Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland

Piotrowski Dariusz ()
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Piotrowski Dariusz: Department of Financial Management, Faculty of Economic Sciences and Management, Nicolaus Copernicus University, Gagarina 13a, 87-100 Toruń, Poland

Economics and Business Review, 2022, vol. 8, issue 1, 90-114

Abstract: Ethically conducted business has a positive impact on consumer trust, satisfaction and loyalty. The aim of this paper is to identify the bank activities that customers perceive as ethical and to what extent they affect consumer perceived ethicality. The binomial logit model applied in this study demonstrates that the honesty of financial advice, use of e-banking services and use of artificial intelligence technology to improve the quality of banking services have a significantly positive impact on consumers’ perception of banks in Poland as ethical institutions. Significant variables that negatively influence consumer perceived ethicality include gender, education, use of financial advisory services, banks’ manipulation of information about financial products and use of personal data against the will of customers.

Keywords: banking ethics; ethical judgement; digital technologies; electronic banking; financial advisory services; artificial intelligence (search for similar items in EconPapers)
JEL-codes: A13 G21 G41 O33 (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ecobur:v:8:y:2022:i:1:p:90-114:n:5

DOI: 10.18559/ebr.2022.1.6

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