The research aims to identify the nature of the relationship between digital transformation and the level of innovation in banking services in Iraqi private banks. to achieve it the researchers followed the descriptive analytical approach as a study methodology, where the Iraqi private banking sector was chosen, specifically the banks operating in Anbar Governorate, represented by (United Investment Bank, Iraqi Islamic Bank for Investment and Development, Bank of Baghdad, and Economic Investment Bank) as a site for applying the research. (41) questionnaires were distributed to employees working in these banks, all of which were retrieved, but the valid ones for analysis and measurement amounted to (39) questionnaires. The statistical program (SPSSV.27) was used to find the averages, standard deviations, and relative importance of each dimension and thus of the main variables. The program (AMOSV.24) was also used to test the hypotheses identified by the study of correlation and influence relationships to collect the necessary data and information. The research reached several results, the most important of which is that there is a correlation. The study examined the relationship between digital transformation and the level of innovation in banking services. It presented several recommendations, including enhancing investments in digital infrastructure by directing bank investments toward modernizing technological systems and providing the necessary digital infrastructure to support digital transformation processes on an ongoing basis.

Shifting gears in golden years: driving social change in the elderly population via digital governance and phygital banking services

ABSTRACT Along with health needs, technological care needs have become increasingly important among older adults living without children. In an urban setting, where the traditional family setup is changing and digital use is increasing, it becomes crucial to understand how older adults use, perceive, receive support, and face obstacles around digital devices. Using semi-structured interviews with 119 respondents in Kolkata, this study aimed to understand the digital care needs of older adults living by themselves. The results show that, even with higher smartphone ownership and internet access, digital engagement is shaped by gender, caregiving, and attitude towards traditional communication methods. Men use digital technologies for banking and online services, while women use them for communication and entertainment. Most prefer face-to-face communication and handwritten materials, even while recognizing the potential usefulness of mobile phones. Concerns like fear of fraud, device complexity, and lack of adequate support hinder extensive and meaningful digital use. This paper highlights that aging with technology involves not only access to devices and the internet but also continuous learning, support, security, and confidence. These insights underscore the need for supportive and accessible technological environments for older people to maintain independence as they age in place.

Retail banking occupies a central place in the financial ecosystem, serving millions of individuals and small businesses with a wide array of products and services including savings accounts, personal loans, credit cards, mortgages, and digital banking platforms. This report investigates the multifaceted relationship between retail banking product offerings and customer relationship management (CRM), examining how banks design, deliver, and continuously improve their services to attract and retain customers in an increasingly competitive marketplace. The study analyses the role of personalized banking offers, digital innovation, and data-driven insights in reshaping customer expectations and banking behaviour. It further explores how effective CRM strategies, omnichannel service delivery, loyalty programmes, and customer satisfaction mechanisms contribute to sustainable business growth. Through case analysis and review of current banking practices, this report highlights the challenges banks face—including regulatory compliance, customer data privacy, digital disruption, and rising service expectations—and offers actionable recommendations for enhancing the retail banking customer experience. Keywords: Retail banking, customer relationship management, CRM, banking services, digital banking, personalized offers, customer satisfaction, loyalty programmes, omnichannel banking, financial products, customer retention, service quality, NPA, banking innovation, regulatory compliance.

Abstract The study examined the extent Financial Technologies (FinTech) Electronic-Payments (E-payments) services in commercial banks have influenced the success of rural banking policy in Southwest, Nigeria. It was motivated by the problem of low permeation of rural dwellers banking in the South-West of Nigeria, making financial inclusion policy a herculean task. The specific objectives were, therefore, to ascertain the extent to which Fintech Credit Cards (E-Payment), Automated Teller Machines (ATM), and Fintech Point of Sales (POS) influence the adoption of modern financial technology services by rural dwellers in Southwest, Nigeria. Exploratory research design was adopted for the study, while data analysis were through multiple regression statistical tool. Results obtained indicate that: Fintech credit cards (e-payment), Automated Teller Machines (ATM), point of sales (POS), services could significantly make rural banking attractive to rural dwellers in the South-West of Nigeria. Based on these, it was recommended among other things that: Fintech services operators should reduce all the bureaucratic bottlenecks that make rural banking unattractive to rural dwellers in parts of Nigeria, and use fintech to reduce the socio-economic distance between rural and urban dwellers in the country. Keywords: Fintech Services Adoption, Credit Cards, E-Wallets, E-Checks, ATMs, POS, Rural Banking.

This study aims to analyze the effect of process, people, and physical evidence on customers’ buying decisions at Bank Syariah Indonesia in Pekalongan City. This research employed a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) analyzed with SmartPLS. Data were collected through questionnaires distributed to 106 eligible respondents. The results indicate that process, people, and physical evidence have a positive and significant effect on buying decision. Among the three variables, process is the most dominant factor influencing customers' decisions in selecting Islamic banking services.

