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Customer satisfaction has been traditionally the main goal aimed at by managers. Focusing on the banking industry, the importance of this concept is even greater because of the increasing focus of banks on mobile services to reach out to a larger set of customers. To investigate user’s behavior in a Fintech context, this study aim to focus on two relevant issues: service quality and perceived risk. For the purpose, the authors integrated a technology quality-based model with a green image perspective to investigate the impact on customer satisfaction in Fintechs users.

The primary data is based on a survey directly taken from a questionnaire survey. The survey is collected by researchers. This research used probability sampling technique with convenience sampling. The data of this study data is derived from an online survey of Italian households performed between August 2020 and December 2020. In accordance to other studies, the questionnaires used Likert scale model that was conducted by measuring five categories of responses. For methodology, the authors analyzed data by structural model equations.

The authors find that some of quality services factors impact on user satisfaction as well as the trust in Fintech providers. Moreover, the empirical findings highlight that the importance of a green reputation in Fintech providers from the perspective of consumer as it enhances both the trust and the satisfaction in internet banking services offered. It is needed to highlight that the most important thing for a Fintech provider is to secure loyalty and to be sustainable from a green perspective. The authors found that trust and green image give great influence on use intention. Therefore, it is most important for financial providers to develop financial products with trust and e-loyalty in mind.

This study suggests that nowadays Fintech companies should invest more resources in the increasing of green image because it is positively associated with trust and customer’s satisfaction. The authors incentive the financial institutions to promote the sustainable development and green strategies in their planning as concern for the environment and sustainability affects consumers, who increasingly consider certain non-financial attributes in their investments, such as environmental, social and governance criteria. Future research that includes different cultural settings would enhance generalizability and external validity as the respondents all live in Italy.

For the purpose, the authors integrated a technology quality-based model with a green image perspective to investigate the impact on customer satisfaction in Fintechs users. This paper, to the best of the authors’ knowledge, is the first to study consumer satisfaction in Fintech context in this sense. Although existing research has investigated relevant aspects of customer trust, satisfaction, these issues have not been discussed from a green perspective. Apart from that, the main contribution of this paper is its exploration of the influence of green image on loyalty and satisfaction. To the best of the authors’ knowledge, however, no studies have been done on sustainable banking in Italian banking sector, focused on Fintech services. In this paper, the authors attempt to fill this research gap.

The study aims to assess the relative impact of intellectual capital (IC) as opposed to tangible assets on profitability and employee performance in hotels in Serbia before and during the coronavirus disease 2019 (COVID-19) pandemic.

The current study was undertaken in 2019, the year before COVID-19, and 2020, the year of COVID-19's major impact. This study utilizes the Value-Added Intellectual Coefficient (VAIC) as a measure of efficient use of IC. Financial data were collected from 163 hotels in Serbia. Structural equation modeling (SEM) was used to test the proposed hypotheses.

The results revealed that IC was a relevant factor for both profitability and employee performance before and during the COVID-19. However, the study reveals a negative moderating effect of tangible capital efficiency (TCE), meaning that with the increase of TCE, the relationship between IC and performance becomes weaker.

The main limitation of the study is rooted in VAIC's ability to fully incorporate all elements of IC, leaving the relational capital out.

To achieve better performance, hotel management should direct resources more towards IC and less toward tangible assets, which implies doing more with less.

The results indicate the importance of IC in a period of crisis for the industry and economy that are not recognized as knowledge intensive. To the best of the authors' knowledge, no other study has attempted to assess the relative contribution of tangible assets and IC before and during the COVID-19 pandemic.

This study aims to investigate the effects of board cultural diversity (BCD) and board gender diversity (BGD) of the board of directors on environmental, social and governance (ESG) performance in the European banking sector using resource-based view (RBV) theory. In addition, this study analyses the linkages between BCD and BGD and knowledge sharing on the board of directors to improve ESG performance.

This study selected a sample of European-listed banks covering the period 2021. ESG and diversity variables were collected from Refinitiv Eikon and analysed using the ordinary least squares model. This study was conducted in the European context regulated by Directive 95/2014/EU, which requires sustainability disclosure. The original population was represented by 250 banks; after missing data were excluded, the final sample comprised 96 European-listed banks.

The findings highlight the positive linkages between BGD, BCD and ESG scores in the European banking sector. In addition, the findings highlight that diversity contributes to knowledge sharing by improving ESG performance in a regulated sector. Nonetheless, the combined effect of BGD and BCD negatively impacts ESG performance.

To the best of the authors’ knowledge, this is the first study to measure and analyse a regulated sector, such as banking, and the relationship between cultural and gender diversity for sharing knowledge under the RBV theory lens in the ESG framework.