THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS

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 employe...

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Main Authors:	Ortal FALKOVITCH, Carmit Moshe ROZENTAL
Format:	Article
Language:	English
Published:	Romanian Foundation for Business Intelligence 2019-12-01
Series:	Network Intelligence Studies
Subjects:	digitalization twenty-first century banking customer satisfaction customer retention
Online Access:	http://seaopenresearch.eu/Journals/articles/NIS_14_8.pdf

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spelling	doaj-96db8ec2a220445991b8776d0fecf9b02020-11-25T02:39:25ZengRomanian Foundation for Business IntelligenceNetwork Intelligence Studies2344-17122019-12-01VII14 (2/2019)143154networ:y:2019:i:14:p:143-154THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKSOrtal FALKOVITCH0Carmit Moshe ROZENTAL1 Alexandru Ioan Cuza University of Iasi Alexandru Ioan Cuza University of Iasi 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. http://seaopenresearch.eu/Journals/articles/NIS_14_8.pdf digitalizationtwenty-first century bankingcustomer satisfactioncustomer retention
collection	DOAJ
language	English
format	Article
sources	DOAJ
author	Ortal FALKOVITCH Carmit Moshe ROZENTAL
spellingShingle	Ortal FALKOVITCH Carmit Moshe ROZENTAL 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 digitalization twenty-first century banking customer satisfaction customer retention
author_facet	Ortal FALKOVITCH Carmit Moshe ROZENTAL
author_sort	Ortal FALKOVITCH
title	THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS
title_short	THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS
title_full	THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS
title_fullStr	THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS
title_full_unstemmed	THE DIGITALIZATION OF BANKING IN ISRAEL AND ITS EFFECT ON CUSTOMER SATISFACTION. A QUALITATIVE STUDY FROM THE PERSPECTIVE OF MANAGERS AT TWO ISRAELI BANKS
title_sort	digitalization of banking in israel and its effect on customer satisfaction. a qualitative study from the perspective of managers at two israeli banks
publisher	Romanian Foundation for Business Intelligence
series	Network Intelligence Studies
issn	2344-1712
publishDate	2019-12-01
description	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.
topic	digitalization twenty-first century banking customer satisfaction customer retention
url	http://seaopenresearch.eu/Journals/articles/NIS_14_8.pdf
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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

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