THE CHALLENGE OF BANKING SERVICES DEVELOPMENT – GIVING ITS RIGHTFUL PLACE TO CUSTOMER SATISFACTION

IF 2.6 3区经济学 Q1 Business, Management and Accounting

Journal of Business Economics and Management Pub Date : 2022-03-14 DOI:10.3846/jbem.2022.16442

Andreea-Daniela Moraru, Cristina Duhnea, M. Mieilă, Silvia Ghiță-Mitrescu, M. Ilie, Anda-Ileana Necula

{"title":"THE CHALLENGE OF BANKING SERVICES DEVELOPMENT – GIVING ITS RIGHTFUL PLACE TO CUSTOMER SATISFACTION","authors":"Andreea-Daniela Moraru, Cristina Duhnea, M. Mieilă, Silvia Ghiță-Mitrescu, M. Ilie, Anda-Ileana Necula","doi":"10.3846/jbem.2022.16442","DOIUrl":null,"url":null,"abstract":"Lately, the global banking services industry has faced numerous challenges: the digitalization, increased competition, the instability of monetary and foreign exchange markets, and the volatility of exchange rates. However, at present, banks are facing the greatest challenge of all that is, placing the customers at the centre of business and the systematic follow-up of customer satisfaction. The present paper aims at assessing the influence of a series of determinants and socio-demographic factors on customer satisfaction with banking services in Romania, using the probit and logit models. The research focused on the Romanian banking market due to its distinctiveness within the European context – performance indicators above the European average during the past five years and a concentration level that discloses a significant growth potential. The results of the two models employed revealed similar results, with the most influential variables on customer satisfaction being convenience, e-banking, quality, and revenues.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"53 10 1","pages":""},"PeriodicalIF":2.6000,"publicationDate":"2022-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Business Economics and Management","FirstCategoryId":"96","ListUrlMain":"https://doi.org/10.3846/jbem.2022.16442","RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 2

Abstract

Lately, the global banking services industry has faced numerous challenges: the digitalization, increased competition, the instability of monetary and foreign exchange markets, and the volatility of exchange rates. However, at present, banks are facing the greatest challenge of all that is, placing the customers at the centre of business and the systematic follow-up of customer satisfaction. The present paper aims at assessing the influence of a series of determinants and socio-demographic factors on customer satisfaction with banking services in Romania, using the probit and logit models. The research focused on the Romanian banking market due to its distinctiveness within the European context – performance indicators above the European average during the past five years and a concentration level that discloses a significant growth potential. The results of the two models employed revealed similar results, with the most influential variables on customer satisfaction being convenience, e-banking, quality, and revenues.

查看原文本刊更多论文

银行服务发展的挑战——让客户满意占据应有的位置

最近，全球银行服务业面临着许多挑战:数字化、竞争加剧、货币和外汇市场的不稳定以及汇率的波动。然而，目前银行面临的最大挑战是如何把客户放在业务的中心，如何系统地跟踪客户满意度。本文旨在利用probit和logit模型，评估一系列决定因素和社会人口因素对罗马尼亚银行服务客户满意度的影响。研究集中在罗马尼亚银行市场，因为其在欧洲范围内的独特性-过去五年的业绩指标高于欧洲平均水平，集中度显示出显着的增长潜力。所采用的两种模型的结果显示出相似的结果，对客户满意度影响最大的变量是便利性、电子银行、质量和收入。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Business Economics and Management Multiple-

CiteScore

5.80

自引率

3.80%

发文量

审稿时长

15 weeks

期刊介绍： The Journal of Business Economics and Management is a peer-reviewed journal which publishes original research papers. The objective of the journal is to provide insights into business and strategic management issues through the publication of high quality research from around the world. We particularly focus on research undertaken in Western Europe but welcome perspectives from other regions of the world that enhance our knowledge in this area. The journal publishes in the following areas of research: Global Business Transition Issues Economic Growth and Development Economics of Organizations and Industries Finance and Investment Strategic Management Marketing Innovations Public Administration.