Citation

Ab Aziz, Azira and Woods, Peter Charles (2023) Digital Customer Experiences: A Multiple Case Study Approach of Malaysia Financial Institutions. International Journal of Marketing, Communication and New Media (13). pp. 29-55. ISSN 2182-9306

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Abstract

This study presents evidence on the initiatives and transformation model in Malaysia Financial Institutions. Offers a case analysis of Digital Transformation (DT) from a financial institution’s perspective and considers the annual reports of eight local banks published by Bursa Malaysia (Malaysian Stock Exchange) that define their digital customer experience plans. The study applies qualitative analysis, purposive sampling, and case analysis using a text-mining method to the annual reports. In assessing the initiatives, customers emphasize the bank practices focusing on understanding and delivering value-in-use.

Item Type:	Article
Uncontrolled Keywords:	Case analysis, Customer Experience, Digital Banking Transformation, Malaysian Stock Exchange.
Subjects:	H Social Sciences > HG Finance > HG1501-3550 Banking > HG1723 Bank stocks. Banking as an investment
Divisions:	Faculty of Creative Multimedia (FCM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	05 Sep 2023 03:12
Last Modified:	05 Sep 2023 03:12
URII:	http://shdl.mmu.edu.my/id/eprint/11696

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