ABSTRACT Investment banking constitutes a critical component of the modern financial system, primarily by facilitating the interaction between corporations and capital markets while offering specialized advisory services. This study examines the role of investment banking in influencing corporate financing decisions. A descriptive research design based on secondary data has been adopted, utilizing information from peer-reviewed academic literature, annual financial reports of leading investment banks, and credible industry publications spanning the period 2010 to 2024. The analysis focuses on core investment banking functions such as underwriting, mergers and acquisitions (M&A) advisory, capital market facilitation, financial restructuring, and risk management. The findings suggest that investment banks play a significant role in determining optimal financing structures, enhancing access to capital, and supporting the execution of complex financial transactions. These contributions ultimately enable firms to achieve improved financial performance and sustainable growth. The study also identifies challenges, including regulatory pressures, conflicts of interest, and market volatility that may constrain the effectiveness of investment banking services. The study concludes that investment banks act as essential intermediaries that strengthen corporate financial strategies and promote efficient capital allocation in an increasingly globalised financial environment. Keywords: Investment Banking, Corporate Finance, Capital Markets, Underwriting, Mergers and Acquisitions, Financial Advisory, Secondary Data

This study investigates how customer experience (CE) drives AI-driven service innovation (ADSI) and enhances perceived firm innovativeness (PFI), with digital trust (DT) as a moderator. Focusing on South Asia’s banking and financial services sector, data from 277 employees were analyzed using Structural Equation Modeling (SEM). Findings reveal that CE and ADSI positively influence PFI, while DT significantly strengthens these relationships. Firms perceived as more innovative are those investing in advanced CE and ADSI, supported by higher DT. The study highlights the strategic role of CE, ADSI, and DT in fostering innovation and competitiveness within financial services.

Digital transformation has increased organizational efficiency and innovation while simultaneously amplifying systemic risks related to software updates and centralized cybersecurity infrastructures. A recent and prominent example of these risks is the global IT outage caused by the CrowdStrike security update released on 19 July 2024, which led to widespread operational disruptions across multiple critical sectors. This incident represents one of the largest real-world cases of update-induced system failure and provides a unique opportunity to examine the relationship between cybersecurity practices and business continuity (BC). This study aims to evaluate the CrowdStrike update incident from a business continuity perspective by examining its technical background, sectoral impacts, and organizational implications at both national and international levels. A qualitative, literature-based case analysis approach was employed, drawing on academic publications, industry reports, official disclosures, and documented incident analyses. Inadequate update testing, strong dependency on centralized security solutions, and the absence of effective rollback mechanisms significantly increased the scale and duration of the disruption. Critical sectors, such as aviation, healthcare, banking, and public services, experienced service interruptions, financial losses, and operational delays, highlighting structural weaknesses in organizational preparedness and crisis response strategies. This study contributes to the literature on software update risk and business continuity management by systematically linking technical failures with organizational and governance-level factors. Strategic measures are proposed based on the findings, including staged and secure update deployment, comprehensive risk assessment, transparent communication, diversified cybersecurity architectures, and the use of AI-based self-healing mechanisms. These measures are particularly relevant for preventing large-scale IT outages similar to the CrowdStrike case and for strengthening organizational resilience against update-related risks.

Recent progressions within the FinTech space are advancing the way that people receive their financial services globally. Digital finance has improved access, efficiency, and personalization of financial services related to banking, payment, and investment services. However, not all segments of the population have reaped the benefits of these advancements. Older adults are one of the most underserved and at-risk user groups as their usage of digital resources continues to grow within increasingly digitized financial sectors. Older adults face several opt-in barriers attributed to their age, including cognitive decline, low digital literacy and tech anxiety, and trust-related concerns with using a digital service. AI-enabled FinTech solutions such as conversational chatbots, voice-activated applications, biometric users-authentication systems, individually tailored financial recommendations, fraud-detection systems, and adaptable user interfaces represent a significant opportunity to improve the likelihood that seniors will be financially included. The implementation of these types of technological resources can lessen physical, cognitive, and emotional barriers to financial engagement, thus promoting financial independence and confidence. Limited research has been conducted on AI-enabled FinTech from the perspective of older adults; the primary focus has been on consumers in general, and limited attention has been paid to the unique needs and interests of senior citizens. This study will perform a systematic literature review (SLR) of academic, policy, and industry literature on the impacts of AI technology in changing access and increasing confidence in the FinTech sector for senior citizens. The literature reviewed will be categorized into five major areas: accessibility, usability, trust and security, anxiety related to technology, and engagement of consumers in the FinTech marketplace. Overall, findings suggest AI-based tools have the potential to improve both access to and confidence in financial services for seniors, but there continues to be significant gaps related to ethics and design frameworks specific to seniors, long-term trends in adoption of technology, and regulation. Using perspectives from marketing, consumer behaviour, financial inclusion, and information systems, this study will identify critical research gaps and propose pathways for building inclusive, age-friendly, and sustainable AI-based financial ecosystems.

