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.

中文翻译：

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银行服务发展的挑战——给予客户满意的应有之位

近来，全球银行服务业面临诸多挑战：数字化、竞争加剧、货币和外汇市场不稳定以及汇率波动。然而，目前银行面临的最大挑战就是以客户为中心，系统地跟踪客户满意度。本论文旨在使用 probit 和 logit 模型评估一系列决定因素和社会人口因素对罗马尼亚银行服务客户满意度的影响。该研究侧重于罗马尼亚银行市场，因为它在欧洲范围内具有独特性——过去五年的业绩指标高于欧洲平均水平，并且集中度水平显示出显着的增长潜力。