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The development of customers' satisfaction in the banking sector of Slovakia in the turbulent economic environment

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dc.title The development of customers' satisfaction in the banking sector of Slovakia in the turbulent economic environment en
dc.contributor.author Belás, Jaroslav
dc.contributor.author Homolka, Lubor
dc.relation.ispartof Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
dc.identifier.issn 1211-8516 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2013
utb.relation.volume 61
utb.relation.issue 7
dc.citation.spage 1995
dc.citation.epage 2003
dc.type article
dc.language.iso en
dc.publisher Mendelova zemědělská a lesnická univerzita v Brně cs
dc.publisher Mendel University of Agriculture and Forestry Brno en
dc.identifier.doi 10.11118/actaun201361071995
dc.relation.uri http://acta.mendelu.cz/media/pdf/actaun_2013061071995.pdf
dc.subject Attributes of customers' satisfaction and dissatisfaction en
dc.subject Commercial banks en
dc.subject Customers' satisfaction en
dc.subject Development of customers' satisfaction en
dc.description.abstract Satisfaction of bank's customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. Satisfied customer buy bank's products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In that time, the greatest satisfaction has been assigned to the availability of bank's products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank's customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents' preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1003684
utb.identifier.obdid 43870353
utb.identifier.scopus 2-s2.0-84893246269
utb.source j-scopus
dc.date.accessioned 2014-03-13T16:50:45Z
dc.date.available 2014-03-13T16:50:45Z
dc.rights Attribution-NonCommercial-NoDerivs 4.0 International
dc.rights.uri http://creativecommons.org/licenses/by-nc-nd/4.0/
dc.rights.access openAccess
utb.contributor.internalauthor Belás, Jaroslav
utb.contributor.internalauthor Homolka, Lubor
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