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Volume 8 (22) Number 1 pp. 90-114

Dariusz Piotrowski

Department of Financial Management, Faculty of Economic Sciences and Management, Nicolaus Copernicus University

Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland

Abstract:

Ethically conducted business has a positive impact on consumer trust, satisfaction
and loyalty. The aim of this paper is to identify the bank activities that customers
perceive as ethical and to what extent they affect consumer perceived ethicality.
The binomial logit model applied in this study demonstrates that the honesty of
financial advice, use of e-banking services and use of artificial intelligence technology
to improve the quality of banking services have a significantly positive impact on consumers’
perception of banks in Poland as ethical institutions. Significant variables that
negatively influence consumer perceived ethicality include gender, education, use of
financial advisory services, banks’ manipulation of information about financial products
and use of personal data against the will of customers.

Keywords: banking ethics, ethical judgement, digital technologies, electronic banking, financial advisory services, artificial intelligence

DOI: 10.18559/ebr.2022.1.6

For citation:

MLA Piotrowski, Dariusz. "Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland." Economics and Business Review EBR 22.1 (2022): 90-114. DOI: 10.18559/ebr.2022.1.6
APA Piotrowski, D. (2022). Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland. Economics and Business Review EBR 22(1), 90-114 DOI: 10.18559/ebr.2022.1.6
ISO 690 PIOTROWSKI, Dariusz. Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland. Economics and Business Review EBR, 2022, 22.1: 90-114. DOI: 10.18559/ebr.2022.1.6