Florin-Lucian Isac, Anca-Maria Milovan-Ciuta and Andrei Dobre
The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, research hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.
Adriana Dutescu, Adriana Florina Popa, Florin Dobre and Georgiana Oana Stanila
All types of companies providing financial professional services use, formally or informally, marketing principles and tools for the development of their business, in order to straighten their sustainability. By the end of 2009, in Romania, the financial professional services market has had a relatively constant and predictable development, the mandatory nature of these services being their most important promoter. This article presents the results of a survey aimed to highlight the impact of different marketing principles, techniques and tools on the sustainability of financial professional services in accounting and audit nowadays. The research is based on a questionnaire circulated to professionals with the relevant expertise in the financial-accounting domain. The number of responses obtained was considered meaningful, allowing the research results to be extrapolated to the entire studied population. The respondents, whose anonymity was respected, had multiple choice answers for most of the questions and also having the option of opened answers. The main findings of our research are a starting point in providing solutions to improve the sustainability of financial professional services through a coherent, innovative and effective marketing strategy.
The recent global financial crisis has raised a number of questions with regard to corporate governance of banking financial institutions. There was a series of “voices” that expressed their concern and even the lack of confidence in the role of corporate governance at the banking system level, and not only, in preventing the effects of this crisis. The main objective of this research is constituted by the study of the corporate governance influence at the banking system level in Romania on the risks management area and of banking financial performances. The used research methodology is predominantly quantitative. This methodology is based on a descriptive statistics, having as objective the analysis of corporate governance characteristics, the appreciation of the risks management level and the performances recorded at the level of the Romanian banking system. In the realisation of this study, the calculation of central tendency indicators, dispersion and form of distribution were used with the help of the SPSS software under Windows (Descriptive Statistics).