming continent where mobile
banking can be beneficial due to the large population living in remote areas. The research has studied digital banking’s effect
on customer experience and banks’ financial performance, and has assembled an integrated framework that will help existing
and new banks. Further research is needed to understand the applicability of this framework to other organisations like
insurance firms, and whether there are other factors to be added. The framework can be applied in banks using their
customer database to build marketing insight and verify how their digital banking loyalty affects financial performance. This
will have a predictive effect on banks’ future profitability, and require gaining their confidence. The research has collected data
from well-established banks. The framework and other research results can be tested in challenger banks and used to set up
a new bank. This requires convincing investors that they stand to gain from the research information. The importance of
digital banking in crowd finance and social banking are not widely covered. Social banking is conducted through social
networking such as peer-to-peer lending. Digital banking’s role in these areas can be interesting research.In addition to the
information mentioned under ‘Bank’ above, the thesis will help create awareness and knowledge sharing within banks and
government agencies about digital banking, and how it can be utilised more effectively. The new insight will help regulators
implement policies to protect customers and banks, and create awareness of security issues. Policies in this area are still
unclear. Security, data protection and privacy are still issues, and banks are vulnerable and at risk of attack. The research
findings recognise the importance of employees’ views and knowledge, and customers’ feedback in innovation and
implementation of digital banking, which banks should consider.Research finding illuminates new knowledge into current UK
digital banking and how banks are delivering services to customers. It has highlighted information on how banks can work
with customers to bring good experience, satisfaction and loyalty. It has provided an opportunity for customers to express
their feelings, how banks can create value for them and recommendations on what they want implemented to improve their
experience and satisfaction even further. For customers, security, service access and personalization are important. The
investment and work banks are doing around security can offer customers reassurance.The thesis builds a business case for
investment and work banks are doing around security can offer customers reassurance.The thesis builds a business case for
digital banking implementation, investment and innovation within banks by highlighting its importance on customer
experience and financial performance. This research is important in economic development and serving customers well, and
improving profit for shareholders which is the main objective of banks. It offers investors the comprehensive information
required to fill the gaps in the financial market. It forms the basis for investment in the new challenger banks, by offering
insight to would-be investors about the viability and potential economic value-adds from digital banking

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