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Satisfaction of the Czech Bank Customers

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dc.title Satisfaction of the Czech Bank Customers en
dc.contributor.author Gabčová, Lenka
dc.contributor.author Demjan, Valér
dc.contributor.author Chochoľáková, Anna
dc.contributor.author Mikuš, Maroš
dc.relation.ispartof European Financial Systems 2014
dc.identifier.isbn 978-80-210-7153-7
dc.date.issued 2014
dc.citation.spage 184
dc.citation.epage 190
dc.event.title 11th International Scientific Conference on European Financial Systems 2014
dc.event.location Lednice
utb.event.state-en Czech Republic
utb.event.state-cs Česká republika
dc.event.sdate 2014-06-12
dc.event.edate 2014-06-13
dc.type conferenceObject
dc.language.iso en
dc.publisher Masarykova univerzita
dc.relation.uri http://www.efs.econ.muni.cz/
dc.subject commercial bank en
dc.subject bank customer's satisfaction en
dc.subject satisfaction factors en
dc.subject factors of dissatisfaction en
dc.subject Cross-selling index en
dc.description.abstract The aim of the article was to quantify and compare the overall level of satisfaction of the Czech banking customers, the most important factors of satisfaction and dissatisfaction of these customers and number of used banking products and banks in 2014 compared to 2012. Research on the satisfaction of retail customers in the Czech Republic was conducted through a questionnaire survey in 2012 on a sample of 323 respondents, and in 2014 on a sample of 292 survey participants. The research results are evaluated through Pearson statistics. Our research confirmed that the Czech Republic remains on a relatively low position with satisfying its bank customers with provided services. The main reason for satisfaction was the ability to use electronic banking and most important reason for dissatisfaction were high priced products and services. Number of banking products used by the Czech banking clients did not change significantly. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1004312
utb.identifier.obdid 43872162
utb.identifier.wok 000350701500024
utb.source d-wok
dc.date.accessioned 2015-05-22T08:01:53Z
dc.date.available 2015-05-22T08:01:53Z
utb.contributor.internalauthor Gabčová, Lenka
utb.contributor.internalauthor Chochoľáková, Anna
utb.contributor.internalauthor Mikuš, Maroš
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