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Customer Loyalty in E-Banking Across Generations

dc.contributor.authorJakóbik, Karolina
dc.contributor.authorWójtowicz, Tomasz
dc.contributor.authorSuder, Marcin
dc.date.accessioned2025-11-25T14:50:27Z
dc.date.available2025-11-25T14:50:27Z
dc.date.issued2025-11-25
dc.identifier.issn0208-6018
dc.identifier.urihttp://hdl.handle.net/11089/56781
dc.description.abstractThis article aims to identify the differences in customer loyalty among generational groups in the context of electronic banking. The study is based on a survey that was conducted among 321 Polish respondents. Using correspondence analysis and chi-square tests, we confirmed statistically significant generational differences in loyalty; Generation Z showed the lowest loyalty levels, while Baby Boomers displayed the highest.By applying correspondence analysis – a rarely used method in this context – we revealed distinct loyalty patterns that were linked to generational traits. The findings suggest that banks should adopt age-differentiated loyalty strategies. For younger customers (particularly Millennials and Generation Z), personalised digital experiences, alignments with brand values, and emotional engagement may be key to improving their loyalty. In contrast, emphasising service reliability, long-term trust, and security is likely to be more effective for older generations such as Generation X and Baby Boomers. This study enhances both a theoretical understanding and practical strategies for customer retention in e-banking.en
dc.description.abstractCelem artykułu jest zidentyfikowanie różnic w poziomie lojalności klientów pomiędzy grupami pokoleniowymi w kontekście bankowości elektronicznej. Badanie opiera się na ankiecie przeprowadzonej wśród 321 respondentów pochodzących z Polski. Z wykorzystaniem analizy korespondencji oraz testu chi-kwadrat potwierdzone zostały statystycznie istotne różnice w poziomie lojalności między pokoleniami. Pokolenie Z wykazało najniższy poziom lojalności, podczas gdy najwyższy odnotowano wśród Baby Boomers.Stosując analizę korespondencji – rzadko używaną metodę w tym kontekście – autorzy ukazują wyraźne wzorce lojalności powiązane z cechami pokoleniowymi. Wyniki sugerują, że banki powinny przyjąć zróżnicowane strategie, dostosowane do różnych grup wiekowych. Dla młodszych klientów, zwłaszcza milenialsów i pokolenia Z, spersonalizowane doświadczenia cyfrowe, identyfikacja z wartościami marki i zaangażowanie emocjonalne mogą być kluczem do zwiększenia poziomu ich lojalności. Natomiast dla starszych pokoleń, takich jak pokolenie X oraz Baby Boomers, nacisk na niezawodność usług, długoterminowe zaufanie i bezpieczeństwo prawdopodobnie będzie skuteczniejszy. Niniejsze badanie poszerza zarówno wiedzę teoretyczną, jak i praktyczne strategie utrzymania klientów w bankowości elektronicznej.pl
dc.language.isoen
dc.publisherWydawnictwo Uniwersytetu Łódzkiegopl
dc.relation.ispartofseriesActa Universitatis Lodziensis. Folia Oeconomica;372en
dc.rights.urihttps://creativecommons.org/licenses/by/4.0
dc.subjectelectronic bankingen
dc.subjectgenerationen
dc.subjectintergenerational differencesen
dc.subjectconsumer behaviouren
dc.subjectloyaltyen
dc.subjectchi-square testen
dc.subjectcorrespondence analysisen
dc.subjectbankowość elektronicznapl
dc.subjectpokoleniapl
dc.subjectróżnice międzypokoleniowepl
dc.subjectlojalnośćpl
dc.subjecttest chi-kwadratpl
dc.subjectanaliza korespondencjipl
dc.titleCustomer Loyalty in E-Banking Across Generationsen
dc.title.alternativeLojalność klientów bankowości elektronicznej w ujęciu pokoleniowympl
dc.typeArticle
dc.page.number20-44
dc.contributor.authorAffiliationJakóbik, Karolina - AGH University of Krakow, Faculty of Management, Polanden
dc.contributor.authorAffiliationWójtowicz, Tomasz - AGH University of Krakow, Faculty of Management, Polanden
dc.contributor.authorAffiliationSuder, Marcin - AGH University of Krakow, Faculty of Management, Polanden
dc.identifier.eissn2353-7663
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dc.contributor.authorEmailJakóbik, Karolina - karolina.jakobik1999@gmail.com
dc.contributor.authorEmailWójtowicz, Tomasz - twojtow@agh.edu.pl
dc.contributor.authorEmailSuder, Marcin - msuder@agh.edu.pl
dc.identifier.doi10.18778/0208-6018.372.02
dc.relation.volume3


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