Unveiling current and future trends in customer banking experience research: a bibliometric analysis

IF 2.5 4区计算机科学 Q2 COMPUTER SCIENCE, CYBERNETICS Kybernetes Pub Date : 2024-05-28 DOI:10.1108/k-11-2023-2251

Mengxi Yang, Walton Wider, Shuoran Xiao, Leilei Jiang, Muhammad Ashraf Fauzi, Alex Lee

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Abstract

Purpose

This research is the first to use bibliometric analysis to provide insight into the landscape and forecast the future of customer experience research in the banking sector.

Design/methodology/approach

We used bibliographic coupling and co-word analysis to delineate the existing knowledge structure after reviewing 338 articles from the Web of Science database.

Findings

The bibliographic coupling analysis revealed five key clusters: customer engagement and experience in digital banking; customer experience and service management; customer experience and market resilience; digital transformation and customer experience; and digital technology and customer experience—each representing a significant strand of current research. In addition, the co-word analysis revealed four emerging themes: customer experience through AI and blockchain, digital evolution in banking, experience-driven ecosystems for customer satisfaction, and trust-based holistic banking experience.

Practical implications

These findings not only sketch an overview of the current research domain but also hint at emerging areas ideal for scholarly investigation. While highlighting the industry’s rapid adaptation to technological advances, this study calls for more integrative research to unravel the complexities of customer experience in the evolving digital banking ecosystem.

Originality/value

This review presents a novel state-of-the-art analysis of customer banking experience research by employing a science mapping via bibliometric analysis to unveil the knowledge and temporal structure.

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揭示客户银行体验研究的当前和未来趋势：文献计量分析

设计/方法/途径我们在查阅了 Web of Science 数据库中的 338 篇文章后，使用书目耦合和共词分析来划分现有的知识结构。研究结果书目耦合分析揭示了五个关键集群：数字银行中的客户参与和体验；客户体验和服务管理；客户体验和市场适应力；数字化转型和客户体验；以及数字技术和客户体验--每个集群都代表了当前研究的一个重要方面。此外，共词分析还揭示了四个新兴主题：人工智能和区块链带来的客户体验、银行业的数字化演进、以体验为导向的生态系统促进客户满意度以及基于信任的整体银行体验。在强调该行业快速适应技术进步的同时，本研究呼吁开展更具综合性的研究，以揭示客户体验在不断发展的数字银行生态系统中的复杂性。原创性/价值本综述通过文献计量学分析，采用科学图谱揭示知识和时间结构，对客户银行体验研究进行了最新分析。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Kybernetes 工程技术-计算机：控制论

CiteScore

4.90

自引率

16.00%

发文量

237

审稿时长

4.3 months

期刊介绍： Kybernetes is the official journal of the UNESCO recognized World Organisation of Systems and Cybernetics (WOSC), and The Cybernetics Society. The journal is an important forum for the exchange of knowledge and information among all those who are interested in cybernetics and systems thinking. It is devoted to improvement in the understanding of human, social, organizational, technological and sustainable aspects of society and their interdependencies. It encourages consideration of a range of theories, methodologies and approaches, and their transdisciplinary links. The spirit of the journal comes from Norbert Wiener''s understanding of cybernetics as "The Human Use of Human Beings." Hence, Kybernetes strives for examination and analysis, based on a systemic frame of reference, of burning issues of ecosystems, society, organizations, businesses and human behavior.