Using Digital Banking to Develop Organizational Resilience in Romania: Consumer Attitudes and Perceptions

Georgiana-Loredana Schipor (Frecea) ()
Additional contact information
Georgiana-Loredana Schipor (Frecea): The Bucharest University of Economic Studies, Romania

Ovidius University Annals, Economic Sciences Series, 2022, vol. XXII, issue 1, 431-436

Abstract: The COVID-19 pandemic has transformed the banking sector through the massive acceleration of digital services, reshaping the experiential factors that influence the customer’s attitudes towards digitization. The digital transformation of the banking system is strongly associated with the flexibility features of the banking services, where innovation is a way that increases the added value of financial institutions. The health crisis was an unexpected shock to demand for digital banking services, representing a test for the banks' digital capabilities to adapt and recover after a moment of discontinuity. The COVID-19 pandemic acted as a catalyst between banks and clients, a relationship that gradually became an opportunity for the entire sector. This paper explores the organizational resilience of the banking sector in Romania using a mixed-method approach based on case studies and empirical surveys, conducting a semi-structured questionnaire on 450 respondents. The main findings outline the strong correlation between e-banking security and loyalty towards the provider bank through trust, a relationship that is fully mediated by the customer ebanking satisfaction.

Keywords: resilience; consumer; perception; digital banking (search for similar items in EconPapers)
JEL-codes: G21 M10 M14 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://stec.univ-ovidius.ro/html/anale/RO/2022-2/Section%203/33.pdf (application/pdf)

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:ovi:oviste:v:xxii:y:2022:i:1:p:431-436

Access Statistics for this article

Ovidius University Annals, Economic Sciences Series is currently edited by Spatariu Cerasela

More articles in Ovidius University Annals, Economic Sciences Series from Ovidius University of Constantza, Faculty of Economic Sciences Contact information at EDIRC.
Bibliographic data for series maintained by Gheorghiu Gabriela ().