We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
A Percepção da Inovação Tecnológica em Serviços e a Fidelização de Clientes: uma análise do setor de serviços bancários.
- Authors
Guimarães Júnior, Djalma Silva; Araújo Silva, Ricardo José; Michels de Sant'anna, Carlos Henrique; Vilela Martins Júnior, José Everaldo; Coutinho de Melo, Fagner José
- Abstract
This paper aims to investigate the factors that affect the perception of innovation in banking service, and consequently influence the customer loyalty process. For this purpose, a structural equation modeling was used based on 348 questionnaires applied to users of banking services, and the results show that the core of the service, the technology of the service and the management practices considered for a positive perception of innovation, as well as a possible innovative perception favors the loyalty of customers to the organization. These results are useful for the evolution of policies for continuous improvement in services and processes that are adequate to the needs of customers that enable the addition of value. This research contributes to the advancement of the literature on technological innovation in services and opens the possibility of exploring the role of innovation in customer loyalty in the most varied branches of the service sector, to present specific characteristics of different segments.
- Subjects
CONTINUOUS improvement process; STRUCTURAL equation modeling; TECHNICAL literature; SMALL business management; OPEN innovation; CUSTOMER loyalty; TECHNOLOGY management; ONLINE banking
- Publication
GESTÃO.Org: Revista Eletrônica de Gestão Organizacional, 2021, Vol 19, Issue 2, p232
- ISSN
1679-1827
- Publication type
Article
- DOI
10.51359/1679-1827.2021.252630