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Related Concept Videos

Surveys02:16

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Often, psychologists develop surveys as a means of gathering data. Surveys are lists of questions to be answered by research participants, and can be delivered as paper-and-pencil questionnaires, administered electronically, or conducted verbally. Generally, the survey itself can be completed in a short time, and the ease of administering a survey makes it easy to collect data from a large number of people.
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The Stereotype Content Model (SCM) was first proposed by Susan Fiske and her colleagues (Fiske, Cuddy, Glick & Xu, 2002; see also Fiske, 2012 and Fiske, 2017). The SCM specifies that when someone encounters a new group, they will stereotype them based on two metrics: warmth—or that group’s perceived intent, and how likely they are to provide help or inflict harm—and competence—or their ability to carry out that objective. Depending on the warmth-competence...
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Strategies of Self-Presentation III: Self-Monitoring01:24

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Self-monitoring is a central construct in understanding individual differences in self-presentation strategies across social contexts. It refers to how individuals observe, regulate, and control their expressive behavior and self-presentation following situational cues. Self-monitoring reflects a person's sensitivity to social appropriateness and willingness to adapt behavior to fit varying interpersonal demands.High vs. Low Self-Monitoring IndividualsIndividuals high in self-monitoring are...
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The systematic method of obtaining and analyzing accurate information of a population is called data collection. A survey is a standard method of data collection that involves collecting information from a target human population about their experience, opinion, or knowledge of a product, service, or process. The responses are recorded and interpreted. The most common survey examples are written questionnaires, face-to-face or telephonic conversations, focus groups, and electronic (e-mail or...
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Self-Evaluation Maintenance Model01:29

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The Self-Evaluation Maintenance (SEM) model offers a psychological framework to understand how individuals’ self-esteem is influenced by the achievements of others, particularly those with whom they share close personal bonds. The SEM model operates when personal rather than social identity guides individuals. Central to this model is the notion that individuals have an inherent desire to preserve a favorable self-image, which is continuously shaped by interpersonal comparisons and...
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Social psychologists have documented that feeling good about ourselves and maintaining positive self-esteem is a powerful motivator of human behavior (Tavris & Aronson, 2008). In the United States, members of the predominant culture typically think very highly of themselves and view themselves as good people who are above average on many desirable traits (Ehrlinger, Gilovich, & Ross, 2005). Often, our behavior, attitudes, and beliefs are affected when we experience a threat to our...
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Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology.

Olga Vl Bitkina1, Jaehyun Park1, Hyun K Kim2

  • 1Department of Industrial and Management Engineering, Incheon National University (INU), Academy-ro 119, Incheon 22012, Korea.

International Journal of Environmental Research and Public Health
|February 25, 2022
PubMed
Summary
This summary is machine-generated.

This study developed a model to assess how customer perceptions of banking services influence their experience. Findings help enhance trust and loyalty in traditional, online, and mobile banking channels.

Keywords:
banking servicesperceived convenienceperceived ease of useperceived securityperceived trustperceived usefulnessuser experience

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Area of Science:

  • Banking Technology
  • Human-Computer Interaction
  • Consumer Behavior

Background:

  • Technological advancements offer enhanced banking services, improving customer convenience and security.
  • Customers utilize traditional, online, and mobile banking, each with unique advantages and limitations impacting user experience.
  • Understanding these factors is crucial for improving customer satisfaction and continued service adoption.

Purpose of the Study:

  • To develop and validate a model for evaluating the impact of perceived characteristics on banking service user experience.
  • To measure the influence of service attributes on customer trust, satisfaction, and intention to use banking services.
  • To provide insights for banking professionals to enhance customer loyalty and service utilization.

Main Methods:

  • A questionnaire-based study was conducted with 91 participants in Korea.
  • Exploratory and confirmatory factor analyses were employed to design a user experience evaluation model.
  • The study investigated user experiences across offline banking, online banking, and ATM services.

Main Results:

  • The developed model demonstrated validity and reliability in assessing user experience within the banking system.
  • Perceived characteristics significantly influence customer experience across different banking service channels.
  • The study identified key factors affecting customer trust and intention to use banking services.

Conclusions:

  • The validated model offers a robust framework for evaluating banking service user experience.
  • Findings provide actionable insights for financial institutions to improve service design and customer engagement.
  • Enhancing perceived service characteristics can lead to increased customer trust, loyalty, and continued usage.