Assessing the impact of service quality on customer behavior in the post digital transformation era

DOI

10.2991/978-2-38476-253-8_40How to use a DOI?

Keywords

Banking Service quality Model; Customer behavior; Digital transformation

Abstract

This paper aims to study the influence of banking service quality on customer behavior after digital transformation. Through the analysis of these influencing factors, the enlightenment to digital business is obtained, including business improvement and service enhancement. The main tool of this study is questionnaire survey, with a total sample space of 5.05 million, 400 samples were actually collected, 400 valid questionnaires were issued, and specific factors were studied by quantitative analysis and statistical methods. This includes the analysis of the collected data. Through basic analysis, reliability analysis, validity analysis, correlation analysis and regression analysis, the validity of the questionnaire is good, and the influence of service duty factor, tangible asset factor, price factor, reception capacity factor, reliability factor, efficiency and trust scale on customer behavior is analyzed to find out the internal law between the independent variable and the dependent variable. Finally, the study found, service duty factor, tangible asset factor and price factor have a high impact on customer behavior, while reception capacity factor, reliability factor, efficiency and trust scale have a relatively low impact on customer behavior.

In addition, according to the impact of service quality on customers after digital transformation, this paper puts forward suggestions to improve customer service and enhance customer stickiness, which can provide reference for similar banks.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Yuanyuan Li
AU  - Nusanee Meekaewkunchorn
AU  - Chaiyawit Muangmee
PY  - 2024
DA  - 2024/05/28
TI  - Assessing the impact of service quality on customer behavior in the post digital transformation era
BT  - Proceedings of the 2024 3rd International Conference on Humanities, Wisdom Education and Service Management (HWESM 2024)
PB  - Atlantis Press
SP  - 328
EP  - 338
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-253-8_40
DO  - 10.2991/978-2-38476-253-8_40
ID  - Li2024
ER  -