The relationship between customer and financial service provider

1999 ◽  
Vol 6 (4) ◽  
pp. 258-269
Author(s):  
Roger Jupp
Keyword(s):  
Service Provider ◽  
Financial Service ◽  
Financial Service Provider ◽  
The Relationship

Relationship quality, on‐line banking and the information technology gap

2003 ◽  
Vol 21 (1) ◽  
pp. 29-37 ◽  
Author(s):  
Bodo Lang ◽  
Mark Colgate
Keyword(s):  
Information Technology ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Service Provider ◽  
Financial Service ◽  
Online Banking ◽  
Financial Service Provider ◽  
On Line ◽  
The Impact ◽  
The Relationship

In a world of escalating competitiveness, information technology (IT), such as online banking, and relationship marketing are becoming increasingly important to marketers. This paper investigates the impact of IT in a relationship marketing context. In particular it focuses on how customers use a combination of IT channels to interact with their financial service provider and how this interaction affects the relationship quality between the customer and the financial service provider. This study provides empirical evidence that indicates that those customers who do not exhibit an “IT gap” have more positive perceptions of their relationship with their financial service provider. These findings suggest that firms that fail to provide channels that their customers seek and value will find it more difficult to forge strong relationships with their customers – a critical condition for success in many of today’s industries.

Quality Quandaries: Deploying Operational Excellence at a Financial Service Provider

2013 ◽  
Vol 25 (3) ◽  
pp. 298-306 ◽  
Author(s):  
Jeroen de Mast ◽  
Benjamin P. H. Kemper ◽  
Astrid Wiltjer ◽  
Ronald J. M. M. Does
Keyword(s):  
Service Provider ◽  
Financial Service ◽  
Financial Service Provider ◽  
Operational Excellence

scholarly journals Fintech Indonesia User Legal Protection in Balance Borrowing Money Based on Information Technology

2018 ◽  
Vol 54 ◽  
pp. 06003 ◽  
Author(s):  
Sulistyandari
Keyword(s):  
Information Technology ◽  
Law Enforcement ◽  
Service Provider ◽  
Financial Services ◽  
Legal Protection ◽  
Financial Service ◽  
Financial Service Provider ◽  
Settlement Of Disputes ◽  
Settlement Of Dispute

The growth of FinTech companies in Indonesia is very rapid, currently, there are 142 FinTech Companies in Indonesia. The Financial Services Authority (OJK) continues to encourage the development of information technology-based financial service provider company (FinTech). OJK considers that the more number of FinTech companies, the better it would be. It is important to pay attention to legal protection for FinTech Users, because lending and borrowing services-based information technology has the potential to cause harm to FinTech users, besides being done online, the lender and recipient of the loan do not know each other, and there is no collateral in information technology-based lending and borrowing services. This paper discusses the legal protection of FinTech Users in information technology-based lending and borrowing services, and settlement of dispute in the event of a dispute between FinTech Companies and FinTech Indonesia Users. Legal protection for FinTech Users is provided in agreements made between FinTech Indonesia Companies and FinTech Users and law enforcement OJK Regulation No. 77/POJK.01/2016 The settlement of disputes by complaining to the FinTech Company, to the Financial Services Authority (OJK) or claiming through the General Court.

scholarly journals PENGARUH RELATIONAL BENEFITS TERHADAP RELATIONAL OUTCOMES BEHAVIORAL (WOM, TRUST&COMMITMENT) MELALUI SATISFACTION (SURVEI PADA NASABAH PT. BANK NEGARA INDONESIA WILAYAH JAKARTA)

2010 ◽  
Vol 3 (1) ◽  
pp. 77
Author(s):  
Hielvita Ludiya
Keyword(s):  
Relationship Marketing ◽  
Service Provider ◽  
Word Of Mouth ◽  
Service Industries ◽  
Customer Relationship ◽  
Social Benefits ◽  
Financial Service Provider ◽  
Relational Benefits ◽  
Relational Outcomes ◽  
The Relationship

