Client Perceptions Research Articles

Perceptions of CSR initiatives as a strategic driver in strengthening relationships among banks and Italian consumers: an empirical approach in the Italian banking context

PurposeCorporate social responsibility (CSR) activities are increasingly prominent in the current agendas of firms, regulatory agencies and consumers worldwide. It is vital for banks to understand how consumers perceive CSR activities, as such activities strengthen their brand equity building. This study examines the relationship between financial consumers’ perceptions of banks’ CSR initiatives and brand equity, identifying a mediating influence of consumer trust and satisfaction.Design/methodology/approachThe survey was conducted by distributing questionnaires to Italian banking consumers (941 valid responses). The research hypotheses were tested using structural equation modeling and confirmatory factor analysis.FindingsOur analysis reveals that consumers’ perceptions of banks’ CSR initiatives directly affect brand equity. Moreover, trust and satisfaction positively mediate the relationship between consumers’ perceptions of CSR initiatives and brand equity in the Italian banking industry.Originality/valueThese findings advance understanding by making a novel contribution to the literature; they also have managerial implications. In terms of literature advancement, we provide new evidence related to a context with specific features, namely Italy. From a managerial perspective, this study highlights the importance of informing Italian customers about and promoting awareness of sustainable activities. In turn, client perceptions affect the banks’ value.

Convenience and price drive online pharmacy usage by veterinary clients.

To evaluate factors that influence client selection of a veterinary pharmacy and assess client perception of the impact of online pharmacies on veterinary clinics. Survey data and satisfaction metrics were compared between online pharmacies, a teaching hospital pharmacy (UW Veterinary Care), and primary care veterinary clinics between March and April 2023. Online pharmacy users were asked about perceived impact of online pharmacies on veterinary clinics. Personal values were correlated with the likelihood of using a pharmacy. 158 surveys were analyzed; 32.9% of respondents used an online pharmacy. Of those, 20% used a veterinary-affiliated online pharmacy. Convenience was the value most liked by online pharmacy and primary care clinic users. Online users reported liking price most, whereas veterinary clinic pharmacy users (UW Veterinary Care and primary care clinics) reported liking communication and trust. Online users ranked price as more important, whereas veterinary clinic users ranked personalized experience (caring, explanations, veterinary recommended) as more important. Regardless of pharmacy type, satisfaction scores were high. Most online users perceived a negative impact of online pharmacies on veterinary clinics; this did not change reported usage. Online and veterinary clinic users prioritized different values. Online users prioritized price and veterinary clinic users prioritized personalized experience. Online usage was not influenced by perceived impact. For veterinary clinics attempting to increase revenue, appealing to these 2 distinct driving values is essential. Offering practice-directed online pharmacies with competitive and transparent pricing could procure online consumers, while maintaining a personalized experience remains important for consumers purchasing prescriptions in-house.

Customer Satisfaction Towards Social Media with Special Reference to Uthangarai Taluk

Social media is an essential component of today's world. It allows people to stay connected and share their ideas, thoughts, and opinions with others in a safe and secure setting. It can also be used to promote companies, organizations, and causes, as well as to keep up with current events and trends. Social media can help us develop relationships with others by allowing us to communicate with people from all over the world and form meaningful connections. Finally, it can serve as a platform for self-expression, allowing us to be creative while also sharing our thoughts and experiences with others. The goal of this study is to assess customer satisfaction with social media usage in Uthangarai Taluk. It seeks to uncover critical elements influencing client perceptions and prospects while collaborating with local companies online. Method: This study used both primary and secondary data to assess customer satisfaction with social media in Uthangarai Taluk. A sample size of 100 respondents was chosen to capture information about their experiences and expectations, ensuring a thorough investigation of the local context. This combination strategy is intended to improve the reliability and depth of the findings. According to the study, the majority of customers in Uthangarai Taluk are active on social media, with a preference for platforms such as Facebook and WhatsApp. Prompt responses and appropriate local material are key drivers of happiness, yet delayed customer service can cause dissatisfaction as well. Overall, social media has a substantial influence on purchasing decisions and customer trust.

Peer-Driven Intervention for Care Coordination and Adherence Promotion for Obstructive Sleep Apnea: A Randomized, Parallel-Group Clinical Trial.

