The challenge of banking services development – giving its rightful place to customer satisfaction

Lately, the global banking services industry has faced numerous challenges: the digitalization, increased competition, the instability of monetary and foreign exchange markets, and the volatility of exchange rates. However, at present, banks are facing the greatest challenge of all that is, placing the customers at the centre of business and the systematic follow-up of customer satisfaction. The present paper aims at assessing the influence of a series of determinants and socio-demographic factors on customer satisfaction with banking services in Romania, using the probit and logit models. The research focused on the Romanian banking market due to its distinctiveness within the European context – performance indicators above the European average during the past five years and a concentration level that discloses a significant growth potential. The results of the two models employed revealed similar results, with the most influential variables on customer satisfaction being convenience, e-banking, quality, and revenues. First published online 14 March 202

Considerations regarding the risk of integrity – Romanian developments within the European framework

In the process of risk management process implementation and deployment within the organizations, both public and private, the applicable standards outline the role played the human resources, as the key issue in this respect. Following the standards and the practice in the field, the integrity risks are considered within the framework of a holistic approach. The paper tries to introduce and address the main features of the integrity risks, considering the European approach, based on the quantitative and qualitative measurement through some specific indicators. Besides, the joint-approaches of the developments in the legal framework, and the other international bodies involved in regulation of the field, namely the Organization for Economic Cooperation and Development and the United Nations Convention against Corruption are outlined. In addition, the public perception indicators regarding the integrity are presented through the comparative examination of the local findings amongst the other European countries and averages, pointing out the specific evolutions. The conclusions highlight the favourable changes and some of the actions required as prerequisites for necessary further improvements. Research background: Defined as the abuse of power oriented towards gain of private benefits, the corruption is a phenomenon that affects the economies and the fair distribution of welfare. Although there is a regulatory framework both at national and international levels, measuring of corruption remains a difficult task, as it often relies on public perception. Purpose of the article: The objectives consist in identification and assessment of integrity risks, besides the implementation of the adequate control tools, in order to ensure their proper monitoring. Methods: Employing the data from the international surveys and indexes used in measurement of the corruption perception, and considering the applicable legal framework, there are examined both the specific trends in Romania, compared to the general developments in the European Union . Findings Value added: Amid a general improvement trend, there are highlighted some slight backward steps and the necessary actions for future improvements. Considering the weak parts specific to the perception surveys, besides their further usage, results the necessity of fostering the using of special designed indexes, which rely, in addition, on aspects that mainly remain out of public perception