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Satisfaction of banking clients in the Czech Republic

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dc.title Satisfaction of banking clients in the Czech Republic en
dc.contributor.author Gabčová, Lenka
dc.contributor.author Chochoľáková, Anna
dc.contributor.author Belás, Jaroslav
dc.relation.ispartof Proceedings of the 1st International Conference on Finance and Economics 2014
dc.identifier.isbn 978-80-7454-405-7
dc.date.issued 2014
dc.citation.spage 168
dc.citation.epage 179
dc.event.title 1st International Conference on Finance and Economics (ICFE)
dc.event.location Ho Chi Minh City
utb.event.state-en Vietnam
utb.event.state-cs Vietnam
dc.event.sdate 2014-06-02
dc.event.edate 2014-06-04
dc.type conferenceObject
dc.language.iso en
dc.publisher Tomas Bata University in Zlín
dc.subject commercial bank en
dc.subject the satisfaction of banking clients en
dc.subject electronic banking en
dc.subject prices of banks' products en
dc.subject Cross-selling index en
dc.description.abstract The aim of the article was to quantify and compare important attributes of satisfaction of banking clients in the Czech Republic. In this context, the overall level of the satisfaction of Czech banking client, the most significant factors of the satisfaction and dissatisfaction of these clients and the usage of number of banks' products and banks in 2014 has been analyzed and compared with 2012. In the same time, it has been examined if there are the significant differences in attitudes of satisfied and dissatisfied customers. The research on the satisfaction of retail client in the Czech Republic through the questionnaire survey in 2012 and 2014 has been realized. According to our findings, the overall level of the satisfaction of Czech banking clients has not been changed. The most significant factors of the dissatisfaction of Czech clients are still high prices of banks' products and services. The surprising finding was the fact that the average value of Cross selling index (CSI) has been decreased and the average value of CSI of satisfied clients is lower than dissatisfied clients. The average number of banks been used by customers has been slightly reduced. The number of banks index (NBI) of dissatisfied clients was slightly higher than the value of this parameter of satisfied banking clients. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1004227
utb.identifier.obdid 43871484
utb.identifier.wok 000349078200012
utb.source d-wok
dc.date.accessioned 2015-05-06T06:58:35Z
dc.date.available 2015-05-06T06:58:35Z
utb.identifier.utb-sysno 85206
utb.contributor.internalauthor Gabčová, Lenka
utb.contributor.internalauthor Chochoľáková, Anna
utb.contributor.internalauthor Belás, Jaroslav
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