Since November 2015, ING Bank in Poland has been offering a new Internet banking system, which (according to customers) is simple, intuitive and mobile friendly, and which supports the management of their daily finances. The System, which has been giving Bank access to millions of transactions is now a basis to improve its big data management as well as to launch friendly, successful communication to its 4 million plus customers in channels and ways preferred by them. My ING is built on the basis of a detailed analysis of the needs of customers. Since the beginning of the project, the Bank has been testing, on an unprecedented (even in Poland) scale, the usability of the system. ING is eager to present some of the most interesting observations/conclusions from testing Moje ING.
Traditionally financial behaviours are explained using demographics (e.g. age, gender) and economic factors (e.g. income). However, psychological factors should also be taken into account in explaining financial behaviours. Our presentation reviews the results of several studies, which correspond to these psychological factors, and which show how important it is to take them into consideration while trying to explain or understand financial behaviours. In the first part we present results of studies showing the importance of psychological factors, which explain financial attitudes and behaviours. Later we present results of an international study conducted in 19 countries, showing cross?national differences in financial attitudes and in the third part we show psychological factors, which underlie attitudes and behaviour connected to smart shopping.
Traditionally financial behaviours are explained using demographics (e.g. age, gender) and economic factors (e.g. income). However, psychological factors should also be taken into account in explaining financial behaviours. Our presentation reviews the results of several studies, which correspond to these psychological factors, and which show how important it is to take them into consideration while trying to explain or understand financial behaviours. In the first part we present results of studies showing the importance of psychological factors, which explain financial attitudes and behaviours. Later we present results of an international study conducted in 19 countries, showing cross?national differences in financial attitudes and in the third part we show psychological factors, which underlie attitudes and behaviour connected to smart shopping.
The subject of this paper is to discuss methodological assumptions concerning customer satisfaction studies. The authors, practitioners in this field, present their conclusions regarding the efficiency of measurement methods, data analysis and interpretation of the results. Their methodological discussion is based on real-life examples of customer satisfaction projects conducted at ING Bank (leading example) and in other market sectors, including telecom, the auto industry, and TV/Sat providers.