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Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Author

Listed:
  • Igor Fellype Loureiro Valenca Filgueiras

    (Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil)

  • Fagner José Coutinho de Melo

    (Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil)

  • Djalma Silva Guimaraes Junior

    (Departamento de Engenharia Mecânica, Escola Politécnica de Pernambuco, Universidade de Pernambuco, Recife 50720-001, PE, Brazil)

  • Aline Amaral Leal Barbosa

    (Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Recife 50100-010, PE, Brazil)

  • Eryka Fernanda Miranda Sobral

    (Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil)

  • Silvio André Vital Junior

    (Departamento de Administração, Universidade Federal de Pernambuco, Recife 50100-010, PE, Brazil)

Abstract

This paper aims to evaluate customer perceptions regarding the benefits generated by sustainability 4.0 in the banking sector through a survey. A structured questionnaire was developed with 55 factors divided into economic, social, and environmental dimensions. A total of 90 questionnaires were collected. Descriptive statistics and Kendall’s coefficient of agreement were used with the intention of measuring the degree of agreement or disagreement between bank customers’ responses. The results indicated a positive perception of customers regarding the relationship between sustainable practices and economic, social, and environmental aspects, with a relatively high agreement. The best-rated benefits were related to economic and environmental aspects, such as reducing service time and efficient use of digital resources. However, there was a diversity of opinions regarding social aspects, with some issues receiving lower ratings, especially related to the permanence of employees and the autonomy of elderly customers. This suggests concerns about the impact of technology on maintaining banking jobs and the accessibility of financial services for specific groups, such as the elderly. It is concluded that by focusing on customer perception, the study offers a holistic view of the implications of sustainability 4.0, going beyond traditional analyses focused on organizations.

Suggested Citation

  • Igor Fellype Loureiro Valenca Filgueiras & Fagner José Coutinho de Melo & Djalma Silva Guimaraes Junior & Aline Amaral Leal Barbosa & Eryka Fernanda Miranda Sobral & Silvio André Vital Junior, 2024. "Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers," Sustainability, MDPI, vol. 16(6), pages 1-26, March.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:6:p:2580-:d:1361216
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    References listed on IDEAS

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