Generic selectors
Exact matches only
Search in title
Search in content
Presentation of the findings of the study: Confidence & perception of consumers in banks and in the Albanian banking sector

On December 21, 2022, the Albanian Association of Banks (AAB), organized the presentation of the findings of the study on the confidence of customers in banks and the banking sector. This is the second study, which is carried out by AAB now with a frequency of three years that evidences the perception of banking customers and their experience towards the service provided by banks, the degree of reliability compared to other institutions or sectors, the banking products & services used more, the use of digital channels, transparency, etc. Representatives of banks, the Bank of Albania, the AMF, non-bank financial institutions, non-profit organizations, associates of AAB, and the media attended. 

The findings of the study were introduced by Mr. Edmond Çera, Director of the Research Department, IDRA Research & Consulting. The study includes 1000 interviews with individuals aged 18 + , collected from all over Albania with a representative distribution.

During his speech, the AAB Chairman, Mr. Bledar Shella expressed satisfaction that the results of the study showed again that the banking sector is the industry trusted more by individuals compared to other industries, institutions, and sectors. Given the situations in recent years, such as the earthquake, pandemic, inflation, etc., banks have been close to their customers, helping and advising them to overcome the difficulties encountered, as easily as possible. And this is also reflected in the results of this study.

Mr. Shella also thanked the media for the transparency shown in the work done by the banks and expressed the commitment to joint efforts for greater improvements until the third study.

To read the full study you can click here.