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Bank customers’ satisfaction, customers’ loyalty and additional purchases of banking products and services. A case study from the Czech Republic

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dc.title Bank customers’ satisfaction, customers’ loyalty and additional purchases of banking products and services. A case study from the Czech Republic en
dc.contributor.author Chochoľáková, Anna
dc.contributor.author Gabčová, Lenka
dc.contributor.author Belás, Jaroslav
dc.contributor.author Sipko, Juraj
dc.relation.ispartof Economics and Sociology
dc.identifier.issn 2071-789X Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2015
utb.relation.volume 8
utb.relation.issue 3
dc.citation.spage 82
dc.citation.epage 94
dc.type article
dc.language.iso en
dc.publisher Centre of Sociological Research
dc.identifier.doi 10.14254/2071-789X.2015/8-3/6
dc.relation.uri http://www.economics-sociology.eu/?349,en_bank-customers%E2%80%99-satisfaction-customers%E2%80%99-loyalty-and-additional-purchases-of-banking-products-and-services.-a-case-study-from-the-czech-republic
dc.subject commercial bank en
dc.subject bank customers' satisfaction en
dc.subject loyalty of bank clients en
dc.subject additional purchases of banking products and services en
dc.description.abstract The aim of this article was to examine and quantify 1) the dependence of additional purchases of banking products from customer loyalty and 2) dependence of bank clients’ loyalty from their satisfaction with the bank’s customer service. The respondents from our research in 2014 were divided into satisfied (loyal) and dissatisfied (disloyal) banking clients. Their attitudes in the area of loyalty and additional purchases of banking products were compared. Differences in attitudes were examined by means of Pearson statistics. It was found that satisfied customers were significantly more likely to recommend their bank to their friends, they often considered that they would use their bank in the future and they were more resistant to offers from other banks. Loyal customers are more interested in the services of their own banks when considering investments in the financial market, keep their savings in their own bank, take out mortgage loans from their own bank and use other banking products and services offered by their own bank the intensity of customer loyalty reflects the likelihood that customers will purchase additional banking products. According to the results of our research, with the different intensities the loyalty of customers is transforming into a potential purchase of additional banking products. The greatest potential interest of the bank customers was in keeping their own savings in the bank and mortgage loans. The intensity of interest in the purchase of financial investments and other products was relatively low. © 2015, Centre of Sociological Research. All rights reserved. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1005751
utb.identifier.obdid 43873567
utb.identifier.scopus 2-s2.0-84947075906
utb.identifier.wok 000365684600006
utb.source j-scopus
dc.date.accessioned 2015-12-14T17:36:42Z
dc.date.available 2015-12-14T17:36:42Z
dc.rights Attribution 3.0 International
dc.rights.uri http://creativecommons.org/licenses/by/3.0/
dc.rights.access openAccess
utb.contributor.internalauthor Chochoľáková, Anna
utb.contributor.internalauthor Gabčová, Lenka
utb.contributor.internalauthor Belás, Jaroslav
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Attribution 3.0 International Except where otherwise noted, this item's license is described as Attribution 3.0 International