Obstructive sleep apnea (OSA) is a common condition that is usually treated by continuous positive airway pressure (CPAP) therapy, but poor adherence is common and is associated with worse patient outcomes and experiences. Patient satisfaction is increasingly adopted as a quality indicator by healthcare systems. We tested the hypothesis that peer-driven intervention effected through interactive voice-response(PDI-IVR) system leads to better patient satisfaction (primary outcome), care-coordination, and CPAP adherence when compared to active-control. We performed a 6-month randomized, parallel-group, controlled trial with CPAP naïve patients recruited from four centers and CPAP-adherent patients who were trained to be mentors delivering support through an IVR system. In 263 patients, intention-to-treat analysis global satisfaction for sleep-specific services was better in the intervention group (4.57+0.71 Likert scale score) than in the active-control group (4.10+1.13; P<0.001). CPAP adherence was greater in intervention group (4.5+0.2 hours/night; 62.0+3.0% of nights >4 hours usage) versus active-control group (3.7+0.2 hours/night; 51.4+3.0% of nights >4 hours usage; P=0.014 and P=0.023). When compared to active-control group, Patient Assessment of Chronic Illness Care ratings was moderately increased by an adjusted difference of 0.33+0.12 (P=0.009); Consumer Assessment of Healthcare Provider and Systems ratings was not different (adjusted difference of 0.46+0.26; P=0.076); and Client Perception of Coordination Questionnaire was mildly better in the intervention group (adjusted difference 0.15+0.07; P=0.035). Patient satisfaction with care delivery, CPAP adherence, and care-coordination was improved by peer-driven intervention through an IVR system. New payor policies compensating peer-support may enable implementation of this approach. Clinical trial registration available at www. gov, ID: NCT02056002.

Social workers’ support of the status quo: Results from a national survey

Summary Social work has an intimate and complex relationship with the systems that shape the social, political, economic, and environmental fabric of the United States. System justification theory helps explain why people are motivated to accept the status quo of systems and unequal social arrangements. This study examined the system-justifying beliefs of a national sample ( N = 516) of master’s-level social workers to better understand how beliefs about the status quo may shape job outcomes (e.g., burnout and satisfaction) and practice outcomes (e.g., goals, motivations, perceptions of clients, and endorsement of practice behaviors). Findings Ordinary least squares regression analyses adjusting for demographic characteristics indicated significant relationships with both practice outcomes and job outcomes. Higher system-justifying beliefs were associated with less social justice motivation, more practical motivation, less transformative practice goals, and less understanding of clients’ needs as symptoms of structural failures. However, higher system-justifying beliefs were also associated with more compassion satisfaction, less secondary trauma, and less emotional exhaustion. Applications Key interventions into the structural conditions of social work practice so that social workers rely less on system-justifying beliefs to cope with burnout and increase satisfaction are discussed. Examples include investments in support resources, workplace empowerment, increased discretion, and workload reduction. Cognitive and psychological interventions, specifically the development of critical consciousness and critical thinking, are also suggested.

Identification of cultural conversations in therapy using natural language processing models.

Researchers have historically focused on understanding therapist multicultural competency and orientation through client self-report measures and behavioral coding. While client perceptions of therapist cultural competency and multicultural orientation and behavioral coding are important, reliance on these methods limits therapists receiving systematic, scalable feedback on cultural opportunities within sessions. Prior research demonstrating the feasibility of automatically identifying topics of conversation in psychotherapy suggests that natural language processing (NLP) models could be trained to automatically identify when clients and therapists are talking about cultural concerns and could inform training and provision of rapid feedback to therapists. Utilizing 103,170 labeled talk turns from 188 psychotherapy sessions, we developed NLP models that recognized the discussion of cultural topics in psychotherapy (F-1 = 70.0; Spearman's ρ = 0.78, p < .001). We discuss implications for research and practice and applications for future NLP-based feedback tools. (PsycInfo Database Record (c) 2024 APA, all rights reserved).

