Wiarygodność informacyjna banku - perspektywa seniora korzystającego z usług na rynku bankowym

• Autorzy: Grażyna Szustak , Łukasz Szewczyk
• Języki publikacji: PL

Abstrakty

EN

The purpose of the article/hypothesis: The aim of the article is to present the essence of a bank's information reliability and its assessment by a selected group of stakeholders, which are seniors. The conducted study allowed for the positive verification of the following research hypothesis: the bank's information reliability is an important factor that influences the bank's assessment by seniors. Methodology: The text has been divided into three parts. Two of them are theoretical and the authors focused here on a critical analysis of the literature on the subject. The first one describes the problem of trust in banks and public guarantees as factors influencing the shape of the sector. The second part focuses on presenting important issues related to the broadly understood information in the bank-client relationship. In the empirical part of the article, a questionnaire study was conducted in which the information reliability was assessed from the perspective of seniors using banking services. Results of the research: The research showed that 75% of the respondents had in practice encountered a situation in which the bank provided incomplete or false information. Two-thirds of the respondents also emphasized that information credibility is an important element of building trust in a bank. On the other hand, less than half of them indicated that the bank's information message was legible. Keywords: public trust, public guarantees, information reliability, banking sector, senior on the banking services market.(original abstract)

Słowa kluczowe

PL

Zawody zaufania publicznego; Banki; Sektor bankowy; Informacja

EN

Professions of public trust; Banks; Banking sector; Information

• Czasopismo: Finanse i Prawo Finansowe
• Rocznik: 2021
• Tom: 3 (31)
• Strony: 133--149

Twórcy

autor

Grażyna Szustak

• Uniwersytet Ekonomiczny w Katowicach

autor

Łukasz Szewczyk

• Uniwersytet Ekonomiczny w Katowicach

Bibliografia

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• Directive (EU) No 2019/878 of the European Parliament and of the Council of 20 may 2019 amending directive 2013/36/EU as regards exempted entities, financial holding companies, mixed financial holding companies, remuneration, supervisory measures and powers and capital conservation measures, OJ L 150/253, 7.6.2019.
• Directive 2013/36/EU of the European Parliament and of the Council of 26 June 2013 on access to the activity of credit institutions and the prudential supervision of credit institutions and investment firms, amending Directive 2002/87/EC and repealing Directives 2006/48/EC and 2006/49/EC, OJ L 176/338, 27.6.2013.
• Franke, G., Mosk, T. and Schnebel, E. (2016). Fair Retail Banking: How to Prevent Misselling by Banks? White Paper, 39 https://safe-frankfurt.de/fileadmin/user_upload/editor_common/Policy_Center/Franke-Mosk-Schnebel-Fair_Retail_Banking.pdf (dostęp 09.03.2021).
• Gallup Poll: Americans' Confidence in Banks Holds Steady, on 10.07.2019 https://bankingjournal.aba.com/2019/07/gallup-poll-americans-confidence-in-banks-holds-steady/

Identyfikatory

DOI

10.18778/2391-6478.3.31.09