{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T10:22:47Z","timestamp":1776680567950,"version":"3.51.2"},"reference-count":55,"publisher":"Institute of Electrical and Electronics Engineers (IEEE)","license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/legalcode"}],"funder":[{"name":"Project PON FSE REACT-EU"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IEEE Access"],"published-print":{"date-parts":[[2022]]},"DOI":"10.1109\/access.2022.3218010","type":"journal-article","created":{"date-parts":[[2022,11,4]],"date-time":"2022-11-04T00:53:39Z","timestamp":1667523219000},"page":"118024-118042","source":"Crossref","is-referenced-by-count":16,"title":["The Role of Technology in Improving the Customer Experience in the Banking Sector: A Systematic Mapping Study"],"prefix":"10.1109","volume":"10","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3560-806X","authenticated-orcid":false,"given":"Roberto","family":"Vergallo","sequence":"first","affiliation":[{"name":"Department of Innovation Engineering, University of Salento, Lecce, Italy"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9387-9277","authenticated-orcid":false,"given":"Luca","family":"Mainetti","sequence":"additional","affiliation":[{"name":"Department of Innovation Engineering, University of Salento, Lecce, Italy"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"263","reference":[{"key":"ref39","first-page":"1371","article-title":"Erays: Reverse engineering ethereum&#x2019;s opaque smart contracts","author":"zhou","year":"2018","journal-title":"Proc 27th USENIX Secur Symp (USENIX Secur )"},{"key":"ref38","doi-asserted-by":"publisher","DOI":"10.1109\/eCRS.2013.6805780"},{"key":"ref33","author":"kaye","year":"2017","journal-title":"Mandate of the Special Rapporteur on the Promotion and Protection of the Right to Freedom of Opinion and Expression (No OL DEU 1\/2017)"},{"key":"ref32","doi-asserted-by":"publisher","DOI":"10.3917\/inno.pr2.0096"},{"key":"ref31","doi-asserted-by":"publisher","DOI":"10.4018\/978-1-7998-5175-2.ch004"},{"key":"ref30","doi-asserted-by":"publisher","DOI":"10.1108\/JIMA-08-2020-0228"},{"key":"ref37","doi-asserted-by":"publisher","DOI":"10.20955\/r.100.337-44"},{"key":"ref36","doi-asserted-by":"publisher","DOI":"10.1109\/TrustCom\/BigDataSE.2018.00015"},{"key":"ref35","doi-asserted-by":"publisher","DOI":"10.1111\/jcom.12276"},{"key":"ref34","first-page":"14","article-title":"Universal declaration of human rights","volume":"302","author":"roosevelt","year":"1948","journal-title":"UN General Assembly"},{"key":"ref28","year":"2022","journal-title":"Is This the Future of Banking? Welcome to the Branch Where You do it All Yourself"},{"key":"ref27","first-page":"14","article-title":"Time to close underperforming branches?","volume":"105","author":"morris","year":"2013","journal-title":"American Bankers Association ABA Banking Journal"},{"key":"ref29","doi-asserted-by":"publisher","DOI":"10.1891\/JFCP-2021-0046"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1108\/JSTP-03-2015-0064"},{"key":"ref1","first-page":"34","article-title":"Determinants of customer experience in new format retail stores","volume":"5","author":"jain","year":"2009","journal-title":"J Marketing Commun"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1007\/s11192-009-0146-3"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1111\/ecno.12177"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1145\/3411564.3411579"},{"key":"ref24","doi-asserted-by":"publisher","DOI":"10.1111\/irfi.12167"},{"key":"ref23","doi-asserted-by":"publisher","DOI":"10.1257\/app.20170543"},{"key":"ref26","article-title":"To close or not to close? The impact of closing branches","author":"ketola","year":"2014"},{"key":"ref25","year":"2021","journal-title":"Banche e Istituzioni Finanziarie Articolazione Territoriale"},{"key":"ref50","year":"2022","journal-title":"Milano Hub"},{"key":"ref51","doi-asserted-by":"publisher","DOI":"10.3390\/jrfm15080342"},{"key":"ref55","first-page":"347","article-title":"The interplay between customer experience and customer loyalty: Which touchpoints matter","author":"ieva","year":"2017","journal-title":"Proc 20th Excellence Services Int