{"id":419,"date":"2026-07-03T13:22:27","date_gmt":"2026-07-03T13:22:27","guid":{"rendered":"https:\/\/www.journals.utgjiu.ro\/JES\/?post_type=articol&#038;p=419"},"modified":"2026-07-03T13:22:27","modified_gmt":"2026-07-03T13:22:27","slug":"algorithmic-trust-explainability-and-contestability-as-strategic-capabilities-in-banking-empirical-evidence-from-romania","status":"publish","type":"articol","link":"https:\/\/www.journals.utgjiu.ro\/JES\/articol\/algorithmic-trust-explainability-and-contestability-as-strategic-capabilities-in-banking-empirical-evidence-from-romania\/","title":{"rendered":"ALGORITHMIC TRUST, EXPLAINABILITY, AND CONTESTABILITY AS STRATEGIC CAPABILITIES IN BANKING: EMPIRICAL EVIDENCE FROM ROMANIA"},"content":{"rendered":"<p>This article presents the empirical findings of a primary survey conducted on a sample of 100 banking service<br \/>\nconsumers in Romania, analyzing three interconnected dimensions: comparative trust (human operator vs. AI system),<br \/>\nperceived explainability of AI-based banking decisions, and perceived algorithmic control (accountability). The study<br \/>\nconnects consumer behavior research with strategic management theory, positioning these three dimensions as<br \/>\nconstituent elements of an emerging strategic capability\u2014algorithmic governance\u2014that drives competitive advantage<br \/>\nin digitized banking markets. Building on the resource-based view, dynamic capabilities theory, and stakeholder<br \/>\ncapitalism frameworks, the article argues that banks&#8217; ability to build consumer trust through transparent and<br \/>\ncontestable AI systems constitutes a value-generating and hard-to-imitate organizational capability. Empirical results<br \/>\nreveal a strong preference for human operators (77%), moderate uncertainty regarding AI decision transparency<br \/>\n(mean Q1 = 3.94\/7, not significantly different from the scale midpoint), and a strongly positive perceived contestability<br \/>\n(mean Q2 = 5.59\/7, with 75% of respondents clustered in the upper three scale positions)\u2014indicating that Romanian<br \/>\nbanking consumers are broadly aware of their recourse rights, even as they remain skeptical of AI decision-making<br \/>\nauthority and uncertain about AI transparency. These findings carry direct implications for AI governance strategy,<br \/>\ncompetitive positioning, and ESG alignment in the Romanian banking sector.<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"class_list":["post-419","articol","type-articol","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.journals.utgjiu.ro\/JES\/wp-json\/wp\/v2\/articol\/419","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.journals.utgjiu.ro\/JES\/wp-json\/wp\/v2\/articol"}],"about":[{"href":"https:\/\/www.journals.utgjiu.ro\/JES\/wp-json\/wp\/v2\/types\/articol"}],"wp:attachment":[{"href":"https:\/\/www.journals.utgjiu.ro\/JES\/wp-json\/wp\/v2\/media?parent=419"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}