<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</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.

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

Department of Financial Management, Faculty of Economic Sciences and Management

Economics and Business Review

This work is licensed under the Creative Commons Attribution 4.0 International License.

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...

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

Published Online: May 09, 2022

Page range: 90 - 114

Received: Nov 04, 2021

Accepted: Mar 01, 2022

DOI: https://doi.org/10.18559/ebr.2022.1.6

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

© 2022 Dariusz Piotrowski, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

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

Published Online: May 09, 2022

Page range: 90 - 114

Received: Nov 04, 2021

Accepted: Mar 01, 2022

DOI: https://doi.org/10.18559/ebr.2022.1.6

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

© 2022 Dariusz Piotrowski, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

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