Academic Journal
Factors influencing and moderating the satisfaction with banking services: A case study in Hungary
| العنوان: | Factors influencing and moderating the satisfaction with banking services: A case study in Hungary |
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| المؤلفون: | Vinkóczi, Tamás, Németh, Anikó, Dávid, Lóránt Dénes |
| المساهمون: | INVITED PIECE by Lóránt Dénes Dávid, Member of Editorial Board (Kautz Conference) |
| المصدر: | Journal of Infrastructure, Policy and Development; Vol 9, No 1 (2025); 8156 ; 2572-7931 ; 2572-7923 |
| بيانات النشر: | EnPress Publisher |
| سنة النشر: | 2025 |
| مصطلحات موضوعية: | Consumer Economics: Empirical Analysis, Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making in Financial Markets, Marketing and Advertising, attitudes, bank, consumer behavior, PLS-SEM, satisfaction |
| جغرافية الموضوع: | Hungary, October-November 2023, online questionnaire, 214 erspondents, purposive sample |
| Time: | October-November 2023 |
| الوصف: | The ongoing dissemination of globalization and digitalization may suggest that personal relationships are becoming less crucial in the context of retail banking and financial services. In Hungary, in addition to private banking, which is associated with high income levels, personal banking also plays an important role. The objective of this study is to develop a model that can identify the factors that determine customer satisfaction and their relative importance. Furthermore, the aim is to incorporate gender and age as moderator variables to identify demographic differences in satisfaction. The analysis was conducted via a questionnaire survey in October to November 2023 employing a purposive sampling approach in a university environment, as the respondents are likely to possess the highest level of existing financial knowledge within this population. The 214 valid responses were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, with the objective of contributing to the development of theory in this field of study. The results demonstrate that perception (β = 0.519) and reliability (β = 0.253) collectively explained 51.8% of the variance in satisfaction. Moreover, the results indicate that perception accounts for 49.2% of the variance in reliability, suggesting the existence of an indirect effect on satisfaction. Therefore, the findings suggest that, despite the advent of digital banking, face to face service remains a pertinent concern in Hungary, and financial institutions should prioritize the factors that shape customer satisfaction. The study contributes to the literature and to the development of customer loyalty strategies for banks based on these findings. |
| نوع الوثيقة: | article in journal/newspaper |
| وصف الملف: | application/pdf |
| اللغة: | English |
| Relation: | https://systems.enpress-publisher.com/index.php/jipd/article/view/8156/5197 |
| DOI: | 10.24294/jipd8156 |
| الاتاحة: | https://systems.enpress-publisher.com/index.php/jipd/article/view/8156 https://doi.org/10.24294/jipd8156 |
| Rights: | Copyright (c) 2025 Tamás Vinkóczi, Anikó Németh, Lóránt Dénes Dávid ; https://creativecommons.org/licenses/by/4.0/ |
| رقم الانضمام: | edsbas.40155229 |
| قاعدة البيانات: | BASE |
| DOI: | 10.24294/jipd8156 |
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