Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/146597
Authors: 
Lozano Gutiérrez, Carmen
Fuentes Martín, Federico
Year of Publication: 
2015
Citation: 
[Journal:] Atlantic Review of Economics [ISSN:] 2174-3835 [Volume:] 1 [Year:] 2015 [Pages:] 1-20
Abstract (Translated): 
Present article is contextualized in an evolved market as the banking where there is a high level of competition that leads in many cases to the marketing of wide range of financial products based on limited information or untransparent, presence of surprise or unfair terms or other type of proceedings qualified as bad banking or unethical practices. The response from the Bank of Spain (supervisor) in favor of the claimants and against the actions of the financial institution is not binding so that entities may choose not to rectify its performance. An application of the fuzzy incidence matrix is carried out in order to detect and analyse a possible indirect correlations between the rate of complaints in customer's behalf not rectified by the entity and the levels of mistrust and sense of impunity that the bank client perceives from the Bank of Spain and financial institutions.
Subjects: 
Bank
Ethic
Fuzzy Logic
Fuzzy Incidence Matrix
JEL: 
C63
G29
E58
Document Type: 
Article

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