Day Centre Functional Physiotherapy Classes for Older People; Client Survey

Abstract Background Our Long-Term Residential Care facility provides physiotherapy services for approximately 117 Day Care clients. As part of our local Quality Improvement Programme, we wished to assess client perception of Day Centre Functional physiotherapy classes to help ascertain their perception regarding exercise intensity of classes, ability to follow guidance in class and ask questions. Emphasis of the class is to promote a learning environment, improve health literacy and functional independence of clients. As Falls Prevention is key re National Programme for older people (NCOP) and National Frailty Education, questions related to falls frequency and fear of falls prevalence. Methods This was a survey distributed to our Day Centre clients who attend physiotherapy. All Older adults (&amp;gt; 65 years), This was a qualitative survey distributed to our Day Centre clients who attend physiotherapy. All Older adults (&amp;gt; 65 years) Results 70% response rate. 100% reported feeling comfortable asking Physio instructor questions &amp; that exercise guidance was clear and understandable. 96% reported being physically able to keep up with class intensity. 80% reported class intensity as moderate, 20% as high, 0% reported class intensity as easy. 84% reported a fear of falling. 17% reported no fall in the previous year. 68% reported 1-3 falls, 15% reported &amp;gt; 3 falls in last year. Class attendances reported: 4% 0-5 classes, 18% 5-10 classes, 78% more than 10 classes. Conclusion Results obtained from the survey have provided worthwhile feedback and supports that Falls prevention measures should address fear of falls. Significant findings on client satisfaction/perception of exercise intensity noted. Next steps will include tailoring physiotherapy classes for this demographic to include fear of falling, optimising exercise intensity, promoting health literacy and best practice for exercise prescription. Also, consideration of further objective testing of balance post physio class programme period to ascertain success of exercise classes.

The Sustainability of the Therapeutic Cannabis Sector in Colombia

The medical cannabis industry in Colombia is recognized as an emerging industry, and the development of the regulatory framework stimulated the interest of entrepreneurs in creating companies for medicinal purposes. The objective of the work was to examine the key components of the sustainability of the therapeutic cannabis sector in Colombia. In this sense, the study with a mixed approach and analytical scope included a review of the theoretical aspects and regulatory framework. A statistical analysis was carried out to determine the perception of potential clients of the medicinal cannabis industry. A downward projection was found in the number of licenses granted. In conclusion, the therapeutic cannabis sector in Colombia shows promising potential, and its long-term sustainability requires addressing the gaps identified in the implementation of policies, improving social inclusion, promoting innovation for the development of high value-added products, and ensuring environmentally sustainable practices. From a social perspective, the industry promises to generate employment and boost rural development. Environmentally, the industry could contribute to reducing deforestation associated with illicit crops. The sustainability of the sector is an achievable goal, but it will require coordinated efforts in the regulatory, economic, social and environmental spheres to materialize its potential.

Going Underground: Demographics, Services, and Best Practices Endorsed by Practitioners Providing Support for Naturalistic Psychedelic Use

ABSTRACT Psychedelic-assisted therapy (PAT) has shown preliminary efficacy for psychiatric and physical health conditions. Although some people report naturalistic psychedelic use with so-called “underground” practitioners, little is known about PAT that occurs outside of controlled clinical settings or perspectives of these practitioners. We conducted an anonymous online survey of individuals who reported providing psychedelic support services (e.g. trip sitting and/or preparatory/follow-up psychotherapy) in naturalistic settings. We investigated demographics, including education and licensing, details about services provided, and reported client outcomes. Among 107 participants, 40.2% held a full or in-progress license and 44.9% had not obtained a relevant graduate degree. Almost all participants reported pre-screening clients before treatment, offering preparation, integration, and trip-sitting services, and most employed a range of therapeutic modalities, centering primarily on non-directive approaches. Participants reported that clients most commonly consumed psilocybin, and treated numerous conditions, primarily aligning with indications targeted in psychedelic clinical research. Perceptions of clients’ symptom changes were largely positive, although a small proportion reported worsened personality disorder symptoms. Further research delineating client and practitioner perspectives of naturalistic PAT services is warranted, and such work may shed light on the benefits and risks specific to naturalistic PAT as well as inform best practices for practitioners.

Toward a semiotics of midwifery: Multimodal communication's effects on accessibility, equity, and power dynamics.

According to semiotics, we live in a world of signs, where almost anything can act as a signifier and convey meaning. But what of the semiotic landscape of midwifery? What signs are present within a client's multi-sensory experience of their midwifery care? How are these signs functioning to increase equity and accessibility? Or worse, how might certain aspects of the client's experience communicate unjust power dynamics? Semiotics allows us to examine a wide communicative and educational environment. By paying particular attention to the multivalent meanings of different signs-be they written, visual, oral, or even physical-we can start to see how multimodal communication plays a vital role in a client's perception of equity and power. One way to improve client experience is by approaching education and semiotic experience from the same place as trauma-informed care. A more health-literate sensitive approach viewed through the lens of semiotics assumes all clients have little previous knowledge or comfort within a care setting. This hyperawareness and criticality of the semiotic environment would allow midwives to acknowledge various sensory and communicative biases and intentionally redesign the entire client experience. The semiotic landscape is then curated to meet the needs of the most important audience-those marginalized and discriminated against whether that is because of education, finances, race, gender, or any other intersectional identity. We must acknowledge the fact that all sign systems can either reinforce abusive power relations or work to improve them. For what is at stake here is not just a client's overall comfort, but their full understanding of the care they are receiving, the options they have, and their autonomy within their entire perinatal experience.