The rapid growth of mobile banking services requires banks to better understand the factors that shape customer loyalty in an increasingly competitive digital environment. This study aims to analyze the factors influencing customer loyalty in mobile banking services in the Jabodetabek area by considering perceived security, customer convenience, service quality, and perceived value, with customer satisfaction as a mediating variable. This research employed a quantitative approach using a survey method. Data were collected through an online questionnaire distributed to 451 mobile banking users and analyzed using SEM-PLS approach. The results indicate that customer convenience, service quality, and perceived value have a positive and significant effect on customer loyalty. Perceived security does not have a direct effect on customer loyalty, but it has a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty and mediates the relationship between perceived security, customer convenience, service quality, and customer loyalty. However, customer satisfaction does not mediate the relationship between perceived value and customer loyalty. This study provides practical implications for banking institutions in developing strategies to enhance mobile banking customer loyalty through improved convenience, service quality, and overall customer experience management. Suggestions for future research include adding several variables, particularly trust, and expanding the scope of the study.

Geospatial-based location-aware recommendation of banking services in the world of big data

This research seeks to evaluate the impact of electronic banking on the growth and operations of Small and Medium Enterprises (SMEs) in Bauchi State, Nigeria. In the wake of technological advancement, e-banking has emerged as a vital tool for promoting efficiency, convenience, and financial inclusion. SMEs, which play a crucial role in job creation and economic development, require access to fast, reliable, and secure banking services to enhance their operations. However, despite the growing availability of e-banking platforms, the level of adoption among SMEs in Bauchi State and the actual benefits derived remain unclear. This study aims to investigate how e-banking services—such as internet banking, mobile banking, POS transactions, and electronic fund transfers—affect the operational performance and overall growth of SMEs. The research will adopt a survey design, with data gathered from selected SMEs across different sectors using structured questionnaires and interviews. The expected outcome is that e-banking significantly improves business operations, reduces transaction costs, and increases financial accessibility. The study will also identify key challenges hindering full adoption of e-banking among SMEs and propose practical recommendations for improving digital financial services in the SME sector.

Subscriber churn prediction is a critical challenge for businesses operating across multiple domains such as telecommunications, banking, and subscription-based services. Accurately identifying customers who are likely to discontinue services enables organizations to implement proactive retention strategies. This study proposes a multi-domain churn prediction framework using Artificial Neural Networks (ANN) to improve predictive performance across diverse datasets The model integrates heterogeneous data sources, including customer demographics, usage patterns, transaction history, and service interactions, to capture domain-specific and cross-domain behavioural patterns. A unified ANN architecture is designed and trained on combined datasets, allowing the model to generalize across domains while preserving domain-level distinctions. Feature engineering and normalization techniques are applied to ensure consistency and improve learning efficiency.

This research examined the effect of affiliate marketing on customers’ adoption of internet banking services among academic staff of Universities in Ekiti State, Nigeria. The objective of the study is to determine the significant effect of affiliate marketing on customers’ patronage of internet banking services. A descriptive survey design was employed using a structured questionnaire to obtain responses from the respondents. The survey instrument consisted of 15 items using a 4-point scale of Likert type. The study population comprised all academic staff across the four Universities in Ekiti State. The stratified sampling technique was adopted using a disproportionate method to select respondents from the population of the study. The study surveyed 326 staff, out of which 325 copies of the questionnaire were successfully recovered. The data collected were analysed using multinomial logistic regression model. The result revealed that affiliate marketing significantly influences internet banking adoption. The prob > chi2 value for affiliate (0.0001) indicated that the model was significant, while the pseudo R2 value of 0.0646 for affiliate marketing confirmed the fitness of the model. The result of the t-test showed that there was a significant influence of affiliate marketing. The study concluded that affiliate marketing influenced customers’ adoption of internet banking services such as POS, ATM, Tele-banking and others in Ekiti State.

