Enhancing Financial Decision-Making through Mentorship: A Comprehensive Review in the Banking Sector

Abstract

This comprehensive review investigates the role of bank employees in influencing customers' adoption and usage of e-banking across various financial sectors, including loan selection, national pension systems, mutual funds, stocks, and e-banking itself. This review aims to analyze the strategies employed by bank employees to promote e-banking services and assess their implications for both customers and banks. A systematic approach was used to gather and analyze literature from multiple databases, focusing on studies published within the last decade. Key findings reveal that bank employees significantly contribute to heightened customer adoption rates, improved digital literacy among customers, enhanced operational efficiency, and substantial cost savings for banks. Additionally, these efforts foster stronger customer relationships. The implications of these results underscore the profound impact of e-banking on the banking industry, highlighting its transformative effect and the evolving dynamics of customer-bank interactions in the digital era. This review offers valuable insights into the critical role played by bank employees in facilitating the widespread adoption and utilization of e-banking services, thereby contributing to the evolving landscape of modern banking practices.