Bank customers satisfaction: Case studies from czech republic

Abstract

Bank customers satisfaction is currently at the center of attention of both researchers and bankers. The aim of this article is to quantify and compare the overall level of satisfaction of Czech banking customers, the most important factors of satisfaction and dissatisfaction of these customers and the number of used banking products and banks in 2014 compared to 2012. Our research confirmed that 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. The number of banking products used by Czech clients did not change significantly. Our research has shown that it is important to pay attention to personal communication with clients, to take care about their comfort while implementing bank services and to protect customers' financial interests. © Jaroslav Belas, Valer Demjan, 2014.