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Next generation finance: determinants of consumer finance engagement with generation z
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Orientador(es)
Resumo(s)
With the emergence of younger generations and changes in their characteristics and preferences,
traditional financial services providers face the imperative to adapt to remain competitive and
avoid being outcompeted by emerging disruptive players. This study explores the drivers of Gen
Z's engagement with financial institutions, assessing their significance and understanding the
interrelation of these factors, alongside Gen Z's characteristics and behaviors.
Results indicate that trust and transparency, competitive rates and rewards, customer support,
financial education, sustainable and ethical practices, and extended offerings and aggregations are
important determinants to Gen Zers when choosing their financial provider and highlight the
correlation between demographic factors and their preferences.
Descrição
Palavras-chave
Gen z Customer satisfaction Financial services Determinants of success CEMS MIM