scholarly journals Updating Forecasts in Vector Autoregression Models with an Application to the Canadian Banking Industry

2011 ◽  
Author(s):  
Hui Zhu ◽  
Allan Gregory
Keyword(s):  
Banking Industry ◽  
Vector Autoregression ◽  
Autoregression Models ◽  
Canadian Banking

Participation in voluntary training activities in the Canadian banking industry

2006 ◽  
Vol 27 (7) ◽  
pp. 666-678 ◽  
Author(s):  
Stéphane Renaud ◽  
Lucie Morin ◽  
Julie Cloutier
Keyword(s):  
Banking Industry ◽  
Training Activities ◽  
Canadian Banking

scholarly journals An analysis of the impact of implementing a new interactive voice response system (IVR) on client experience in the Canadian banking industry

2021 ◽  
Author(s):  
Priscilla Manatsa
Keyword(s):  
Banking Industry ◽  
Interactive Voice Response ◽  
Research Question ◽  
Client Experience ◽  
Use Of Technology ◽  
Net Promoter ◽  
The Impact ◽  
Canadian Banking ◽  
Voice Response

Banks are constantly competing to find new ways to satisfy clients and meet their growing, heterogenous needs. Clients can access round the clock banking services worldwide. One way to access information is through Interactive Voice Response (IVR) systems. This research is an analysis of the process of implementing an IVR system and the impact on client experience using the case study of a Canadian bank. The research question is: “What is the impact of an IVR system upgrade on client experience in the Canadian banking industry?” The Productivity Paradox and the Unified Theory of Acceptance and Use of Technology model (UTAUT) are leveraged and a thematic analysis of the feedback provided from Net Promoter Score (NPS) surveys is done. The results show that although the IVR system can be an attractive automation interface for clients, there are many unanswered concerns about customer satisfaction as demonstrated by NPS feedback.

Sign in / Sign up

Export Citation Format

Share Document