The impact of innovation on consumer behavior of financial institutions




Innovation; Consumer behavior; Systematic literature review; Financial institutions.


Innovation has a strong growth trend in the financial market and one of those impacted in this scenario is the customer. Many services that were only performed in person at physical branches and with the intervention of an employee, can now be performed via apps, internet banking platforms and self-service terminals. All this technological revolution has brought many benefits to the population, however, not everyone is open to changing the culture of using the services provided by financial institutions. Therefore, this review aims to analyze and qualify publications on the impact of innovation on consumer behavior in financial institutions. Therefore, a systematic literature review (RSL) was carried out based on the question that guided the study. Searches were carried out in the Scopus database, resulting in 24 articles that were used for analysis. As for the technique, the bibliometric study and content analysis will be applied. The results present several characteristics and indicators related to the analyzed publications.


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Galvão, M., & Ricarte, I. (2019). Revisão sistemática da literatura: conceituação, produção e publicação. Rio de Janeiro, RJ: Logeion Filosofia da Informação.

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Rashid, M. H .U., Nurunnabi, M., Rahman, M., & Masud, M. A. K . (2020). Exploring the relationship between customer loyalty and financial performance of banks: Customer open innovation perspective. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 1-22.

Saheb, T., & Mamaghani, F. H. (2021). Exploring the Digital Business Ecosystem of the Internet of Things in Emerging Economies with a Focus on the Role of Pseudo-Private Companies. Australasian Journal of Information Systems, 25, 1-21.

Shmidt, M. (2021). The Sharing Economy and Social Capital: The Fictional Expectations of Sociality in a Time Bank. Mir Rossii, 4, 128-155.

Smith, T. A. A., Charles, & C. A. D. A. (2018). Decomposed CKM model for better explaining customer satisfaction in the Jamaican public sector. International Journal of Public Sector Performance Management, 4(4), 411-411.

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Ullah, A., Iqbal, S., & Shams, S. M. R. (2020). Impact of CRM adoption on organizational performance: Moderating role of technological turbulence. Competitiveness Review: An International Business Journal, 30(1), 59-77.

Zweifel, P. (2021). Bridging the gap between risk and uncertainty in insurance. The Geneva Papers on Risk and Insurance: Issues and Practice, 46, 200-213.

Zhang, L.-L., & Kim, H. K. (2021). The impacts of customer characteristics on innovation resistance in using face recognition payment systems: An empirical study. Journal of System and Management Sciences, 11(3), 101-118.

Zhu, X., & Yang, Y. (2021). Big data analytics for improving financial performance and sustainability. Journal of Systems Science and Information, 9(2), 175-191.

Yoon, C., & Lim, D. (2020). An empirical study on factors affecting customers’ acceptance of internet-only banks in Korea. Cogent Business and Management, 7, 1-23.



How to Cite

BRASILEIRO, T. M. .; PEREIRA, A. D. S.; SILVA, A. L. . The impact of innovation on consumer behavior of financial institutions . Research, Society and Development, [S. l.], v. 11, n. 14, p. e249111436356, 2022. DOI: 10.33448/rsd-v11i14.36356. Disponível em: Acesso em: 4 dec. 2023.



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