Individual customers towards technological changes in the financial sector in German speaking countries: an empirical study
Anna Maria Nikodemska-Wołowik , Robert Sasse
AbstractNowadays the widespread use of free-of-charge information and communication technologies (ICT) make some products more accessible in the financial sector. Thus, current and prospective customers are given new tools to share information and to rate financial offers. However, there are noticeable differences in how consumers adapt to ICT. The main aim of the paper is to indicate changes in customer preferences with regard to the aforementioned sector of the economy. The study emphasizes the major advantages and disadvantages of traditional and modern tools, as perceived by clients. The centerpiece of the article is based on the authors’ empirical research focused on some new challenges faced by financial institutions, which occur in a dynamic market environment. The survey draws on a sample of 4034 bank customers. While transparency and loyalty are still recognized by clients as the major attributes of banks, the paper shows that present clients become much more critical and demanding. They prefer a customized offer.
|Journal series||Przedsiębiorczość i Zarządzanie, ISSN 1733-2486|
|No||2, cz. 2|
|Publication size in sheets||0.5|
|Keywords in English||banking, customers, finance, ICT, online, payment|
|License||Journal (articles only); published final; ; with publication|
|Score|| = 14.0, 12-07-2018, ArticleFromJournal|
= 14.0, 12-07-2018, ArticleFromJournal
* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.