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| rdf:type
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| rdfs:seeAlso
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| Description
| - The satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of comercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and Czech Republic. The aim of this article is to examine the development of an overall customers’ satisfaction in commercial banks in Slovakia during the financial crisis, individual reasons of customers’ dissatisfaction and satisfaction and development of important customers’ feelings in communication with commercial banks. Results from 2012 have been compared with the situation in the Czech Republic. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In 2012, same research has been conducted on the sample of 320 respondents. Results have been compared with the situation in the Czech Republic where same questionnaire has been conducted in 2012 on a sample of 323 respondents. Change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 have been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of banks’ customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks. It was examined that the overall levels of satisfaction in both countries are different.
- The satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of comercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and Czech Republic. The aim of this article is to examine the development of an overall customers’ satisfaction in commercial banks in Slovakia during the financial crisis, individual reasons of customers’ dissatisfaction and satisfaction and development of important customers’ feelings in communication with commercial banks. Results from 2012 have been compared with the situation in the Czech Republic. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In 2012, same research has been conducted on the sample of 320 respondents. Results have been compared with the situation in the Czech Republic where same questionnaire has been conducted in 2012 on a sample of 323 respondents. Change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 have been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of banks’ customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks. It was examined that the overall levels of satisfaction in both countries are different. (en)
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| Title
| - Customers´ satisfaction in the banking sector of Slovakia and the Czech Republic
- Customers´ satisfaction in the banking sector of Slovakia and the Czech Republic (en)
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| skos:prefLabel
| - Customers´ satisfaction in the banking sector of Slovakia and the Czech Republic
- Customers´ satisfaction in the banking sector of Slovakia and the Czech Republic (en)
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| skos:notation
| - RIV/70883521:28120/14:43872799!RIV15-MSM-28120___
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| http://linked.open...avai/riv/aktivita
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| http://linked.open...avai/riv/aktivity
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| http://linked.open...vai/riv/dodaniDat
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| http://linked.open...aciTvurceVysledku
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| http://linked.open.../riv/druhVysledku
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| http://linked.open...iv/duvernostUdaju
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| http://linked.open...titaPredkladatele
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| http://linked.open...dnocenehoVysledku
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| http://linked.open...ai/riv/idVysledku
| - RIV/70883521:28120/14:43872799
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| http://linked.open...riv/jazykVysledku
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| http://linked.open.../riv/klicovaSlova
| - commercial banks, customers’ satisfaction, attributes of customers’ satisfaction and dissatisfaction, development of customers’ satisfaction (en)
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| http://linked.open.../riv/klicoveSlovo
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| http://linked.open...ontrolniKodProRIV
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| http://linked.open...v/mistoKonaniAkce
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| http://linked.open...i/riv/mistoVydani
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| http://linked.open...i/riv/nazevZdroje
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| http://linked.open...in/vavai/riv/obor
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| http://linked.open...ichTvurcuVysledku
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| http://linked.open...cetTvurcuVysledku
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| http://linked.open...UplatneniVysledku
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| http://linked.open...iv/tvurceVysledku
| - Belás, Jaroslav
- Chochoľáková, Anna
- Demjan, Valér
- Holec, Marcel
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| http://linked.open...vavai/riv/typAkce
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| http://linked.open.../riv/zahajeniAkce
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| number of pages
| |
| http://purl.org/ne...btex#hasPublisher
| - Faculty of Economics, University of Banja Luka
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| https://schema.org/isbn
| |
| http://localhost/t...ganizacniJednotka
| |
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