Opinions regarding equine veterinarian attire and attributes: results of a horse owner survey.

To investigate potential equine clients' perceptions of equine veterinarians based on attire. 763 horse owners/lessees. Participants were invited to complete a survey shared mainly via equestrian social media pages between August and October 2022.1-3 Survey participants were shown pictures of a male veterinarian and a female veterinarian in 7 outfits ranging from casual to business attire and were asked to score the veterinarian on 7 traits: easygoing attitude, friendliness, compassion, trustworthiness, professionalism, competence, and cost of services. The survey asked which of the traits were most valued in an equine veterinarian, as well as whether various aspects of appearance including tattoos, piercings, and hair dyed a nonorganic color were acceptable for equine veterinarians. Of the 2,655 individuals who opened the survey, 763 responses were included. Respondents were predominantly female (743/763 [97.4%]) from rural areas (493/763 [64.6%]). Only 37.1% (283/763) of respondents agreed that what a veterinarian wears influences their confidence in them. The highest-ranked traits in an equine veterinarian were knowledge/competency (mean ± SD, 1.46 ± 0.98), followed by trustworthiness (2.34 ± 1.08) and compassion (3.50 ± 1.20), with coveralls and scrubs being the preferred attire clients associated with these attributes (with the exception of compassion, for which polo shirt/jeans was the preferred attire). T-shirt/jeans was consistently ranked lowest by respondents in association with these attributes, except in the area of compassion, where polo shirt/black pants was ranked lowest. Our findings suggested the attire and appearance of equine veterinarians can impact client perceptions, with veterinarians wearing scrubs and coveralls associated with higher competency and trustworthiness.

Client Perceptions of the Individual Packer Managing Fatigue Program: A Mixed-Method Evaluation.

Fatigue is common, but under-recognized in Parkinson's disease (PD), with limited treatment options. The aim of this study is to explore the experience of people with PD (PwPD) regarding content and delivery of the individual Packer Managing Fatigue program. This mixed-method study (n = 12) was conducted concurrently with a pilot randomized controlled trial. Data were collected using questionnaires, interviews, and focus groups. Five themes emerged: the program is helpful; the program has strengths; areas for improvement; individual online delivery is feasible; and more support from occupational therapist would be helpful. Quantitative findings confirmed feasibility with high ratings on questionnaires and confidence to use learned strategies. The findings inform future implementation of the Packer Managing Fatigue program and contribute to understanding the needs of PwPD. Future studies might explore program's effectiveness as stand-alone treatment or in combination with other approaches. Tailoring fatigue programs to PwPD's unique needs and characteristics of PD fatigue is suggested.

Perceptions of young adult clients treated with time-limited art therapy

ABSTRACT Background This study examined the perceptions of young adult clients undergoing Time-Limited Art Therapy (TLAT) inspired by the Time-Limited Psychotherapy model (Mann, 1973). Twenty-one clients aged 23-35 dealing with typical young adulthood challenges participated in the TLAT intervention. Aims Examine clients' perceptions of the TLAT, how art helped focus on their central issue in therapy, the function of art in therapy, therapy outcomes, and changes in self-image a topic that has yet to be explored in the art therapy literature. Methods Therapy consisted of 26 sessions at a dedicated research clinic, with the termination date announced during the first session. The TLAT consisted of four intake sessions integrating structured art-based interventions, after which the central issue for therapy was formulated. This was followed by 22 sessions during which artmaking arose spontaneously. Semi structured interviews were conducted with all clients at the start and end of therapy. The data analysis adhered to Consensual Qualitative Research (CQR) principles. Results The CQR analysis revealed seven domains: clients' expectations when coming to TLAT, clients' perceptions of the time dimension in therapy, the therapeutic relationship, the significance of the central issue in therapy, the role of art in processing contents in therapy, the termination phase of therapy and the significance of therapy. Conclusions Artmaking in TLAT helps draw attention to the central issue, foster the therapeutic relationship, and facilitate self-exploration. These results indicate the value of short-term individual models in art therapy and the advantages of incorporating art into brief psychotherapy, especially in cases with time constraints.

