The impact of the COVID-19 pandemic crisis on demand for Financial-banking services

Abstract

Actuality: In 2020, the world economy was affected by the extraordinary and severe shock generated by the COVID-19 pandemic. The pandemic crisis has had a disastrous impact on the business environment and, in particular, on several branches, such as transport, HoReCa, tourism, trade, services, resulting in closed businesses and massive layoffs. Under these conditions, customer relationship management is one of the main contemporary challenges facing banks, from the perspective of new social changes and major changes in human behavior. The new segmentation generated by the pandemic puts additional pressure on banks, which have a difficult task: to better understand these new behaviors and to meet consumer requirements with relevant products and convenient services. Purpose: The overall objective of this study is to provide a practical perspective on the impact of the pandemic crisis on the demand for financial-banking services, driven by changing consumer behavior according to needs and preferences. Research methods: To study the topic addressed in this article, the following research methods were applied, such as the analysis and synthesis of conceptual approaches and practical aspects of the demand for financial-banking services, deduction and induction, to elucidate the influencing factors, using the adaptation of the range of services according to customer requirements in the context of the pandemic crisis and researching the actions of banks to formulate conclusions and opinions. Results: We find that banks responded quickly to customers' needs and requirements for financial services and provided them with various effective tools to provide them with free and unlimited access to accou