Open AccessReasons for satisfaction and dissatisfaction of bank customers. Study from Slovakia and the Czech republic.
Author(s) -
Jaroslav Belás,
Lenka Gabčová
Publication year - 2014
Publication title -
international journal of entrepreneurial knowledge
Language(s) - English
Resource type - Journals
eISSN - 2336-2952
pISSN - 2336-2960
DOI - 10.37335/ijek.v2i1.11
Subject(s) - czech , slovak , customer satisfaction , business , electronic banking , marketing , accounting , philosophy , linguistics , the internet , world wide web , computer science
The satisfaction of bank customers presents an important area of building long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. This article presents the current situation in the banking sector in the Czech Republic and Slovakia. The aim of this article is to measure the customer satisfaction, its development in time, then to determine the main satisfaction and dissatisfaction attributes and finally to compare the situation in the Czech Republic and Slovakia. To measure all these elements, standard statistical methods have been used. The observed overall satisfaction rate of the Czech and Slovak clients is very similar. The main reason for the satisfaction of bank customers in both countries is ability to use electronic banking and most important reason for their dissatisfaction is long-term high prices of products and services.