Client experiences and perceptions of naturopathic treatment in New Zealand: A qualitative study

IntroductionNaturopathy is a well-known and utilised form of traditional, complementary, and integrative medicine (TCIM). Limited New Zealand research exists that has examined the utilisation of naturopathy from the perspective of users. The present study was designed to identify and explore individual's experiences and perceptions of naturopathic care. MethodsTwenty clients (18 female and two male) who attended a student naturopathy and herbal medicine teaching clinic in Auckland, New Zealand were individually interviewed via Zoom video conferencing using open-ended questions. Interview transcripts were anlysed using an inductive thematic approach, focusing on similarities in participants' experiences and perceptions of their naturopathic treatment. ResultsSix main themes were identified regarding individual's experiences and perceptions of naturopathic care (1) feeling heard, (2) perceived attributes of the student practitioner and feeling looked after, (3) perceived knowledge of student practitioners, (4) high degree of client education, (5) partnership, empowerment and ownership, and (6) recommending naturopathy based on own experiences. ConclusionsParticipants reported positive experiences and perceptions of their naturopathic treatment. Participants felt heard and looked after and indicated that their student naturopaths were caring, supportive and knowledgeable. Client education enhanced health literacy and participants felt empowered and in control of their health and healing. Client education was perceived to be important for individuals with chronic health conditions, as the information imparted was not always covered by their other healthcare practitioners.

HIV and intersectional stigma among people living with HIV and healthcare workers and antiretroviral therapy adherence in the Dominican Republic.

HIV-related stigma, discrimination, and social marginalization undermines optimal HIV care outcomes. More research examining the impact of HIV-related stigma, discrimination, other interlocking forms of oppression, and antiretroviral therapy (ART) adherence is needed to optimize HIV treatment programming. This study uses data from two clinics in the Dominican Republic to examine client and healthcare worker (HCW) perceptions of HIV and intersectional stigmas among people living with HIV. Surveys exploring demographics, HIV-related stigma, various dimensions of discrimination (race/ethnicity, HIV status, sexual orientation), healthcare engagement, and medication adherence were collected from 148 clients and 131 HCWs. Analysis of variance was conducted to examine differences in stigma by clinic and logistic regressions were used to determine predictors of optimal client medication adherence. Perceived discrimination in healthcare facilities due to clients' sexual orientation retained significance in crude and multivariable logistic regression models and was negatively associated with ART adherence (aOR:0.79; 95% CI:0.66, 0.95). Findings highlight the importance of implementing strategies to address stigma, discrimination, and social marginalization, particularly within healthcare facilities.

Life with pets study: lower income veterinary clients' perception of pets' quality of life.

Perception of quality of life for cats and dogs of low-income Spanish and English-speaking veterinary clients attending problem focused or routine veterinary visits is an important area of focus for community based veterinary service providers. Using a qualitative approach, 50 New York City based American Society for the Prevention of Cruelty to Animals (ASPCA) veterinary clients completed semi-structured interviews as well as a survey about their perception of life with their pets. Veterinary clients shared both human-animal bond (HAB) related and quality of life (QoL) related factors in their daily experience of life with their pets. Results indicated that this demographic perceives QoL similarly to previous QoL research that either does not report sample demographics or reports sample demographics with more affluence. Moreover, 60% of qualitative excerpts included both HAB and QoL themes and 40% were discretely HAB or QoL. An analog single item 10-point scale measuring veterinary client perception of their pets QoL did not differentiate between sample demographics at a statistically significant level. Finally, pet QoL literature has not traditionally reflected diverse demographic identities of veterinary clients or widely included reliable and valid measures of the human-animal bond (HAB). These results support the importance of measuring the HAB when researching pet QoL and provide evidence that lower-income Spanish and English-speaking veterinary clients are similarly bonded and attentive to their pets as other demographics.

