{"id":"https://openalex.org/W4399027478","doi":"https://doi.org/10.1108/k-11-2023-2251","title":"Unveiling current and future trends in customer banking experience research: a bibliometric analysis","display_name":"Unveiling current and future trends in customer banking experience research: a bibliometric analysis","publication_year":2024,"publication_date":"2024-05-26","ids":{"openalex":"https://openalex.org/W4399027478","doi":"https://doi.org/10.1108/k-11-2023-2251"},"language":"en","primary_location":{"id":"doi:10.1108/k-11-2023-2251","is_oa":false,"landing_page_url":"https://doi.org/10.1108/k-11-2023-2251","pdf_url":null,"source":{"id":"https://openalex.org/S168682784","display_name":"Kybernetes","issn_l":"0368-492X","issn":["0368-492X","1758-7883"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Kybernetes","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5041742212","display_name":"Mengxi Yang","orcid":"https://orcid.org/0009-0001-1198-4266"},"institutions":[{"id":"https://openalex.org/I74593823","display_name":"Hebei Finance University","ror":"https://ror.org/04a9xrr47","country_code":"CN","type":"education","lineage":["https://openalex.org/I74593823"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Mengxi Yang","raw_affiliation_strings":["International Education College, Hebei Finance University , ,"],"raw_orcid":"https://orcid.org/0009-0001-1198-4266","affiliations":[{"raw_affiliation_string":"International Education College, Hebei Finance University , ,","institution_ids":["https://openalex.org/I74593823"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5046764434","display_name":"Walton Wider","orcid":"https://orcid.org/0000-0002-0369-4082"},"institutions":[{"id":"https://openalex.org/I12649496","display_name":"INTI International University","ror":"https://ror.org/03fj82m46","country_code":"MY","type":"education","lineage":["https://openalex.org/I12649496"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Walton Wider","raw_affiliation_strings":["Faculty of Business and Communications, INTI International University , ,"],"raw_orcid":"https://orcid.org/0000-0002-0369-4082","affiliations":[{"raw_affiliation_string":"Faculty of Business and Communications, INTI International University , ,","institution_ids":["https://openalex.org/I12649496"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102676921","display_name":"Shuoran Xiao","orcid":null},"institutions":[{"id":"https://openalex.org/I4210100390","display_name":"Financial Research (Hungary)","ror":"https://ror.org/00jf79q69","country_code":"HU","type":"company","lineage":["https://openalex.org/I4210100390"]},{"id":"https://openalex.org/I74593823","display_name":"Hebei Finance University","ror":"https://ror.org/04a9xrr47","country_code":"CN","type":"education","lineage":["https://openalex.org/I74593823"]}],"countries":["CN","HU"],"is_corresponding":false,"raw_author_name":"Shuoran Xiao","raw_affiliation_strings":["School of Financial Technology, Hebei Finance University , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Financial Technology, Hebei Finance University , ,","institution_ids":["https://openalex.org/I4210100390","https://openalex.org/I74593823"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003419614","display_name":"Leilei Jiang","orcid":"https://orcid.org/0009-0005-4074-2062"},"institutions":[{"id":"https://openalex.org/I12649496","display_name":"INTI International University","ror":"https://ror.org/03fj82m46","country_code":"MY","type":"education","lineage":["https://openalex.org/I12649496"]},{"id":"https://openalex.org/I4210153320","display_name":"Liberal Arts University","ror":"https://ror.org/0437a7n31","country_code":"RU","type":"education","lineage":["https://openalex.org/I4210153320"]}],"countries":["MY","RU"],"is_corresponding":false,"raw_author_name":"Leilei Jiang","raw_affiliation_strings":["Faculty of Education and Liberal Arts, INTI International University , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Education and Liberal Arts, INTI International University , ,","institution_ids":["https://openalex.org/I12649496","https://openalex.org/I4210153320"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061293613","display_name":"Muhammad Ashraf Fauzi","orcid":"https://orcid.org/0000-0003-2137-4602"},"institutions":[{"id":"https://openalex.org/I102913810","display_name":"Universiti Malaysia Pahang Al-Sultan Abdullah","ror":"https://ror.org/01704wp68","country_code":"MY","type":"education","lineage":["https://openalex.org/I102913810"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Muhammad Ashraf Fauzi","raw_affiliation_strings":["Faculty of Industrial Management, Universiti Malaysia Pahang Al-Sultan Abdullah , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Industrial Management, Universiti Malaysia Pahang Al-Sultan Abdullah , ,","institution_ids":["https://openalex.org/I102913810"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101460187","display_name":"Alexander