The impact of COVID-19 on consumer behavior of financial-banking services

Abstract

The COVID-19 pandemic had a profound impact on the consumer of financial-banking services, changing not only his behavior but also the way they live. Banks are researching the evolution of customer requirements and needs to understand these behavioral changes and to discover how their offer will have to adapt and evolve to meet the future consumers needs in the "new normal". Many consumers have seen their personal finances negatively affected since the crisis hit. While lower disposable income and general economic uncertainty have led many to reduce their spending. The effects of the impact of the COVID-19 pandemic crisis were manifested by the decrease in GDP, the increase in the unemployment rate, the increase in the volume of deposits made in banks and the decrease in consumer spending. Because of the current environment, banks should better understand these new behaviors and meet the requirements of consumers with relevant products and convenient services. JEL: G21, G41, M31