IDEAS home Printed from https://ideas.repec.org/a/ovi/oviste/vxxiy2021i2p842-848.html
   My bibliography  Save this article

Towards Sustainability in Banking Services Development. Customer Satisfaction with Banking Services – Influences and Perspectives

Author

Listed:
  • Andreea-Daniela Moraru

    (†Ovidius†University of Constanta)

  • Margareta Ilie

    (†Ovidius†University of Constanta)

Abstract

Sustainable development has become an imperative across businesses and industries and the banking industry makes no exception, especially since it is a very dynamic industry worldwide. However, the sustainable development faces numerous challenges and one of them is represented by the desideratum to achieve high customer satisfaction. Paying attention to customer satisfaction has become an imperative for bank management as a natural consequence of the development of the industry on the one hand, and the evolutions of customer behavior on the other. The present paper aims at assessing the influence of a series of socio-demographic factors on customer satisfaction with banking services in Romania, using an artificial neural network. We chose seven demographic variables (age, education, gender, professional status, marital status, residence, and income). The results revealed the hierarchy of the socio-demographic factors with impact on customer satisfaction with banking services.

Suggested Citation

  • Andreea-Daniela Moraru & Margareta Ilie, 2021. "Towards Sustainability in Banking Services Development. Customer Satisfaction with Banking Services – Influences and Perspectives," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 842-848, December.
    • Handle: RePEc:ovi:oviste:v:xxi:y:2021:i:2:p:842-848
    as