Evaluation of additional resources used in therapist-assisted transdiagnostic internet-delivered cognitive behaviour therapy

BackgroundIn internet-delivered cognitive behavioural therapy (ICBT) programs, beyond standardized core ICBT lessons, brief additional resources are sometimes available to clients to address comorbid concerns or offer additional information/strategies. These resources remain understudied in terms of how they are selected and perceived by clients, as well as their relationship to satisfaction and outcomes. MethodsAmong clients (N = 793) enrolled in a 5-lesson transdiagnostic ICBT course, we examined client use and perceptions of 18 additional resources at 8 weeks in terms of whether clients found resources informative (yes/no) and or helpful (yes/no). Resources elaborated on cognitive strategies (managing beliefs, risk calculation) or on managing specific problems (agricultural stress, alcohol misuse, anger, assertiveness, chronic conditions, communication, grief, health anxiety, motivation, pain, panic, postpartum depression/anxiety, PTSD, sleep, workplace accomodations, worry). Clients also completed symptom measures and ICBT satisfaction questions at 8 weeks. ResultsApproximately 50 % (n = 398) of clients rated the resources and, on average, clients reported that 3.35 (SD = 3.34) resources were informative and 2.35 (SD = 2.52) resources were helpful as measured by direct questions developed for this study. Higher pre-treatment PTSD and GAD scores were related to a greater number of resources perceived as informative and or helpful. Rating more resources as informative and or helpful had a weak but positive association with ICBT satisfaction and depression, anxiety, PTSD and insomnia change scores. Limitations of the study include that 31 % (n = 245) did not respond to questions about use of resources and 18.9 % (n = 150) said they did not review resources. ConclusionsThere is considerable use of diverse additional resources in ICBT in routine care. Associations suggest that clients are using resources to personalize treatment to their needs and these resources are associated with treatment satisfaction and outcomes. The correlational associations between symptoms and perceived helpfulness of resources can help inform personalization algorithms to optimize ICBT delivery for clients. Further research on how to match clients with, encourage use of, and maximize benefits of resources would be beneficial.

Types of Client Perceptions Regarding Counselling Experiences at Psychological Counselling Centres: Utilising Q Methodology.

This study used Q methodology to explore the various types and characteristics of clients' subjective perceptions concerning their experiences at psychological counselling centres. We selected 33 Q samples from a Q population of 135; of the Q sample, 31 P samples underwent Q sorting. Subsequently, we analysed the data using the Quanl Program. The study categorised perception into four distinct types. Type 1 values therapeutic counselling relationships, Type 2 prioritises counselling services, Type 3 values counsellor assignment, and Type 4 prioritises the counselling structure. This study provides valuable basic data to clients, counsellors, and counselling institutions.

The influence of an artificial intelligence chatbot coach assistant on the human coach-client working alliance

ABSTRACT Using stand-alone AI chatbot coaches in organisational coaching is becoming a reality promising to democratise, scale and enhance human coaching. However there is limited research on the hybrid use of human and AI coaching. Using the working alliance theory this paper reports on the perceptions of coaches and clients on the use of chatbot-assisted human coaching. In two qualitative studies coaches (study 1) and clients (study 2) were exposed to an AI chatbot coach assistant after which interviews were conducted and data analysed using thematic analysis. Themes were classified using working alliance theory. Coaches were concerned about the chatbot’s potential negative interference in the coach-client relationship. Clients on the other hand described a more synergetic, psychologically safe experience provided the chatbot is endorsed by the human coach. Coaches and clients thought the chatbot was useful for goal tracking, accountability and convenience and stressed as a prerequisite the importance of the chatbot being flexible, reliable and humane. This study provides important initial insights into the under-researched, new frontier of human-AI collaboration in organisational coaching, highlighting the pivotal role of the coach’s attitude towards this technology. This knowledge can help to operationalise the immense potential benefits of AI into organisational coaching practice.

Bank Reputation and Trust: Impact on Client Satisfaction and Loyalty for Portuguese Clients

The aim of this article is to assess the most relevant factors influencing customer trust in the Portuguese banking sector following the Global Financial Crisis. It also aims to evaluate the impact of trust on satisfaction and satisfaction on loyalty. To address the research objectives and the hypotheses posed, a quantitative study with a descriptive design was conducted. Data was collected through an online survey administered to a sample of bank clients residing in Portugal. The findings indicate that respondents generally trust Portuguese banking institutions, although this trust has been affected by the Global Financial Crisis. The bank’s reputation and financial performance were identified as critical factors in the respondents’ choice of bank. Additionally, the results suggest that both global and domestic financial conditions, bank reputation, client satisfaction, and overall trust significantly influence client loyalty to the bank. This study provides valuable insights into client behavior and perceptions of banks, emphasizing the importance of factors such as trust, client satisfaction, and bank reputation in shaping client loyalty.