Trust of Portuguese Customers in Banks During the Economic Crisis Period
Autor(a) principal: | |
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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. |
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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 |
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1799136810158260224 |