Cooperative banking and digital transformation: towards a new relationship model with members and clients

This paper analyzes how the new digital society in changing the relationship model between companies and their users or consumers, focusing on the how co-operative banks manage their relations with members and customers. The development of the digital economy affects both the technological processes...

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Autores principales:	Ricardo Palomo Zurdo, Yakira Fernández Torres, Milagros Gutiérrez Fernández
Formato:	article
Lenguaje:	EN ES
Publicado:	AECOOP Escuela de Estudios Cooperativos 2019
Materias:	Cooperativas de crédito Experiencia de cliente Exclusión financiera Digitalización Fintech Bigtech. Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/7bb494d2847345bc9a6927dfbfefdd63
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spelling	oai:doaj.org-article:7bb494d2847345bc9a6927dfbfefdd632021-11-12T13:14:39ZCooperative banking and digital transformation: towards a new relationship model with members and clients1135-66181885-803110.5209/REVE.62490https://doaj.org/article/7bb494d2847345bc9a6927dfbfefdd632019-01-01T00:00:00Zhttp://revistas.ucm.es/index.php/REVE/article/view/62490https://doaj.org/toc/1135-6618https://doaj.org/toc/1885-8031This paper analyzes how the new digital society in changing the relationship model between companies and their users or consumers, focusing on the how co-operative banks manage their relations with members and customers. The development of the digital economy affects both the technological processes and the way in which is built the relationship with the users of financial services. Thus, the strategy of the financial institutions is currently focused on the customer experience and their satisfaction with the service processes. To analyze this digital transformation of society and its effects on Spanish cooperative banks, a quantitative and qualitative study has been carried out through the processing of a questionnaire sent to Spanish credit cooperatives, with the collaboration of UNACC and the Cajamar Group. The results show, using a graphical and statistical analysis, interesting issues about the transformation of the relationship between the sector in relation to the digital transformation of the economy and society, and make it necessary to analyze if the traditional competitiveness based on the territorial model and closeness to the user loses the it competitive advantage with the new technologies and due to the progressive change in the profile and technological capabilities of users and financial services.Ricardo Palomo ZurdoYakira Fernández TorresMilagros Gutiérrez FernándezAECOOP Escuela de Estudios CooperativosarticleCooperativas de créditoExperiencia de clienteExclusión financieraDigitalizaciónFintechBigtech.Economics as a scienceHB71-74ENESRevista de Estudios Cooperativos, Vol 129, Iss 0, Pp 161-182 (2019)
institution	DOAJ
collection	DOAJ
language	EN ES
topic	Cooperativas de crédito Experiencia de cliente Exclusión financiera Digitalización Fintech Bigtech. Economics as a science HB71-74
spellingShingle	Cooperativas de crédito Experiencia de cliente Exclusión financiera Digitalización Fintech Bigtech. Economics as a science HB71-74 Ricardo Palomo Zurdo Yakira Fernández Torres Milagros Gutiérrez Fernández Cooperative banking and digital transformation: towards a new relationship model with members and clients
description	This paper analyzes how the new digital society in changing the relationship model between companies and their users or consumers, focusing on the how co-operative banks manage their relations with members and customers. The development of the digital economy affects both the technological processes and the way in which is built the relationship with the users of financial services. Thus, the strategy of the financial institutions is currently focused on the customer experience and their satisfaction with the service processes. To analyze this digital transformation of society and its effects on Spanish cooperative banks, a quantitative and qualitative study has been carried out through the processing of a questionnaire sent to Spanish credit cooperatives, with the collaboration of UNACC and the Cajamar Group. The results show, using a graphical and statistical analysis, interesting issues about the transformation of the relationship between the sector in relation to the digital transformation of the economy and society, and make it necessary to analyze if the traditional competitiveness based on the territorial model and closeness to the user loses the it competitive advantage with the new technologies and due to the progressive change in the profile and technological capabilities of users and financial services.
format	article
author	Ricardo Palomo Zurdo Yakira Fernández Torres Milagros Gutiérrez Fernández
author_facet	Ricardo Palomo Zurdo Yakira Fernández Torres Milagros Gutiérrez Fernández
author_sort	Ricardo Palomo Zurdo
title	Cooperative banking and digital transformation: towards a new relationship model with members and clients
title_short	Cooperative banking and digital transformation: towards a new relationship model with members and clients
title_full	Cooperative banking and digital transformation: towards a new relationship model with members and clients
title_fullStr	Cooperative banking and digital transformation: towards a new relationship model with members and clients
title_full_unstemmed	Cooperative banking and digital transformation: towards a new relationship model with members and clients
title_sort	cooperative banking and digital transformation: towards a new relationship model with members and clients
publisher	AECOOP Escuela de Estudios Cooperativos
publishDate	2019
url	https://doaj.org/article/7bb494d2847345bc9a6927dfbfefdd63
work_keys_str_mv	AT ricardopalomozurdo cooperativebankinganddigitaltransformationtowardsanewrelationshipmodelwithmembersandclients AT yakirafernandeztorres cooperativebankinganddigitaltransformationtowardsanewrelationshipmodelwithmembersandclients AT milagrosgutierrezfernandez cooperativebankinganddigitaltransformationtowardsanewrelationshipmodelwithmembersandclients
_version_	1718430444093964288

Cooperative banking and digital transformation: towards a new relationship model with members and clients

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