Trust of Portuguese Customers in Banks During the Economic Crisis Period

Detalhes bibliográficos
Autor(a) principal: Cabeças, António
Data de Publicação: 2021
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/11144/4819
Resumo: The analysis of bank customer behavior has been considered of great interest by international banking in the past few years and has gained greater relevance during the economic and social crisis that started between 2007 and 2008. Portuguese retail bank customers behavior and their trust are analyzed by the comparison of data obtained prior to the economic crisis with data obtained a few years after the crisis period, using survey results with statistical relevance. It is demonstrated that the element currently more relevant to customer satisfaction and loyalty towards their main bank in Portugal is trust. We also conclude that Portuguese customers trust in banks evolution over the last few years is not as negative as we could expect, considering all the problems that have been affecting this sector, but something new is happening because today customers satisfaction is decreasing.
id RCAP_bbdc88965150eb95c04030181b8a9b73
oai_identifier_str oai:repositorio.ual.pt:11144/4819
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Trust of Portuguese Customers in Banks During the Economic Crisis PeriodBankingCustomer SatisfactionCustomer TrustBehavioral EconomicsThe analysis of bank customer behavior has been considered of great interest by international banking in the past few years and has gained greater relevance during the economic and social crisis that started between 2007 and 2008. Portuguese retail bank customers behavior and their trust are analyzed by the comparison of data obtained prior to the economic crisis with data obtained a few years after the crisis period, using survey results with statistical relevance. It is demonstrated that the element currently more relevant to customer satisfaction and loyalty towards their main bank in Portugal is trust. We also conclude that Portuguese customers trust in banks evolution over the last few years is not as negative as we could expect, considering all the problems that have been affecting this sector, but something new is happening because today customers satisfaction is decreasing.2100 Projects Association2021-03-08T14:48:20Z2021-03-03T00:00:00Z2021-03-03info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11144/4819eng2183-3060Cabeças, Antónioinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-11T02:15:54Zoai:repositorio.ual.pt:11144/4819Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:33:05.265680Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Trust of Portuguese Customers in Banks During the Economic Crisis Period
title Trust of Portuguese Customers in Banks During the Economic Crisis Period
spellingShingle Trust of Portuguese Customers in Banks During the Economic Crisis Period
Cabeças, António
Banking
Customer Satisfaction
Customer Trust
Behavioral Economics
title_short Trust of Portuguese Customers in Banks During the Economic Crisis Period
title_full Trust of Portuguese Customers in Banks During the Economic Crisis Period
title_fullStr Trust of Portuguese Customers in Banks During the Economic Crisis Period
title_full_unstemmed Trust of Portuguese Customers in Banks During the Economic Crisis Period
title_sort Trust of Portuguese Customers in Banks During the Economic Crisis Period
author Cabeças, António
author_facet Cabeças, António
author_role author
dc.contributor.author.fl_str_mv Cabeças, António
dc.subject.por.fl_str_mv Banking
Customer Satisfaction
Customer Trust
Behavioral Economics
topic Banking
Customer Satisfaction
Customer Trust
Behavioral Economics
description The analysis of bank customer behavior has been considered of great interest by international banking in the past few years and has gained greater relevance during the economic and social crisis that started between 2007 and 2008. Portuguese retail bank customers behavior and their trust are analyzed by the comparison of data obtained prior to the economic crisis with data obtained a few years after the crisis period, using survey results with statistical relevance. It is demonstrated that the element currently more relevant to customer satisfaction and loyalty towards their main bank in Portugal is trust. We also conclude that Portuguese customers trust in banks evolution over the last few years is not as negative as we could expect, considering all the problems that have been affecting this sector, but something new is happening because today customers satisfaction is decreasing.
publishDate 2021
dc.date.none.fl_str_mv 2021-03-08T14:48:20Z
2021-03-03T00:00:00Z
2021-03-03
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/11144/4819
url http://hdl.handle.net/11144/4819
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2183-3060
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv 2100 Projects Association
publisher.none.fl_str_mv 2100 Projects Association
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799136810158260224

Registros relacionados