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Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland

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  • Piotrowski Dariusz

    (Department of Financial Management, Faculty of Economic Sciences and Management, Nicolaus Copernicus University, Gagarina 13a, 87-100 Toruń, Poland)

Abstract

Ethically conducted business has a positive impact on consumer trust, satisfaction and loyalty. The aim of this paper is to identify the bank activities that customers perceive as ethical and to what extent they affect consumer perceived ethicality. The binomial logit model applied in this study demonstrates that the honesty of financial advice, use of e-banking services and use of artificial intelligence technology to improve the quality of banking services have a significantly positive impact on consumers’ perception of banks in Poland as ethical institutions. Significant variables that negatively influence consumer perceived ethicality include gender, education, use of financial advisory services, banks’ manipulation of information about financial products and use of personal data against the will of customers.

Suggested Citation

  • Piotrowski Dariusz, 2022. "Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland," Economics and Business Review, Sciendo, vol. 8(1), pages 90-114, April.
    • Handle: RePEc:vrs:ecobur:v:8:y:2022:i:1:p:90-114:n:5
    DOI: 10.18559/ebr.2022.1.6
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    More about this item

    Keywords

    banking ethics; ethical judgement; digital technologies; electronic banking; financial advisory services; artificial intelligence;
    All these keywords.

    JEL classification:

    • A13 - General Economics and Teaching - - General Economics - - - Relation of Economics to Social Values
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G41 - Financial Economics - - Behavioral Finance - - - Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making in Financial Markets
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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