The importance of trust and loyalty in financial institutions in financial decision-making process of households
The importance of trust and loyalty in financial institutions in financial decision-making process of households
Author(s): Marta Musiał, Monika Pettersen-SobczykSubject(s): Economy, Business Economy / Management, Business Ethics, Socio-Economic Research
Published by: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego
Keywords: trust; loyalty; consumer; financial decisions
Summary/Abstract: The purpose of this article is to show the importance of some behavioral factors, namely trust and loyalty in the process of financial decision-making of households. The article defines the important concepts, such as: financial decisions, loyalty, and trust. Furthermore, it describes the methodology and results of primary research conducted in Poland among 622 respondents for their loyalty to the financial institutions, and the impact of loyalty to the choice of the bank and its offer. In addition, the results of primary research are compared with secondary research conducted by Ernst & Young.
Journal: Marketing i Zarządzanie
- Issue Year: 46/2016
- Issue No: 5
- Page Range: 67-75
- Page Count: 9
- Language: English