Lee","orcid":"https://orcid.org/0000-0002-4702-956X"},"institutions":[{"id":"https://openalex.org/I141584323","display_name":"University of Hertfordshire","ror":"https://ror.org/0267vjk41","country_code":"GB","type":"education","lineage":["https://openalex.org/I141584323"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Alex Lee","raw_affiliation_strings":["Hertfordshire Business School, University of Hertfordshire , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hertfordshire Business School, University of Hertfordshire , ,","institution_ids":["https://openalex.org/I141584323"]}]}],"institutions":[],"countries_distinct_count":5,"institutions_distinct_count":6,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.0009,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.87154357,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"54","issue":"10","first_page":"5845","last_page":"5866"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/cybernetics","display_name":"Cybernetics","score":0.48280465602874756},{"id":"https://openalex.org/keywords/bibliometrics","display_name":"Bibliometrics","score":0.4727307856082916},{"id":"https://openalex.org/keywords/current","display_name":"Current (fluid)","score":0.45469537377357483},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.45025742053985596},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4487157166004181},{"id":"https://openalex.org/keywords/management-science","display_name":"Management science","score":0.3949126601219177},{"id":"https://openalex.org/keywords/regional-science","display_name":"Regional science","score":0.3685641288757324},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.3446394205093384},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.21761438250541687},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.2090100347995758},{"id":"https://openalex.org/keywords/library-science","display_name":"Library science","score":0.20013904571533203},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.19236162304878235}],"concepts":[{"id":"https://openalex.org/C115286129","wikidata":"https://www.wikidata.org/wiki/Q123637","display_name":"Cybernetics","level":2,"score":0.48280465602874756},{"id":"https://openalex.org/C178315738","wikidata":"https://www.wikidata.org/wiki/Q603441","display_name":"Bibliometrics","level":2,"score":0.4727307856082916},{"id":"https://openalex.org/C148043351","wikidata":"https://www.wikidata.org/wiki/Q4456944","display_name":"Current (fluid)","level":2,"score":0.45469537377357483},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.45025742053985596},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4487157166004181},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.3949126601219177},{"id":"https://openalex.org/C148383697","wikidata":"https://www.wikidata.org/wiki/Q1781695","display_name":"Regional science","level":1,"score":0.3685641288757324},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3446394205093384},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.21761438250541687},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2090100347995758},{"id":"https://openalex.org/C161191863","wikidata":"https://www.wikidata.org/wiki/Q199655","display_name":"Library science","level":1,"score":0.20013904571533203},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.19236162304878235},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/k-11-2023-2251","is_oa":false,"landing_page_url":"https://doi.org/10.1108/k-11-2023-2251","pdf_url":null,"source":{"id":"https://openalex.org/S168682784","display_name":"Kybernetes","issn_l":"0368-492X","issn":["0368-492X","1758-7883"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Kybernetes","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":98,"referenced_works":["https://openalex.org/W103428947","https://openalex.org/W1132543442","https://openalex.org/W1546777109","https://openalex.org/W1738425576","https://openalex.org/W1858117684","https://openalex.org/W1965531513","https://openalex.org/W1974190347","https://openalex.org/W1987364024","https://openalex.org/W2001899805","https://openalex.org/W2010237234","https://openalex.org/W2030896530","https://openalex.org/W2034722629","https://openalex.org/W2038231933","https://openalex.org/W2050347192","https://openalex.org/W2059850559","https://openalex.org/W2076910433","https://openalex.org/W2093215741","https://openalex.org/W2096426987","https://openalex.org/W2123368070","https://openalex.org/W2126098905","https://openalex.org/W2139921829","https://openalex.org/W2144336601","https://openalex.org/W2146288845","https://openalex.org/W2154384880","https://openalex.org/W2159092757","https://openalex.org/W2318024809","https://openalex.org/W2403510908","https://openalex.org/W2422895071","https://openalex.org/W2577403197","https://openalex.org/W2596040380","https://openalex.org/W2598132945","https://openalex.org/W2601230726","https://openalex.org/W2610734353","https://openalex.org/W2612123378","https://openalex.org/W2736010881","https://openalex.org/W2770337528","https://openalex.org/W2774719170","https://openalex.org/W2785529957","https://openalex.org/W2795321837","https://openalex.org/W2805093130","https://openalex.org/W2805099237","https://openalex.org/W2807743975","https://openalex.org/W2890415629","https://openalex.org/W2901065167","https://openalex.org/W2911718048","https://openalex.org/W2911848713","https://openalex.org/W2912521856","https://openalex.org/W2914998843","https://openalex.org/W2924475085","https://openalex.org/W2943340063","https://openalex.org/W2951711958","https://openalex.org/W2966466204","https://openalex.org/W2979970366","https://openalex.org/W3005879007","https://openalex.org/W3023758415","https://openalex.org/W3047392324","https://openalex.org/W3082622239","https://openalex.org/W3091793588","https://openalex.org/W3094004401","https://openalex.org/W3101883599","https://openalex.org/W3109214993","https://openalex.org/W3119553947","https://openalex.org/W3125342681","https://openalex.org/W3125947674","https://openalex.org/W3126288553","https://openalex.org/W3131292028","https://openalex.org/W3132677319","https://openalex.org/W3154797103","https://openalex.org/W3157966460","https://openalex.org/W3158589470","https://openalex.org/W3165034165","https://openalex.org/W3170695344","https://openalex.org/W3176593561","https://openalex.org/W3180721273","https://openalex.org/W3180737565","https://openalex.org/W3186148008","https://openalex.org/W3199186123","https://openalex.org/W3209083845","https://openalex.org/W4205747286","https://openalex.org/W4205981594","https://openalex.org/W4229025097","https://openalex.org/W4250482637","https://openalex.org/W4285228187","https://openalex.org/W4292283978","https://openalex.org/W4309236074","https://openalex.org/W4315786003","https://openalex.org/W4321498570","https://openalex.org/W4327569194","https://openalex.org/W4362474222","https://openalex.org/W4372295300","https://openalex.org/W4378699257","https://openalex.org/W4380927219","https://openalex.org/W4382249014","https://openalex.org/W4382727414","https://openalex.org/W4384828499","https://openalex.org/W4387882218","https://openalex.org/W4387911221","https://openalex.org/W4389522393"],"related_works":["https://openalex.org/W226730667","https://openalex.org/W1992148920","https://openalex.org/W4387906327","https://openalex.org/W201323158","https://openalex.org/W2045833707","https://openalex.org/W2509670760","https://openalex.org/W1814369816","https://openalex.org/W4387906433","https://openalex.org/W2024068604","https://openalex.org/W2005160749"],"abstract_inverted_index":{"Purpose":[0],"This":[1,179],"research":[2,23,137,164,190],"is":[3],"the":[4,14,18,25,38,47,98,135,151,167,173,201],"first":[5],"to":[6,10,36,155,165,199],"use":[7],"bibliometric":[8,197],"analysis":[9,35,56,100,185,198],"provide":[11],"insight":[12],"into":[13],"landscape":[15],"and":[16,33,63,70,75,80,83,86,109,120,203],"forecast":[17],"future":[19],"of":[20,49,93,134,169,186],"customer":[21,61,68,73,81,87,105,118,170,187],"experience":[22,64,69,74,106,171,189],"in":[24,65,113,172],"banking":[26,123,176,188],"sector.":[27],"Design/methodology/approach":[28],"We":[29],"used":[30],"bibliographic":[31,54],"coupling":[32,55],"co-word":[34,99],"delineate":[37],"existing":[39],"knowledge":[40,202],"structure":[41],"after":[42],"reviewing":[43],"338":[44],"articles":[45],"from":[46],"Web":[48],"Science":[50],"database.":[51],"Findings":[52],"The":[53],"revealed":[57,101],"five":[58],"key":[59],"clusters:":[60],"engagement":[62],"digital":[66,78,84,111,175],"banking;":[67],"service":[71],"management;":[72],"market":[76],"resilience;":[77],"transformation":[79],"experience;":[82],"technology":[85],"experience\u2014each":[88],"representing":[89],"a":[90,182,193],"significant":[91],"strand":[92],"current":[94,136],"research.":[95],"In":[96],"addition,":[97],"four":[102],"emerging":[103,143],"themes:":[104],"through":[107],"AI":[108],"blockchain,":[110],"evolution":[112],"banking,":[114],"experience-driven":[115],"ecosystems":[116],"for":[117,146,161],"satisfaction,":[119],"trust-based":[121],"holistic":[122],"experience.":[124],"Practical":[125],"implications":[126],"These":[127],"findings":[128],"not":[129],"only":[130],"sketch":[131],"an":[132],"overview":[133],"domain":[138],"but":[139],"also":[140],"hint":[141],"at":[142],"areas":[144],"ideal":[145],"scholarly":[147],"investigation.":[148],"While":[149],"highlighting":[150],"industry\u2019s":[152],"rapid":[153],"adaptation":[154],"technological":[156],"advances,":[157],"this":[158],"study":[159],"calls":[160],"more":[162],"integrative":[163],"unravel":[166],"complexities":[168],"evolving":[174],"ecosystem.":[177],"Originality/value":[178],"review":[180],"presents":[181],"novel":[183],"state-of-the-art":[184],"by":[191],"employing":[192],"science":[194],"mapping":[195],"via":[196],"unveil":[200],"temporal":[204],"structure.":[205]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
