Drogowskazy bankowości

Overview & Synopsis

The bank is an entity whose task is to meet the needs of consumers, and therefore must act in such a way as to get to know them as well as possible, and on the other hand, to offer an optimal product. These conditions require continuous improvement of banks' operations, and currently the most popular directions of development include: improving the quality of digital customer service, increasing data analysis capabilities, reducing operating costs, increasing investment in innovation, meeting legal requirements and adapting to compliance regulations, updating or replacement of the basic operating system components, recruitment and retraining of employees, improvement of business processes, increased security and authentication of data, cooperation with entities belonging to the FinTech sector, development of mobile payments, implementation of the sustainable development policy. The typical problems related to the functioning of banks include the specific situation related to the emergence of an economic recession in the country and the prolonged period of at least partial shutdown of the economy as a result of the COVID-19 coronavirus pandemic. Hence, it is necessary to analyze each of the above-mentioned development paths from the point of view of new operating conditions. The main objective of the study was to identify potential directions of development of the banking sector from the point of view of consumers and banks, their confrontation and assessment of the extent to which the current conditions on the financial market may affect a specific choice. Identification of the directions of development of the banking sector was carried out on the basis of an analysis of the literature on the subject, while the consumer perspective was presented on the basis of the CAWI questionnaire survey.