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Statements

Subject Item
n2:RIV%2F70883521%3A28120%2F13%3A43869399%21RIV14-MSM-28120___
rdf:type
n11:Vysledek skos:Concept
dcterms:description
Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial 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 quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. 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 that time, the greatest satisfaction has been assigned to the availability of bank’s products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks. Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial 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 quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. 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 that time, the greatest satisfaction has been assigned to the availability of bank’s products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks.
dcterms:title
The development of customers’ satisfaction in Slovak banking sector during the crisis The development of customers’ satisfaction in Slovak banking sector during the crisis
skos:prefLabel
The development of customers’ satisfaction in Slovak banking sector during the crisis The development of customers’ satisfaction in Slovak banking sector during the crisis
skos:notation
RIV/70883521:28120/13:43869399!RIV14-MSM-28120___
n11:predkladatel
n18:orjk%3A28120
n4:aktivita
n5:S
n4:aktivity
S
n4:dodaniDat
n13:2014
n4:domaciTvurceVysledku
n17:8990107 n17:3108392
n4:druhVysledku
n19:D
n4:duvernostUdaju
n9:S
n4:entitaPredkladatele
n12:predkladatel
n4:idSjednocenehoVysledku
69112
n4:idVysledku
RIV/70883521:28120/13:43869399
n4:jazykVysledku
n14:eng
n4:klicovaSlova
banks, customers’ satisfaction, attributes of customers’ satisfaction and dissatisfaction, development of customers’ satisfaction
n4:klicoveSlovo
n8:customers%E2%80%99%20satisfaction n8:attributes%20of%20customers%E2%80%99%20satisfaction%20and%20dissatisfaction n8:banks n8:development%20of%20customers%E2%80%99%20satisfaction
n4:kontrolniKodProRIV
[C385D203DE13]
n4:mistoKonaniAkce
Brno
n4:mistoVydani
Bučovice
n4:nazevZdroje
Conference Proceedings Enterprise and the Competitive Environment
n4:obor
n20:AE
n4:pocetDomacichTvurcuVysledku
2
n4:pocetTvurcuVysledku
2
n4:rokUplatneniVysledku
n13:2013
n4:tvurceVysledku
Homolka, Lubor Belás, Jaroslav
n4:typAkce
n15:EUR
n4:zahajeniAkce
2013-03-07+01:00
s:numberOfPages
22
n21:hasPublisher
Martin Stříž Publishing
n16:isbn
978-80-87106-64-8
n10:organizacniJednotka
28120