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Reasons for satisfaction and dissatisfaction of bank customers. Study from Slovakia and the Czech republic

Jaroslav Belas () and Lenka Gabcova ()
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Jaroslav Belas: Department of Enterprise Economics, Faculty of Management and Economics, Tomas Bata University in Zlin, Mostní 5139, 760 01 Zlin, Czech Republic
Lenka Gabcova: Department of Enterprise Economics, Faculty of Management and Economics, Tomas Bata University in Zlin, Mostní 5139, 760 01 Zlin, Czech Republic

International Journal of Entrepreneurial Knowledge, 2014, vol. 2, issue 1, 4-13

Abstract: 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.

Keywords: commercial banks; customers’ satisfaction; attributes of customers’ satisfaction and dissatisfaction (search for similar items in EconPapers)
JEL-codes: G21 (search for similar items in EconPapers)
Date: 2014
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