A Model to Bank’s Customer Experience Management for Improving Performance Indices

Document Type : Research Paper

Authors

1 Associate Professor, Faculty of Management & Industrial Engineering, Malek Ashtar University of Technology, Tehran, Iran

2 MSc. Student in Industrial Engineering, Faculty of Management & Industrial Engineering, Malek Ashtar University of Technology, Tehran, Iran

Abstract

This research proposes a new model for customer experience management and investigates the impact of customer experience management on improving the performance of one of the Iranian banks, mediated by customer satisfaction, loyalty and verbal interaction. This research develops a customer experience management model for the banking process, and then to analyze the structural equation modeling, data gathering is conducted in the field. In this study, in addition to collecting the necessary data from customers, the real performance data of the bank is provided by the performance evaluation section of the bank branches. The information includes deposit performance, receivables, electronic services and financial performance of the branches. This research is applied in terms of purpose and is descriptive-correlative in terms of data collection. This research not only provides statistical analysis of the model quality, but also addresses the results of impact analysis of customer experience management on performance indices, costomer satisfaction, and costomer loyalty. The results of this study shows that the use of the proposed customer experience management model not only is capable of improving the core competency of the studied bank, but also the approach can lead the bank to improve its performance terms.

Keywords

References

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Journal of Business Administration Researches
Volume 12, Issue 24
March 2021
Pages 399-423

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