Details

Autor(en) / Beteiligte

• Karthika, P
• Karthikeyan, M
• Mohamed, Abduselam A

Titel

Quality Delivery to Augment Customer Contentment: An Empirical Evidence of Co-Operative Bank of Oromia, Ethiopia

Ist Teil von

• SCMS journal of Indian management, 2023-07, Vol.20 (3), p.5-19

Ort / Verlag

Kochi: School of Communication & Management Studies

Erscheinungsjahr

2023

Quelle

EBSCOhost Business Source Ultimate

Beschreibungen/Notizen

• This research paper investigates the Fintech adoption by the Co-operative Bank of Oromia (CBO), handling risk and cyber security issues in practicing Fintech applications, and the effect on service quality delivery to enhance customer contentment. The CBO was selected purposively, and the survey method was adopted to elicit information on service quality dimensions and customer contentment. Sixteen (16) employees from the Digital Banking Operations unit were interviewed, and 600 customers from 10 branches of 5 operational districts were also the respondents. Descriptive statistics and the econometric model Ordered Logit were employed to analyse the data collected using a semi-structured questionnaire. The results indicate that the adoption of Fintech in banking operations and customer services by the CBO, like mobile banking, ATM, internet banking, and, to some extent, online customer support services, has improved the image of the CBO. Risks and cyber security issues are found, and the bank is trying to solve them to the maximum extent possible. As for service quality delivery, there has been an improvement in all dimensions of service quality compared to traditional banking, i.e., after the adoption of financial technology in banking operations and customer services. The authors have advocated a "Banking Service Quality Recovery Strategy Model" (BSQRSM) to deliver better services to augment customer contentment.