THE USAGE OF SMART TECHNOLOGIES DURING CUSTOMER INTERACTION IN RETAIL BANKING AFTER COVID-19

Sahure Gonca Telli; Samet Aydın; Ahmet Selim Karaköse

doi:10.31671/doujournal.911906

Review Article

COVID-19 SONRASI BİREYSEL BANKACILIKTA AKILLI TEKNOLOJİLERİN MÜŞTERİ ETKİLEŞİMİNDE KULLANIMI

Year 2022, Volume: 23 Issue: COVID-19 ÖZEL SAYISI, 1 - 16, 28.03.2022

Sahure Gonca Telli , Samet Aydın , Ahmet Selim Karaköse

https://doi.org/10.31671/doujournal.911906

Cited By: 1

Abstract

COVID-19, hayatın tüm yönlerini olduğu gibi bireysel bankacılık hizmetlerini de etkilemektedir. Son 20 yıldan bu yana çeşitli dönüşümlerle karşı karşıya kalmış bireysel bankacılık alanında özellikle dijital dönüşüm bankaların müşterileriyle etkileşim şeklini tamamen değiştirmiştir. COVID-19’dan sonraki süreçte bireysel bankacılıkta yer alan çoğu uygulama, daha az temas ve daha fazla temizlik düzeyi için değiştirilmelidir. Bu betimsel çalışmada, COVID-19 sonrasında minimum temas, sosyal mesafe ve hijyen sağlama açısından müşteri etkileşiminde öncü rol üstlenebilecek ve böylece rekabet avantajı sağlayabilecek Self Servis Teknolojiler ele alınmaktadır.

Keywords

Müşteri Etkileşimi, Hizmet Pazarlaması, COVID-19, Self-Servis Teknolojiler, Bireysel Bankacılık

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