COVID-19 SONRASI BİREYSEL BANKACILIKTA AKILLI TEKNOLOJİLERİN MÜŞTERİ ETKİLEŞİMİNDE KULLANIMI

Yıl 2022, Cilt: 23 Sayı: COVID-19 ÖZEL SAYISI, 1 - 16, 28.03.2022

Sahure Gonca Telli Samet Aydın Ahmet Selim Karaköse

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

Öz

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.

Anahtar Kelimeler

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

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

Öz

COVID-19 has been affecting all aspects of life as well as retail banking services. Retail banking has faced several transformations since the last 20 years and especially digital transformation influenced the way banks interact with their customers. After COVID-19 most applications should be changed for less contact and more level of sanitation. In this descriptive study, we would like to introduce and explain Self-Service Technologies which can take a leading role in customer interaction in terms of securing minimum contact, social distance, and hygiene while holding a competitive advantage after COVID-19.

Anahtar Kelimeler

Customer Interaction, Service Marketing, COVID-19, Self-Service Technology, Retail Banking

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