Satisfaction and Trust in Banks on the Housing Loan Market
Satisfaction and Trust in Banks on the Housing Loan Market

Summary/Abstract: The interest in consumer attitudes and role in economic and social life becomes increasingly evident among the representatives of economic sciences and has become a focal point in the financial industry. This issue is not only important for financial institutions in terms of building long-term relationships with customers, but also in terms of maintaining the stability of the financial system and the entire economy. The aim of the article is to assess the relationship between the satisfaction with the bank's products and the customer trust in the bank, considering sociodemographic characteristics and credit profile. Nonparametric tests such as Mann-Witney U test and Kruskal-Wallis H test, and the ordinal logistic regression model were used as research methods. The study was conducted based on information obtained from a survey questionnaire (CAWI method) provided to the respondents in June and July 2022. The research sample included borrowers living in Poland, aged 18 or older, with housing loans secured by a mortgage. The study found that there is a strong positive relationship between the satisfaction with bank's products and the customer's trust in the bank, meaning that satisfaction translates positively into the trust in the bank, which is important for earning and maintaining customer loyalty.

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