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Customer Perception Regarding the Impact of Digitalization of Credit Institutions

Year: 2025
Type: article
Abstract: In an ever-expanding digital era, the digitalization of credit institutions plays a key role in shaping how they are perceived by consumers and how they adapt to market demands. Technological transformations in the banking sector have the potential to significantly influence public perception, ranging from operational efficiency and service personalization to the stimulation of financial inclusion. The paper analyzes the perception of the digitalization of credit institutions by the public, investigating both the benefits and challenges faced by banks in implementing innovative technologies. From artificial intelligence and cybersecurity to mobile and cloud banking services, digitalization is redefining not only how banks operate but also how they are viewed and understood by consumers. The paper aims to provide a perspective on these changes and their impact on people's perception. Digitalization of banks is an essential direction for the evolution of the banking sector with an impact on the way customers interact with banks. This process must be implemented carefully to meet the diversified needs of the population. Although youth is open to digitalization, there is a significant share of money, especially from rural areas or the elderly, who prefer traditional interaction with banks. A hybrid approach combines digital solutions with traditional ones, ensuring equitable access for all customers.
Language: English
Open Access status: green
OpenAlex ID: W7117204866
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