    Download full text from publisher

    File URL: https://stec.univ-ovidius.ro/html/anale/RO/2021-2/Section%204/38.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sonia Rebai & Mohamed Naceur Azaiez & Dhafer Saïdane, 2016. "A multi-attribute utility model for generating a sustainability index in the banking sector," Post-Print hal-01744485, HAL.
    2. Kathleen Krause & Dirk Battenfeld, 2019. "Coming Out of the Niche? Social Banking in Germany: An Empirical Analysis of Consumer Characteristics and Market Size," Journal of Business Ethics, Springer, vol. 155(3), pages 889-911, March.
    3. Bert Scholtens, 2009. "Corporate Social Responsibility in the International Banking Industry," Journal of Business Ethics, Springer, vol. 86(2), pages 159-175, May.
    4. Olaf Weber, 2005. "Sustainability benchmarking of European banks and financial service organizations," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 12(2), pages 73-87, June.
    5. Rakesh Raut & Naoufel Cheikhrouhou & Manoj Kharat, 2017. "Sustainability in The Banking Industry: A Strategic Multi‐Criterion Analysis," Business Strategy and the Environment, Wiley Blackwell, vol. 26(4), pages 550-568, May.
    6. Grace Ibe-enwo & Nicholas Igbudu & Zanete Garanti & Temitope Popoola, 2019. "Assessing the Relevance of Green Banking Practice on Bank Loyalty: The Mediating Effect of Green Image and Bank Trust," Sustainability, MDPI, vol. 11(17), pages 1-16, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Andreea-Daniela MORARU & Margareta ILIE, 2022. "Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 149-156.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Juan J. Nájera-Sánchez, 2019. "A Systematic Review of Sustainable Banking through a Co-Word Analysis," Sustainability, MDPI, vol. 12(1), pages 1-23, December.
    2. Kishore Kumar & Ajai Prakash, 2020. "Managing sustainability in banking: extent of sustainable banking adaptations of banking sector in India," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 22(6), pages 5199-5217, August.
    3. Juan Camilo Mejia-Escobar & Juan David González-Ruiz & Eduardo Duque-Grisales, 2020. "Sustainable Financial Products in the Latin America Banking Industry: Current Status and Insights," Sustainability, MDPI, vol. 12(14), pages 1-25, July.
    4. Simona Galletta & Sebastiano Mazzù & Valeria Naciti & Carlo Vermiglio, 2021. "Sustainable development and financial institutions: Do banks' environmental policies influence customer deposits?," Business Strategy and the Environment, Wiley Blackwell, vol. 30(1), pages 643-656, January.
    5. Saeed Nosratabadi & Gergo Pinter & Amir Mosavi & Sandor Semperger, 2020. "Sustainable Banking; Evaluation of the European Business Models," Papers 2003.13423, arXiv.org.
    6. Jorge Matute‐Vallejo & Rafael Bravo & José M. Pina, 2011. "The influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 18(6), pages 317-331, November.
    7. Simona Galletta & Sebastiano Mazzù & Valeria Naciti, 2021. "Banks' business strategy and environmental effectiveness: The monitoring role of the board of directors and the managerial incentives," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2656-2670, July.
    8. Giuliana Birindelli & Paola Ferretti & Mariantonietta Intonti & Antonia Iannuzzi, 2015. "On the drivers of corporate social responsibility in banks: evidence from an ethical rating model," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 19(2), pages 303-340, May.
    9. Saeed Nosratabadi & Gergo Pinter & Amir Mosavi & Sandor Semperger, 2020. "Sustainable Banking; Evaluation of the European Business Models," Sustainability, MDPI, vol. 12(6), pages 1-19, March.
    10. Souad Moufty & Basil Al‐Najjar & Abdulhadi Ibrahim, 2024. "Communications of sustainability practices in the banking sector: Evidence from cross‐country analysis," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 29(1), pages 135-161, January.
    11. Simona Galletta & Sebastiano Mazzù, 2023. "ESG controversies and bank risk taking," Business Strategy and the Environment, Wiley Blackwell, vol. 32(1), pages 274-288, January.
    12. Zbigniew Korzeb & Reyes Samaniego-Medina, 2019. "Sustainability Performance. A Comparative Analysis in the Polish Banking Sector," Sustainability, MDPI, vol. 11(3), pages 1-16, January.
    13. Francisco Javier Forcadell & Elisa Aracil & Fernando Ubeda, 2020. "Using reputation for corporate sustainability to tackle banks digitalization challenges," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2181-2193, September.
    14. Theodosios Anagnostopoulos & Antonis Skouloudis & Nadeem Khan & Konstantinos Evangelinos, 2018. "Incorporating Sustainability Considerations into Lending Decisions and the Management of Bad Loans: Evidence from Greece," Sustainability, MDPI, vol. 10(12), pages 1-16, December.
    15. Grijalvo, Mercedes & García-Wang, Carmen, 2023. "Sustainable business model for climate finance. Key drivers for the commercial banking sector," Journal of Business Research, Elsevier, vol. 155(PB).
    16. Leticia Inácio & Ivete Delai, 2022. "Sustainable banking: a systematic review of concepts and measurements," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(1), pages 1-39, January.
    17. Conte, Danilo & Bussoli, Candida & Hemmings, Danial, 2024. "Responsible risk-taking and the CSP-financial performance relation in the banking sector: A mediation analysis," Research in International Business and Finance, Elsevier, vol. 69(C).
    18. D’Apolito, Elisabetta & Galletta, Simona & Iannuzzi, Antonia Patrizia & Labini, Stefania Sylos, 2024. "Sustainability and bank credit access: New evidence from Italian SMEs," Research in International Business and Finance, Elsevier, vol. 69(C).
    19. Aracil, Elisa & Nájera-Sánchez, Juan-José & Forcadell, Francisco Javier, 2021. "Sustainable banking: A literature review and integrative framework," Finance Research Letters, Elsevier, vol. 42(C).
    20. Nicholas Igbudu & Zanete Garanti & Temitope Popoola, 2018. "Enhancing Bank Loyalty through Sustainable Banking Practices: The Mediating Effect of Corporate Image," Sustainability, MDPI, vol. 10(11), pages 1-11, November.

    More about this item

    Keywords

    customer satisfaction; banking services; sustainability; Romania; demographic variables;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ovi:oviste:v:xxi:y:2021:i:2:p:842-848. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Gheorghiu Gabriela (email available below). General contact details of provider: https://edirc.repec.org/data/feoviro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.