Digital Happiness in Smart Banking: Personalised Service Quality, Customer Experience, and Loyalty Insights
DOI:
https://doi.org/10.54489/c1j6m172Keywords:
Keywords: SMART services, Service quality, Happiness indicators, Finance, BankingAbstract
The aim of the research study is to identify the level of happiness of the customers with the smart service quality of the banks. To measure the level of happiness, the study has focused on identifying the determinants of customers’ happiness. The study is based on the banking sector organizations of UAE that’s why a total of three banks were selected to conduct the study. The study has measured the personalized smart services of the banks and their influence on the indicators of the happiness. The study collected the data from both primary and secondary methods. Both surveys and interviews were conducted to know the current situation. The findings of the study indicated that personalized services of the banks influence the satisfaction level of the customers and this is an indicator of happiness and loyalty.
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