Presentation of findings: the 2 nd part of the study “Customer confidence and perception in banks and the banking sector”


January 23, 2020 @ 10:30 am

January 23, 2020

The Albanian Association of Banks (AAB) presented the second part of the study on customer confidence and perception in banks and in the banking sector. Representatives of member banks, Bank of Albania, state institutions, non-bank
financial institutions, international financial institutions, AAB collaborators and media attended. On behalf of the AAB, the AAB Chairman, Mr. Silvio Pedrazzi welcomed the participants. Mr. Edmond Çera and Mr. Donald Vullnetari, representatives of IDRA Research & Consulting, introduced the main findings of the study. This study highlights consumers’ perception and experience regarding the service provided by commercial banks, the degree of reliability compared to other institutions or sectors, which are the most used banking products and services, etc. To achieve the result, 400 interviews were conducted: 313 from the online panel (IDRApoll) and 97 face-to-face, on-site interviews.

The study is published in full on AAB’s official website: