Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers

Igor Fellype Loureiro Valenca Filgueiras, Fagner José Coutinho de Melo (), Djalma Silva Guimaraes Junior, Aline Amaral Leal Barbosa, Eryka Fernanda Miranda Sobral and Silvio André Vital Junior
Additional contact information
Igor Fellype Loureiro Valenca Filgueiras: Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil
Fagner José Coutinho de Melo: Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil
Djalma Silva Guimaraes Junior: Departamento de Engenharia Mecânica, Escola Politécnica de Pernambuco, Universidade de Pernambuco, Recife 50720-001, PE, Brazil
Aline Amaral Leal Barbosa: Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Recife 50100-010, PE, Brazil
Eryka Fernanda Miranda Sobral: Departamento de Administração, Universidade de Pernambuco, Recife 50100-010, PE, Brazil
Silvio André Vital Junior: Departamento de Administração, Universidade Federal de Pernambuco, Recife 50100-010, PE, Brazil

Sustainability, 2024, vol. 16, issue 6, 1-26

Abstract: This paper aims to evaluate customer perceptions regarding the benefits generated by sustainability 4.0 in the banking sector through a survey. A structured questionnaire was developed with 55 factors divided into economic, social, and environmental dimensions. A total of 90 questionnaires were collected. Descriptive statistics and Kendall’s coefficient of agreement were used with the intention of measuring the degree of agreement or disagreement between bank customers’ responses. The results indicated a positive perception of customers regarding the relationship between sustainable practices and economic, social, and environmental aspects, with a relatively high agreement. The best-rated benefits were related to economic and environmental aspects, such as reducing service time and efficient use of digital resources. However, there was a diversity of opinions regarding social aspects, with some issues receiving lower ratings, especially related to the permanence of employees and the autonomy of elderly customers. This suggests concerns about the impact of technology on maintaining banking jobs and the accessibility of financial services for specific groups, such as the elderly. It is concluded that by focusing on customer perception, the study offers a holistic view of the implications of sustainability 4.0, going beyond traditional analyses focused on organizations.

Keywords: sustainability 4.0; industry 4.0; enabling technologies; banking sector; customer perception (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2071-1050/16/6/2580/pdf (application/pdf)
https://www.mdpi.com/2071-1050/16/6/2580/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:16:y:2024:i:6:p:2580-:d:1361216

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().