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Keywords: Customer experience
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Journal Articles
Benchmarking: An International Journal (2023) 30 (10): 4342–4369.
Published: 10 January 2023
...Anchal Arora; Sanjay Gupta; Chandrika Devi; Nidhi Walia Purpose The financial technology (FinTech) era has brought a revolutionary change in the financial sector’s customer experiences at the national and global levels. The importance of artificial intelligence (AI) in the context of FinTech...
Journal Articles
Benchmarking: An International Journal (2022) 29 (2): 551–572.
Published: 27 May 2021
...Pushpender Kumar; Anupreet Kaur Mokha; Subash Chandra Pattnaik Purpose The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry...
