Purpose This study builds on a conceptual model by integrating AI features–Perceived
intelligence (PIN) and anthropomorphism (PAN)–while extending expectation confirmation …

This paper examines the role of technological innovation in banking and its potential effects
on economic cycles. Specifically, it utilizes a case study of a German bank (Bank A) in the …

Purpose This study aimed to explore the impact of Artificial Intelligence (AI) characteristics,
namely Perceived Animacy (PAN), perceived intelligence (PIN), and perceived …

Purpose The paper provides a step-by-step guide in the guise of a roadmap for service
improvement initiatives using importance performance map analysis (IPMA) …

This paper aims to evaluate customer perceptions regarding the benefits generated by
sustainability 4.0 in the banking sector through a survey. A structured questionnaire was …

Corporate social responsibility (CSR) and Society 5.0 (s5. 0) are transformative models that
both seek a human-centric approach by integrating certain capabilities for the betterment of …

In an era characterized by rapid digital transformation and data proliferation, the financial
services industry, particularly commercial banks, faces the need to harness the power of …

Purpose This study aims to develop a customer-centric model based on an online customer
experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in …

Purpose The purpose of this research is to develop an enhanced understanding of the
drivers of trust and loyalty in a conventional and Islamic banking setting …

This study contains two primary research aims. The first objective is to investigate the
structure, dimensions, and indicators of experience quality at glamping resorts. Additionally …