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How demographic factors determine banking satisfaction: Czech and kenyan case study

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dc.title How demographic factors determine banking satisfaction: Czech and kenyan case study en
dc.contributor.author Kombo, Felix
dc.contributor.author Nguyen, Thi Anh Nhu
dc.relation.ispartof Actual Problems of Economics
dc.identifier.issn 1993-6788 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2016
utb.relation.volume 183
utb.relation.issue 9
dc.citation.spage 239
dc.citation.epage 249
dc.type article
dc.language.iso en
dc.publisher National Academy of Management
dc.subject Bank clients en
dc.subject Customer satisfaction en
dc.subject Czech Republic en
dc.subject Kenya en
dc.description.abstract This article examines whether customer satisfaction is determined by age, gender and level of education. Data analysis in "SPSS 22.0" on 726 bank customers from Czech Republic and Kenya indicates that gender is a determinant of customer satisfaction. Furthermore, older individuals prefer easy accessibility of branches. In addition, quality e-banking services satisfy more bank clients with higher education. Older bank clients are dissatisfied with high banking prices and rates, whereas poor e-banking services influence customer dissatisfaction irrespective of educational status. Moreover, impersonal behavior of bank employees persuade people with higher education change banks. © Felix Kombo, Thi Anh Nhu Nguyen, 2016. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1006751
utb.identifier.obdid 43875245
utb.identifier.scopus 2-s2.0-84987847690
utb.source j-scopus
dc.date.accessioned 2016-12-22T16:19:05Z
dc.date.available 2016-12-22T16:19:05Z
dc.rights Attribution 2.0 Generic
dc.rights.uri https://creativecommons.org/licenses/by/2.0/
dc.rights.access openAccess
utb.contributor.internalauthor Kombo, Felix
utb.contributor.internalauthor Nguyen, Thi Anh Nhu
utb.fulltext.affiliation Felix Kombo 1 , Thi Anh Nhu Nguyen 2 1 Tomas Bata University in Zlin, Czech Rebuplic. 2 Tomas Bata University in Zlin, Czech Rebuplic.
utb.fulltext.dates -
utb.fulltext.sponsorship The authors are thankful to the Internal Grant Agency of FaME TBU No. IGA/FaME/2015/025: The possibilities of the financial performance growth for commercial banks in the context of the credit risk of SME and the customer satisfaction, for financial support to this research.
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Attribution 2.0 Generic Kromě případů, kde je uvedeno jinak, licence tohoto záznamu je Attribution 2.0 Generic