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

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  • 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
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    References listed on IDEAS

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    1. Bert Scholtens, 2009. "Corporate Social Responsibility in the International Banking Industry," Journal of Business Ethics, Springer, vol. 86(2), pages 159-175, May.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    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.
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    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.

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    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

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