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Problemy klientów usług finansowych oraz ich uwarunkowania

Author

Listed:
  • Iwona Dorota Czechowska

    (Uniwersytet Łódzki, Katedra Bankowości Centralnej i Pośrednictwa Finansowego)

  • Wojciech Zatoń

    (Uniwersytet Łódzki, Katedra Bankowości Centralnej i Pośrednictwa Finansowego)

Abstract

W artykule podjęto próbę identyfikacji i oceny czynników wpływających na problemy klientów usług finansowych. Zwrócono uwagę, że skala zgłaszanych problemów zależy zarówno od usługobiorców, jak i usługodawców. Redukcja skali tych problemów jest powiązana z poziomem edukacji i kompetencji klientów. Może mieć na nią wpływ także wrażliwość przedsiębiorców na potrzeby klientów, przejawiająca się orientacją na klienta. Celem artykułu jest zbadanie i ocena zależności między skalą problemów zgłaszanych przez klientów na rynku usług finansowych a poziomem podstawowych kompetencji edukacyjnych, poziomem kompetencji finansowych, jakością systemu edukacji oraz stopniem orientacji na klienta. W badaniu wykorzystano dane przekrojowe dla wybranych krajów Europy, pochodzące z różnych źródeł. Zastosowano metody badawcze w postaci analizy korelacji i regresji. Uzyskane wyniki wskazują na istotne znaczenie jakości systemu edukacji (poziomu edukacji klientów) dla objaśnienia skali problemów klientów na rynku usług finansowych. Nie potwierdzono, że istotną rolę w objaśnieniu skali problemów klientów usług finansowych może pełnić również poziom orientacji przedsiębiorców na klienta

Suggested Citation

  • Iwona Dorota Czechowska & Wojciech Zatoń, 2018. "Problemy klientów usług finansowych oraz ich uwarunkowania," Bank i Kredyt, Narodowy Bank Polski, vol. 49(3), pages 289-320.
    • Handle: RePEc:nbp:nbpbik:v:49:y:2018:i:3:p:289-320
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    References listed on IDEAS

    as
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    More about this item

    Keywords

    problemy klientów usług finansowych; edukacja; kompetencje finansowe; orientacja na klienta;
    All these keywords.

    JEL classification:

    • C21 - Mathematical and Quantitative Methods - - Single Equation Models; Single Variables - - - Cross-Sectional Models; Spatial Models; Treatment Effect Models
    • D14 - Microeconomics - - Household Behavior - - - Household Saving; Personal Finance
    • I25 - Health, Education, and Welfare - - Education - - - Education and Economic Development

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