Conf"},{"key":"ref54","doi-asserted-by":"publisher","DOI":"10.1080\/02642069.2017.1322959"},{"key":"ref53","doi-asserted-by":"publisher","DOI":"10.3390\/s22186980"},{"key":"ref52","year":"2016","journal-title":"Directive (EU) 2015\/2366 of the European Parliament and of the Council of 25 November 2015 on Payment Services in the Internal Market"},{"key":"ref10","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2022.3174115"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2022.3172964"},{"key":"ref40","first-page":"67","article-title":"Payments are a-changin&#x2019;but cash still rules","author":"bech","year":"2018","journal-title":"BIS Quarterly Review"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.1108\/VJIKMS-11-2019-0178"},{"key":"ref13","doi-asserted-by":"publisher","DOI":"10.3390\/admsci9010008"},{"key":"ref14","first-page":"158","article-title":"Customer eXperience in e-learning: A systematic mapping study","author":"castro","year":"2020","journal-title":"Proc Int Conf Human-Comput Interact"},{"key":"ref15","first-page":"666","article-title":"Data mining and machine learning techniques for bank customers segmentation: A systematic mapping study","author":"monge","year":"2020","journal-title":"Proc SAI Intell Syst Conf"},{"key":"ref16","first-page":"97","article-title":"Use of data mining and machine learning techniques for fraud detection in financial statements: A systematic mapping study","author":"ram\u00edrez-alp\u00edzar","year":"2020","journal-title":"[Uso de T&#x00E9;cnicas de Miner&#x00ED;a de Datos y Aprendizaje Autom&#x00E1;tico Para la Detecci&#x00F3;n de Fraudes en Estados Financieros Un Mapeo Sistem&#x00E1;tico de Literatura] Revista Ib&#x00E9;rica De Sistemas e Tecnologias De Informa&#x00E7;&#x00E3;o"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.1186\/s40854-021-00285-7"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1002\/asi.20317"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1007\/s11192-018-2990-5"},{"key":"ref4","year":"2022","journal-title":"Customer Experience | Explore | Google Trends"},{"key":"ref3","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-30457-6_18"},{"key":"ref6","doi-asserted-by":"publisher","DOI":"10.1177\/10946705211021915"},{"key":"ref5","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.bm.2550127"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1177\/1094670518812182"},{"key":"ref7","doi-asserted-by":"publisher","DOI":"10.1177\/1094670520928390"},{"key":"ref49","year":"2020","journal-title":"How Regulators Respond to Fintech Evaluating the Different Approaches-Sandboxes and Beyond"},{"key":"ref9","doi-asserted-by":"publisher","DOI":"10.14236\/ewic\/EASE2008.8"},{"key":"ref46","year":"2017","journal-title":"IOSCO Research Report on Financial Technologies (Fintech)"},{"key":"ref45","year":"2017","journal-title":"Financial Stability Implications from FinTech Supervisory and Regulatory Issues that Merit Authorities&#x2019; Attention"},{"key":"ref48","first-page":"579","article-title":"Regulatory sandboxes","volume":"87","author":"allen","year":"2019","journal-title":"George Washington Law Rev"},{"key":"ref47","doi-asserted-by":"publisher","DOI":"10.1016\/j.bushor.2017.09.003"},{"key":"ref42","article-title":"An analysis of bitcoin and the proof of work protocols energy consumption, growth, impact and sustainability","author":"taylor","year":"2018","journal-title":"Dept Aerospace and Mechanical Eng"},{"key":"ref41","article-title":"On the possibility of a cash-like CBDC","author":"armelius","year":"2021","journal-title":"Sveriges Riksbank Staff Memo"},{"key":"ref44","year":"2022","journal-title":"Report on a Digital Euro"},{"key":"ref43","doi-asserted-by":"publisher","DOI":"10.1109\/QRS-C55045.2021.00168"}],"container-title":["IEEE Access"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/6287639\/9668973\/09932606.pdf?arnumber=9932606","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,12,12]],"date-time":"2022-12-12T19:55:01Z","timestamp":1670874901000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/9932606\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"references-count":55,"URL":"https:\/\/doi.org\/10.1109\/access.2022.3218010","relation":{},"ISSN":["2169-3536"],"issn-type":[{"value":"2169-3536","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022]]}}}