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Statements

Subject Item
n2:RIV%2F70883521%3A28120%2F14%3A43871278%21RIV15-MSM-28120___
rdf:type
skos:Concept n20:Vysledek
dcterms:description
The aim of the article was to quantify and compare important attributes of satisfaction of banking clients in the Czech Republic. In this context, the overall level of the satisfaction of Czech banking client, the most significant factors of the satisfaction and dissatisfaction of these clients and the usage of number of banks´ products and banks in 2014 has been analyzed and compared with 2012. In the same time, it has been examined if there are the significant differences in attitudes of satisfied and dissatisfied customers. The research on the satisfaction of retail client in the Czech Republic through the questionnaire survey in 2012 and 2014 has been realized. According to our findings, the overall level of the satisfaction of Czech banking clients has not been changed. The most significant factors of the dissatisfaction of Czech clients are still high prices of banks´ products and services. The surprising finding was the fact that the average value of Cross selling index (CSI) has been decreased and the average value of CSI of satisfied clients is lower than dissatisfied clients. The average number of banks been used by customers has been slightly reduced. The number of banks index (NBI) of dissatisfied clients was slightly higher than the value of this parameter of satisfied banking clients. The aim of the article was to quantify and compare important attributes of satisfaction of banking clients in the Czech Republic. In this context, the overall level of the satisfaction of Czech banking client, the most significant factors of the satisfaction and dissatisfaction of these clients and the usage of number of banks´ products and banks in 2014 has been analyzed and compared with 2012. In the same time, it has been examined if there are the significant differences in attitudes of satisfied and dissatisfied customers. The research on the satisfaction of retail client in the Czech Republic through the questionnaire survey in 2012 and 2014 has been realized. According to our findings, the overall level of the satisfaction of Czech banking clients has not been changed. The most significant factors of the dissatisfaction of Czech clients are still high prices of banks´ products and services. The surprising finding was the fact that the average value of Cross selling index (CSI) has been decreased and the average value of CSI of satisfied clients is lower than dissatisfied clients. The average number of banks been used by customers has been slightly reduced. The number of banks index (NBI) of dissatisfied clients was slightly higher than the value of this parameter of satisfied banking clients.
dcterms:title
Satisfaction of Banking Clients in the Czech republic Satisfaction of Banking Clients in the Czech republic
skos:prefLabel
Satisfaction of Banking Clients in the Czech republic Satisfaction of Banking Clients in the Czech republic
skos:notation
RIV/70883521:28120/14:43871278!RIV15-MSM-28120___
n3:aktivita
n10:S
n3:aktivity
S
n3:dodaniDat
n4:2015
n3:domaciTvurceVysledku
n7:3623165 n7:3108392 n7:7419562
n3:druhVysledku
n17:D
n3:duvernostUdaju
n19:S
n3:entitaPredkladatele
n6:predkladatel
n3:idSjednocenehoVysledku
43801
n3:idVysledku
RIV/70883521:28120/14:43871278
n3:jazykVysledku
n12:eng
n3:klicovaSlova
Cross-selling index; prices of banks’ products; electronic banking; the satisfaction of banking clients; commercial bank
n3:klicoveSlovo
n8:electronic%20banking n8:commercial%20bank n8:the%20satisfaction%20of%20banking%20clients n8:prices%20of%20banks%E2%80%99%20products n8:Cross-selling%20index
n3:kontrolniKodProRIV
[AFEB114C8317]
n3:mistoKonaniAkce
Ho Chi Minh City
n3:mistoVydani
Zlín
n3:nazevZdroje
Proceedings of the 1st International Conference on Finance and Economics 2014
n3:obor
n5:AE
n3:pocetDomacichTvurcuVysledku
3
n3:pocetTvurcuVysledku
3
n3:rokUplatneniVysledku
n4:2014
n3:tvurceVysledku
Chochoľáková, Anna Belás, Jaroslav Gabčová, Lenka
n3:typAkce
n14:WRD
n3:zahajeniAkce
2014-06-02+02:00
s:numberOfPages
12
n16:hasPublisher
Univerzita Tomáše Bati ve Zlíně. Fakulta managementu a ekonomiky
n11:isbn
978-80-7454-405-7
n15:organizacniJednotka
28120