ABSTRACT Open Banking allows banks to share customer financial data with third-party apps through APIs, with the customer’s permission. This system can make banking services more convenient, personalized, and innovative. However, many Indian consumers are still unsure about using Open Banking because of concerns related to trust, data security, and privacy. This study explores how Indian consumers perceive Open Banking APIs and identifies the key factors that influence their trust and willingness to use such services. The study focuses on factors such as usefulness, ease of use, safety of personal data, privacy concerns, and trust in banks and government regulations. Data were collected from Indian banking customers using a questionnaire and analysed to understand consumer behaviour. The findings show that consumers are more likely to accept Open Banking services when they find them useful and easy to use. At the same time, concerns about data misuse and privacy reduce their willingness to adopt these services. Trust in banks and regulatory systems plays an important role in increasing consumer confidence. The study highlights the need for stronger data protection, better awareness, and transparent policies to improve consumer trust and encourage wider adoption of Open Banking in India.

This study investigates the determinants of customer trust in Islamic banking system of Pakistan. Islamic banking is an ethical and Shari‘ah-based system whereby trust is a cornerstone of these institutions as customers depend on them to meet their Shari‘ah-compliant financial requirements. This research is based on pragmatist epistemology combining positivism and interpretivism paradigms with two simultaneous phases of qualitative exploration and quantitative measures. The first stage utilizes Interpretative Phenomenological Analysis (IPA) approach and inductive research design to investigate stakeholders’ experiences and interpretation of trust in Islamic banking. Semi-structured interviews from different stakeholders of Islamic banks were conducted. Findings reveal a significant trust deficit and that Islamic banks need to improve on Shari‘ah governance, visibility and initiate awareness programs and communicate more openly so that customers become more informed resulting in reducing the trust gap. The second phase utilizes survey method and deductive research design to empirically measure the relationship of trust with commitment and loyalty. Closed-ended questionnaire is implied for data collection. Findings demonstrate the significance of trust as an important factor for frequent usage of Islamic Banking (IB) services, customer engagement and positive impression of IBs. These insights are helpful for both borrowers and investors, and they could help Islamic banks build their credibility and strengthen their ties with customers in practice.

Purpose: Small finance banks (SFBs) are one of the major initiatives by the Reserve Bank of India to solve bank service challenges to underserved customers in India. This research seeks to establish the pattern of bank service adoption and usage by customers in SFBs in Kerala. The main focus of this research is the assessment of the quality of service and customer satisfaction in SFBs and the analysis of their impact on the sustained patronage of these banks by customers. Design/Methodology/Approach: This study used a quantitative research approach and a descriptive research design. Four hundred fifty responses were collected through a purposive sampling method. In order to carry out data collection, the entire state of Kerala was divided into three regions: North, Central and South. On the basis of branch location and branch size of SFBs, the following regions were selected for data collection: Kozhikode, representing the north region; Ernakulam, representing the central region; and Thiruvananthapuram, representing the south region. Findings and Managerial Implications: The service quality of SFBs was assessed by using the measurement model ‘SERVPERF’. The findings of the current study indicate that the mean percentage score of the service quality of SFBs in Kerala is 82.96%, which indicates that the service quality of SFBs in Kerala is excellent. Overall, the customers’ adoption and usage of SFB deposit services are good, but the loans availed by the customers are average, while investment and insurance products availed are low. The regression analysis indicated that the SFB’ service quality substantially determines the level of satisfaction among the customers. It further indicated that customer satisfaction strongly determines their intentions in patronizing SFBs. Originality/Value: This study aims to present a general overview of the effect of SFBs’ service quality on customer satisfaction and patronage intentions. The research can add substantially to the body of knowledge by evaluating the effect of service quality on customer satisfaction in Kerala’s SFBs. It will benefit academic researchers and offer practitioner-directed findings for bank administrators, policymakers and other financial stakeholders.

This study aims to analyze social media engagement as a means of Islamic hybrid banking literacy among the millennial generation. The background of this study is based on the rapid digitalization of Islamic banking which encourages the implementation of the hybrid banking model as an integration of digital and physical services. Although the millennial generation is known as a group that actively uses social media, the level of literacy regarding the concept and mechanisms of Islamic hybrid banking is still relatively limited, especially regarding the understanding of Islamic principles. This study uses a descriptive qualitative approach with field research methods. Data collection was carried out through in-depth interviews, observation of social media activities, and documentation. Data analysis uses the Miles and Huberman model which includes data reduction, data presentation, and drawing conclusions. The results show that social media engagement plays a role as a means of Islamic hybrid banking literacy through cognitive, affective, and behavioral dimensions. The active involvement of the millennial generation in social media can increase knowledge, positive attitudes, and skills in understanding and using Islamic hybrid banking services. However, the use of interactive social media features is still more oriented towards promotion than in-depth education. This research is expected to be an evaluation material in developing a digital communication strategy based on Islamic banking literacy.

A Conceptual Framework for Fintech’s Influence on Banking Services in Emerging Markets