FINANCIAL COMPLIANCE AS A DRIVER OF CUSTOMER LOYALTY AND SUSTAINABLE DEVELOPMENT IN THE DIGITAL ECONOMY

Abstract

In the digital economy, financial compliance is transforming from a formal regulatory instrument into a strategic resource that fosters customer loyalty and sustainable development. The relevance of this study is driven by the strengthening of international standards (GDPR, AML, ESG), the growing role of FinTech and RegTech, and the increasing need for companies to enhance transparency and customer trust.
The purpose of the article is to analyze financial compliance as a driver of customer loyalty and sustainable development in the context of digitalization. The objectives include examining the role of RegTech solutions, the integration of ESG principles, and their impact on corporate reputation and competitiveness.
The research is based on the analysis of academic literature, empirical data, consulting reports (KPMG, The Business Research Company), and case studies of international and Ukrainian financial institutions (N26, PrivatBank, ING). A systemic approach is applied to assess the interrelation between compliance, technologies, and customer experience.
Financial compliance, supported by RegTech technologies (AI, blockchain), reduces data processing time by 40-50% and increases customer loyalty by 60% through the optimization of KYC/AML procedures. The integration of ESG principles contributes to a 20% reduction in customer complaints and growth in NPS (e.g., ING: +4-10 points). Practical cases confirm that compliance strengthens corporate reputation and competitiveness.
Financial compliance in the digital economy is not only a tool for regulatory conformity but also a strategic resource that builds trust, transparency, and business sustainability. It is recommended to integrate compliance into marketing strategies to strengthen competitive positioning. Future research prospects include the development of methodologies for assessing the impact of compliance on customer loyalty and the analysis of industry-specific differences in its implementation.