A confiança dos clientes portugueses na evolução da banca

António Cabeças; António Duarte Santos

doi:10.37467/gka-revsocial.v8.2052

Authors

António Cabeças Universidade Autónoma de Lisboa
António Duarte Santos Universidade Autónoma de Lisboa

DOI:

https://doi.org/10.37467/gka-revsocial.v8.2052

Keywords:

Banking, Bank account, Customer satisfaction, Loyalty, Trust, Economic behaviour, Economic crisis

Abstract

The analysis of the behaviour of bank customers has been considered in recent years with great interest by the international banking sector and gained greater relevance during the economic and social crisis that began between 2007 and 2008. In this study, it is demonstrated that, currently, the element most relevant to customer satisfaction and loyalty in relation to its main bank in Portugal is trust. But there is a significant shift in banking activity, with a very different approach from what we have traditionally known, which could lead to a further decline in long-term customer trust.

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