Dissertation/Thesis Abstract

Digital Strategies Senior Bank Executives in Mauritius use to Improve Customer Service
by Sewpaul, Sailesh, D.B.A., Walden University, 2018, 166; 13422561
Abstract (Summary)

Customers’ use of digital banking has reshaped traditional banking, and senior level bank executives must know how to leverage this innovation to improve customer service to increase profitability. Using the technology acceptance model as the conceptual framework, the purpose of this multiple case study was to explore effective digital banking strategies that senior level executives used to improve customer service to increase profitability. The target population for this study included senior-level executives from 3 banks in Mauritius possessing successful development and implementation experience in digital banking strategies to improve customer service. Data were collected through semistructured interviews and organizational documents, which were analyzed in accordance with Yin’s 5-phase data analysis process consisting of pattern matching, explanation building, time-series analysis, program logic models, and cross-case synthesis. The use of member checking and methodological triangulation increased the trustworthiness of data interpretations. Three themes emerged from the analysis of data: use of mobile strategies to migrate customers to digital banking, challenges to migrate customers to digital banking, and digital banking innovation. The implications of this study for positive social change include improving convenience to customers; promoting green banking; and providing easy access to banking to the poor, those with physical disabilities, and those living in remote and rural areas.

Indexing (document details)
Advisor: Dwyer, Rocky
Commitee: Gaytan, Jorge, Knight, Matthew, Riedel, Eric
School: Walden University
Department: Information Systems and Technology
School Location: United States -- Minnesota
Source: DAI-A 80/04(E), Dissertation Abstracts International
Subjects: Information Technology, Banking
Keywords: Cryptocurrencies, Digital banking, Fintech, Internet banking, Mobile banking, Mobile money
Publication Number: 13422561
ISBN: 978-0-438-72717-5
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