<span><em>The background of this research was to prove the relationship marketing as approaches for attract, </em><span><em>maintain and enhance customer relationship and to build competitive advantages strategy. To pass </em><span><em>relationship marketing mainly concentrated on analysis of benefits (relational benefits). PT. Bank Negara</em><br /><span><em>Indonesia as financial service provider makes relationship with their partner, in there many problem in </em><span><em>those relationship.</em><br /><span><em>The objective of this research is know the influence of perceived relational benefits on relational outcomes </em><span><em>behavioral (word of mouth, trust&amp;commitment) to pass satisfaction during in PT. Bank Negara Indonesia</em><br /><span><em>toward the reality act of the PT. Bank Negara Indonesia service. In the highly competitive service </em><span><em>industries such as bank, it is very essential to encourage the patterns of continuous the repurchase and </em><span><em>to retain customers. This may be achieved through the quality of the relationship that was established</em><br /><span><em>between the service provider and the customer’s.</em><br /><span><em>The design of this research applies a survey toward unit of analysis on PT.Bank Negara Indonesia to </em><span><em>interview the customers for testing hypothesis. Mean while the required data consist of eight variables;</em><br /><span><em>confidence benefits, social benefits, convenience benefits and employee’s social regard attribute as </em><span><em>independent variables, satisfaction as intervening variable and word of mouth, trust and commitment</em><br /><span><em>as dependent variable. The design of this research applies the Likert-scale for the 5 point measurement </em><span><em>which means strongly agree and 1 point is for strongly disagree</em><span><em>. </em><span><em>The aggregate numbers of customer </em><span><em>being respondent of the study are 170.</em><br /><span><em>The result of this research conclude that two variable of relational benefits which is confidence benefits </em><span><em>and employee’s social regard effecting to satisfaction. Meanwhile two variable, social benefits and </em><span><em>convenience benefits didn’t effecting to satisfaction. And then satisfaction effecting to word of mouth,</em><br /><span><em>trust and commitment.</em><br /><span><em>Keywords : </em><span><em>Service industries, Customer satisfaction, Individual perception, Customer relations</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span></span></span>

Quality quandaries: Improving a customer value stream at a financial service provider

2016 ◽  
Vol 28 (1) ◽  
pp. 155-163 ◽  
Author(s):  
Alex Kuiper ◽  
Ruud van de Hoef ◽  
Marrije Wesseling ◽  
Bart A. Lameijer ◽  
Ronald J. M. M. Does
Keyword(s):  
Service Provider ◽  
Customer Value ◽  
Financial Service ◽  
Financial Service Provider ◽  
Value Stream

scholarly journals Technological, Organizational and Environmental Framework for Digital Transformation in South African Financial Service Providers

2020 ◽  
Vol 5 (5) ◽  
pp. 180-196
Author(s):  
Michael Makgale Modiba ◽  
Ray M Kekwaletswe
Keyword(s):  
South African ◽  
Service Provider ◽  
Service Providers ◽  
Research Problem ◽  
Financial Service ◽  
Digital Transformation ◽  
Contextual Influences ◽  
Business Transformation ◽  
Financial Service Provider

This paper addresses technological, organizational and environmental contexts as experienced within South African Financial Service Providers, with respect to digital transformation. Although digital transformation is well studied, the research problem is that literature inadequately addresses how these three contexts manifest and play a role as financial service providers transform to digital business. Informed by interpretivist philosophy stance and case study strategy, this paper shows how digital transformation is enabled or inhibited by contextual influences. The paper argues that digital transformation ought to manifest cognizant of the context in which the financial service provider finds itself. To this point, the paper conceptualises a framework that may help in the digital business transformation.

Regulating FinTech Through Sandboxes

2021 ◽  
pp. 83-99
Author(s):  
Maryam Khalid ◽  
Sherin Kunhibava
Keyword(s):  
Financial Crisis ◽  
Service Provider ◽  
Rapid Growth ◽  
Global Financial Crisis ◽  
Banking Industry ◽  
Financial Service ◽  
Eligibility Criteria ◽  
Financial Service Provider ◽  
Digital Era ◽  
Entry Requirements

Fintech emergence post-Global Financial Crisis puts a threat to the banking industry. One of the strategies for the banks to stay afloat and relevant in the current digital era is through regulatory sandbox. A regulatory sandbox is one of the tools opted by financial regulators in certain jurisdictions to regulate the rapid growth of fintech products within their financial sphere. The pioneer of which was the UK's market and conduct regulator, the Financial Conduct Authority (FCA). Bank Negara Malaysia (BNM) was also one of the first jurisdictions that followed suit. One of the basic structures in a sandbox is the eligibility criteria that the regulators draw for the financial service provider to participate in the sandbox. This chapter shall address the entry requirements in both jurisdictions as the structure of the regulatory sandboxes differs from one jurisdiction to another. This topic is crucial to the banks as they need to understand further how regulatory sandbox may help them offer innovative financial products to level the competition with the fintech players in the market.

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