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Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization

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  • Andreea-Daniela MORARU

    (Ovidius University of Constanta, Romania)

  • Margareta ILIE

    (Ovidius University of Constanta, Romania)

Abstract

The digital transformation has permeated many industries and is becoming increasingly important for our everyday lives. Naturally, the digital transformation entered the banking industry with full impact transforming both products and services, as well as the traditional client-bank relations. Digital transformation, the fierce competition, and the pursuit of the desideratum of sustainable development challenge banking business models and especially the approach towards customers. Customer satisfaction has become an imperative for bank management due to a series of recent developments related to both the industry and the customers. The present paper aims at discussing the influence of socio-demographic factors and the satisfaction with e-banking on the general level of customer satisfaction with banking services in Romania, employing graphical visualization. The results revealed the following hierarchy of variables impacting the general level of satisfaction with banking services: income, the place of residence, the satisfaction with e-banking services, and education.

Suggested Citation

  • 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.
    • Handle: RePEc:ddj:fseeai:y:2022:i:3:p:149-156
    DOI: 10.35219/eai15840409299
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    References listed on IDEAS

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    1. 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.
    2. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    3. 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.
    4. Jamil Hammoud & Rima M. Bizri & Ibrahim El Baba, 2018. "The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector," SAGE Open, , vol. 8(3), pages 21582440187, July.
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