IDEAS home Printed from https://ideas.repec.org/p/sek/iefpro/13815899.html
   My bibliography  Save this paper

Consumer e-satisfaction through the use of e-services in the banking sector - changing consumer behavior ( Case study ? e-banking in Albania)

Author

Listed:
  • Violeta Neza

    (Faculty of Business, University "Aleksander Moisiu", Durrës)

  • Edlira Llazo

    (Faculty of Business, University "Aleksander Moisiu", Durrës)

Abstract

Technology is the main word of all the activities we carry out today, but the developments it has received in recent years have facilitated the way of searching and accessing information as well as obtaining the requested service in real time, avoiding unnecessary expenses and movements. In this way, in addition to achieving consumer satisfaction and changing consumer behavior influenced by technological developments, the application of e-services is a way to influence the development of a sustainable economy and the creation of green value, since through these online services the environmental pollution from the restriction of vehicle movements to receive offline services. This study has made use of secondary and primary data through a distributed questionnaire where only 150 questionnaires were valid for analysis. The study aims to highlight the effect of using online bank applications on consumer satisfaction and consumer behavior. The results of the study show that the e-services offered by second-level banks have significantly increased consumer satisfaction and positively influenced behavior by generating green value.

Suggested Citation

  • Violeta Neza & Edlira Llazo, 0000. "Consumer e-satisfaction through the use of e-services in the banking sector - changing consumer behavior ( Case study ? e-banking in Albania)," Proceedings of Economics and Finance Conferences 13815899, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iefpro:13815899
    as

    Download full text from publisher

    File URL: https://iises.net/proceedings/18th-economics-finance-conference-london/table-of-content/detail?cid=138&iid=006&rid=15899
    File Function: First version, 0000
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
    2. Thabit Altobishi & Gizem Erboz & Szilard Podruzsik, 2018. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(2), pages 151-161, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mohammed Arshad Khan & Vivek & Syed Mohd Minhaj & Mohd Afzal Saifi & Shahid Alam & Asif Hasan, 2022. "Impact of Store Design and Atmosphere on Shoppers’ Purchase Decisions: An Empirical Study with Special Reference to Delhi-NCR," Sustainability, MDPI, vol. 15(1), pages 1-24, December.
    2. Khuong Ngoc Mai & Do Hanh Nhan & Phuong Thi Minh Nguyen, 2023. "Empirical Study of Green Practices Fostering Customers’ Willingness to Consume via Customer Behaviors: The Case of Green Restaurants in Ho Chi Minh City of Vietnam," Sustainability, MDPI, vol. 15(5), pages 1-27, February.
    3. Shaker Habis Nawafleh & Prof. Dr. Suleiman Al-Khattab, 2019. "The Impact of Marketing Innovation on Customer Satisfaction in Aqaba Special Economic Zone Authority," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 399-417, July.
    4. Domen Malc & Jasmina Dlačić & Aleksandra Pisnik & Borut Milfelner, 2023. "The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS," Sustainability, MDPI, vol. 15(16), pages 1-19, August.
    5. Guohua Liu & Mohammed Arshad Khan & Ahsanuddin Haider & Moin Uddin, 2022. "Financial Development and Environmental Degradation: Promoting Low-Carbon Competitiveness in E7 Economies’ Industries," IJERPH, MDPI, vol. 19(23), pages 1-16, December.

    More about this item

    Keywords

    Technology; Consumer satisfaction; Consumer behaviour; Sustainable economy; Green value;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sek:iefpro:13815899. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Klara Cermakova (email available below). General contact details of provider: https://iises.net/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.