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Study On The Determinants Of Consumer Satisfaction With Digital Banking Services Provided By Banks. Evidence From Romania

Author

Listed:
  • DUHNEA CRISTINA

    (OVIDIUS UNIVERSITY OF CONSTANTA, ROMANIA, FACULTY OF ECONOMIC SCIENCES, RESEARCH FIELDS: FINANCIAL MARKETS, CUSTOMER SATISFACTION WITH BANKING SERVICES)

  • MORARU ANDREEA-DANIELA

    (OVIDIUS UNIVERSITY OF CONSTANTA, ROMANIA, FACULTY OF ECONOMIC SCIENCES, RESEARCH FIELDS: MARKETING, MARKETING RESEARCH)

Abstract

During the COVID-19 pandemic, the banking industry faced numerous challenges (the sudden and total closure of physical units, exclusively remote relations with customers) and was pushed to accelerate the digitalization process started in the 2000s. In this context, digital banking services became of paramount importance and the factors that influence consumer satisfaction with digital banking services were at the centre of attention of both industry and academia. The aim of this paper is to determine a ranking of the determinants that influence consumer satisfaction with digital banking services, at the start of the pandemic. To this end, we conducted a quantitative research based on a questionnaire in Constanta County. Using graphical visualization to observe the impact of a series of independent variables (the level of education, the characteristics of banks, accessibility, the frequency of using the digital banking services, the level of technology of the bank, and consumers’ trust in the bank with which they frequently relate) on the dependent variable - customer satisfaction with digital banking services, and training an artificial neural network (ANN), we obtained a hierarchy of the influence factors. The research results revealed that customer satisfaction with digital banking services is primarily influenced by their trust in the bank they work with and the bank's level of technology.

Suggested Citation

  • Duhnea Cristina & Moraru Andreea-Daniela, 2024. "Study On The Determinants Of Consumer Satisfaction With Digital Banking Services Provided By Banks. Evidence From Romania," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 22-36, February.
    • Handle: RePEc:cbu:jrnlec:y:2024:v:1:p:22-36
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    References listed on IDEAS

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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. Florian Diener & Miroslav Špaček, 2021. "Digital Transformation in Banking: A Managerial Perspective on Barriers to Change," Sustainability, MDPI, vol. 13(4), pages 1-27, February.
    3. Elena Lidia Melnic, 2019. "Customer Satisfaction and the Factors of Influence: Quantitative Marketing Research undertaken at the Main Banks in The Central Region of Romania," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 199-209, November.
    4. Gamini Gunawardane, 2023. "Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 255-269, June.
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    1. Oprea Isabelle Margareta & Draghici Liviu-Gelu & Panait Cornel, 2025. "Banking Digitization And Central Bank Digital Currency Projects, Implications For Monetary Policy And Financial Stability," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 3, pages 307-327, June.

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